We got a new rv from Nexus in Elkhart March 24, 2015. There were many issues from day one. The engine light kept going on & Nexus won't pay the repair
We got our new Nexus Phantom 3/24/15. While leaving Elkhart, the gas cap & engine light came on. On 3/25/15, a Ford Dealer said it was ok to proceed home although there was a vapor leak. They said that no one should smoke or light a fire by it. On 4/18/15, the gas cap was replaced at New Brighton Ford in MN, under the Ford warranty. On 4/20/15, the light came back on & New Brighton MN Ford called the service manager at Nexus for authorization to work on the rv. The service manager said we would have to drive back to Elkhart for the repair. On 4/24/15, Nexus added a clamp to the hose in the #6 position. We were told directly afterwards that they did not have the correct clamp so they used a larger one. On 4/27/15, we were in Owego, New York at Royal Ford because the engine light was lit. They kept us there 3 days, waiting for a filler neck part which was replaced under the Ford warranty. On 6/1/15, the rv was brought to Monticello RV in MN, because the engine light was on. They referred us to Ford. We waited on that because the rv was having other repairs done. On 9/9/15 and 9/10/15, we stopped at Ford service centers in WI & Michigan but they were unable to do the work in a timely basis. We stopped at 2 more Ford service centers in late Sept, in Utah. Again, we were told that they did not have time to work on the issue. In 11/15, **** ***** Ford in MN replaced the gas vapor sensor under the Ford warranty. The rv was stored for the winter. When it was out of storage, the engine light was back on. It was brought to **** ***** Ford 4/26/16. The Ford mechanic found that the improper clamp was causing a vapor leak. It was replaced with the correct clamp, and Nexus was notified of their need to pay for this repair as it was not under the Ford warranty, and it was the responsibility of Nexus. Nexus was sent photos and narrative besides the service manager having conversations with 2 people at the Ford dealer. We emailed a request for payment to be made so that we could get our rv back. The service manager sent an email stating that they did not believe that they had put an improper clamp on the rv. And he also said that there was no guaranty that this would fix the chronic engine light problem. It should be noted that when we were in Elkhart in April 2015 and when we were talking to a co-owner, in Sept 2015, by phone, we stated that we regarded this rv as a lemon. There were over 20 other repairs that had to be made involving things like a heavy pantry that kept falling open and crashing into the refrig on the other side of the aisle. We were accused of overloading it, yet there was NOTHING IN IT because we were heading home when it was new, and the pantry was obviously malfunctioning from the moment we went slowly around the roundabout in Elkhart. It took 3 different repairs to finally get the pantry replaced with one that worked. This is just one example of the many issues with the rv. Another issue was that our salesman told us that Nexus would be getting a repair shop contract in our home state, by the time that we picked up the rig. This has not happened, and almost every time that we have gone to a MN repair shop, either Nexus refuses to work with them or they complain about and refuse to ever again work with Nexus. Elkhart is a 2 day drive for us.
We need to be reimbursed for the repair of the vapor leak which has plagued us since day one. This was a chronic issue that has caused us much inconvenience, trip delays, wasted gas mileage, frustration, and fearfulness (of driving & camping with a potentially unsafe rv).
To whom it may concern,
This unit has been at a number of Ford dealers for the repair. Nexus uses a local Ford dealer to make repairs if needed on a Ford concern. Nexus also is part of the Ford QVM program. The program dictates that Nexus conforms to criteria set forth by Ford. Part of this criteria is that the clamps and fill neck supplied by Ford must be used.
Ford dealers work on a flat rate for repairs. Obviously this repair has been documented by Ford and as Ford has replaced the entire system they suggest this is not their concern. Nexus contends that since multiple repairs have been attempted and this odd clamp has been installed it exonarates Nexus from this concern. What Ford dealer installed the clamp?
The local Ford dealer if called would have had a service technician diagnose the issue and if needed sent the unit back to their shop for repairs. The Ford technician would not have given his blessing to drive back home. Nor would Nexus insist that the unit be returned to Nexus to work on a Ford issue.
Nexus has a 12 month warranty. These items have been addressed by Ford without any involvement from Nexus. The 12 month period has expired and the Nexus warranty has expired.
In a good will gesture Nexus proposed to the customer that it would send half of the amount of the invoice to him. The customer responded by filing a complaint.
In summary this appears to be a Ford issue handled by Ford. With multiple repairs performed by multiple Ford dealers and the latest dealer having the unit for the second time. This just doesn't add up as being a body builder issue from the start. With many of the fuel delivery components changed by individual Ford dealers this is not a Nexus issue.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Nexus is unacceptable to us. As we stated in our complaint, the over-sized clamp #6 was installed at Nexus on 4/25/15, following a consult between Nexus and their local Ford dealer. The other Ford dealers became involved after that, because the engine light kept returning shortly after every fix attempt. This is why we have had many ongoing communications with Nexus about our dissatisfaction. **** ***** Ford finally determined that the over-sized clamp was the source of the chronic vapor leak. We should not be monetarily penalized for purchasing a new motorhome that never performed properly, despite our efforts to get it fixed. This unit has already caused out-of-pocket expenses for multiple trip delays. In addition, before we ordered the rv, the Nexus salesman assured us that Nexus would provide us with a nearby service provider by the time that our unit was completed. This has not happened yet. We need more than a half-hearted goodwill gesture. We need reimbursement for the cost of the vapor leak repair.
Final Business Response
Nexus will pay for the bill. Nexus does not accept any responsibility nor does it extend any warranty considerations. We appreciate doing business with Mr. ******** but this concludes our obligation on this motorhome.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
The proposed repair reimbursement is a fair resolution and we are eager to move on and start enjoying our motorhome. We are hopeful that the problem is finally fixed, and we will not be seeking further warranty-related repairs. We charged the repair and will be needing reimbursement to come directly to us from Nexus.
******* & ***** ********