ComplaintsforColton RV, LLC

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have bought a new RV from colton rv and we have nothing but problems with it..we spend lots of money over 130k and still spending money on a lemon they sold us, this RV has been back and forth maintenance and still having issue that this dealership is lying to us about fixing them...had enough!! We need help ASAP we don't know what to do..im physical sick to my stomack from all this..

  

  Business response

  07/26/2024

  I called and spoke with Ms. ***** about her RV and the frustration that she has had with malfunctions or component defects on her motorhome.  As a sign of goodwill, we agreed that her husband would contact me and we would arrange transporting the vehicle to our Service Center in Blasdell to have any outstanding concerns remedied.When purchasing a vehicle we try to get 100% alignment with our customers so that there are no misunderstandings. Attached is the Statement of Understanding where we review common questions or areas that are prone to come up somewhere along the purchasing and ownership stages.  Section 13 and 14 describe how the vehicle is purchased and explains that there is no "returning" of the vehicle.  The RV does not have a warranty from Colton RV but is warrantable through the manufacturer, **** ***** *****.  As the dealer we will perform all the warrantable work as it arises.  We cannot pay out incidental or consequential damages that result from the need for warranty work but we will work hard to make sure the our customers have a functioning vehicle that meets their expectations.We will continue to work with Ms. ***** to ensure that she has a functioning RV that her and her family can enjoy.

  

  Business response

  07/30/2024

  The vehicle that the *****'s purchased is a new vehicle and does have a 1 year manufacturer's warranty.  The last exchange of messages through BBB was to clarify that the manufacturer holds the warranty on the vehicle, not Colton RV.  We are 100% dedicated to fixing the RV properly and have already arranged pick up of the motorhome from the customer for no charge.  Once in possession we intend to repair the vehicle with guidance from the manufacturer and ensure that the RV is 100% functional for the ***** family.

  Customer response

  07/31/2024

  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.  Regards, ******** ***** Let's hope this time our RV is fixed once and  for all, Please don't close this case as we are scared that what why are promising are just words!! AgainThank you I * ***** 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the boat brand new from Colton RV all the defects were noticed on pick up of the boat pluse the warranty claims that they handled such as wires hanging from deck leak in pontoon and front bumper damage those 3 things have been repaired The pictures that I have sent have not been repaired. They told me to use the boat for the summer and at the end of the summer they would get the rest of the warranty work done however, now they are refusing to do any more business with me so I reached out to* ******* ***** *** ***** in Jamestown ny to have this warranty work completed. It would be greatly appreciated if we could get this resolved so I can have a brand new boat as promised. I have only used the Boat one time since new Cause I am afraid of this warranty work, not getting fixed and being put back on me

  

  Business response

  07/18/2024

  Mr. ********** has a manufacturer's warranty that is still valid through the first year of ownership and he can have his boat serviced at any dealer/service center that is an approved warranty provider for *********.  Unfortunately we had to ask Mr. ********** not to return to our dealership after he was caught on camera stealing parts off of a boat on display in front of our dealership outside of operating hours.  The nearest dealers includes ****** **** *** ***** in Jamestown and ***** *********** in Bath.  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Multiple dates, was at this business 7 times between August 8 and Oct 19 trying to get my issues resolved without success. I also stopped by with rv 6 weeks before August appt so they could look at rv and make sure proper parts were ordered for repairs. When I dropped off rv August 8 2023 I also gave them list of items to be done. 1 change oil. They said they did it and charged me for it 2 new york state inspection. I did not know they did not fo this until park ranger approached me and told me my inspection was about to expire. I had to leave my trip early and lose my campsite fees to come back and get inspection done. 3 change awning lights to blue not done as they never ordered lights 4 awning cover for front of awning, not done. They said part had to be ordered, said no one followed through after I stopped by in June so parts could be ordered 5 change awning to full slant. Not done but they charged me $99 for doing it. Eventually removed that charge and I found out this was a 60 second job just pulling pin out of hole and moving it to a different hole a few inches away 6 move valve for fresh water tank from bottom of compartment to top. This was done and outstanding work. Very happy with this. 7 replace seal in toilet, won't hold water. I was charged for this but not only does toilet not hold water but it now leaks between bottom of toilet and floor. This is still not fixed today even after 7 trips. They usually left a muddy mess inside rv. They always said they did a courtesy wash but never did. I was actually told they have problems with customers who did not buy rv from them. It seemed like they were implying it was my fault work was charged for but nit done or done so poorly it made the problem worse. I am most unhappy because toilet is now worse and not repaired I went to rv show a few weeks ago at fairground and was told they would get rv with their dealer plates being as I have reduced insurance for winter and can't take it on road. They would fix problems

  

  Business response

  03/18/2024

  I apologize for any issues that Ms. ******* has had, we certainly want to treat any customer with respect regardless of where they purchased their RV.  Attached is the customer copy of the repair order., the total cost paid for work thus far has been $860.39. The above complaint states that (3) awning lights were not changed to blue color and (4) awning covers were not replaced but the repair order indicates that they have been.  I will coordinate with the customer to clarify what is actually not completed.  If there is a continued problem with the toilet, we can arrange getting the vehicle and diagnosing to see what the recurring issue may stem from.  As goodwill we have and will continue to transport the motorhome for the customer and we have reduced our door labor rate of $239 per hour to the Colton RV customer rate of $199.  This is a benefit of purchasing an RV from our dealership but we have offered the reduced pricing as goodwill.  

  Customer response

  03/25/2024

  I am trying hard to reconcile the response from, Colton with my records and have to say i see something between half-truths and untruth in their response. They say they are giving you a copy of invoice that shows i have paid $860.39 but they don't say there is more than one invoice and i have actually paid $1,637,97. They say the awning lights were changed to blue and sent you photo to prove it I say it was supposed to be done August 7 but i am willing to bet if you can see date on that photo it would show a date on or about September 29 when they finally did it. They say awning cover was replaced. Was supposed to be done on August 7 but that is another thing that was not done until late September and it was not done correctly therefore it fell off first time i drove rv. They put a second one on and it also fell off first time i drove rv but this time the man driving behind me saw it fall off, picked it up and stopped me to give it back. I tried to put it back on but it would not snap in. Don't know if it was damaged from bouncing down road at 55mph or if is wrong part. All i could do was tape it on to protect electrical parts from winter weather. Doesn't look good but is all scratched up anyway. They say they're giving me customer rate of $199 as gesture of goodwill but they don’t say i purchased my last rv from them and would have purchased this one from them too but they didn’t have what i wanted when i went there looking. they say they have and will continue t transport rv for me. Yes they gave me a ride home once after i dropped it off and yes they picked it up from my home on a Monday the 7th time it went back for work that should have been completed Aug 7, said they would complete work and return it to me by Friday as i had a trip scheduled for Saturday. They parked it against the fence with 2 other rvs sitting i front of it (i know because i was driving past there every day to care for my daughter who was recovering from lung cancer surgery as she lives on one side or Colton and i live on the other). I was deeply concerned when i drove past at lunchtime on Friday and my rv was still parked against the fence with two other rvs in front of it. After multiple unanswered calls to service center, i finally called sales center to see if they could find out what was going on with my rv. Then i gave up and just drove over there to find out. They were just pulling my rv into shop when i got there. They said they would not drive it back to me as promised as it was closing time. They said i could park my truck outside gate if i wanted my rv for trip tomorrow and drive rv home then walk back to get my truck. It was hotter than hades and aside from my rheumatoid arthritis i also have immune system attacking my lungs making it very difficult to breath in heat. Yet they gave me no choice and turns out they still did NOT fix toilet. I sent them dated photos while i was on my trip (which i was a day late for because i was too exhausted to pack after that 2 mile walk in blistering heat.) Had they done what they should have done the first time i would not have had to do that 2 mile walk 11 times for the extra six trips. They say they will coordinate with me yet the only thing i have heard from them since i filed this complaint is a text where they cancelled my Apri; appointment. I did not cancel it, they did. When i went to the rv show at the ******* *********** i was told they would come pick up my rv with their dealer plates as i have winter insurance and can not take it on the road til May 1st and they would get my toilet fixed before my first trip this year which is on May 1st.i am just shocked that didn’t happen. All i want is for them to fix my toilet before May 1st as promised. I wanted to send you multiple pictures and emails to prove everything i have stated here but your system won’t let me. Just know i do have them if needed.

  

  Business response

  04/08/2024

  Ms. *******' RV is currently at the ******** ******* *******  We traveled to her home to pick up the vehicle, we have preformed a test to see if the issue has persisted.  After 72 hours the toilet has not leaked any water.  We will contact Ms. ******* this morning to see how she would like to proceed.

  Customer response

  04/11/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.I have told colton repeatedly that if you can get the toilet to hold water it will hold water until hades freezes over. The hard part is getting it to hold water. Most often the water just goes down the drain even though the toilet appears sealed and if water can go down, smell can come up. At this point I have paid them $364.97 to repair toilet that still has same problem it had before they "fixed" it. Now they are going to charge me $610.61 to replace toilet which I could purchase for about half that price so evidently I am just supposed to lose the money I already paid them for nothing and pay double for a new toilet on top of that. They did not mention if they are going to determine what problem is with awning cover. I am just plain too tired and out of time to argue with them anymore. I have no idea if problem will actually be resolved this time (the 8th time) but I do know that I will never do business with them again to their detriment when I purchase my new rv.  Regards,  ******** *******

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to purchase an RV gave them a $5000 deposit after speaking with the financial person. Their finance was not up to what we wanted so we decided not to buy the RV. We asked for our deposit back and they would not return it.

  

  Business response

  02/07/2024

  We have reached out to the client and provided the attached documentation that was signed at the time Mrs. ******* agreed to purchase the RV. We followed all procedures as we normally do during a sale. As of yesterday, we have come to terms with the client on a new loan structure and provided an additional explanation, they are happy and will be going through with the purchase.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found an rv on Colton’s website and the pictures on their site had a ladder shown on the back of the camper. When I went to go look at the camper they told me they removed the ladder to put on another unit but they will get a ladder put back on. I was going to purchase the camper assuming they add a ladder so I can have someone get on the roof and make sure there were no issues. They were going to add one. When family went out to look over the camper there was still no ladder. But it will be there upon delivery. I asked why they can’t take one off another unit but was told they don’t do that. Obviously they do seeing as why the one from my RV is missing. I showed up to take delivery and still no ladder. I was told yet again they had taken it off to put on someone else’s rv but they’re ordering one. When I come back for winterizing they’ll add it on. When I came back for winterizing and for them to fix a few small issues they called and said the ladder still isn’t on. The one they ordered wasn’t right. They wanted to remove the original posts on the rv, caulk them and reinstall a new ladder. I am NOT ok with this being a brand new camper. I’m not putting holes into it risking leaks on a $40k brand new camper that originally had a ladder with no issues. They’ve been waiting to talk to ***** design on how to handle. I’ve called ***** design directly and there is no order for a new ladder. I’ve called Colton spoke with Josh in service. And he’s going to work with service manager on how to handle. I’ve called multiple times and left voice mails for service managers but I get no return phone calls. I want the ladder that belongs on my camper put back on. The customer service or lack there of is enough already. They take your money for a sale but once your sales made you are no longer a concern of theirs.

  

  Business response

  01/05/2024

  We have been in communication with Ms. ***** regarding the ladder for her RV and attempting to identify and obtain the part from the manufacturer in order to be installed.  A ladder was ordered in October that unfortunately turned out to be incorrect.  The manufacturer had a diffcult time in determining why the ladder listed was incorrect and then sourcing the proper part.  After numerous attempts and delays, the correct ladder has been identified and shipped, it has arrived.  We will work diligently with Ms. ***** to get the ladder installed as soon as possible. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchused a brand ***** ****** ********** ******* from Colton Rv on 15 July 2022. Had a 1 year warranty that expired 15 July 2023. We had to bring it back the next bussiness day for some 27 items that where wrong. Trim falling off laminated panels peeling, door won't shut or dead bolt. A hole in the slide-out frame. Weather seal has a piece torn out of it and now it leaks. A drawer side is so bent that you can't use it. Main electrical cord came apart and trips everytime it rains. Hot water heater has had problems since day one and has been in 3 times now for it. Colton had our Rv for a total of around 7 months. More time then we had possession of it ! They lost our rv and told us they didn't have it. Then they found it but never worked on it. While in possession of our trailer, it was scrapped against another camper from end to end, tore the awnings and they had to replace the front jack. That is the only repair that was completed ! Only because you need the jack for it to stand up. We have included the emails that we sent to Colton which where ignored. We contacted ***** ****** and they told us it was Coltons issue as they payed for the work (fraud !) and Colton told us it was ***** Design. This company is horrible ! Zero service, zero customer follow up. All they do is sell you trash and wash there hands of you after they get the money. I can't even begin to say how much this has affected us, the stress the trips back and forth with zero results or repairs. The lies and cover ups. The service manager getting a call from ***** ****** about our complaint and still nothing ! Don't ever buy even a screw for your camper at this place. I have never in my life been treated so poorly with complete disregard on how much this has hurt and angered our family. My wife was even in tears at the front desk with our sales rep and nothing ! We just wanted it fixed....now we demand it be replaced and upgraded for what they caused us ! This has gone on long enough.

  

  Business response

  09/27/2023

  Casey Colton and Lawrence ***** (Service Manager) met with the customer on site at their campground on September 22. We reviewed the outstanding items and coordinated a time to pick up the trailer and complete. Casey is continuing to work with the customer and ***** ****** to see what options are available to trade. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased camper at sale show in Salamanca 30th of March 2023. Walked through unit and was told all seals have been replaced and no leaks that their techs look over every unit. This was a lie. As walking through unit saw old seal in one window asked them to replace all. When arrive for pickup battery was dead so slides wouldn’t work was unable to view inside of camper. They informed us battery was new and was fine and would charge on ride home. Upon arrival battery still dead. Went to local store purchased another battery and moved slides out only to find window seals not replaced instead they were ripped out and removed. Water was leaking in side wall of exit window so badly wall was bubbling and soft. Called immediately to have someone come get unit. Three days later they came and got it and it has been a problem ever since at their shop. Have made payments from then on monthly. Camper has been in our possession a total 2 hrs before was leaking and dead battery and had to go back to dealership. Since then it has been in continuous work on window and sidewall. No return of call and no offers to try and improve the situation. Camper is not valued at what they told us and we purchased at with all the problems that they non disclosured.

  

  Business response

  10/11/2023

  Thank you for the follow up.  I have attached the purchasing documents from the ********.  They purchased a pre-owned trailer that is As-Is with limited 30 Day Warranty on certain items.  After purchasing they did come back with issues stemming from a water leak.  This is not covered by the limited warranty but we have remedied the issue.  I apologize that the vehicle has been out of service as it has taken to time to source replacement parts and complete the job.  In good faith to the consumer, we have fixed the RV at no cost to them.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  New ***** bought 6/21/22... Cost: $212,797.84 Problems: 1) at 950 miles Check engine light - Cylinder 7 misfire... Check Engine light flashing. 3rd time I set up appoimtment to fix. 2) AC problem not ruining correctly. Check engine light Traction control light Cruise control not eorking ABS Brake light Step replaced not working 3 windows replaced Dinette table fixed from broken slats Dinette table door latch broken Adheisive Floor stain still on floor Auto android usb not connected Kitchen cabinet replaced damage Icemaker valve broken and flood RV Crimped storage compartment door - 2 wrong doors ordered and took 6 months to fix Rip on recliner footrest Headlights adjusted and still not good in dark driving conditions. AC vents reajusted USB charge on bed broken Screens on windows broken TV alignment adjusted. Doesn't sit flush Jacks won't go down Generator ground not connected. Won't stay ruining. Stalls out. Compartment door locks frozen and cannot lock Been to **** 3 times for check engine light ********** ************ ***** **** **** ****** *** ***********  RV will not operate or drive correctly.

  

  Business response

  09/18/2023

  BBB spoke to the business owner and the following was relayed:  We have been in contact with this customer throughout.  We've been working with him and doing all that we are able to do.  We made all of the requested repairs that we are able to make.  However, the **** warranty work that is being requested needs to be performed at a **** location.  We are unable to perform **** warranty work here, it needs to be done at a **** location.  I will reach out to this customer myself directly to touch base with him on this as well.  Please let me know if there is anything else we can do.  We will also gather all of our warranty and other paperwork to submit.  Thank you.

  Customer response

  09/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  **** **********

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Colton tv has had our camper for over six months. They called me to send pictures of the camper for a warranty issue and I didn’t even have the camper. It was already on there lot for two months and they lost where it was. I shouldn’t be charged for the problems they have created and encountered on a new camper that where not even allowed to use once during summer of 2023 because they had it the entire six months from April until September.

  

  Business response

  09/05/2023

  Unfortunately with attempting to receive warranty authorization and parts availability the ******** RV has been awaiting the completion of service longer than expected.  At this point, the requested repairs have been made to the RV and it is ready for pickup.  Colton RV has covered the expense of routine items (de-winterization and NYSI) as well as non-warrantable repairs as goodwill.  There is no outstanding bill at this time.

  Customer response

  09/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This delay in Colton having our camper for 6 plus months is NOT just because of warranty delays. From April till June I believe Colton had our camper and then called me asking me to send photos of the awning for warranty coverage. I responded with I don’t have the camper it’s been at Colton for months. They responded with oh it shows that it has left our building. I asked them to please find it and continue the process. Also contributing to the delay was a lack of leadership and proper supervision. As the employee working on the case didn’t care and left the company. Also since being told that they would deliver along with zero charges it has been a week plus. We should be compensated for all the payments we have made on time monthly as long as for all the camping we missed out in the summer of 2023. We have been patient the entire time and have finally had enough with being neglected.   Regards, ****** ******

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered an RV From Colton RV. Gave them a $10,000 deposit. Within 2 weeks we discovered a financial hardship and requested to cancel. Spoke to a Daniel D*****. He refused to cancel our order. But, said he would talk to higher ups. I’m emailed and call several time with no response. Learned he was let go from the company. I finally was able to talk to Kevin, VP of sales. He also refused to cancel the order. And, refused to refund our deposit. We have a major financial situation that has now been made worse by not having that money back. No one should be treated this way. The rudeness and unwillingness to even refund part of our deposit just isn’t right. There is no way the RV was already ordered and being built. The Brinkley salesman told us they only build one rv a month. They already had several other orders before ours. We need our money back even more now than when we first started the cancellation.

  

  Business response

  07/29/2023

  Mr. ******* made an exciting appearance at our RV Show held at the ********* Casino, where he made the decision to purchase a 2024 ******** ***** * **** through a special factory order (Please find the attached paperwork for confirmation). Colton RV, with enthusiasm, promptly placed the order for Mr. ********* dream RV.
  On 4/15, Mr. ******* reached out to our General Sales Manager to discuss the possibility of delaying the delivery until September, a request we were more than willing to accommodate despite the RV already being in the construction phase. 
  Unfortunately, on 5/9, we received an unexpected call from Mr. *******, expressing his desire to cancel the deal. By this point, the RV had already been ordered and tailored to meet Mr. *******'s preferences, with all necessary paperwork signed and agreed upon. 
  Despite our sincere efforts, Mr. ******* has decided not to proceed with taking delivery, placing an unforeseen burden on Colton RV. The expenses incurred for floor plan interest, marketing, and servicing the RV intended for Mr. ******* are now challenges we must address. 

  Colton RV offered to delay delivery, re-work the deal with less down payment from the customer, and delay the first payment for 90 days. 
  

  Customer response

  08/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear  it appears Colton rv has some incorrect info. We ordered the rv on 4/1. We completed our deposit on 4/8. On 4/13 we received a very large and unexpected financial situation due to a prior business we sold, and our personal income tax.  On the same day I called Colton rv and spoke to Dan D*****. He informed me he would see what he could do for us. We waited a week and never h arc back. I emailed him several times with no response. I called and got no response.  I finally was able to speak with Kevin, who, after explaining our situation absolutely refused to cancel the order. I should also mention, when we ordered it, we let the salesman know we didn’t need it until Sept. he responded that would be ok, because they only build a couple a month.  After a few calls, I was told the order would not be cancelled as it was already being built.  my last conversation with Kevin, was no better than the rest. After again explaining our situation and adding a daughter now fighting breast cancer and my wife needing to quit her job, he still refused to refund any part of our deposit.  I think this order could have and should have been canceled at the original date we contacted them.  they now have $10,000 that my family could use in our current situation.  Regards,  ******* *******

*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. ↩