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:05/10/2024

  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.

  My Ember Overlanding 221MDB travel trailer has been at the dealership since earlier than March 5th. for warranty issues. On March 15, the dealership shipped a bad inverter to Ember for replacement. This repair is covered under warranty. On April 9th, the dealer emailed me, and told me that Ember was going to expedite the testing and shipping of the new inverter. Today is May the 12th, and Ember has not responded to the dealer, or shipped a new inverter. My travel trailer has been sitting at the dealership for over two months. Ember needs to take care of this ASAP, or they are welcome to buy it back.

  Business Response

  Date: 05/14/2024

  
  Ember appreciates your business and is reviewing your concern further. An Ownership Experience team member is contacting the dealer for more information. We are committed to providing the best ownership experience possible and are working to resolve the delay issue. For further assistance please contact us directly.

• Initial Complaint

  Date:11/06/2023

  Type:Sales and Advertising 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.

  Hi,I decided to transition to Ember from a different company after researching about Ember. I was super excited to purchased my first Ember 2022 170 MRB on 5/2023 at ******* Inn in *************, **. I didnt realize it had so much problems. It was disheartened because shortly after purchasing it, multiple issues started to arise. I didnt expect this to happen in a short period of time, May and July 2023.I am currently occupying my camper. I had to pay a hefty fee for housing since I wasnt able to use my camper while it was at the shop in July 2023. I had to take it back to the shop on 10/28/23 to get the remaining and new issues repaired. Therefore, I will not be able to use my camper and have to pay for alternative housing again. Im requesting reimbursement for my temporary housing for the past and current. I look forward to resolving this issues in a timely fashion.*not included on ******* Inn: Tongue **** stop working and was diagnosed in June 15, 2023 by ****************** RV Services LLC. Tongue jack *********** job done by ********* and Sons RV repairs (unable to upload photo due to max *************** regards,******

  Business Response

  Date: 11/27/2023

  **************** purchased her Unit from ******* Inn of *************, an independent ** dealer located in *****, ******* on June 13, 2023.Based on retail registration information, **************** is believed to reside in *********. Ms. ******* Unit came with a limited written warranty from Ember.The primary remedy available under Embers Limited Warranty is repair. Ember is not responsible for incidental and consequential damages, including a customers housing costs, under the Limited Warranty. Ember is not responsible for products manufactured or installed on the Unit by third parties. Routine maintenance of the ** is not a covered warranty item.
  
  **************** originally reached out to Ember in July when her tongue **** would not operate, and she needed to get her ** to ******* Inn of ********** in ************** for warranty service. Ember reimbursed a mobile technician located in ********* ************** twice, once for diagnostic and once for repair. Following that conversation, she proceeded to inform Ember of her other issues with the Unit. Ember directed her to make a list and provide the list to ******* Inn for repair of the items covered under the Limited Warranty. Furthermore, based on her complaint, **************** is not using the Unit for recreational purposes only, which may void the warranty as stated in the Ember warranty document. 

  Customer Answer

  Date: 11/27/2023

   This is the only way I can respond back to this company was to reject it 
  I am grateful for the company taking care of the many issues this unit had/has. Its the fact that this unit has been problematic since I purchased it. I expected it to be well designed and well built, especially for its value. Instead of symptomizing with the your customers, you are quick to the finger. I thought this company had great value and appreciated their customers.
  I was excited about purchasing this camper, but now that excitement has diminished greatly.

  ***** has been very helpful at Ember customer service.

   

  Thanks,

  Dr. ***********;
  11/27/23

  Business Response

  Date: 11/28/2023

  If there are more issues that are needing attention under the warranty provided by Ember, please contact our ******************************* at ************ for assistance. Ember RV stands behind the warranty and will address issues that arise within the terms of the warranty, but it needs to be done directly with Ember and not through a third party platform. Our Ownership Experience team is aware of your concerns and are ready to answer your call. 

  Customer Answer

  Date: 11/28/2023

   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. 

  
  

  Thank you.