ComplaintsforSundowner Trailers

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a Sundowner Horizon in 2020 and are having issues getting our warranty issues (3 YR bumper-bumper) resolved ever since. I have dealt with multiple people at Sundowner. They are completely INCOMPETENT with following up. I have sent them MANY emails and pictures that list/show the issues. I did not issue a complaint to BBB because I kept giving Sundowner the benefit of the doubt!In Nov 2020 we paid to transport our trailer back down to the factory for repairs because they gave us no choice. It was expensive. The repairs took about 4 months, and it was returned with issues incomplete, even though Sundowner stated they were complete!The outstanding items are:Exterior stud stall door latch coming unattached Floor inside by slide needs sealed Floor in bathroom needs sealed down Fantastic Fan with Lights - Not Installed - REFUND $ (Salesman said we were getting one in bathroom) (Warranty promised to send one)Cabinet clips/magnets Track for bridle bars in tack Replace damaged stove rack Awning *************** replacement, arms not closing fully, and leaks New pocket screen door (never worked - would prefer a door with a regular screen door (as requested when ordered the trailer)Cable protection for battery cables Repair trailer LED light on curb side Couch is cobbled together & the cushions need more stuffing There is no QUALITY ASSURANCE at this factory!This trailer was $$$ and it's a shame Sundowner doesnt stand behind product when it is defective.I even tried to CONTACT THE OWNERS by email/phone/voicemail and NO ONE responded.I want ALL issues resolved, parts sent IMMEDIATELY, a REFUND for transportation costs (since there was no factory QA, and the issues not completed while the trailer was there and customer service is terrible), figure a fair repair estimate for the other issues that need done at a shop AND pay me directly beforehand and address ALL other issues going forward.I've always been a Sundowner fan, but not sure anymore.

  Business response

  02/07/2023

  Sundowner has been attempting to contact the owner to discuss her concerns.

  We will continue these attempts and will keep you posted.

   

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2020 28 ft enclosed trailer. The paint started coming off at around 22 months old. Their warranty department took 3 months to get back to me and when they did stated it was not covered. They recommended waxing it. They did not honor their warranty.

  Business response

  09/23/2022

  Sundowner has been in conversation with the owner regarding their concerns.
  We recommend regular cleaning and waxing of the trailer to help protect the paint, however,
  we have no control of environmental conditions or the types of soaps and cleaners that have been used
  on the trailer.

  Customer response

  09/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: I do not accept the manufacturers response as I have used the proper soaps and waxes. The issue is defective paint which should be covered under their warranty. Also the trailer is kept indoors so the environment is not an issue. 
  
  Sincerely,
  
  ***************************

  Business response

  10/03/2022

  As Sundowner representatives have discussed with the owner on more than one occasion, this is not a warranty item.  Sundowner assumes no responsibility for damage from environmental conditions or cleaners that have been used on the trailer.

  Customer response

  10/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: the manufacture has never even seen the issue or asked to see it. They are making claims off of conversations only. At the very least they should ask to see the issues before making a claim it was due to my negligence.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a 1786GM toyhauler "which I had loaded full of options" on 3/15/2021 and received it on 6/25/2021 Once the trailer was ready I went directly to the dealer and picked it up. The salesman and myself did a complete walkaround on the trailer and my first day of ownership.1) Trailer came with the wrong wheels."The trailer was ordered with another color of wheels that was a an option on the build sheet"2) The seats are completely the wrong color "also on the build sheet"3) 2 of the seats had defects, one with a 3 inch hole and the other had a big black stain on it "Dealer ordered seats on 3/15/2021 and they arrived on 3/4/2022 almost one year later"4)Lighted door handle was scratched deep to the point of cutting my wife's hand getting in the trailer. " dealer sent me a replacement handle"5)Outlets in the ** wouldn't work as well as the rear A/C the salesman was kind enough to give me his cell number and was able to walk me through troubleshooting "wires had fallen out of the distribution panel and all had to be tightened"6) I ordered the trailer without a bathroom vent a rear windows in the garage." they were installed anyway"7) Radio system only had one speaker work inside and outside speakers didn't work at all "one speaker wasn't wired up at all the outside speakers luckily wasn't wired inside the switch panel". The speakers over the bed will not work to this day, there is a nail or something in the trim that's caused them to short I believe.8) 2 vents have fallen from the ceiling "One I could put back up the other is being fixed at the dealer 9) I noticed a streak from what looked to be water that had dried, and thought nothing of it.It's a thin 1/8 wide line coming from a caulk hole in a vent. Paint is now blistering and coming off, Sundowner has told me they will not fix because they don't use chemicals during the manufacturing process and I should have filed a claim before I knew the paint would blister.

  Business response

  09/19/2022

  Sundowner has been in conversation with both the owner and the dealer regarding concerns with this trailer.  It looks like most of the warranty items in the owner's list are being or have already been addressed by the customer and the dealer with the exception of item number 9 on the list.  The damage to the paint appears to have occurred after the customer took possession of the trailer since it was not noted during the final inspection at the Sundowner Factory or during the delivery inspection performed by the dealer and the owner.
  It is difficult to say with certainty what would cause damage like this but the most plausible explanation is the improper application of some
  type of cleaning solution which, unfortunately, would not fall under Sundowner's Warranty.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I ordered a 2022 Toy-hauler trailer from Sundowner July 26th 2021. I was told the trailer was completed in February 2022 and paid to have it shipped to my house. Once it was delivered I noticed the fan in the bedroom did not work at all, the fan in the garage leaks water so bad a solid stream comes in when it rains, and the garage was only partially insulated. The entire trailer is supposed to be insulated with R7 insulation according to their standard feature list. Sundowner didn't believe me that the garage wasn't insulated so they had me drill out some rivits pull back the skin and get some pictures. I did this and now they want me to drive it from Illinois back to the factory in Oklahoma at my expense. I already paid to have it shipped to my home and obviously the trailer was never complete from the factory. Why should I have to pay to ship it back to have it completed. Now I have a trailer that is partially tore apart and they wont do anything about it. They have no quality control! The trailer was never leak tested or inspected. I haven't pulled the trailer 1 mile and these are the problems I'm having already.

  Business response

  04/13/2022

  Sundowner representatives have been in contact with the owner regarding the concerns he has with his trailer and have explained that in order to properly evaluate and address any issues, the trailer will need to come back to our facility.  We will be happy to perform any needed repairs but it will need to come back to the factory.

  Customer response

  04/14/2022

   
  Complaint: 16994541
  
  I am rejecting this response because:
  
  My trailer hasn't moved the spot its been parked in since it was delivered March 7th. All of these problems were there when it left the factory. The roof pours in water the fan doesn't work in the bedroom. A replacement fan was supposed to be shipped to me March 22nd. Still hasn't shown up. The insulation is missing in the garage! The trailer is incomplete and should have never been shipped. I was called and told my trailer was done. I then paid Sundowner for the trailer then they shipped it to me for an additional $1350. As soon as it shows up its leaking water and missing parts. This is not a complete trailer it should have never left the factory! This isn't a warranty issue the trailer is not finished. This trailer should be shipped back on Sundowners dime and worked on until it's finished then shipped back to me.
  
   Sincerely,
  
  ***********************

  Business response

  04/28/2022

  Sundowner has been in contact with the owner and has discussed options available to the
  owner under warranty.  At the owner's request, Sundowner has also forwarded some parts
  and supplies to the owner so that he can address the issues.
  
  Thanks for your help.
  Regards,
  *******************
  Sundowner

  Customer response

  05/02/2022

  THIS IS NOT A WARRANTY ISSUE!!! You sent me a trailer that was incomplete and now you want me to spend thousands of dollars to ship it back to you so you can complete the job! Sundowner finally sent my fan which took 6 weeks and continued calling on my part. I replaced the fan that was leaking and sent pictures. There were no rivits on the front side and only a rivit in every other hole. There was no sealant under the fan just over the top. This is horrible work! I fixed this myself and was refunded $53 for supplies but nothing for the 4 hours I spent on the roof fixing my trailer which was filling up with water. The main issue is the garage is not completed. There is no insulation in part of the garage. This is not a warranty issue! Come get this trailer and fix it like I paid for in the first place or refund me money so I can fix it myself. You tell me I have to drag it **** miles to the factory so it can be evaluated. I have sent pictures. I will be happy to send more. What more do you want me to do. Sundowner should be embarrassed about construction on this trailer. I paid $76,000 for this trailer and now Sundowner wants me to spend more by dragging it to the factory because none of their dealers are competent enough to fix this. For once be a respectful company and take care of your customer! I shouldn't have to spend more money out of my pocket to fix your mistake

   

   
  Complaint: 16994541
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

*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. ↩