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:06/27/2025

  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 March 31st 25 I purchased cash new 2025 travel trailer manufactured by Grand Design RV from Blue Compass RV in ************ ******* while visiting the state.Since purchase, Grand Design sent a service tech out to this RV campground where I have been, who went up on roof to see and look into my complaints about the air conditioning and found something even worse. The roof was not sealed in substantial areas that he said rain definitely got into the inside walls. Other roof damage and buckling as well. So he caulked and sealed holes so no more rain would get in. But the rain that got in, etc is evidently causing unhealthy moisture problems, at times the humidity level is higher inside trailer than outside. Soft items (clothing, paper products, bagged food items are dampened overnight. Some, i had to DISCARD. Other problems also including faulty damaged entry door that they installed damaged and has let water in and the service tech said it needed to be replaced and should not have been hung from the start.I sent Mr ***** ***** of Grand Design email with numerous issues then telling him that I do not want to wait around for them to try to take this travel trailer apart to find the moisture damage that is obvious now. I told him that I want to be refunded and reimbursed I paid cash for this unit to their certified dealer who is blue Compass of ************. HE said no. (Even though Blue Compass a buyback policy provision within the first year.)When I told ***** in email that I do not want any more of their delays and I simply want to give this unit back and be refunded and reimbursed. And I want them to pick it up and tow. I was told by a professional that water damage that has gotten into an interior wall there at the shower enclosure could cause wall and or flooring to collapse or rot eventually. Therefore I do not want the liability nor the stress of transporting this defective travel trailer to their site. It could be a dangerous road situation.

  Business Response

  Date: 07/07/2025

  Grand Design would like to apologize for the concerns that you are experiencing. We know that this can be frustrating with a new unit, but please know that we will and are doing everything we can to help you and to make sure that your unit is getting repaired as soon as possible.

  We are working with the service manager at ************ to get your unit into a bay to properly assess your concerns in a controlled environment. With the unit being dropped off today, 7/7/2025, they have advised **** that they will be able to get it in to the service bay by Wednesday, 7/9 at the latest. They have been given your list of concerns and are willing to work with **** to make the necessary repairs and we will get any parts that may be required shipped out as soon as possible.

  Of course we will also continue to stay in communication with both you and Blue Compass throughout this process to ensure that you are being properly updated on the status of repairs. If there are any questions that you may have in the interim, we would encourage you to reach out to Grand Design through the open case that you have and we will assist to the best of our ability.

  Customer Answer

  Date: 07/07/2025

   I am rejecting this response because: Already, I have waited since May 27, once we learned of the faulty work, equipment and negligence at **** factory on this unit. (As per ****** mobile service tech sent by GDRV ***** *****). Including a damaged entrance installed by factory,  unfinished roof not filled in and sealed at shower corner of roof, etc...

  I DO NOT want this faulty defective travel trailer that should have been manufactured properly before leaving factory (in defective, incomplete condition). The moisture inside this camper is extremely unhealthy. It is not worth paying with my health now after all the money paid.

  I am requesting full refund as I paid it in full on March 31, 2025 at *************************. Otherwise legal counsel will be retained, as well as a publicist.

   

   

  
  

  Business Response

  Date: 07/08/2025

  We have reviewed Miss ****** most recent correspondence on this complaint as well as the attached photos. Based on the circumstances and information provided, this unit does not rise to the level of repurchase and GDRV is taking the necessary steps to stand behind our product, our customer, and our 12 month limited warranty to address Miss ****** concerns. Miss ****** hired a transport driver to tow her unit over to Blue Compass of Indy for an inspection to take place and assess the concerns that have been expressed. The unit was dropped off yesterday, 7/7/25, and we have a plan in place to ensure that the inspection is completed in a timely manner and those details will be provided by ************ to **** and in turn Miss ******. ****'s intent is to move forward with the above mentioned plan of action and make the necessary repairs as agreed to upon the purchase of the Transcend. 

  Customer Answer

  Date: 07/08/2025

   I am rejecting this response because:

  Although I agree the unit should be repaired whether for myself or the next Grand Design customer/next owner.

  However I still require to be refunded for the trouble of purchasing this faulty defective unit, thereby giving it back to Grand Design via Blue Compass where it was towed to.

  Otherwise additional legal action will be taken, especially now that my health has been affected by the unhealthy environment in the trailer. As well as the stressful circumstances and contention with the people of GDRV, etc.

  Again, I will only be satisfied with full refund in exchange for this new (yet defective) Grand Design Transcend One which I purchased in March 2025.

  Thank you
  
  

  
  

• Initial Complaint

  Date:06/11/2025

  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.

  Won't stand behind getting repair work done to our camper that was damaged when we picked it up from the dealership.

  Business Response

  Date: 06/13/2025

  ***** and ****,
  
  We are in receipt of your BBB Complaint 23455539.  We are sorry for the issues you are experiencing with your trailer.  All the complaint states is wont stand behind getting repair work done to our camper that was damaged when we picked it up from the dealership.
  
  I looked in our system and found case ****** for unit RBB01758 a Momentum 395MS-2024.  I see you are currently working with one of our RSMs .  Reading through the case, GDRV is taking care of the malfunctioning item on your unit.  We are willing to continue to support our customer under the terms of the warranty policy.
  
  Thank-you,
  **** E. ******
  Grand Design RV Consumer Affairs
  ****************************************
  ************
  ********************************************************
  

  Customer Answer

  Date: 06/13/2025

   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.

• Initial Complaint

  Date:06/02/2025

  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.

  Complaint Against: Grand Design RV Model: MT410TH-R-2023 410 I am filing this complaint due to the repeated and serious issues we have experienced with our Grand Design camper, model MT410TH-R-2023 410, purchased for $150,000. Shortly after the purchase in July 2024, we drove the unit to **************. While en route, we became stranded in ********* due to a major mechanical failure the axle popped out as a result of a U-bolt not being properly tightened during manufacturing. We received no compensation or support for this breakdown. All while still in warranty.A few months later, while driving, the underbelly of the camper fell out entirely including all the wires underneath. Upon inspection, we discovered that the insulation was soaked due to a leak caused by improper construction. We sent the camper to the manufacturer for repair. While they did replace the underbelly, they failed to reinstall the necessary insulation a critical component for a camper advertised as a four seasons unit. Two weeks ago, the underbelly again detached while we were driving. This time, it was confirmed that the insulation had never been replaced, once again exposing a lack of quality and safety. This has now become a clear safety risk and a continued disruption to our work, as we rely on this unit for professional purposes. We contacted Grand Design to find a proper resolution. Unfortunately, the only remedy offered was to schedule a repair in June, which is neither timely nor adequate given the repeated failures and safety concerns. We also requested a rental unit or a replacement during this period, but Grand Design declined to provide any reasonable alternatives.This camper has proven to be unreliable, dangerously constructed, and a repeated burden on our work and safety. We are seeking either a full replacement, adequate compensation for the inconvenience and safety risks, or a timely and proper resolution including interim housing/support while repairs are completed.

  Business Response

  Date: 06/05/2025

  Grand Design RV is currently in communications with this customer and working to assist them with their concerns.

  Customer Answer

  Date: 06/05/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  We are in communication and we will continue working with them to get the resolution we are requiring. 

  Thank you.

• Initial Complaint

  Date:05/27/2025

  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.

  During normal travel with our trailer a 2024 Grand Design Momentum 25G, the wheel hub assembly fell off of the trailer. We called grand design because we were in warranty, which ended on 5/16/2025. The date of the incident, grand design said they would cover the repairs and the tow bill from warranty. Upon the rv being towed to the dealer and the dealer submitting paperwork, grand design said they would no longer cover the trailer because it was out of warranty. They also stated that there was no clear definition in the warranty when the warranty expired upon that day, but they were stating that they were not covering it. They also stated that another reason they were not covering it was that they said the lug nuts were over-torqued, which the lug nuts were gone because the wheel hub assembly was missing. Furthermore over-torqued lug nuts would not cause a wheel hub assembly to come off by just looking at a diagram of a trailer axle.

  Business Response

  Date: 05/27/2025

  BBB COMPLAINT ******** CUSTOMER EXPERIENCE INFORMATION

  Hello,
  
  We spoke with the customers today regarding the wheel coming off of your unit while towing it.  We are so thankful that nobody was hurt during this incident.  I have contacted the Service & Warranty Manager at *********** *********** IN.  Once I speak with the manager, I will respond back to the customers.  Customers also told me they want repairs made to their unit and for GDRV to pay for the repairs.  They have also spoken to their insurance company and if the insurance company approves the claim, they are asking **** to reimburse them for their deductible of $1000.  
  
  
  Unit was manufactured 02/29/2024
  Retail purchased 05/16/2024
  Warranty Expired 05/16/2025
  Your unit was towed to *********** *********** IN after a wheel came off of the trailer while towing. 05/16/2025
  GDRV explained this repair request was denied due to the lug nuts being over torqued but GDRV will reimburse for the tow bill.Customer said he would contact his ins co. Customer has been told **** wont reimburse the $1000 deductible if insurance approves the claim. 05/27/2025
  
  
  Thank-you,
  **** E. ******
  Grand Design RV Consumer Affairs
  ****************************************************************
  ************
  ********************************************************
  
  
  

• Initial Complaint

  Date:05/21/2025

  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.

  Prior to my purchase, ****** ** performed an "improper fix" on a significant defect within the *** which was not disclosed to me. This lack of disclosure was subsequently acknowledged in writing by the Sales Manager on March 8, 2025.This undisclosed defect caused a major slide mechanism to become inoperable shortly after I took possession of the *** stranding my family. An emergency mobile repair was required (approximate cost: $300, unreimbursed). During this repair, the technician discovered that a used motor with a spliced electrical connection had been installed in the slide mechanism, which was the cause of the failure.The RV was returned to ****** ** of ********* on March 8, 2025. The dealership's handling of the situation was profoundly unsatisfactory. Due to a lack of clear information of when a technician would be able to look at it, my family and I returned to ***** for work commitments.These events have caused me significant, documented financial losses, including but not limited to: costs associated with travel, lost wages, discarded perishable food, the unreimbursed emergency repair, and critically, the impending loss of a pre-paid RV park booking in ******** (May 25 - June 22, 2025) because I cannot legally transport or use my RV without the necessary registration documents.Due to the misrepresentation and defects constituting a breach of our purchase agreement, I disputed the down payment made via ****************. **************** investigated the claim and ruled in my favor, issuing a full chargeback. Despite this resolution with ****************, ****** ** is now explicitly withholding the Texas registration documents, stating they will not be released until the it is repaid. This is occurring even as ****** acknowledges other reimbursements are due to me, contingent on this repayment.

  Business Response

  Date: 05/27/2025

  Hello Mr. ******************** confirm that your unit *** is *****************. It wasnt included in the BBB complaint you filed.  
  
  We are sorry you are having this experience with your unit.  Once the *** is confirmed, the plan is to reach out to our dealer and hear what they have to say regarding the situation you documented   Although the issue you outlined seems to be  between you and the dealer regarding the unit you purchased from them., as I stated I will contact the dealership and assist in anyway possible. 
  
  Thank-you,
  **** E. ******
  Grand Design RV Consumer Affairs
  ****************************************************************
  ************
  ********************************************************

• Initial Complaint

  Date:05/16/2025

  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.

  2020 Grand Design Solitude RV we purchased through Grand Design and the roof had a 10 year warranty and the roof failed and we had to replace the roof. We would like to have Grand Design pay for the new roof on the *** We contacted Grand Design after the roof failed and they told us to bring it to a service center to get the roof repaired. Now that the work has been completed, Grand Design only wants to pay for the products to replace the work and not the labor cost to repair the roof. We would like to be reimbursed for the replacement roof. The cost of the product was $1998 and the labor was $7056. We would like to be reimbursed for $9251.36 the cost to replace the roof.

  Business Response

  Date: 05/20/2025

  To Whom It May Concern,

  We have received this complaint ******** from ***** and ***** ****** regarding their Solitude 310GK 2020 VIN L9904096.  We wish this wasn't their experience with the roof on their trailer; however, our customer was working with one of our **************** Representatives and the *** approved to reimburse this customer for the parts that were needed for the roof. The Volks are asking for Grand Design to pay for the complete roof ***lacement.  Customer purchased this unit June 8, 2019 from a Grand Design RV authorized dealership. The **************** Warranty expired on 06/08/2020.    The customer also states the manufacturer of the roofing material has a warranty available.  This is true if it is proven that the roof material was defective.  At this time we do not show any evidence of the root cause as to why the roof needed ***air.  We are investigating further and will update this ***ly once we have more information .  I have also emailed this information to our customer.  ********************** has been and will continue to assist our customer to the best of our ability.

  Thank-you,

  **** ****** Grand Design Consumer Affairs

  Customer Answer

  Date: 05/21/2025

   I am rejecting this response because:

  We have sent all the information to them on 10/3/24 and again this spring on 05/13/25.  We asked to be reimbursed for the repairs.  We acted on good faith to protect our investment and have a patch done to prevent further damage to our **.   Grand Design declined to pay for the emergency repair to bring the ** home to have the roof fixed.  We also asked to spilt the labor cost with Grand Design to have our ** repaired.   Grand Design declined to share the cost of labor to fix our roof.  We believe that it was a manufacturing defect that caused the roof to fail.   We feel with a $75,000 investment on our part that the roof should have lasted longer than 4 years.  We only use ** a few months out of the year and keep the ** protected in the harsh weather every winter. We also inspect the roof every time we use the **.  So the roof really only had seen use about 20 months of use.  The roof should have been able to last longer than 20 months without replacing the entire roof. 

  Thank you,

  ***** and ***** Volker 

   

   

  Business Response

  Date: 05/27/2025

  Dear BBB o Northeastern Indiana Complaint ID ********:

  We have responded to the customer directly offering them a settlement for their complaint and are waiting for a response from the.  We will continue to work with our customer now and in the future to assist them in anyway possible, if needed.

  Sincerely,

  **** E. ******

  Consumer Affairs Grand Design RV

  Customer Answer

  Date: 05/27/2025

   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.

• Initial Complaint

  Date:01/21/2025

  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.

  In July of 2023 I purchased a 382-WB 5th wheel VIN *****************. When we did our walkthrough the door didn't close properly so we asked them to fix it before they delivered it and they agreed to. The dealership delivered it in September and we covered it for the winter. In January of 2024 we took the cover off to take it to camp and realized the door still didn't open and close right and it was scraping paint off the frame. We called Grand Design I believe January 11th to start a claim ( claim # ********) and after a few back and fourths with them in April of 2024 they agreed to let our mobile tech come out to fix it. After inspection the mobile tech said he believes the frame was bent is the reason the door wouldn't open and close properly so there was nothing he could do. I called the guy at Grand Design that gave me the claim number and let him know that the refrigerator also doesn't work so he suggested that I take it back to the dealership. Our dealership moved locations and said they were no longer taking campers in to work on without an appointment because their lot is too small. We made the first available appointment which was 3 months out. by this time our warranty is expired. It took the dealership another 7 weeks to look at it and submit a claim to Grand Design. I just got an email from Grand Design rejecting it saying the warranty was expired so they won't fix it. I called and spoke to someone different this morning and she also stated that they will do absolutely nothing. So even after getting the work approved and a claim number within the warranty period now they are refusing to fix it.

  Business Response

  Date: 01/22/2025

  ******* - we're very sorry about this.  We reviewed your case and because you notified us prior to warranty expiration, this is getting approved.  We're sorry for the inconvenience.  You will be contacted by a representative shortly and our team has notified the dealer.

• Initial Complaint

  Date:11/18/2024

  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 Oct 25th 2024 I took my 2022 Grand Design Transcend ** , VIN *****************, to ************** ** in Grand Bay, ** where I purchased it because there was a soft spot in the floor of the bed room. The ************** service person in my presence looked over the ** and stated that all the seals looked good and that he thought there was a leak in the door frame itself. On Nov. 5th notifying me that they had found the leak and it was at the door frame itself and that he was submitting to warranty. He stated that a seal was left out from the factory. The seal was under a rain guard at the top left of the door. He stated that you could not see it unless you removed the rain guard. Nov. 11th ************** informed me that Grand Design had denied the warranty claim I called Grand Design and told them what the service department had told me about the seal left off at the factory. Grand Design said they had no pictures and if ************** would send pictures they would revisit it. Nov. 16th ************** again told me Grand Design denied the warranty claim stating that sealing was the customers responsibility. I called ******************************************* again and informed them that the dealer stated that there was no way a customer could know this seal was missing unless parts were removed. I have two emails from ***************** stating this fact. Grand Design stated that the information they received did not mention this. ************** said they wrote the warranty claim up as a manufacturing defect. I understand that the one year bumper to bumper warranty is up as I bought the unit 2 years ago. But a manufacturing defect of this nature would take a while to show up. Grand Design also has a 3 year structural warranty. Since the leak, that was caused from a manufacturing defect, has rotted the wood around the door and the floor at the door I consider it structural.

  Business Response

  Date: 11/22/2024

  We're sorry for your frustrations with this.  We've been in communication with your dealer and they will be in touch with you to get this resolved.  Please don't hesitate to reach out to our customer service department if you have further questions or concerns.  

• Initial Complaint

  Date:11/05/2024

  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.

  This complaint is about Grand Design refusing to honor the warranty on their product. I have been working with them for over a year to get multiple issues fixed and covered. I spoke with three different customer service representatives. I made progress with two of them, but the third representative seems to be doing everything possible to deflect any responsibility. My wife and I bought a Grand Design Imagine XLS 21BHE in February of 2023. Soon after, the military transfered me to ******, so we towed the trailer during the move. We noticed several issues with the trailer and submitted a warranty service request in June. ** has one dealer listed in ******, but when I contacted them, I found out their service center was shut down due to a labor dispute. ** said I could get a fully detailed quote from another shop for them to approve. I contacted three shops, but none of them would do it as they had enough work that spending the time on a quote was not worth it for them. ** then said I could get work done and submit my receipts for reimbursement. By then, the snow had set in and I could not get the work done that year. ** said that since I had started the process within a year, I could wait until the next summer to complete the warranty work. I got the work done the next summer, but the shop needed to replace some parts, so they provided a receipt that included discriptions of the unfinished work with the parts needed. ** reimbursed me for that work. I asked them to send the parts, but the representative consistently avoided answering directly, but wrote that the estimate was approved. I let GD know that I was going to get the rest of the work done. Once it was completed with localy sourced parts, I submitted two receipts. They reimbursed me for one receipt, but not the other. When I inquired, they initialy made it sound like they had made a clerical error and missed the last receipt. Now, they are saying that none of the work was authorized.

  Business Response

  Date: 11/05/2024

  We're sorry that getting repairs completed and reimbursed has become more difficult than anticipated.  We try to help our customers to make the process simpler, but unfortunately this was not the case in your situation and for that we apologize.  We appreciate the feedback and strive to do better.  We will have a representative reach out to you right away to finish your claim so you can move forward and you can continue enjoying your RV with your family.

  Customer Answer

  Date: 11/12/2024

   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.  They have reached out and promised to resolve the issue.  I am still waiting for the resolution, but expect it to be completed this week.  

  
  

  Thank you.

• Initial Complaint

  Date:08/04/2024

  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.

  Its probably best if I just put the email exchange word for word. My first contact with them was describing my issues, second was pictures with descriptions of the issues. After that this is the email I received. Also keep in mind the say the will be with you in ***** hours, it took over a week for them to get back to me.From Grand Design "Thank you for your patience. The screws for the jacks get bent like that when you use the wrong tools to move them. What are you using? The trim just needs to be pin nailed or stapled back up and then you can fill over those holes if you prefer to do that. You are welcome to order a new cover that is missing from my parts ***** I'm not sure if you can get longer locking arms for the compartment doors. you need to measure those and then my parts **** can tell you if we have longer ones. This may be something you can also purchase from a hardware store after you measure what you currently have."My response "I've been using the supplied tool for the jacks, nothing else. So the tool supplied by you guys is the cause of the ***************** screws. All I need for the locking arms is maybe a quarter inch longer and then they will actually work instead of being useless. Really what I'm getting from this email is that you all don't actually care. You could have sent me a part number for the vent cover, you could have attempted to look up a slightly larger locking arm, you didn't even talk about the sink and water damage. Obviously the trim just needs to be pin nailed, I was just showing the bigger picture of this trailer falling apart. If you aren't going to help just say that. Instead of telling me a bunch of things that solve zero problems. Especially since we are over a month into me making my first contact. I see there is no care here so I will just forward this up the chain."I already paid someone to fix the sink. I fixed the locks and vent. I still have water damage and faulty jacks. I just want them to care and helpabit

  Business Response

  Date: 08/07/2024

  We are so sorry that this customer had a bad experience.  We do not show any contact with a consumer by this name since 2023 however.

  Could we please get the serial number of the unit they are writing about and a good phone number so we can call them and we will try to get answers to their questions.

  Once we have this info we will reach out to the customer.

  Customer Answer

  Date: 08/08/2024

   I am rejecting this response because:  Here is my case # sent on Jun 3, #********.  It took *********************** till June 10th to respond to me, with her nothing letter.  My VIN is *****************.  Since your records don't seem to be very good.  I would like to keep all messages here on BBB so that I have documentation.  You did try to call me a few days ago, I would rather keep it here.  My previous messages sent to you under that case # and *********************** will explain everything.  Please get back to me with a sensible response here.
  
  

  Business Response

  Date: 08/09/2024

  Thank you ******************** for this information.

  We are so sorry again that you had a bad experience.

  I found your information and just to verify your address?

  Customer Name: ***************************************
  Phone: **********
  Email: ************************
  Address:
  ********************************************

  If that is correct I want to try and make this up to you by sending four new stabilizer jacks out to you no charge.

  I did want to note to you that in one of your e-mails you stated you did not think they were strong enough to lift the trailer.  They aren't.  They are not designed to lift the trailer...only to stabilize it so it doesn't rock.

  This video should help- ****************************

  Let me know on the address and I will get the stabilizers on order.