Complaints

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:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On Friday May 24th my wife and I went to an advertised event specializing in RV sales. After finding a specific 5th wheel, we decided to purchase that 5th wheel. We signed all paperwork and was informed we would be contacted when we can pick up the trailer. The following Thursday we drove to the dealership to take possession of the trailer we purchased. The trailer they had for us to pick up did not appear to be as clean as the one we saw the previous week. It had flooring damages that was not there when we saw it. Looked to be older with "Lot wear" many small things were not "fresh" like the one we purchased.After asking around 1 person said that the trailer had come from *********** and was missing keys, another person said that the trailer came from another ********* location and had to be transferred back to **********, ** When we went to pick up the trailer, we had to resign all paperwork allegedly because the finance person had entered the wrong vin number by 1 number.

• Initial Complaint

  Date:06/10/2024

  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.

  Purchased a new 2024 RV on 03/16/24 from the Blue Compass RV Bend OR location. License and registration fee was sent to our local licensing office on 04/28/24, for the incorrect amount. Local licensing office left four messages with the Bend OR store to notify of the incorrect amount. No calls were returned. I personally placed four calls (and voicemails) to the Bend OR store, with no return call. We physically visited the store (4 hour drive from our home) on 05/13/24 to find out what was going on since we were not receiving return calls. While we were at the store, finance manager called the corporate office that handles the Title transfers and was told that a replacement/correct check would be sent overnight to our local licensing office. Received a call from the assistant to the Region President to notify me she is aware of the situation and will make sure this gets taken care of. ***** call from this assistant on 05/31/24 that a check was overnighted on 05/30/24. As of 06/10/24, no replacement check has been received at our local licensing office and the assistant to the Region President is now not returning my messages (voicemail left 06/06/24 and text message sent 06/10/24). As of 06/10/24, we purchased this RV almost 3 months ago and we still don't have a registration or license plates, and temporary permit is now expired so we still cannot legally tow our new RV.

  Customer Answer

  Date: 06/11/2024

  Blue Compass RV has finally provided payment in the correct amount to our local licensing office. Now I will see if Blue Compass RV sends me a refund check in the amount of $129.77 for the overpayment of the license and registration fees that we paid on the day of purchase.

  Customer Answer

  Date: 07/16/2024

  This complaint has been resolved directly with the company. 

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On June 28, 2022 we purchased a 2022 Keystone Passport SL from the ************, ** location.October 15, 2022 we dropped off our camper to have a leak, and water damage caused by the leak fixed. Since then it has been an absolute nightmare! I had to really summarize ( 6 pg. doc.) all the things that we have run into for this complaint.For the last 20 months our camper has been in and out of both the ************ and *******, ** locations. It is currently still at the *******, ** location as of today. We do not have any clue to how long it will take this time to fix damage their service techs caused. As they are now short staffed.All this time it has been one thing after another trying to fix the initial problem. Something that should have taken a few days of continuous work has turned into almost 2 years. While trying to fix the initial problem some of the service techs throughout this time made things worse instead of fixing the problem or did not do anything at all.We were constantly blatantly lied to and given the run around. Always waiting on parts, paneling, and trim. At this point our trailer has been taken apart and put back together at least 4 times if not more. At this point we are concerned about the structural integrity of our camper since it has been worked on so many times.

  Customer Answer

  Date: 07/08/2024

  Update: The ******* location called on July 3rd and said our camper was ready for pick up. Due to the 4th of July Holiday I was not able to pick up our camper until Friday July 5th. When I showed up the person in the service department said and I quote " All of your plugs are working again!"

  Before leaving I walked around the camper to make sure there was not any added damage to our camper and left.

   

  July 6th, 2024: I got up early to clean and reorganize the camper. We have our camper plugged into our **** outlet in the garage. I went to the ****** box and flipped on the main, A/C, and solar breaker as I have always done since we bought the camper in June of 2022. I went in the camper to turn on our celling lights and nothing the did not come on.

  I was able to get our LED strip lights, and one push light to come one, however they were really dim. This let me to believe that they were running straight off our battery even though we had our shore power cord plugged in. So I went back to the breaker box and  flipped on all the breakers and was finally able to get my ceiling lights to turn on which I thought was odd. So I decided to let my battery charge for awhile and test to see if my light were running off the battery and they were. This was not the way our light worked when we bought the camper.

  I wanted to watch our ** in the camper while I was cleaning and I could not get it to turn on. I replaced the batteries in the remote and nothing. So then I went to turn it on by the factory button on the ** and nothing. So then I decided to test all of our plugs. I got a plug in light to test all the plugs that were supposedly fixed. In our kitchen we have a solar **** Plug and it was dead. The **, and bathroom plug are on the same circuit as **** plug and none of them were working.  On the left side of our bed we have 2 USB ports for charging and was not working. Next I checked the 110 plug and only one of the sockets were working. Next I checked the right side of the bed. USB ports were working, and only one 110 plug socket was working. After that I went to shut our garage door and it had no power as the breaker in our house was kicked due to the camper being plugged in. This is the exact reason why we took it back to get fixed in May. So, they did not fix anything! Had our camper for another 2 months and did not fix the problem that they caused in the first place.

  Later that afternoon I decided to do some investigating. I pulled apart the **** plug in the kitchen to see how it was wired. Only part of the plug was wired correctly. This could potentially be a fire hazard!

  Every time we take our camper back to be fixed it never gets fixed! It only seems to get worse! 21 months I have been trying to get my camper fixed correctly and I am not putting up with it anymore!

• Initial Complaint

  Date:06/02/2024

  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.

  Date of transaction: Paid $136,000, financed $150,000 Date picked up ** on May 23, 2024 Did a 2 hr walk through, to learn all about my ** Nature of dispute: I drove 3 hrs home and the ** would not level or the slideouts would not go out.The following morning, no one from the business would text or return my calls. Then I called Tiffin, manufactures of the ** and they had me call the company, *******, who takes care of the motors for the leveling and slide outs. From there the company took over my phone and had my brother and son do a lot of technical items and deemed this motor NONworking. I then sent this information to the tech in **********, Blue Compass RV and he finally called back and had my son redo all of the information we just did with the tech from *******. The tech from **********, after redoing everything the ******* tech did, said it was not working and he'd have a motor in by Tuesday. He DID not call me back Tuesday, and I called back Wednesday, and he did not take my calls. So I called my salesman, and ask to speak with a General manager. He had some **************** call me and I assumed he was a GM. Come to find out, he was parts manager, not a GM. Everyone I have spoke to from ********** treats me like I'm an unknown person, not that they have my money. What happens if my son and brother wasn't around to help me do all of the technical things they had them do?Why do they not call me back?Why can they NOT fix this ASAP? It wasn't even 5 hours off the lot and it wouldn't work

  Business Response

  Date: 06/11/2024

  We appreciate these concerns being brought to our attention. The General Manager of the dealership confirmed that the hydraulic pump failed and that service began the warranty process with the manufacturer.  When the part arrived at the ********** location, the customer asked to have it shipped to ********* which was closer to them. As soon as the part arrives, ********* will set up an appointment with the customer to complete the repair.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21791988
  
  I am rejecting this response because: NOONE follows through with anything they say.   I still have not received and my ** is not in working condition to level the ** nor can I open the slide outs.  I have owned this ** since May 23, and it still has not been fixed.  I show that the new part was shipped from **** on the 6th and received in ***************, 06.10.24 and still haven't heard from anyone about fixing my **.  I was told by the parts manager, that a person named Will would call me asap and get this installed so I can use my **

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

• Initial Complaint

  Date:05/29/2024

  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.

  We took our RV to Blue Dog RV for an estimate for water damage to the kitchen floor, March 30th, 2023. We called approximately every eight to ten weeks checking to see if the estimate was completed. We spoke to someone new and had to explain every time that we were waiting for an estimate. We were told they were behind due to the change over to Blue Compass, had a high turnover rate, one time we were told they didn't have the *** they did walk the lot and find it though. We finally got a call after about nine months saying they talked with my insurance company and are ordering parts, would call when it was ready. Two months after that, we get a call that it's ready. They are charging us over $12,000 for items such as couches and trim. We didn't authorize or know they were fixing these items, our insurance company didn't either. On March 22, my husband called in to discuss the charges and who authorized the work. The man working said we would be getting a call from someone higher up, and still haven't received a call. We went in to talk to someone that same day and the man said it's over his head. I asked for copies of anything in our file. I received the original estimate from Blue Dog stating estimate for water damage in kitchen area, and also an estimate from Blue Compass that we have never seen or signed, dated Feb 23, 2024. Completed after the work was done. They won't let us pick up our rv, won't communicate with us, and are charging a daily fee.

  Business Response

  Date: 06/10/2024

  We apologize for the customers experience.  The General Manager of the dealership said the matter has been resolved and that they reduced the bill to zero and released the unit to the customer. 

  Customer Answer

  Date: 06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/28/2024

  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.

  On 3/20/2024 I sold my travel trailer that had many problems back to them, I had only had it for two months and never used it and was running into problems. My husband and I decided to trade it in - of course it cost us a lot to trade in but we bit the bullet and did it. I was supposed to get a refund for the extended warranty I purchased- the finance manager said it would be 6-8 weeks, we have waited that time and still nothing, we have called and keep getting the run around and lied to. It should be about ******* owed to us and the sales manager ****** and finance manger just keeps giving us excuses and insisting we are calling too much by checking on it once a week. I am tired of dealing with this and just want my refund, they tell me the district manager is working on it, havent heard from her so, Im sure thats another lie.

  Business Response

  Date: 07/03/2024

  We apologize for the customer's experience and delays. The dealership Finance Director confirmed with the customer that the extended warranty refund check was received.

• Initial Complaint

  Date:05/28/2024

  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.

  Bought a brand new 2024 jayco *** flight b260 and the roof began to leak 3 months after purchase.I brought it to blue compass and at first they were not going to fix the leak. After an argument they at least sealed the roof.The next issue is checking for mold due to the leak The dealership has taken 3 weeks and never called me so i left a negative teview with google.They of course called me right away and promised some resolution by end of today.Communication never happened.

  Business Response

  Date: 06/13/2024

  We appreciate these concerns being brought to our attention. The General Manager of the dealership confirmed that the customer was contacted by the service department on June 10,2024 and informed that the authorized warranty repairs are scheduled to begin June 13, 2024.

• Initial Complaint

  Date:05/24/2024

  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.

  The right company is not listed. It says ****** Family RV in *********. The company we took the camper to was Blue Compass RV, *****************************************

  Customer Answer

  Date: 05/24/2024

  Brought camper in to have bathroom and hall floor repaired. There was water damage. Blue Compass supposedly fixed floors. They are still soft and in the hallway looks like they put new wood over old wood. Sticks up and we trip over it. Took sink out in bathroom to replace floor. Didnt hook water lines back up under sink. We turned water on and it flooded bathroom. Supposedly fixed auto leveler. We just went camping and the error on leveler was still there. Couldnt level camper. They broke lock on storage compartment trying to get to auto leveler. Do not want to take it back to them. We feel like they would just mess more stuff up. Camper is in another shop now. Auto leveler is being worked on. Receipt is in camper. Can send later if needed.

  Customer Answer

  Date: 05/26/2024

  I just read back over the receipt from Blue Compass. It was in the camper and leveler is  still being worked on so I had to go get it out of camper. They supposedly spent $300. on bathroom. I would say the bathroom is about 4 x 6 including under sink and part of the hall in front of bathroom door and front door. It would have taken no more than two pieces of plywood if that much. A few pieces of trim, screws and a little glue. Dont think that would cost $300.

  It says leveler works as designed. Wasnt working on last trip and wasnt working when we brought it in but says leveler works as designed. Leveler is being worked on by another company now. Said moving parts could use lubrication. I told them to go on and lubricate it but doesnt say if they did or not.

  Customer Answer

  Date: 05/28/2024

  We were just informed by the company we have our camper with now that our auto leveler needs a new board. We were told by Blue Compass it was working properly and it wasnt because it still had an error after they had it and wouldnt work on our trip. Once again they either dont care or dont know what they are doing.

  Customer Answer

  Date: 06/15/2024

  We had to pay to have the lock fixed on storage compartment door that Blue Compass broke $12.00. Also just paid $760.00 to another company to fix the auto leveler. Blue Compass said nothing was wrong with leveler. Would like an update please.

  Business Response

  Date: 06/28/2024

  We apologize for the customers experience.  *********** Manager of the dealership said that the bathroom was repaired and the leveling system was operating according to the manufacturer specs and recommended that it be lubricated for preventative maintenance.  She was not aware of any other issues but advised the customer to come in in order to get these issues resolved but the customer refused.

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21713724
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I just what a partial refund. Nothing was done right. I dont want them doing anymore work on our camper. Need to take it somewhere else to have it redone right.

• Initial Complaint

  Date:05/22/2024

  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.

  April 17, 2024 my RV (2023 *************) was taken to Blue Compass RV ********* for warranty repairs. It is May 21, 2024 and they still have my RV and nothing as been done.I have had to call them several times to get any updates and/or status of repairs that needed to be done. I would not get any answers as to why, until I called on them on May 17, 2024 and was told that the warranty information was in the wrong name. Now, mind you all our vehicles and warranty information is in both our names. I went to the dealership on May 20, 2024 to talk to service department to attempt to resolve this issue and only got a well we can order the parts but we still need approval from warranty department but could be another three weeks before we get them in. Bottom line, they dropped the ball and pushed us to the bottom of the pile. I want/need my RV fixed and returned with no more excuses or delays.

  Business Response

  Date: 06/10/2024

  We apologize for the customers experience and delay in resolution. The Service Manager of the dealership personally investigated these issues and quickly fixed the problems and the customer picked up the unit. 

• Initial Complaint

  Date:05/21/2024

  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.

  While my Rv was in service @ the *************** location. The dealership dropped my RV causing damage, they initially lied to me about the extent of the damage . Once I showed up they were extremely unhelpful and very dismissive. As we went round & round we finally received our RV back , they said they would do a full PDI but they seemed to rush it back to save some money . One of our concerns was unseen damages. I have recently found damages and they now want nothing to do with me ! Instantly a hard not our problem. I'm trying to figure a plan of action . First thought was to reach out to you

  Business Response

  Date: 06/14/2024

  We appreciate these concerns being brought to our attention. The Ft. ***** dealership management team reported that the damage caused on the lot was repaired by the *** on-site at the dealership.  The ** was then sent to an alignment shop in *******, at the customers request and selection, to be inspected. Both the *** and alignment shop concluded there were no structural concerns or damage after the repairs were completed. Several weeks later the customer reported a crack on a front compartment decorative panel as associated with the prior damage. The service center determined this issue was not due to the prior incident on the lot, and the dealership would not be responsible for the repair. As a gesture of goodwill, the dealership General Manager offered to pay for the new part,but not the labor.