Complaints

This profile includes complaints for Roadmaster Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Roadmaster Inc

  6110 NE 127th Ave Vancouver, WA 98682-5816

• 

  Roadmaster Inc

  PO Box 823330 Vancouver, WA 98682

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:09/09/2023

  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 was towing a **** Jeep Grand Cherokee attached to my **** Monaco Dynasty. After being underway for several hours, I noticed in my camera, the tow vehicle was moving too far to the side. I completed a safe stop at the roadside and discovered the problem was one of the arms of the towbar had released from its extended position. This allowed the tow vehicle to collapse toward the back of the motorhome. The other arm of the towbar remained in the extended position, but the collapsed arm allowed sideways pressure on the extended arm, resulting in a bent piston for the extended arm.I had a spare towbar on board, and replaced the failed towbar, to continue my trip home. After arriving home I contacted Roadmaster via email and had an extended dialogue with the tech support contact *** at email address ******************************** The summary of **** suggestion was.there was no failure of the arm release, and the towbar was very dirty. No effort was made by *** to investigate further. He described it as user error.My reasons for reporting this failure were not to point fingers or get monetary rewards. This type of failure can cause people serious injury or death. I simply want Roadmaster to investigate this failure, advise me if there have been similar reports of this failure, and let me know they are seriously reviewing this as a matter of product quality and consumer safety.

  Business Response

  Date: 09/12/2023

  Hi I am ***** with Roadmaster Inc.

  I have reached out to the customer and we are working to resolve this issue.

  The product in question is approximately 20 years old and well out of warranty but we are working with the customer. Nothing will happen until the customer returns to the states in two or three months. Roadmaster will perform inspection upon the return of the product. Once inspected we will do or best to satisfy the customer.

  Thank you *****

• Initial Complaint

  Date:05/04/2022

  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.

  I purchased the Roadmaster Falcon-2 Tow *** from etrailer.com in December 2020. I used it to tow my 2016 *** **** behind my 2010 ********************** A motorhome. The *** has the 522115-5 Road Master EZ-5 Base Plate Kit installed. The two longest journeys were Florida to Wisconsin (April 2021) and Wisconsin to Florida (October 2021). I have had no trouble with the system until this trip. It is my routine to check the tow system at every stop (usually about ******* miles). After about ***** miles into my trip from Florida to Wisconsin the tow bar failed while I was traveling approx. 60 mph on the interstate. It was approximately 200 miles after my last stop for gas (and check of the system). The safety cables did their job and I was able to get to the shoulder without causing an accident.This happened on Thursday, April 28 near **********, **. I had to call a tow for the car since the arms of the tow bar were folded underneath the ***. I had it towed (Joe's ******* to a local mechanic with experience with tow equipment (***************** in *******, **) . The tow bar was destroyed and there is significant damage to the *** and the motorhome. It was verified that the base plate was unaffected. I ordered a new Falcon-2 Tow *** ********* and had it delivered where I was staying in Iowa. I was able to pick up the ***, install the new tow bar on the base plate and had no further problems completing the trip to Wisconsin.Roadmaster has refused to honor the lifetime warranty provided for this product. They are claiming customer error.

  Business Response

  Date: 05/05/2022

  We are truly sorry that the customer had this traumatic experience.  Needless to say, we don't want any customer to go through such a thing.  But the tow bar did not fail.  The tow bar came out of the motorhome's receiver, and then the car was towed over the top of it.  The tow bar is normally secured into the motorhome's receiver with a standard 5/8" hitch pin and clip.  This is the same hitch pin used universally to tow just about any trailer behind any truck.  The 5/8" hitch pin has been a standard in the hitch world for over 70 years.  In this particular case, the tow bar was not secured into the receiver and it eventually pulled out and fell to the ground while towing.  This could have happened a few different ways.  One, the hitch pin and securing clip was not inserted through the tow bar at all.  It is rare, but customers do sometimes forget to secure the tow bar with a hitch pin and clip.  Two the hitch pin was used and inserted but as some point someone removed it (stolen?).  Three the clip wasn't fully inserted or secured on the hitch pin and the clip eventually fell out.  Then over time, the hitch pin worked its way out.  Once the hitch pin falls out the tow bar will eventually fall out of the receiver while towing.  Four, and this isn't likely, the ** encountered debris and perhaps hit the clip just right to dislodge it allowing the hitch pin to work its way out.  I believe the customer thinks the hitch pin itself failed.  This is the least likely possibility of all.  These same hitch pins are used to tow travel trailers that are multiple times heavier than their car.  If the standard 5/8" receiver hitch pins were failing, then customers towing travel trailers, utility trailers, and any thing you tow behind a truck would be breaking loose all across the country.  It just doesn't happen.  The customer claimed the tow bar failed, but no part of the tow bar failed.  No tow bar will work if it isn't secured properly in the receiver hitch. This isn't a warranty.  It is a tragic accident.  As a result, I would encourage the customer to turn this over to their insurance if there are substantial damages.  I am sincerely sympathetic with the customer, and sorry they have to deal with this.

  Customer Answer

  Date: 05/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I only accept this response because there is no way to fight it.  I cannot prove that they are wrong.  The only possible option I can think of is to try to obtain video from my most recent stop to demonstrate the the pin and clip were properly installed.  I don't have the resources or time to pursue this option.  

  I understand that their opinion is that pin failure is the least likely possibility and customer error is more likely.  As I originally stated, this rig hookup was thoroughly inspected every ******* miles with no problems found.  At the point of the failure I had traveled over ***** miles with no change to the rig hookup.  If the clip or pin had been missing the car would have come detached from the motorhome much sooner.  Customer error was not the cause in this case.  

  
  
  Sincerely,
  
  *****************