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:08/22/2023

  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.

  I bought a 5th wheel ** from this business in 2021 and spent almost $80,000. I only used the ** 5X. The "In-command" display panel is not functioning anymore. This controls vital functions of the ** such as slideouts, awning, HVAC, water heater, etc. I contacted the business on 8/22/23 and expressed my concerns and essentially will not be able to use my ** without the control panel. They said they can't do anything about it because the 1 year warranty has passed and contact the maker of the electronic panel. I feel they should replace this part for the amount of money I spent for a vital piece of equipment to run all the controls.

  

  Business Response

  Date: 08/23/2023

  Hello,
  I've looked into this issue and the last time we seen this unit was March of 2022. His warranty start date is May 15th of 2021. We have not looked at this unit to properly diagnose this issues. 

   

  

  Business Response

  Date: 08/30/2023

  When a customer calls in, our general responds would be to let the customer know if their unit is in or out of warranty. We have not had the opportunity to diagnose the concern to verify the issue and make sure we dont have any underlining issues. The customer is welcome to make an appointment so we take a look and diagnose the problem. 

• Initial Complaint

  Date:03/02/2023

  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 April 23rd 2022 we dropped our camper a 2021 Hideout 20RDWE to get repaired from a manufacturing defect that caused significant water damage. During the repair process I communicated with Tacoma RV that we had a camping trip planned for my husband's 40th birthday on June **th. They assured me we had plenty of time to complete repairs. They ended up delivering our trailer on June 8th 2 days before we were leaving for a camping trip. I arrived home from work excited to see our camper but was astonished at the condition it was in as I began to inspect it. Here is a list of damages caused by Tacoma RV during repair process #1 Outside passenger rear corner metal edge exposed like the front was before- sealant job is very sloppy. Along with that gray sealant was used instead of white which is the color used throughout the rest of the camper #2 Passenger rear roof corner not sealed #3 Passenger roof corner trim is cracked and will allow water to enter #4 Dent below gutter rear passenger side #5 Fridge has scratches and scuff #6 Scratches in cabinet below radio #7 Slice and ding in floor in front of sink #8 Dinette has scratching and peeling on edge of bench seat #9 Dinette table does not fit correctly to make it into a bed and cushions do not fit between benches either to make a bed because it was installed incorrectly. There is a gap between kitchen counter wall and bench that should not bed #** Base of dinette table has a crack from being tightened down to much during reinstallation #** There was untreated mold left on dinette frame board. #** Couch was not attached. It also doesn't lay flat when in bed position #** Dent in floor by couch #** Rear window valance was not screwed in straight on right side.#** Cuts in fabric on rear window valance #** Rear window blind was not attached correctly and fell off. #** the flooring is bubbled in dinette couch areas where it was not properly stretched tightly

  

  Business Response

  Date: 03/14/2023

  Yes we did work on ************ trailer.  We had to wait for authorization from the factory as their unit was out of warranty.  We worked hard with the factory to get them to cover the repairs.  We then tried to get the unit  done by her dead line as she needed her unit back for a camping trip. She couldn't pick the unit up from our dealership so we even delivered the unit to her house to help her out.  She does live 2 hours away.   After her trip she found things she felt was not done to her satisfaction, she elected to take her unit to another dealer closer to her house.  We didn't get a chance to look at the work to determine if it needed to have  any corrections.   She then wanted  Tacoma RV to pay a $2,500.00 bill from the other dealer.  She should have at least let us look at the unit.

  She did send me the bill  from the other dealer and there was addition things that didn't need to be done. 

   I did offer her $2,000.00 back in September as good will from our dealership. She declined 

  I feel we are being more than fair with this customer as she should have brought the unit back to us to look at if we did things in correctly.

   

  LaDonna 

  Tacoma RV

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19529488
  
  I am rejecting this response because:

  ******* - We worked hard with the factory to get them to cover repairs
  
  
  Response I was in contact with the factory at the very least once a week most weeks it was 2 or 3 times pleading my own case with them. When I was told by Tacoma RV they were waiting for the factory to respond I immediately contacted the factory and was told they had requested Tacoma RV send them additional photos and information that they had not received..
  
  
  
  
  ******* We then tried to get the unit done by her deadline.
  
  
  Response Tacoma RV knew of the camping trip right away and I even asked if I needed to make other arrangements when the trip was a month away. I also expressed several times that if the time frame didnt allow repairs to be done properly and with good quality work other arrangements needed to be made. It seems as though Tacoma RV could have taken more precautions from the start to ensure repairs would be done in time for our trip and done in proper standards.
  
  
  ******* She couldnt pick up the unit from our dealership so we even delivered it to her house.
  
  
  Response I had explained from the very beginning that because of my husbands work schedule and the dealership being over a 2hr drive that we could only pick up on Saturdays. I also let them know the very latest we could pick it up was Saturday June 4th as our camping trip was the following Friday. We had a tentative appt to pick it up on the 4th, but when I contacted Tacoma RV on the 3rd to confirm we could pick it up the next day I was told that it wasnt going to be ready. That is the only reason they had to deliver it. Since it wasnt going to be done I even suggested that they provide us with a loaner camper or rent us a camper for our trip. They were the ones who decided taking the drive to deliver it was best option. I AGAIN expressed that if repairs were not going to be done adequately one of the other options would be better. I was assured repairs would be done in good quality and not rushed.
  
  
  ******* After her trip she found things she felt was not done to her satisfaction.
  
  
  Response It was not after our trip. I was working when the camper got delivered to our house so my mom was there at the delivery time. When I got home from work and did the walk around inspection I instantly noticed the huge glob of caulk on the roof. Upon walking inside I began noticing huge grease foot prints on my rug, scratches on the refrigerator among a list of other things. It was obvious the careless nature the repairs were done in so I immediately emailed Tacoma RV tech with my findings as well as called *******. When my husband got home we went through the camper together took pictures and compiled a list of all the damages we found. He then spent until 10 or 11 that night sealing the outside roof and sides that were not sealed properly during repairs and the gaps/holes would have allowed water in. Keep in mind this was Wednesday night and our camping trto rip was Friday. During our trip we found additional things like the dinette cushions not fitting properly in the bed position which made it hard for our son to use the bed during the trip.
  
  
  ******* She elected to take it to another dealer closer to her house. We didnt get a chance to look at the work to determine if it needed to have any corrections.
  
  
  Response First of all it was not another dealer it is a local RV repair shop that we have taken our previous camper to for all its annual inspection as well as this camper. When we brought the camper to Tacoma RV for repairs the interior was in brand new condition we had only used it 3 or 4 times. There wasnt even visible water damage from the defect. When we got it back from Tacoma RV the issue we brought it in for was not fixed not only that but now there was severe interior damage that was not there such as crack in dinette base, chips and peeling along dinette bench, slices in floor,scratches on fridge the list goes on about 18 things in total. Tacoma RV significantly damaged the resell value of our brand new camper and we were afraid of what we might get back if we took it back to them again. I expressed to ******* if it was a couple of minor things sure it would be reasonable to give them a chance to rectify the situation but with the severity of the damage caused by their repair process we were just not comfortable with taking it back there. Our choice was confirmed when the repair shop we took it too found mold that was untreated but Tacoma RV states in their work order it was treated.
  
  
  ******* She then wanted Tacoma RV to pay the $2500.00 bill from the other dealership
  
  
  Response Yes Tacoma RV caused the damage and should at least take responsibility for cost incurred. I sent her invoices that total about $2500.00 which does not even include all the repairs. It did not include repairing the slices in the floor or scratches on the refrigerator. ******* refused to step up and take responsibility for the repairs on the invoices. Instead she offered a $2000.00 if we signed a paper stating we accept this in lieu of Tacoma RV doing the repairs we feel are not done to our satisfaction. In our opinion this is not a fair or adequate offer. We are not declining the offer of the $2000.00 we are simply hesitant to sign something that implies we feel or that this is a satisfactory solution when it doesnt even cover the 2 invoices.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/21/2023

  The customer should have brought the unit back to us so we could have review the work if she felt it was not satisfactory.  She did not give us that opinion  and any body can look at something differently.  i am sticking to my original offer  as good will jester.

   

  *******

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19529488
  
  I am rejecting this response because:  As I said if it was only a few things sure we would have been happy to bring it back to them, but with extensive amount of damage that was done during the repair process the first time we did not want to take the risk.  I sent her several pictures and as you can see from the pictures above there is no need to physically see the unit to know that corrections needed to be made.  How is leaving mold untreated while saying on the workorder it was treated good business practice in any form?  ******* is free to send us the check for $2000.00 but as I said before we are hesitant to sign a piece of paper that implies in any way that we are ok with the resolution or that we think it is fair.
  
  Sincereley

  Katy