Customer ReviewsforFraserway RV LP

If I could score them in the negative I would. We took our trailer there last fall to be winterized. They broke a piece of the anode rod off of hot water tank in front of my husband and said they didn't. So he told them to fix it and winterize it. Then in spring we went in to get it de winterized and they informed us the hot water tank was broken. And we had a bill over $2700. So I called to talk to ********************* service manager, who would just not listen and arguing with me about who broke what so I asked to speak to his manager. He either hung up on me or the connection was lost. So I called back and asked receptionist to speak to manager, (****) who said he would look into it and get back to me. So next day **** texts me back saying that yes hot water tank is broken and send a screen shot of what our bill is going to be $2226. And that they were willing to pay half of that. Then my husband goes to pick our rv up and receives a bill for just over $1700 which was definitely not half of the $2226. So I tried to message the manager back who just tells me he's away and cannot help. So I tried to call district manager in ********** because I don't think it's right this company agrees to pay half then ****'s the price up $500. She was very rude and wouldn't listen and when I mentioned the BBB she said I was being threatening and ended our call. I dont understand how if they did thier job properly to begin with how my hot water tank is broken and if my husband told them to fix anode rod and if it wasn't winterized properly to begin with why did they not say that. And if they agreed to pay half of the $2226. Why are they not when all reality it's thier fault my hot water tank is broke and they should be fixing it for free. After all they said it was winterized even sent me a copy of my bill with winterized highlighted on it.

Your unit was brought to Fraserway RV for our drive through winterization event. When the technician started the work, he noticed that your unit was already frozen, and the anode rod was frozen too with the end nut broken off. As the rod couldn't be removed, we took the unit inside to let it thaw. At no time did Fraserway break anything as your husband can attest. Unfortunately, the freezing had already further damaged your water heater which you told us had previously been repaired at another dealer. As the unit arrived frozen with a previously repaired water heater and a frozen anode rod, it would be impossible to say that Fraserway RV had caused the damage. You agreed with the General Manager that paying 50/50 was only fair. We have your agreement on record. Your call with both the Service Manager and *********** was aggressive, combative and included incorrect information. The work is complete and your unit is ready for collection. Thank you Fraserway RV

I have purchased RVs in the past and dealt with many ******** dealers , FRASERWAY RV ******** was the most incompetent , untrustworthy, and total lack of customer service I have ever seen .The finance manager , branch manager and Service Manager operated with total lack of accuracy and no ethics . The finance manager messed up bill of sale twice and we had to correct her at the sale.Our new fifth wheel had deficiencies prior to purchase that we were told would be repaired that were not , we dropped off in Oct for repairs and dealer put them through warranty and all were still not repaired on pickup end of January . The Branch manager assured us trailer would be ready in Dec and still wasnt repaired in Jan and they froze and destroyed our deep cycle batteries and would not cover them. I do not recommend this dealer to anyone and we are totally sorry we even walked in their doors and will never purchase there again .

************, we have carefully reviewed your comments and compared them to the correspondence that you have had with us regarding your unit. When you took delivery, you identified items that required our attention. This is to be expected with any RV. As you wanted to head out camping immediately, we accommodated your wishes and took delivery to address these repairs on your preferred date. You advised us as time of drop off that you were done camping for the season and that your unit was winterized. All work that was covered by the manufacturer's warranty was charged to them. On pickup, we did notice a further item and secured warranty coverage. As you were not camping, you shared that you were happy with the repairs and cleaning that we had done. Unfortunately, as you had not removed the batteries from the unit, they did freeze. Our work orders, which you signed, clearly indicate that it is the responsibility of the owner to remove batteries. Unfortunately, with the yelling and swearing from yourself and *************, you were not willing to speak with our Service Manager and then you left.We believe that we did everything that we could to meet your expectations, and it is unfortunate that you did not remove the batteries, but Fraserway is not responsible for the damage caused by the weather. Sincerely Fraserway RV

I have purchased 5 trailers thru fraserway rv and honestly I dont think I will ever go back .my son and I purchased a trailer last year and from day one have had nothing but problems with service and warranty.the final straw is that it was broken into on their lot and when I went to find out the damage it was getting dark and I live in ******* so it wasnt just a 5 minute drive to ******** the general manager **** couldnt even turn on a light for me he used his cell phone so I couldnt see how much damage .then proceeded to tell me to make an insurance claim and when I said why do I have to its on your lot he said if you got broken into in the ******* parking lot would you sue ******* ? Total **** and then said you signed a waiver when you dropped it off on the work order and I said hey we never signed anything..I dont believe I have ever been treated so poorlyhorrible customer service very poor sense of empathy and lack of overall compassion for someone breaking into and sleeping in someones personal space ..my son has been back 5 times since he bought the trailer .gone thru numerous repair people and been passed thru to people who had no idea who he was we purchased extended warranty and for what ? To be charged hundreds of dollars every time .i will not go back without a police officer to check out the damage not even a phone call to say anything about it just a hey your trailers been broken into.too bad so sad ..get an insurance claim and this so called general manager didnt even know which detachment I was supposed to call to get a file number .i am absolutely appalled at my treatment and I suggest anyone who purchases a trailer thru this location think again .once you leave the lot you are definitely on your own .

As we discussed, as we unfortunately didn't know that you were dropping by we were not prepared for your visit and were closing down for the evening.. In reviewing the unit with you we explained that if items were missing you should submit a report to the police and claim through your insurance. As the lock had been damaged, we quickly replaced it to provide more protection for you. All units on the lot are protected by their own insurance so the lock would be part of the owner's responsibility. Sincerely Fraserway RV

My wife and I had a terrible experience with FraserWay Parts and Service in **********. I sent my complaint ( listed below) to the Parts Manager ******************* as well the Service Manager and the Service Representative I had dealt with. ******************* called me within a hour of emailing my complaint. He was very courteous and apologized for our terrible experience and inconvenience. *** refunded us the cost of the part and worked with the ****************** to refund to us the labour portion of bill. I was 100% satisfied and wanted to Thank ******************* for taking the time to making our experience right and for Communicating to us what was happening throughout the process. Our Initial Complaint On June 5th 2023 ?as heading out on holidays the 2010 Dometic Fridge in my Trailer stop working. Before catching our Ferry we were able to have the Electronics Technician at *********** test and diagnose that the main ************* require replacement He gave me the exact part number that my 2010 Dometic Fridge required Dometic *************.He suggested I might be able to find the correct ************* along the way through the Fraser Valley. While on the Ferry I called all the major Rv dealerships in ********** and ********** area and only ***** with Fraserway Rv parts said she had one with the proper part number. ***** sends it over the service and we deal with **** in service and spend a couple of Technician hours for a total cost of $679.99.Upon returning to ****** *********** Ordered the correct circuit board with the proper part #, Installed it 20 minutes and vola the Fridge works. Total cost for the correct board, labour, environmental & shop fees $250.22 or only 37% of Fraserway Rv fiasco. I felt that I had been lead astray by Fraserway so I requested a full refund of $671.99

*********** thank you for letting us know that we were able to turn things around. We appreciate that you allowed us another chance to get things right. Our customers are the most important part of our business and our goal is always to use customer feedback to improve as we go forward. Thank you again, we will ensure that *** is aware of your kind words. Sincerely Fraserway RV

I wish I could give a negative star rating. I bought a truck camper, when I picked it up they waited until I signed for it and had it loaded before they told me the roof was damaged and needed replaced. Dropped off for repair. I was late picking it up as my new diesel truck sat on the lot waiting for parts for over 2 months. Brought the camper home parked it in the driveway and the first wind storm we got the sky hatch blew right off of the camper. Called Fraserway and told it was my problem. Save your time and money and do not deal with this company

We did take the time to identify the roof damage with you in advance of the sale and advised we would be replacing the roof membrane at no charge - and at that time you expressed you were pleased we were taking care of you. You then accepted the unit once the work had been done. Your unit then sat with us from October to March until you were able to pick it up. During the various storms that came that winter, there were no issues with the sky hatch and ************** confirmed from your photographs that the hatch had been correctly installed. As the hatch came off due to weather and was not the fault of Fraserway RV, the best way forward would have been to use your RV insurance. Sincerely, Fraserway RV

We booked out trailer in for an appointment at *********** dealership in March, 2023 for some major water damage repairs. It finally got looked at in April and we were given a quote. We agreed to the cost and was told that it would be worked on in May and hopefully be ready by the end of May. We called the ****************** numerous times later in May and the beginning of June with no response back from the department. We even went to dealership to try and meet with the Service manager. We were pretty much ghosted by that manager. We left a message for the ** and only then did we hear from the Service manager, although we did not hear back from the ** directly. The Service managaer promised, again, to contact ** on a specific day and of course did not. Here it ** June, they have had our trailer on appointment since March, and have done nothing! I would definitely not recommend them for any major service. We have had some acceptable service done in the past and that was why we went back. But never again, not for service.

We appreciate you giving us the opportunity to work with you to resolve all your concerns. Sincerely, Fraserway RV

Sales great , after service and customer follow up extremely poor.

****************, the General Manager has been in touch with you repeatedly to address all your concerns and has expedited parts and repairs on your behalf. We are uncertain where you have found our follow up and level of service to be poor as we have kept you informed and updated throughout the process. It has been our intention to take care of you as a valued customer each step of the way. Sincerely, Fraserway RV

Thanks for your reply.It would appear that FW head office is not aware of the problems with the service problems I have encounterd from this dealership. I will list a few for your info.Service **** failed to switch a relay switch back to its proper position after servicing which resulted in a ruined battery.Last service on a slide out service tech left wires un protected in the bedroom fully exposed after service and was returned that way.Slide malfunction at the dealership resulted in manual moving in by service and it wasn't fully closed resulting in water leaking in after rain storm. After cleaning up and drying I got some help to put in fully.Motorhome dropped off to dealership all secure understoarge and left after service all unlocked.Service manager informed me that a tape or do not use on would be put on slide so it wouldn't be used while awaiting parts.Never done .I waited three months for service to my unit , partly as I was away for part of that and with road conditions I didn't want to drive the unit.The day I arrived for appointment at 10 am I was informed by a service advisor that due to a staff training exercise that most likely my work would not get completed as scheduled as staff were only working till 2.I also then walked out of the service department being upset and told them it was best to have the service manager come and see me in the parking lot.He never showed and called me about 4 hours later on my cell, claiming to be in a meeting and busy.The training was eventually cancelled but being kept informed and communicated too leaves a lot to be desired.My comments can go in but this is for the information of Fraser Way RV.My last message to your ** went unanswered for 4 days as to the status of parts and would it would be repaired. This was never answered till day 5 after it was escalated by myself.As you can imagine when you purchase what is stated as an excellent MH fully checked over and believe the word used as certified with approx **** miles and a few years old by the sales department. By all means if Fraserway wants more info , I would be happy to share more as I find there tone of the reply very one sided.I have made arrangements with the ** and Service to take the unit in again next Tuesday for repairs to be completed.

We booked a service for our ** at the end of March as we are relocating to the Okanaganan. The earliest appointment available was April 27th, when we were assured that we could have the unit back in 2 days we booked and rescheduled our moving plans to May 2. When we went to drop the ** off, the service rep was rude and abrupt, she said they would look at the unit in ***** days, why would we make an appointment only to have to wait 2weeks?Obviously that didn't work for our plans. We said we had been told we would have the unit back by the 29th, she replied she didn't know who had said that, and that this is how it is. We mentioned again that we had rescheduled our move around the appointment and she replied what can I do about that. I would not recommend Fraserway RV for servicing your **, you are at their mercy and obviously customer service and honest is not high on their priority list.

Ms. ************ ** appointments are rarely same day turn around. When making an appointment it is to drop off your unit so that we can understand the items that need repair or adjustment. The ** is rolled into the shop within a few days of drop off. The 10 - 12 day scenario was shared as a 'worse case' so that expectations were set. If the Service Advisor appeared abrupt it would be due to the behaviours of your husband. The friend that he arrived with actually had to apologize to the team for your husbands behaviour. Fraserway RV