ComplaintsforColton RV, LLC

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In summary: On Feb. 04, 2022 I took our new ********* Base Camp 20x into Colton RV for wiring of two additional batteries and a ******* Inverter. I was quoted $500-$600 for the job. When I went to pick up the trailer I was confronted with a bill of $1550.42, way outside of the estimate. No one called to advise the additonal cost. I strongly protested this charge but due to the fact that we had been seriously delayed in our departure and Colton RV would not release the trailer without payment in full, I payed, in protest. I was told they would investigate the overcharge and get back to me. They never did. Fast forward to Aug.22, 2022 when we returned the trailer for further warranty repairs. Colton RV was unable to effect the repairs. Realizing their inability to effect these repairs we made a factory appointment with the *********. While undergoing the repairs the technicians discovered the wiring work done by Colton RV had completely severed our GFI protection. The factory strongly advised that the wiring job, done by Colton RV did not comply with the RVIA code and presented a serious and possibly lethal defect. After consulting with the ********* Factory Service Manager and the technician, I authorized the immediate rewiring of the unit. As soon as the bad wiring job was discovered I reached out to Colton RV, called, sent them emails and documentation. I have attempted to contact Colton RV on many occasions since the 23rd of March to no avail. Repeated phone messages and emails to Lawrence N**** and Cassie V******** have produced no response. Colton RV's lack of response to this potentially life threating problem shows that they care very little about their customer's safety and well being. We are seeking the total refund of the $1550.42 initial charge and the $730.36 charge by the ********* factory service center to correct the problem and an additional $269.54 for additonal hotel costs for the repair.

  

  Business response

  06/14/2023

  I apologize for the delay, Mr. ******** will be reimbursed as requested.  I have worked with our accounting team and have requested that the check for $2,550.32 be processed and sent in the mail ASAP.

  Customer response

  06/15/2023

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

  Customer response

  07/05/2023

  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 below.  The following was relayed to BBB from the consumer: I accepted the complaint as Resolved when they stated that a check for $2,550.32 was in the mail.  But that was around June 14th and here we are after July 4th and I still have not received the check.    Regards,  ******* ********

  

  Business response

  07/10/2023

  I spoke to the customer on the phone last week and confirmed the address.  The payment has been sent out. 

  Customer response

  07/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The consumer relayed to BBB that the complaint is Resolved.  Thank you the company, they resolved everything and were responsive.   Regards,  ******* ********

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an rv from ColtonRV in Niagara, NY and went to pick it up at their location in Pennsylvania. When I got there the vehicle had only three of five lugs on the drivers rear tire. They told it was fine and to take it to dealership and have it fixed and they would pay for it. After driving it over 100 miles home I made an appointment at dealership to address the issue. Since then the communications between the dealership, Colton RV, and myself has been horrible. It’s going on one month now since the purchase and the rv has beenout of service for safety reasons the whole time. The dealership won’t release the rv for safety reasons and whenever they or myself try to call Colton RV they always say they’re busy or get no answer. I left multiple emails and they have ceased returning my messages. I don’t know if they have a grace period on there purchases, if so , I would like to return the rv back to them, if not, in the contract it mentions that I can not sell it within a certain period of time and would like the option to get rid of it. I have all the emails for reference. The personnel that I have dealt with at Colton RV are Dan D****** sales manager, and Abby I****. Look forward to hearing back from you. Respectfully, ******** *********

  

  Business response

  05/19/2023

  Service Manager, Lawrence N***** has been in contact with Mr. ********* to update and form an action plan around repairing the RV.  Mr. ********* had taken his vehicle to ******* ***** ** ****** ******* ** ******** and there was some confusion regarding what the original manufacturer of the RV installs on the chassis.  We have worked with the RV manufacturer and ******* to determine the proper solution and parts have been ordered.  Our next follow up with Mr. ********* is 5/19 at 2:00 pm, we are looking forward to the arrival parts and to getting Mr. ********* back on the road as soon as possible

  Customer response

  05/19/2023

  Better Business Bureau:  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 below.  Since the vehicle had been out of service since the purchase date, and I have lost money in this purchase I asked the dealership if they have a grace period on their sales, if not , I want the ability to sell it. During the signing a representative informed me that was unable to sell the RV within a certain period. I have asked in three different modes of communication (email, text, and verbal) and Colton RV has avoided responding. Verification is in the original documents presented of this complaint. At this point I have lost money in this purchase, and all I want to do is get it off my hands. The purchase date was 4/15/2023 and has been at the dealership since. All this over a wheel.  Regards,  ******** *********

  

  Business response

  05/30/2023

  During the purchasing process Mr. ********* did sign the Statement of Understanding as referenced in his response about selling the vehicle.  In this instance we would allow MR. ********* to sell the vehicle without a penalty.  That being said, we are diligently following up with the repair facility to get the RV repaired ASAP.  We are reaching out again today (5/30/23) to see the status as we expected all parts to arrive prior to the holiday weekend

  Customer response

  05/30/2023

  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.   To be sure that don’t incur any penalty from selling the RV, I would like it in writing and signed by the manager of Colton RV , and representative of ** ****, with whom Colton RV is partnered.  Regards,  ******** *********

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Colton RV has had my brand new motorhome since October 2022 for several repairs. We have made several attempts to get information out of them as to when it will be repaired and ready. we went to pick it up in December they said it was ready to go. We got there and the water was still running out of every where in the home. Here it is March 2023 and we still can't get an answer as to when it will be fixed. We make several phone calls a week to the service department with no return calls. We purchased this motorhome in July 2022 and have had nothing but issues. We have used it 3 times unsuccessfully - all 2 times they had to come and try and fix things and the 3 they came and took it and have had it since. We paid $237,987.45 for this motorhome so we could enjoy our retirement. Our contact their is ******** - he is supposed to be service manager

  

  Business response

  03/19/2023

  The ******** dropped off their motorhome for repairs on October 14, 2022 and we began work on October 18th.  Unfortunately, repairs took long than expected due to lead time on parts ordered from the manufacturer in October, December, January and February.  In March all parts were received and installed and the ******** picked up upon completion.  At the time of pick up they went through an inspection with Assistant Service Manager, ***** ***********  If there are any issues in the future he will be their principal point of contact.  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 5th wheel camper to have issues after purchasing the unit to be fixed. We dropped it off at their Blasdell facility on Sept 26 2022. We had received a call from Kerensa approximately 2weeks ago that while servicing the unit a part on the refrigerator was damaged and they would need to order the part. We have tried numerous times to get an update on when they would have the camper ready and all we get is voice mails, leave our number without a pc back. All their Vm messages state that there will be “someone returning your call within 24 hours”. I need to get my camper back with the refrigerator fixed!!!’ My contact # is *************

  

  Business response

  10/26/2022

  Ms. ******* picked up her RV from the repair facility on Tuesday 10/25.  The cosmetic part required to repair the fridge is on back order, we are working on sourcing alternate parts that could be received prior to the current February ETA.  We apologize for the lack of communication. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a camper there last year, brand new off the assembly line, front window has been leaking since day 1. I have brought it in the be fixed at the end of last summer. I was told it was fixed and it seemed to be, but now it recently started leaking again, (it only leaks while transporting it while it's raining, which doesn't happen often.) So I call up Colton RV to get it fixed again and am told it's now out of warranty and nothing can be done. So what it boils down to is it was fixed JUST well enough to make it to the end of warranty just to be told to pound salt even though it's been an issue from the day it was brand new.

  

  Business response

  07/27/2022

  Mr. ******** purchased a 2021 ** ********* Classic in May of 2021.  Although his 1 year manufacturer's warranty has expired, we can diagnose what is causing the leak at no charge.  If the root of the problem is a known manufacturing defect we will work with the manufacturer to get proper coverage, if it stems from work previously completed by Colton RV we will cover the cost to repair, if it is a maintenance item the customer would be responsible.  Our Service Management will talk with Mr. ******** to set up a time for appointment.  

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 27, 2021 I took my RV to them for winterizing and to have the auto step motor replaced. We went to pick it up on November 1, 2021. We got there at 3:30 p.m. and had to wait until 4:45 p.m. for them to bring it up, which was when the service manager had to go out and find out what the holdup was. Note when we left their premises it was dusk outside. The next day my husband went out to get the camper ready for covering and noticed the entire side of the camper on the passenger side had been side-swiped against something. I immediately called Colton RV and my insurance company to find out what we should do. The insurance company said to try and work it out with the dealership so we can avoid accident charges, so that is what we did. Colton Service Manager Lawrence scheduled an appointment for us to bring the RV back up there so they could fix it. We agreed to have them fix it, but noted that we are in the process of trying to sell it so wanted it back asap. We were assured they would take care of it. We brought it back up to them on November 11, 2021. I called and emailed several times for updates. The service manager emailed me a couple of times and shared an RO # with me to prove the parts were ordered. The door was ordered on November 3rd. It came in approximately February 28th according to Colton. I spoke to a guy name Jimmy W********* who told me the door was hung and painted, the scrapes on the side were all sanded and re-painted, and all they had to do was replace the molding at the bottom (Rocker Panel?) of the body. They had to order this part. I was told it should ship on March 7th and hopefully be done on March 18th. I have had 4 people want to come and see my RV between December and March 4th, and many others from November to December. I've had to turn all of them away and explain "it's in the shop". This RV was in excellent shape when we brought it to them for winterizing. I don't even have a pickup date from them.

  

  Business response

  03/12/2022

  Due to the volume of vehicle moves and nature of the business there are times when a customer's vehicle is damaged on our lots.  When this happens, we cover all cost of repair, no insurance claim is necessary.  Understanding Ms. ********'s desire to sell her RV, we offered to repair the RV without replacement parts that were back ordered so that her vehicle could be shown and sold ASAP.  We would provide her with a Repair Order Estimate, or "we-owe", that she could provide to a future purchaser to guarantee that we would complete repairs at no cost to her or her purchaser if the repairs without replacement parts were not suitable.  Ms. ******** and her husband stated that they did not want the RV until all new parts had arrived and were installed.It is our most sincere desire to get the ********'s RV back to them as soon as possible.  The backordered parts show to be arriving between March 14th and 18th.  In these times it is not uncommon to see part ETAs from the manufacturers getting pushed back due to supply chain constraints.  We will follow up with the manufacturer and complete the repairs as soon as the parts arrive.

  Customer response

  03/19/2022

  Better Business Bureau: 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 called the business and was told the additional part that never got ordered back in November 2021 and was told that the part would be there between March 14 - 17, 2022, and that I would be receiving a phone call when it arrived.  Today is March 19th and I have not heard one word from this business.  This has been the norm with this business, continually assuring me that the motorhome would be done in a couple of weeks.  I spoke to Casey Colton in early February and was told the work would be finished in 4 more weeks.  Four more weeks elapsed and no call, I called and was told another part had to be ordered and that it would be there on March 14th according to the manufacturer, and that I would get a call.  Again, no call.  I now have ANOTHER firm offer on my motorhome and I have no motorhome to show.  This has been going on for 5 months, and no one, including me wants to go to the RV dealership and see a personal owners motorhome and deal in the presence of an RV business.   I need my motorhome right now, and in the condition it was in when we brought there for "winterizing".   You have been placing us on the back-burner long enough!!!  We are fried crisp!   Regards, ***** ********

  

  Business response

  03/24/2022

  Ms. ********, When we spoke in February, I provided the ETA of 4 weeks based on the lead time provided by the vendor.  It is frustrating but not uncommon over the course of the past two years that these lead times continually get pushed back from vendors.  In the past two weeks we have sourced replacement parts from an alternative vendor, their ETA is 3/25/22, this is not a guaranteed arrival date but the current estimated arrival date.  We will repair your arrive as soon as parts arrive or we can make the repairs without parts replacements so that you can have your RV back ASAP. Casey

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took rv to Colton Rv of North Tonawanda. New roof put on from hail damage. Horrible job, other work also not completed. Another new roof put on, another bad job, front of roof has hundreds of large bubbles. Roof manufacture says it is a workmanship issue not there product. Colton will not admit it was there fault. Also lots of chips, gouges put in our Rv from step ladders. We now have a roof not up to industry standards, insurance company agrees with us also. They sent complete bill to insurance company for total amount of repairs including the bad roof. We have pictures, vidioes of all aspect of job. Lots more info to give. We ask for your help in this matter

  

  Business response

  12/19/2021

  Mr. ****** had his RV roof replaced in our shop in July of 2021.  Upon trying to pick it, he noticed bubbles in the roof membrane.  We had not seen this happen in any previous job so we agreed to contact the material supplier to get replacement product and re-do the job.  In August he returned to have the roof work re-done.  After completion of the job, Mr. ****** inspected the roof and accepted it.  A short time after, he contacted us and provided pictures of the roof.  This time there were still air bubbles, but not quite as many.  We contacted the supplier of the materials and they directed us to the FAQ page of their site where they answer the two questions below: My roof has air bubbles. Is this normal?:Typically, if air bubbles occur they occur during or very soon after the roof has been applied. A couple of reasons for the air bubbles would be that they were not broomed out during application, and we ask the installer not to stretch the material during installation to allow for expansion and contraction of the membrane. Air bubbles will occur with weather conditions and humidity. Air bubbles can also occur at the seams of the roof decking due to flexing and twisting that occurs during transit. Sometimes they occur if there is a significant difference in the temperature between the inside and outside of the unit. Will the air bubble effect the performance of my roof?No. The air bubbles will not blow up and pop. They will come and go with the weather conditions, humidity, etc. Please do not puncture the air bubbles. Air bubbles mean there is room for expansion and contraction, lessening the chance of stress cracks later. We recently contacted the customer to see what type of condition the roof is in.  After receiving photos we can determine if the roof is up to standards or if it is defective.  If it is defective we can complete the job. In regards to chips/gouges in the RV, we paid a company to go out to Mr..******'s RV and repair any floor gouges.  

  Customer response

  12/26/2021

  Better Business Bureau: 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 below. Colton Rv is has clearly not read into the text of our complaint. They are clearly hiding behind *****’s blanket  verbage , concerning bubbles.  A few bubbles here and there are what they are referring to. Not over a hundred, large air bubbles in a concentrated area of the front part of our Rv only. AlsoThe termination bars on either side of the Rv have no chaulk on them to seal from water infiltration, this will compromise the integrity of the side walls of the rv.*****, themselves have confirmed to us that this is an installation, workmanship issue, with I quote “Sir, It looks like there is moisture or solvent trapped under the membrane. This would be an installation issue that you would need to unfortunately take up with Colton RV. “ UnquoteWith the above, A reasonable person would not conclude that the ***** statement applies to us at all. None of the work has been done to acceptable industry standards.As to the Chips and gouges, they are on the outside of the Rv ,and not repaired at all 10 in total, these are for sure from a step ladder hitting the side of the Rv. Regards, ***** ******

  

  Business response

  01/07/2022

  “We recently contacted the customer to see what type of condition the roof is in.  After receiving photos we can determine if the roof is up to standards or if it is defective.  If it is defective we can complete the job.”We are willing to work with the customer on this, I guess I will call and see if he is looking for something else.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I lived in the Fort Collins Colorado area. I saw a 2020 ****** **** listed on RVTrader here in North Towanda, NY; it stated the “previous owner had taken excellent care” of the unit. I called Colton and spoke with 'Craig'. He too confirmed the rig was in excellent condition and would send more pictures and video. He didn’t. I drove from Colorado to get it. The RV has scratches on the outside, dings in the wood, dents in the refrigerator, mars on the floor where the slides come in and out, a shower that is impossible to clean, an awning that does not extend properly and has a cracked end cap, the driver side shades do not fit the window, the left camera is blurry and on and on. I also discovered the dryer has a dent and the washer is scraped! These are appliances I paid for NEW to have installed. The installation is horrible, with unfinished wood and they're uneven. I just cannot accept a rig this rough, this damaged, and to be told “we’ll order” this and that. Not ok. Every single part I would need to drive somewhere have someone install it, over and over again. Such an inconvenience. I arrived Friday, 10/29/21 at 9am. I saw the unit and cried. That was it, I was leaving. Period! Over and over I was leaving. Folks at Colton kept saying, give us a chance, we can fix this, we'll order that. This back and forth kept going from 9 am toward closing; I was too tired to think clearly. I finally took them up on their offer of staying in the RV in the campground. Doing so I needed to move some things in, my two dogs would be with me, so I thought I HAD to sign the papers. Big mistake I know. I am asking Colton to, please let me go; tear up the contract. There are just too many things that need to be addressed. I will stay until this is resolved. It could take weeks, months to get all the parts. Please assist in anyway possible.

  

  Business response

  11/18/2021

  Good Afternoon, This is a response to Customer ***** ***** #********. Customer *****, purchased a used 2020 Motorhome from Colton RV off an RV Trader Listing with many detailed pictures of the coach. ***** was aware of the condition and what would be done prior to her pick-up date. Upon arrival ***** viewed the coach and there were some minor cosmetic issues found that are common in a used motorhome. ***** sat down with our team and provided us with the fixes she would like. In addition, Colton RV re-opened negotiations, with ***** benefiting from a discount. ***** then completed purchasing paperwork and provided full payment. The Colton RV team has been successfully working on executing these repairs. At this point we have executed all of her concerns and as I respond we are finishing up everything on her list. AS a company, there are some aesthetic issues commonly found on used coaches, we are addressing them to truly please and go above and beyond for customer *****. The motorhome is in great mechanical condition and all components function as intended. Without going into depth, there are some things that are mentioned by customer *****, that are part of the Original Manufactures build sheet, such as the length of the shade. They function and serve the purpose as intended. If you would like any further documentation or follow-up please feel free to reach out directly. Our plan is to have everything completed today 11/18, which will allow customer ***** to enjoy her newly purchased motor-home and camping!

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 15, 2021 purchased. Closed deal on September 22, 2021. They bought the 5th wheel ********  Trailer to my home address. Have over 30 different problems since the first day when I asked for my deposit and to cancel the transaction. This unit was pushed through for the Hershey show and has major defects with water damage in 3 locations that we can see. Don't know the full extent till they come and repair. I am attaching a list with the problems and would like to have you get my money back and make me whole again for this nightmare of a manufacturing job. Toilet pipes are leaking, slides leaking, shower dome leaking, blank tank is leaking. This has been a horror show and we need your help resolve. The manufactures and dealers are delivering very poor quality on to the consumer in the RV business for over the last 10 years. Please help.

  

  Business response

  10/20/2021

  Our dealership and Service Management have been in contact with Mr. ***** regarding the noted concerns with his RV.  An appointment is currently set for the beginning of November to address these issues. 

  The RV has a one year limited manufacturers warranty that will cover the cost to repair the items.  The manufacturer reserves the right to repair the RV under warranty.  When purchasing this RV, we reviewed the attached Statement of Understanding with Mr. ***** so that all of the details of the purchase are clear.  In Sections 13 and 14 the purchase of new RV with a manufacturer's warranty is described.  The RV cannot be returned to the dealership for money back but we will continue to assist Mr. ***** in getting the outstanding concerns resolved.

   

  

  Business response

  10/20/2021

  Our dealership and Service Management have been in contact with Mr. ***** regarding the noted concerns with his RV.  An appointment is currently set for the beginning of November to address these issues. 

  The RV has a one year limited manufacturers warranty that will cover the cost to repair the items.  The manufacturer reserves the right to repair the RV under warranty.  When purchasing this RV, we reviewed the attached Statement of Understanding with Mr. ***** so that all of the details of the purchase are clear.  In Sections 13 and 14 the purchase of new RV with a manufacturer's warranty is described.  The RV cannot be returned to the dealership for money back but we will continue to assist Mr. ***** in getting the outstanding concerns resolved.

   

*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. ↩