Complaints

The 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:06/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered a Jayco Shower Door assembly on 04/28/2023 and was told 3 to 4 weeks for delivery and charged $707.40. Received the confirmation email order placed and accepted. Tracked today and it states Fullfilled. Called **** and talked to **** and she stated that she found where there was a tracking number and then notes that the information was damaged. No other notes on the order. She has stated that she will reach out to JAYCO dealership to get more updates.

  

  Business Response

  Date: 06/06/2023

   The customer's description of the event seems to be relatively spot-on.

    He placed an order for a shower door from *****, through Vogt RV Center and paid the total bill due of $707.40, fully expecting to wait 3 to 4 weeks for delivery.  We placed the order to Jayco and received confirmation. Approximately 5 weeks after placing the order, he called to check delivery status, which is where we ran the tracking information through ******* only to discover that they ********* had damaged the product and placed it into a "Needs review" status. Upon hearing this information, the customer became upset with our representative, and demanded a "refund plus interest". He went on to state that he would be "telling everyone about this" through the Better Business Bureau (listing ************* and ***** as the responsible parties). Our associate asked the customer multiple times to give her a little time to see what she could work out, and see if there were any missing details she could uncover, but the customer did not respond to those requests positively. Our associate then tried to contact the customer around 4:00 that same afternoon (6/5/2023) which went to a voicemail box where she left a message asking for a return call.  Since not hearing from the customer that evening, she called again the morning of 6/6/2023, but the call again went to voicemail. The decision was made today (6/6/2023) to refund the customer's money ($707.40) with a check being mailed to the customer's address he gave when he placed the order. The refund check will be placed in the outgoing mail tomorrow (6/7/2023).

  Customer Answer

  Date: 06/07/2023

  Complaint: 20146200
  
  I am rejecting this response because:

  I never received a phone call on my cell phone or a voicemail on my cell phone. I did inform **** that I would allow her to reach out to the manufacture about the Shower Door Assemble. I never received a tracking number from Adventure or Jayco for delivery or from *** that the package was damaged. I did not ask for the refund as I still need the Shower Door Assembly to make my 45,0000.00 trailer back to the way that I purchased the trailer with the glass shower door. 

  This is poor customer service and administrative decision to cancel the order and refund the amount in a check when they accepted the it as a Credit Card Payment. if they were going to refund the amount should have refund to the credit card company and then have them post it as a reversal. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/07/2023

  Our associate called the same number the customer had been using to call our store, as well as the same number he called us today (where we subsequently called him back).... 

  The customer blatantly asked for a refund and even said we should include "interest".

  The customer also listed a "billing adjustment" as an option on this BBB complaint. We chose to refund the purchase price.

  At the time of my rebuttal yesterday, I understood the item was paid via check. I learned later the item was paid via credit card. And because it was; we refunded the credit card the full balance.

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still no satisfactory, as now I will have to go to another vendor and get the door that fits my trailer. Jayco Dealerships have been the worst since COVID hit and there is no customer service anymore. 

  You can close this complaint as **** does not really care about Customer Service.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased rv in 2020 and were told we could cancel the roadside service and extended warranty their agent pushed at anytime quickly . I Have filled out paperwork to cancel it with them over 90 days ago and have been issued no refund - this roadside was almost 10k and was a completely useless program as they wont pay for any repair without pre-approval. If youve ever owned an RV, you know you need repairs when you need them not after weeks of trying to get in touch with someone for approval at a black hole Of customer service. The dealership first assured me the difference in what u paid vs what was remaining coverage woukd be applied to my loan balance in 4-6 weeks then 90 days later, theyre very incompetent. Accounting manager told me he was mistaken and Ill be receiving a check, but could give me no further information or anyone to be put in touch with ************************* and ************************* were both contacted at the dealership and neither have provided any sort of resolution, despite owing me approximately $5000. Their actions are as fraudulent as extended warranty company they partner with.

  Customer Answer

  Date: 11/16/2022

  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,
  
  *******************************

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 8/31/2022 **** Service was called about a faulty battery that was provided with our travel trailer. At the time of initial purchase we were informed that the trailer was completely covered under a warranty for 2 years with a 3 year structural warranty. The information provided by a gentleman from **** service was contradictory in that in fact the battery was installed by them and only covered by a 1 year warranty which was not stated at time of sale or delivery. When asked if anything could be done since the **** service department had to possession of our trailer for 2 days short of 3 months last year for repairs the gentleman would do everything he could to help with the issue and call me back. As of 9/24/2022 i have not received a phone call so called back to deal with *** the service manager who offered zero help but instead put the blame back on me and to tell me I am completely wrong without fully listening.

  

  Business Response

  Date: 10/12/2022

  
  
  Good day Sir.
  
  In response to your most recent BBB complaint, I would like to offer for you to simply bring in your old battery and exchange it for a replacement, here at our service department.
  If you agree, I will notify our parts department and our service team to have one waiting for you.
  
  
  
  
  --Cliff
  
  
  ***********************
  Fixed Operations Director
  **** Family of Dealerships including :
  Vogt RV Center
  Airstream of DFW
  Leisure RV Center                          
  ************* **************** ********************** 
  
  
  

  Customer Answer

  Date: 10/12/2022

  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,
  
  ***************************