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:07/30/2023

  Type:Billing 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 6/7/23, I discovered a tire had failed on my RV and needed replacement. I called CoachNet's roadside assistance, which I had joined for just such an event. They dispatched a Provider called "**************** ************** who proceeded to spend 3 hours prying and pounding on the tire and rim in an unsuccessful effort to remove the damaged tire from its rim. I complained about their ineptitude to CoachNet and had them sent away. After they departed, I discovered that the rim had been badly damaged by the harsh treatment. I contacted CoachNet and sent pictures. They said they would work with the Provider to get me reimbursed for the damage (a new rim). I even got a call from a CoachNet manager who promised they would address this with the Provider they had sent. I also learned that **************** was NOT a certified CoachNet Provider. My situation was NOT urgent - I was set up in a campground and I said so - so I cannot understand why they chose to dispatch a completely unknown Provider. (I was in ********, **, so it's hard to accept there was no certified Provider available in their network, and we could have waited up to 3 days for the repair.)CoachNet assured me the Provider would send me reimbursement for the new rim - about $260. No check ever came and I was then told that CoachNet would "cut a check" as a goodwill effort to rectify their negligence in selecting an unknown Provider. I was also told that I'd be hearing from the CoachNet Vendor Manager to ensure things were made right. None of that has happened. No check. No call (even after I sent a follow-up and got a direct promise they would be in touch.I am bewildered that a company that touts it's longstanding reputation would be so deceptive. It's one thing to ignore a complaint, but it's another entirely to bait the blameless customer that had been harmed by the Provider THEY selected.

  Business Response

  Date: 08/02/2023

  On 6/7/2023, ************ did call Coach-Net regarding a tire event and a tire damage claim.  After processing the claim information through Coach-Nets normal procedures, the decision was officially made last week to reimburse *************  Coach-Net notified ************ last week regarding the reimbursement and also notified him that it would take about 1-2 weeks for payment to reach him since payments are only processed once a week.  A check in the amount of $260.53 is being processed on 8/1/2023 and then will be mailed to ************.

  Customer Answer

  Date: 08/02/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/06/2023

  Type:Product 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.

  We have been with CoachNet since 2011. We were just charged $850 for towing which should have been covered by our policy. Furthermore we endured a 6 hour dance because they did not want to order a tow for us and we had to finally order the tow ourselves because time was running out and it was getting dark.This ordeal stated at 10am when our ** would not start. Unbeknownst to us towing is very expensive in *******. Even though we told CoachNet it was a electrical issue they labeled it a maintenance issue and sent someone out to boost our battery with no option to tow.When I called to complain about the extra time we had to wait for a second service call they said the dispatcher, ******, had made a rookie mistake by not ordering the option to tow with the boost.They apologized for the extra 3 hr wait. Imagine my surprise when we got a call from the dispatcher that we would have to pay for the tow because the boost was a one time exception for a maintenance issue. Imagine my surprise when manager *** told me that when I asked for a manager to (contest being charged) it short-circuited dispatch and prevented the tow from being ordered and no tow had been ordered.We took matters ************** and ordered a $850 tow because CoachNet at this point had wasted our entire day and we were afraid the ** would not get to storage and we were leaving the next day.While we were waiting for the ***************** from dispatch called to say that he had contacted the same towing company at around the same time we had (the lines crossed) and $850 was the best price he could find. And when I called membership services to cancel my membership the agent said she had worked in dispatch before and $850 was good for a ******* tow.And then it all made sense this full day ordeal was an elaborate dance. It was CoachNets way of avoiding a $850 tow.Thats why they ordered a boost to deal with an electrical problem. Unfortunately it is not the same company it was before the pandemic.

  Business Response

  Date: 04/27/2023

  On, 3/31/2023, the Member called Coach-Net as their ** would not start and the dash would not light up.

  
  After speaking with the Member, the Coach-Net technician did deem the issue as a maintenance issue as the ** had not been started since last summer.  The ** should be started once per month to get a little charge to the battery and help prevent the cells from being damaged and shorting the battery. Coach-Net does not cover maintenance issues per the Member Benefit Guide but went ahead and offered a heavy-duty jump start.

  
  The Member mentioned several times that it was not a maintenance issue because the same problem has happened several times.

  
  At this time, it is difficult to determine if the issue was,in fact, a maintenance issue or not. So, as an act of good faith, Coach-Net will reimburse the Member $850.

  Customer Answer

  Date: 04/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  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.

  On 1/20/2018, I purchased an extended warranty from CoachNet for my 5th Wheel RV. The warranty provided the 'Ultimate' coverage option and Luxury Option. The RV came with a factory installed WiFi Extender permanently mounted on the roof which was specifically covered by the CoachNet warranty. This past summer, I discovered the antenna on the WIFi Extender had broken off. Rain water was then able to enter the unit and it became inoperable. I contacted CoachNet at XXX-XXX-XXXX in September, 2022 to put in a claim for a replacement under the extended warranty. The Representative I spoke with confirmed the unit was covered under my warranty and to have the Repair Service contact them prior to their beginning the repair work. This week I received a call from the Repair Service (Major's RV in Bourne, MA) advising me they spoke to CoachNet and had been advised that the unit would not be covered since it had water damage that was excluded under the Warranty. I called CoachNet myself and spoke to Jennifer on 11/16/22 and explained that the water damage was due to the antenna on the unit breaking off and was not the initial cause of the unit failure. She spoke to someone else and came back to advise me they were maintaining their position. I asked the Repair Service to call CoachNet back to confirm that the proximate cause of the failure was not the water but the fact that the antenna broke off. CoachNet then advised him that they would not cover the unit under the warranty because the antenna must have come off due to an impact which was also excluded. At no time did they ask to see the unit or offer to examine it; they simply changed the basis of their denial. Please let me know what you suggest I do to get this covered.

  Business Response

  Date: 03/08/2023

  Business Response /* (1000, 7, 2022/12/07) */ On 11/16/2022 Mr. ******** did call Coach-Net regarding his service agreement claim. Coach-Net then did speak with their service agreement administrator where they provided the detailed notes from the service advisor at the repair shop, including the following: First, the component failure is due to water damage as inspected and reported by the service advisor at the repair facility. Consequently, the claim for the Wi-Fi extender is denied due to water damage being excluded under the policy. The service advisor also stated, that aside, the claim would also have been denied due to the other damage to the Wi-Fi extender. He said the Wi-Fi antenna is completely missing and all that is left is the wiring sticking out of the unit/component. So logically the antenna was broken off by something and the service advisor stated that is what appears to have caused a crack in the base/cover of the Wi-Fi extender which resulted in water being able to get into the component. So that's where Mr. ******** got the two different reasons for the denial. They further explained that even if there was not any water damage, the claim would still be denied because that sort of damage (hitting something that causes the antenna to break or break off) is not covered by the service contract. However, the administrator did confirm that they have approved the replacement of Mr. ********'s Samsung TV. The administrator will pay $831.24, and Mr. ******** will pay the $100 deductible and the administrator has authorized the repair facility to proceed with that portion of the claim. Coach-Net's Member Services supervisor did also call Mr. ******** on 12/5/2022 to help further explain the reason for the denials.