ComplaintsforLa Mesa RV Centers Inc

RV Dealers

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Initial Complaint
03/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
After purchasing ****** from LaMesa ** in **** **, we began to have basic, but fixable issues that required service. The catch is we had to bring ****** in from out of state and move it across town from our ** home to the ******* repair facility. After making a list of warranty items we were notified that the some items were going to take longer and we would have to move the ** back to our home while they received the parts. Since we had left town back to WA we arranged a family member to drive the hour across town and move the ** back to our home. We were told the list of items had been completed and we would only need 2 or 3 days for the water tank swap when we came back in. We scheduled a trip to fly in and have the ** repaired and drive it back to WA. Upon arrival we found that 3 of the 6 items were not fixed and 2 of the items were clearly on the ** and not checked. When confronting ****** about this item she talked circles and once she realized she couldn't talk her way out of it, she hung up on us. So once again we will have to fly home on short notice, make another trip in and in the meantime will have to have friends or family move the ** back and forth across the valley because of ************** advisors lack of competence or care. Checking to see if the jobs were done correctly is not a difficult aspect of the job, nor does it require any training, it really just requires someone to care. LaMesa ** doesn't care nor do they have a path for resolution. They don't offer any supervisor or management interaction. In our experience LaMesa doesn't care about anything other than the sale. On the last visit they told me I needed 2 batteries for $1000 and after approval they switched it to 4 batteries for $2000. Again, ****** was not interested in setting proper expectations which would have only taken 5 mins to lift the step in the entry way to look at the battery configuration. Worst experience I've ever had with a dealer of any vehicle.
Business response
03/27/2024
Good afternoon,

Thank you for your correspondence. We will assign someone to review this claim and reach out to develop a game plan for streamlined resolution.

Regards,
La Mesa Corporate
Initial Complaint
03/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a 2023 Thor Rize 18G-Van Up on 9/16/23. When I got in the unit upon pickup I noticed a check engine lite. I went back inside and spoke to ********************* who explained to me that a check engine lite had to be handled at a Dodge Dealership. I inquired why LaMesa would sell a unit with a check engine lite lit, once again he referred me to a Dodge Dealership and offered me a $500 refund. I was so upset I wish I would have refused to take delivery of the unit. They cleared the check engine lite and I drove home without the lite returning. I thought it was a fluke like they told me and was OK. Subsequently I spent a month or so outfitting the unit, became ill for weeks and finally got ready to take a drive. The engine lite came on immediately. I took it to the Dodge Dealership in Sonora who refused to work on it. I took it to ***** in ******* after finding someone to pick me up to home some 55 miles. I went back and they couldnt find a problem, cleared the codes. I drove it home. 10 days later I started it up and the check engine lite came back on. I no longer want a defective ********** Coach from LaMesa RV. I am 78 years old and don't need the hassle of being sold a defective unit and LaMesa not even checking back with me to see if the problem was fixed. I don't have someone I can have make 100 plus mile trips to the Dealership for repair to and from and back for pickup. *********************
Business response
03/22/2024
Good afternoon,
Thank you for your email. A member from our corporate team will reach out to this customer for assistance.
Regards,
La Mesa Corporate
Initial Complaint
03/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased ** on 10/25/22 with an extended warranty for 72mo for $8992. Brought ** into La Mesa on 2/8/24 for service. Automatic stairs were not responding properly, also had soft closed drawer that would not stay closed when driving. ********* consented to fix stairs but refused to fix drawer, said that the drawer was under the description of hardware, which was under their exception clause. There is no mention of hardware under their exception clause. (copy attached) After arguing that I had complained about that before even taking ** off lot when purchased, they had reassured me that it was fixed. I had to provide them with documentation for this request, for they did not have that particular paperwork. Luckily I did, and it was fixed at their expense. I was unhappy with this warranty program and La Mesas handling of the issue. When I got ** home I cancelled the warranty. Upon cancelling they shorted my refund by $935. They say it was for the work that was done on **(stairs and drawer?) What is the insurance for if I have to pay back what was covered? Of course when I called La Mesa they say it's up to Portfolio what is reimbursed, and when I speak to Portfolio they say that is La Mesas decision because they get the money. Typical run around! I am going to also file against Portfolio Ins. with same complaint. La Mesa also has made it very difficult to get any work done, scheduling you out for 3-4 mo. by the time you can get your ** in for service your 1yr dealer warranty is expired. This ins policy they sell you will not let you take the ** anywhere else within 60mi radius. No other options in area, Another reason for my cancellation, outside of the terrible service they provide, fighting you every step of the way.
Business response
03/22/2024
Good afternoon,
Thank you for your correspondence. ******* followed the cancellation protocol for this customer's extended warranty cancellation request. The cancellation protocol is determined by the issuer of the contract, Portfolio. There is no basis for the customer's additional requested refund. Accordingly, ******* will not be issuing any additional monies.

Regards,

******* Corporate
Customer response
03/25/2024
They have partnered up with Portfolio. Push and support this extended warranty program. They do Not support the consumer, nor even offer to attempt to make things right, by assisting the customer with a resolution. This is a terrible business plan. I will continue to follow through with my attempt to recoup the monies that was stolen from me, via other avenues if ******* and/or Portfolio do not make this right.
Business response
03/25/2024
Good afternoon,

Thank you for this additional correspondence. The customer requested cancellation of her extended warranty through Portfolio. The warranty cancellation protocol was followed. ******* cannot deviate from the cancellation protocol.
Regards,

******* Corporate
Customer response
04/10/2024
You need to teach the person, in my case a woman, to better explain warranties and to be honest with the consumer about these warranties. If people were aware of the truth behind them you would not sell many ,that I understand. You sell deceit and lies. Shameful! wish I had researched your company before purchasing a product from you. Never again! I will be sure to share my experiences with your company to others.
Initial Complaint
03/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Please see attached document
Business response
03/18/2024
Good afternoon,
Thank you for your correspondence. It looks like you're having some issues with getting parts for your Roadtrek unit. We'd be happy to help! We will research and investigate the holdup and develop a game plan to get this issue resolved.

Regards,

******* Corporate
Customer response
03/18/2024
they have not been helpful and sold me a new vehicle with a known problem
Business response
03/19/2024
Good morning,
Thank you for your correspondence. ******* has corresponded with the customer and its service team to assess the issue and develop a game plan to assist. The customer is experiencing an issue with her satellite radio that is related to the Dodge Ram chassis. Because the issue relates to the chassis, ******* cannot work on the issue. ******* advised the customer to take her unit to Dodge Ram for assistance. The customer's claims regarding a "known issue" with the unit are without support.
The customer has also been advised to reach out to Roadtrek, the manufacturer of the unit, for additional assistance.

Regards,

La Mesa Corporate
Customer response
04/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*********************
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Transaction Date: 12-01-2023 I paid La Mesa RV $3962.40 plus tax to replace six (6) batteries, that they said were bad / would not hold a charge.. Said batteries taken to Batteries Plus in ************** where they tested as good / held a charge. Batteries were then taken to Batteries Plus in ********* ******* were they tested as good/ held a charge as well. I had previously purchased those batteries 05-01-2023 from Great American RV who purchased from Batteries Plus and installed same.. My issue is as the batteries were not bad as La Mesa RV claims, I need to be reimbursed for the cost of those batteries that I paid for that did not need to be replaced. Both the Batteries Plus Commercial Sales Account Manager ********************* and Vice President of Batteries Plus, *********************, contacted and spoke with and or emailed ******************* ************ adviser for La Mesa RV in ************** attempting to find out what type of equipment La Mesa has to test batteries and never got an answer. I have sent several emails to **** requesting reimbursement with no reply. The issue is that La Mesa charged me for batteries that I did not need as the batteries that were replaced were still good and did not need to be replaced.
Business response
03/13/2024
Good morning,
Thank you for this correspondence. During repairs in late November 2023, technicians noted issues with the 12v power system. These issues were resolved by checking the power system and replacing batteries. ******* will not be issuing a refund.
Regards,
******* Corporate
Customer response
03/14/2024
Replacing batteries that did not need to be replaced did not solve any issue, as the toilets only work intermittently. The issue is the fact that the batteries did not need to be replaced to begin with. Batteries Plus representatives have attested to the fact that the batteries that were replaced did not need to be replaced due to being tested as good and that they hold a charge. A question remains as to why ******* refuses to respond to the questions regarding to the type of equipment used to determine the condition of the batteries they replaced. A refund is required.
Business response
03/14/2024
Good morning,
This customer's motorhome had an issue with the 12v charging system. The customer authorized his service advisor to proceed with diagnosis of the issues on 11/8/23. The solution was to remove and replace the batteries and check the charging system. The work was performed and is detailed on the customer's repair order.
******* will not be refunding these monies.
Regards,
******* Corporate
Initial Complaint
11/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased a 2021 Coachman Leprechaun RV , **** ES450 . 1.) Still have an issue with steering and hard to keep in the road . 2.) called Monday November 6 and left a message with ***** in Service. The dinette table is cracking and falling apart. It is now November 14th and I still have not heard from her.
Business response
11/15/2023
Sorry to hear of these issues! We'll get you in contact with service right away.
Initial Complaint
11/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Leaking roof on the slide out Broken awning Electrical fire Stove doesnt ignite Broken shower door Front door doesnt close properly Separation on cabinets and in bathroom Leak on emergency window Locks dont open correctly
Business response
11/13/2023
We are sorry to hear of these issues! We'll get you in contact with the service department right away to address.
Initial Complaint
10/31/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have a 2021 Winnebago Travato. The awning made by Carefree of Colorado has a recall on it. I made appointment in August to have the recall repair completed and requested they order the parts required so when I came in in October , there would be no delay. The time required to complete the repaid should have been no more than 2 hrs. My van sat at their facility for 5 days before any work was done. I received a call telling me the recall work had been completed but the motor for the awning was defective. They said they had ordered the new motor and would not charge me for the part but I would be responsible for the labor to install the motor at $199 per hour. I asked the service advisor,*************************, how long the repair would take and he told me 3-4 hrs. I said that my knowledge and research said that repair should take no more than 2 hrs and I really did not want to pay $600-800 to have a $200 motor installed. He said it would take 2-3 weeks for the motor to be ordered and delivered. To my surprise , the motor was recieved by them by Oct 20. ***** called and set my appointment for Weds Oct 25 siting the need to get it taken care of quickly. I call on Oct 24 to confirm my appointment and was told it had been scheduled for Nov 1 unbeknownst to me. Sensing something not quite right , I went to La Mesa to pick up the motor so that I had it in my possession. When I got to the parts department intending to pay for the motor they told me it was a warranty part and there was no charge, which was opposite pf what they had initially said . I took my van to another repair shop and they found the motor that was ordered was not the correct part, the gears in the awning had been removed along with other pieces which would make the awning inoperable even if the motor was replaced. The other facility had to order the complete inner mechanical parts for the awning including a new motor and I am sure my repair will now be in excess for $1000.
Business response
11/13/2023
Good morning,
Sorry to hear of these issues! After researching with the ****** team, it was determined that this customer scheduled an appointment for an awning recall. ******* ordered the recall parts ahead of time. ******* had the unit approximately 5 days (including a weekend). La Mesa's technician performed the recall. In doing so, it was discovered that the awning motor was broken, which may have been related to the underlying recall. Fortunately, technicians were able to get the broken motor covered by the manufacturer. However, as the unit is out of warranty, labor on this motor replacement would not be covered. The customer declined to have ******* replace the motor and asked to pick up the motor. Technicians handed the motor to him at no charge. The customer then went elsewhere for installation of the motor. As the unit was taken to a different shop. ******* cannot verify the claim about missing parts. Had ******* had the opportunity to complete the motor repairs, we would have completed them properly and and provided the unit back to the customer fully functional.
Customer response
11/13/2023
Entirely untrue! I did not have the awning repaired at a different shop. The appointment i
made and the date they put on their books were different. I could not make the scheduled appointment due to a trip I had already planned. I picked up the motor to make sure it was the correct one and ******* would not pull a bait and switch. It turns out the motor is not the correct one for this awning and all the interior gears , mechanisms and mounting hardware were removed from inside the awning. Even if the motor were the correct one it could not be replaced as all the necessary hardware had been removed. I would like to have it all back and will return the improperly ordered motor in trade for the parts which were removed.
Initial Complaint
10/18/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Hello, ** reaching out to you regarding a recent experience I had at an RV show held at ****************** in ******* on October 13, 2023.My experience, there was very disappointing heres why. I met up with a salesman by the name of ****, who is from *******. Sorry I dont know his last name it could be ****** or *****. Anyway, we went through the details of the deal and everything was written down and documented. At that point he turned the paperwork into your finance department and everything was calculated interest rate payment, etc. etc. they ran my credit and I was approved with a FICO score of 823.What happen next was a little questionable.The deal was supposed to have some added equipment that was disclosed and documented before the paperwork was turned in. The add-ons are matching spare tire with carrier and upgraded stereo for the ************* motorhome that I was looking to purchase, stock number VN194692.Again what happen next was a was another bad experience.*********************** was the sales manager at the show, and ********** was handling the finance. We agreed on the payment amount of $843 a month.At this point, **** asked me to initial and sign preliminary paperwork that basically stated that I agreed-upon the deal however, one of the documents I initialed **** said he will put the payment amount down once he walked in the finance office 20 feet away so that he can get the exact amount. Shame on me for initialing something that wasnt disclosed/documented before I initialed it! I felt there was nothing to worry about because Ive already saw the payment amount of $843 on a previous document. From here I told **** that I needed some time to think about it. Since my brother was with me I walked away to discuss it with him. Then I came back to discuss it with **** Some more. I thought maybe I should ask about the add-ons just to confirm they were added into the deal. At that point **** told me that none of add-ons were calculated in the deal.I ask why not didnt **** send in the paperwork with all those add-ons included ***** answer was, we did not see it and **** didnt mention it. I thought to myself thats a terrible way to do business! Now at this point I was very frustrated and disappointed with the whole process. I was ready to walk without purchasing it.Heres where it gets sketchy again I come back and discuss it some more with **** and he agrees to put in the carrier and spare matching tire into the deal at this point I still think its going to be $843 payment.I agreed on the deal then he hands me an envelope with my paperwork in it he shakes my hand I start walking away with my brother. I then pull the paperwork out of the folder and start going over some of the details before I get 100 feet away I realize that the paperwork now says $866 a month when it was supposed to be $843 a month. Oh, and by the way, that was the initial that I put down on the paperwork before he put the payment amount.??So what Im questioning is why didnt **** tell me the payment amount changed before he handed me the envelope and why would you ask somebody to initial a document that was supposed to disclose the payment amount before writing it down?**** should have put the payment amount down and then ask me to initial it. Once again, another questionable practice, and shame on me for trusting him!These are really big lifetime Commitments people are making and it shouldnt be handled so carelessly. 240 months of commitment on a payment is a big deal unless youre a multi millionaire but then again they would pay cash. So, in conclusion, the deal never went through. I just thought I needed to share my experience with you so that maybe you can help them become better at what they do with some very needed training. Or simply just slow down, and make sure all the details are handled. Whats the point of documenting things if youre overlooking it!This is the document on the bottom right corner that I was asked to initial before the payment amount was added!image1.jpeg Best ********************* Cell # ************
Business response
10/26/2023
Good morning,

Thank you for this correspondence. We're so sorry to hear your sales experience was not optimal, and will take this feedback to improve our sales process. It appears the ******* work-sheet you received was not reflective of certain add-ons, which explains why the final sales documents presented to you had a difference in price. We understand this frustration and will use to train our sales team in the future.

La Mesa Corporate
Initial Complaint
10/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On 5/28/2022 I took my Winnebago ****** 2500FL Towable ** into La Mesa RV to have the bearings repacked. The unit was approx. 1 year old with slightly over **** miles on it. La Mesa notified me that all 4 brakes needed to be replaced. I authorized the service and all 4 brakes were replaced and the bearings repacked. I paid $1628.46 on invoice # ZACS308045. After the repair I brought the unit home and stored it assuming the repair had been performed correctly. I used the unit 4 months later in Oct. 2022 and had a minor issue with the brakes failing to operate due to electrical issues. This problem is unrelated to the complaint. In Sept 2023, I again had the same electrical issue with the brakes which by then had failed completely. I contacted a mobile ***** certified ** repair tech to diagnose my electrical problem with the brakes. I felt it was very unsafe to attempt to tow the ** to La Mesa for any repair service, and La Mesa does not provide *************** While troubleshooting the electrical problem, the ** tech discovered that the brakes were improperly installed. The right side brakes were installed on the left side and vise-versa. There is a engineering purpose for which side the brakes are installed; incorrect installation leads to weak brake performance, premature failure and introduces a very significant safety hazard. I paid the ** tech to correct La Mesa's improper installation, and left an voicemail with ***************** Manager ******************************* on 9/27/2023 and received no response. I contacted ***** at La Mesa's Customer Relations on 10/3/2023. She informed that there is nothing to be done as the repair is outside of the 90 day warranty. My main issue is that it was impossible to visually verify within 90 days that La Mesa had installed the brakes incorrectly. To do so would require jacking up the ** and removing tires and brake drums. I only seek repayment of the the labor costs of La Mesa's improper installation.
Business response
10/06/2023
Good afternoon,

Thank you for this correspondence. La Mesa offers a 90-day warranty on labor. This issue was presented to ******* nearly a year and a half after the servicing in question, well outside of the warranty period. Further, any kind of braking issue would have immediately manifested. La Mesa declines to reimburse this customer on this issue.
La Mesa Corporate

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