Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I purchased a new travel trailer on April 9, 2022. At time of purchase, kitchen window blind was missing and we were told it had been ordered. In June, we received a recall notice from the manufacturer, I tried calling Windish RV 6 times in 3 weeks to follow up on our window blind, as well as scheduling to get the recall resolved. No response. I then submitted a request on their website and received a prompt call from our salesperson, who promised we would receive a call from service that day. To my surprise, I received a call from **** in service who advised we already had an appointment on Thursday, August 18th. We were never told that an appointment had been made for us, I asked if we could drop off our trailer on the Saturday beforehand as we live 2+ hours away from the dealership and we work during the week. Over the last several weeks I have been told this can be done, but I need to talk to (insert next persons name here)_______. I cant get a call back, it is clear that other than our salesman, no one cares about customer service after the sale. Other customers have been granted this option, but we are being ignored.
Business response
08/12/2022
***** has been in contact with our GM *******************. The client does have an appointment on August 18th but there was some miscommunication of this appointment. The client cannot bring it that day and we did advise the client that in Lakewood we cannot accept units on the weekend since Service is closed and we would have no way to move the unit as we have no fork lift drivers on Saturdays. Without moving the unit to a safe location the unit would not be secure on our lot. She lives closer to our Fountain location and both items can be addressed there. She was advised to call *** our service manager in Fountain and speak to him and see if they can accommodate a Saturday drop off but like us they are also closed on Saturday's. As of now she has not made contact with our Fountain location. We are more than happy to service the unit but we cannot take the Unit on a Saturday.Customer response
08/12/2022
Complaint: 17705222
I am rejecting this response because: I have had an email conversation with ******************* and have left messages for him to call me back. Unfortunately, ************ has not taken the time to research our situation and since he will not speak with me so that I can provide the missing details, this is not resolved. In an email yesterday, ************ clearly stated that "special circumstance customers" have been afforded the courtesy to drop off trailers on Saturdays in the past. I am not sure how one qualifies as a special circumstance customer, by clearly, we do not qualify. ************ claims that no one from the service department is available on Saturdays, however when we purchased our trailer, it was indeed on a Saturday, our camper was moved perfectly fine to drive it off the lot, as well as personnel was onsite to install our weight distribution hitch, which was not performed by a salesperson. Three members of ******* staff (***, **** and ****) confirmed that dropping off on a Saturday is possible.Additionally, since ***** will not speak with me, his assumption that we only had 2 items that need attention is also incorrect. All of my email correspondence with ***** has been polite and professional, I'm not sure why he refuses to take and/or return my calls.
Sincerely,
*****************************Customer response
08/26/2022
***, the service manager of the Fountain location did reach out, initially to fix 2 items. Again, both my husband and myself tried to reach ***** to discuss the additional warranty items that need fixed. To date, ***** has not returned any calls. ***, however has been very professional and easy to work with.Business response
08/30/2022
Your trailed is currently in Fountain and being worked on, there were seven things that need repaired and all those items are being taken care of. Grand Design did misspeak that all your repairs can be done at our Fountain location. We did get an exception this ONE time to repair all your problems in Fountain. If anything else needs to be addressed it must be done at our Lakewood location. If you do have additional items that need repaired you need to contact our service department in Lakewood. ***** has communicated with you via email. When it comes to service appointments only the service department can set up and schedule those items. None of our advisors in Lakewood have received any messages or correspondence from you regarding any issues that were not addressed in Fountain. Please contact **************** at ************ to schedule any further appointments. Again we are only open Monday through Friday 8am-5pm. Tell us why here...Initial Complaint
05/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We took our 2018 Jayco Eagle HT 5th wheel trailer to the Fountain location for warranty work. Part of the work that Jayco paid for was a repaint of the front cap due to fading. After painting, which was only blending and not a full paint job. The paint on the front cap is peeling and has failed. We have taken our trailer 4 times to get it fixed. We have showed up 2 times after them telling us it was complete and it wasn't. The paint failure is being blamed on rock chips and not bad paint. The last time we took it in we added collision damage that is being paid for by insurance. This also needs to be fixed as there is still scratches and the new paint has bubbles in it. We want to be compensated for driving 150 miles each way when we were told it was complete. This problem has been brought to the attention of *******************, *********************, and the service department with no resolve.Business response
05/24/2022
*************** brought in his unit as he states, however the paint was always looked at by a professional painter not a Windish Employee. The chips were deemed rock chips which are not a warranty item. It is caused by normal wear and tear. The unit is currently at our Fountain Location being repaired and the customer states that everything is fine all the problems have been resolved.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.