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:03/08/2024

  Type:Product 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.

  We purchased a Grand Design Momentum 395msr 5th wheel as a vacation home and to visit my elderly parents. We started noticing rubbing, cabinet cracking and other issues in the front end and took the unit in for service when we were told that the unit had frame failure. The frame is the core of the unit. We were not informed the specifics of the issue only that it needed to go back to the factory for repair. It is now at the factory and we are not given any information on what is wrong. how it will be repaired and status update, etc. We were told they would not share any photos, status updates or anything in writing. We believe this is a lemon. We know of others with a similar situation. RV companies are not regulated and do not need to inform consumers about major safety issues or recalls. At this point, we are paying a "mortgage" on our unit, do not have the unit and have not been told what is wrong (other than frame failure) and how they are going to fix it. There is a group on ******** called GRAND DESIGN RV FRAME FAILURE where others are sharing their stories. We need help.

  Business Response

  Date: 03/08/2024

  Im sorry for the customers frustration.  I personally reached out to the customer ahead of this ******************** complaint on Tuesday March 5, 2024 and spoke to the husband regarding their trailer repair appointment. I told him that his trailer arrived at our repair shop on Monday March 4 2024 and that it had been brought into the shop and I would be the one communicating with him regarding the status of the repairs and what we would be doing.  He talked to me about getting an estimate on some customer damage that is on the rear of the trailer and I explained that I had not seen his trailer yet but that I would be looking at it personally and get back to him with any questions.  ******** asked about photos of the repairs and I explained to him that we have a companywide policy about photography or videos in any of our production or service facilities so I would not be able to do that.  I did communicate that I would give him regular repair updates with details of what is being done to his trailer.  Our repair shop also provides customers with a completed work order once their trailer repairs are done that includes what we repairs were done and what parts we used in the repair.
  
  I reached out to the customer by phone 3 times on Thursday March 8, 2024 and then sent him an email before the end of my shift that I would like to speak to him about 1) I did have questions on the repair estimate that I was doing on the customer damage, 2) I wanted to give him an update on the repairs that we had done so far and 3) I wanted to talk to him about some things that we had found on his trailer that we are going to go ahead and repair even though his base manufacturers warranty on the trailer expired on 12/17/2021.  I do prefer to reach out to customers via phone because then if there are questions, you can get more timely answers and then the customers receives a written copy of the repairs when the repairs are done as I mentioned.   

  The customers' trailer is repairable and we transported the trailer back to the *************** location and we are doing the repairs, both at our expense.

  It is difficult to communicate with the customer since I have been unable to reach the customer by phone since our initial conversation on Tuesday March 5,2024.  

  Customer Answer

  Date: 03/08/2024

   I am rejecting this response because: 1) we reached out on many occasions to speak with the customer services rep. **** time she was not available 2) we asked for her to provide her responses in writing for which she refused and is our right 3) it our property and Grand Designs faulty manufacturing and they refuse to tell us specifically what they are fixing, whats wrong with the unit and how the repairs are going to be made. 
  

  Respectfully, this has nothing to do with the repair work we asked for, and everything to do with the faulty frame. After speaking with many engineers, we know that frame failure is frame failure and cannot be fixed. This is supported by grand designs, inability and lack of communicating to us exactly what the issues are, how they will be repaired, and any photos to support. Policy or no policy we have a right to all of this.
  

  The bottom line is this trailer will never be safe for travel, and, given the lack of information by grand design on what is broken, what is we are demanding a full refund for the product. The customer service rep has our email address and can communicate to us through email. additionally, we did leave three messages for the customer service rep, who is conveniently unavailable to speak with us.the resolution to this matter would be a full refund.  
  
  This is a system wide problem. She refuses to send anything in writing, no photos and no list of repairs made. When we take a car for warranty repair we get all of that and GD refuses. This is a systemic problem that GD in a very passive aggressive fashion refuses to repair correctly. 
  

   

  
  

  Business Response

  Date: 03/08/2024

  There was no refusal to put anything in writing and I apologize for the mid-understanding; I just wanted to speak by phone to make sure if there was any questions that I could reassure them with quicker answers. I have since had a phone conversation with the customer and also sent a follow up email with repair status and told them I would have more information to give them on Monday. I do apologize for their situation and can't change what's transpired but would like to help them with repairs going forward.  I apologized again regarding the photos but it is a company policy considered proprietary information however we are reaching out to the proper authority to see what we can do for them because we do what them to be a happy customer and have peace  of mind. 

  If there are additional questions for this customer or any customer, they can visit our website ************************/frames or reach out to our customer service team

• Initial Complaint

  Date:02/28/2024

  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.

  The unit leaking immediately after I purchased. I drove 250 miles to the nearest authorized dealer for repairs. They kept it all day and said they couldnt find the leak. Very nice time it rained I camper had a half inch water in the pantry. Ive now had to take it 200 miles in the other direction to another dealer. Im out about $1150 in gas and hotel expenses and the problem still isnt fixed the place that has it says it may be two weeks or longer. This unit is my home so I am displaced.

  Customer Answer

  Date: 02/29/2024

  This information is as you requested. Date of purchase was March 2023 and the problem occurred six days after purchase.
  The VIN number to the trailer is 11319390

  It is a 2022 reflection MK 3/25 wheel camper trailer

  We manager at customer service named ***************************** is extremely arrogant and *******************

  Im out stream amount of money, trying to find a repair facility that could repair the camper, having to travel over 300 miles between dealerships

  Business Response

  Date: 03/01/2024

  Our records show that the rest of the parts were shipped today next Day air and that this case has been escalated...please have the customer contact our customer service team if he is still unsatisfied.

  Customer Answer

  Date: 03/01/2024

   I am rejecting this response because:
  I was told by the service team that this parts could not be expedited. Also, Im out an extensive expense because I took this trailer to an authorized dealer in *********** ******** and they couldnt find the leak so I had to drive it over 200 miles to ******* ******** for a team to find it. I dont think this is very good customer service, and it shouldnt have cost me all this money to do this. 
  
  

  Business Response

  Date: 03/04/2024

  We have reached out to the customer.

• Initial Complaint

  Date:02/13/2024

  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.

  Twice I returned my Grand Design RV for warranty air conditioning service to the selling dealer - Crestview ** of ****. The root cause has yet to be repaired. The problem is that the two roof mounted air conditioners do not work together to cool the inside of the ** due to designs that are not compatible between Grand Design and Furrion. Grand Design has been contacted and several case numbers generated. Mr. ********************* with Grand Design sent *one* thermostat relocation kit that the dealer has installed that did not solve the issue. ******* has advised against this repair and insinuated it would have future warranty implications regarding those ** unit(s). The problem remains that due to Grand Designs ducting the units together, and ******* moving the temperature sensor from the wall mounted thermostat to the roof mounted air intake one sensor will heat to the ** setpoint first and with the fans in auto mode, one unit ALONE will activate to cool the ** inside, and the other unit will begin to display a lower room temp as the cold air from the first unit to engage is blown over the sensor in the intake duct of the other unit. This is unacceptable and no one from the dealer to either of the two ** / ** manufacturers are willing to help. ******* has recomended I run the fans on both units constantly to solve this - they made the units 30% quieter ON THE EXTERIOR, and equipped the units with an auto fan mode? These units are so loud I cant sleep with both fans on all the time! This was a very expensive ** that is HOT AND NOISY (both conditions non conducive to sleep OR recreation)! it was configured and designed. I want the problem resolved as the consumer MY comfort and satisfaction should be priority one! I I am instead trapped in an endless loop of return to the dealer to only be disappointed.

  Business Response

  Date: 02/14/2024

  Thank you for alerting us to this situation!  We have discovered that ************** was being handled under his 2020 Grand Design instead of his new 2023.

  This caused confusion in the troubleshooting and other clerical issues.   We have a rep reaching out to try and help him ASAP...if he gets a message from this rep he should call in...anyone can help him.
  

  Customer Answer

  Date: 02/17/2024

   I am rejecting this response because:
  
  Grand Design has failed to make contact after the dealers unsuccessful attempt to repair. Further it is my belief that this previous repair may have injured the warranty as ******* has warned. As documented in my cases Grand Design simply would only supply the parts and not complete the install under warranty. Grand Design suggested it was the customers duty to install the thermostat sensor relocation at the customers expense. They acknowledge the problem but offer no viable solution that will not void the warranty.  BUYER BEWARE.

  Business Response

  Date: 02/21/2024

  It is our understanding the dealer has been in contact with the customer...if not...we are sending a representative down to look At this situation.

  If ************** does not hear from someone in the next two days please ask him to call me.

• Initial Complaint

  Date:02/12/2024

  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 have a grand design that was still in warranty that had cracks in the fiber glass on both sides of the trailer. We contacted grand design to let them know and to find out how to get it fixed. The directed us to a body shop that they approved to fix it. The body shop told us they were pretty sure that something structural was causing the cracks but the only way to know for sure was to cut into the side and look into it. Grand design only wanted them to fix the cracks because from our pictures, to them it didnt look like to would be structural. They said they would pay **** of it to fix the cracks. We told grand design that we were going to have them cut into the trailer to make sure it wasnt anything structural, we told grand design we knew we would be responsible for fixing the remaining cost of it wasnt structural. I asked grand design if it is structural do they pay the whole bill, they proceeded to tell me yes. I also asked them if there was any fine print that they wouldnt cover the cost. they said nope if its structural we take care of it. The body shop cut into it and sure enough it was structural ( we have many pictures to prove it.) the body shop fixed the trailer and gave us the final bill, we then sent it to grand design and they said they wouldnt pay for it because we didnt get it pre approved. No one ever told us it had to be approved before the shop fixed the trailer. They 100% should be paying the cost, we bought this trailer for a lot of money and it was not done correctly. Structual issues are so unsafe and they let that go out of their shop. Grand design had to have known there was structural issues because they were very adamant that they didnt want us to cut into it. That put a huge red flag for us even more. All they wanted to bandaid that crack, that would eventually crack again the way the frame was welded. Since fixing ours we have heard they are having structual issues with other trailers. They need to be held responsible.

  Business Response

  Date: 02/13/2024

  We have reached out to ****** and asked her to call us.  We did just send her a check for over $4,000.00 to repair the crack.

  Customer Answer

  Date: 02/13/2024

   I tried calling back with no answer. I left a message. 
  us you gave us **** to fix cracks but didnt take responsibility for the structural issue. 
  
  
  

  Business Response

  Date: 02/21/2024

  We have reached a mutually satisfying agreement.

  Customer Answer

  Date: 02/21/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:01/31/2024

  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.

  Grand Design Case Number: ****** VIN: ***************** On 6/5/2023, I purchased a new Grand Design 397THS from ************************, an authorized dealer of Grand Design RVs. This purchase came with a 12-month manufacturer warranty.We have had multiple problems with the *** but our largest issue is that, on 1/8/2024, the 12V converter, which was supplied by Grand Design RV, back-fed into the electrical system of the *** causing multiple components to burn out and to need to be replaced including the leveling system, generator, control systems, lighting, and fans, among others. We contacted the original dealer, who had a 3-month waiting period to get into their service department. In addition, the unit is not local to the original dealer.After speaking with the manufacturer, Grand Design, on 1/8, we contacted a local certified RV repair technician, who performed diagnostic tests as well as helped remdiate the issue on 1/9. We contacted Grand Design with those findings on the same date.On 1/10, we were informed that, despite the report provided by the certified technician, and with Grand Design having no evidence to the contrary (because there isn't any), they informed us that the issue was not covered under warranty and that we were essentially on our own. After multiple other attempts, as recently as 1/31, ************ has continued to deny coverage of this issue, and refused reimbursement of the monies already spent ($522.32 in diagnostic testing and remediation) and has not offered coverage of the underlying issues.In my opinion, despite Grand Design's baseless claims that this was the result of an external power surge, and despite evidence of their failed and burned component (namely their factory installed converter), Grand Design has continued to shift blame and ownership of this covered failure.

  Business Response

  Date: 02/01/2024

  Thank you for alerting us of ********************** situation. However, there is some confusion...we simply have never had a converter "backfeed" and fry 12volt items. This is always an indication of lightning strike or a power surge from a Generator or *****************. That being said we asked ****************** to get the unit (and the original converter) to a Grand Design dealer of his choice so further testing can be done. As of now there is no evidence that this is a warrantable failure, but we want to exhaust all possibilities to try and help our customer.

  Please reach back out to customer service **** if you are having trouble finding a Grand Design dealer.

• Initial Complaint

  Date:01/25/2024

  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.

  A. Purchased 12/1/2022 B. $115,167.61 C. Grand Design and Blue Compass RV D. Extremely poor quality of a new product with extremely poor quality **************** for the product. At time of delivery to Service on 8/11/2023 (9) items to be addressed. (3) Additional items as a result of negligence of the ****************** 8/22/2023. Service allowed unit to sit in back of yard from 08/11/2023 until apparently 10/09/2023 when they made an attempt to request warranty from Grand Design. They informed Grand Design the unit was not delivered until 10/4/2023. This is a lie! E. Business has not resolved anything while unit in their service department for 5 months. has caused additional deterioration and severely declined value to a new unit, F. Attached is documentation, pictures and additional information regarding this matter. G. Issue is not due to advertising, issue pertains to contract of purchase, warranty and lack of service. Warranty period expired while unit has been in ******************* possession. H. Not enough character space for the entire problem in this section, Therefore, many additional items of documents and many, many pictures have been uploaded for this file and complaint. Must see all to understand the severity of this matter.Desired Outcome/Settlement Desired Settlement: Other (requires explanation) Refund; Details of additional costs to me have been provided by Certified Mail to Blue Compass RV and Grand Design $28,860.70 From the Consumer on Wednesday, January 3, 2024 Thank you!***********************- Director of Consumer Affairs GRAND DESIGN RV ******************************************************************* Desk- **************************** Cell- ************ Fax-************ Email- ********************************** Attached Files/Documents 2023 momentum corres *********************** grand design.pdf *********************** Grand Design ********.pdf From the Consumer on Wednesday, January 3, 2024 Please see additional document.Attached Files/Documents RE_ Update.pdf

  Business Response

  Date: 01/26/2024

  We are working with the dealer and the customer to work toward an amicable resolution for all parties. 

  Business Response

  Date: 02/01/2024

  Grand Design is trying to work with the customer and dealer within the terms of our warranty.  We are trying to work with the customer to get to a resolution and move forward.  The repairs are complete and the dealer will be calling the customer to schedule a time to come in and inspect the unit.

  Customer Answer

  Date: 02/07/2024

  Good morning,
  
  This email is in response to the Complaint filed with the Better Business Bureau regarding a 2023 New Grand Design Momentum Toy Hauler that I purchased from Blue Compass RV in November of 2022.  After having the new unit only 7 months many warranty items needed addressing by the ****************** at Blue Compass RV in ***************, *******.  I phoned to make an appointment to bring the unit in and was told I had to wait until September 7, 2023, to bring the unit in.  After the call, the roof began to leak and water draining in the unit in an excessive manner.  I called again to let them know this would be an additional item that would need to be addressed.  They told me I could bring the unit in on August 11, 2023.  The unit was delivered on that date and a list of all the items that needed addressing.  I would follow up on the progress of the repairs and repeatedly requested how and when would the items be taken care of.  The turnover of employees at the ****************** resulted in me having to speak with a new person each time and no one knew anything about the repairs.  I went out in the yard and discovered my unit had been placed in the back of the lot sandwiched in with many other units in for repair.  I also discovered the entire exterior of the unit was covered in mold and mildew.  I took pictures of all of this and have them available in my records. There was a time that there was not a service manager and when one was hired, he made me many promises and did not follow through with any of the promises.  He was either fired or quit after a short time.  I was then directed to the sales manager of the company, and he made many promises that he did not follow through with either.   It then contacted Grand Design Warranty and was told by their employee that the Warranty records reflected that the unit was dropped off at the Service Yard on October 4, 2023, and the first request for warranty was not requested until October 9, 2023.  In our discussion, the items of warranty did not include all that needed addressing that was furnished in writing when I dropped off the unit on August 11, 2023.I sent a Certified Letter to the Corporate Headquarters of Blue Compass RV and never received a response.  I then filed a complaint with the Better Business Bureau against Blue Compass RV, and they did not response and I was informed that the complaint was closed. I was contacted by a person at Grand Design and once again was told many promises and no follow through.  I then filed a complaint with the Better Business Bureau against Grand Design since they are the manufacturer of the unit and have provided a below standard quality unit that many items have failed in a short period of time.  I request that Grand Design follow up and make not only Grand Design responsible for the major problem but also make Blue Compass RV as the dealer responsible.  I did receive a phone call from a person at Grand Design after them receiving the complaint from the Better Business Bureau.  Again, nothing has been taken care of, many promises have been made with no results.  I was directed to contact Blue Compass RV and contact the General Manager and the NEW Service manager.  I got a call from the Blue Compass RV ****************** on Saturday, February 3, 2024.  She indicated the unit was repaired, would be washed on Tuesday, and ready for pick up.  I requested as directed by the Grand Design employee to get the documents for the Work Orders and the email addresses of the General Manager and the NEW Service manager.  I requested copies of the work orders, the documentation regarding the mold situation in the unit after it had been in the ******************s possession for several months.  I was told that there was not a mold problem.  I informed her that I had pictures of the mold on the interior and the exterior.  I also requested the email addresses for the ** and the Service manager.  She said she would send all to me. The mold problem resulted in the unit sitting in the yard during the ******* Rainy Season uncovered and unprotected for several months before any investigation was started on the unit.  The mold situation is not a new item that has been addressed.  The many emails back and forth with Grand Design have a great deal of information pertaining to what was needed, what additional deterioration has occurred during the possession time of the service department of the unit.  
  
  The comments made by Grand Design that they are working with the customer to resolve the issues is an outright lie.  They have sent emails back and forth with no results.  During all this time that has lapsed, Grand Design and Blue Compass RV have not provided the service and warranty work that is rightfully due to a customer.  The time that has lapsed is now in the Seventh month of me being with out my unit for traveling and enjoyment.  It has cost me a great deal of additional monies for lodging and storage of my personal items.  I have repeatedly requested reimbursement of funds I have had to spend. They have a documented full accounting of all funds spent by me.  I was told in two separate emails of two separate employees of Grand Design the reimbursement was under consideration and then told it is not a warranty issue.
  
  I feel that Grand Design and Blue Compass RV need to step up to the plate and make this situation go away.  I do not feel comfortable with whatever work has been completed since they have been extremely consistent with falsifying records, making promises to handle the matter, with nothing done as promised.  I did say, put yourself in my shoes, how would you feel if you were in this situation?  What would you expect?  Once again, I do not accept Grand Designs response to my complaint.  They are not trying to resolve this situation, they are passing the buck and expecting me to try once again to work with Blue Compass RV after them dragging the service on for seven months, consistently lying to me, and now with no documentation of what has transpired.  
  
  I have compiled a great deal of documentation and pictures regarding the lengthy nightmare and will be able to furnish all to an attorney if I am not able to get this resolved in a timely and acceptable fashion.  The documentation contains, dates, whom I spoke with at each company, what they promised, lengthy emails to and from each company and pictures to back up condition prior to delivering the unit on August 11, 2023 as well as the conditions I discovered during my many visits to the Service yard of Blue Compass RV.  A certified letter sent with no response along with two BBB Complaints filed.
  
  Please add this response to my complaint and hopefully all the pictures I have provided will be published along with this complaint.
  
  Thank you !
  
  ______________________________
  **********************
  ********************************************************************
  Cell: ************
  

  Business Response

  Date: 02/07/2024

  The repairs are complete.  The dealership has reached out to the customer to schedule a time to come in and inspect the repairs and walk through the unit however, the customer is now refusing to come in.  We feel the customer is not willing to work with us to reach an amicable resolution.

  Customer Answer

  Date: 02/07/2024

   I am rejecting this response because: Once again Grand Design and Blue Compass RV have stated and provided false information. Grand Design refused to give me the email addresses for the General Manager and the Service Manager. She stated they would be able to furnish me with copies of all work orders.  She was not able to provide them for me, Blue Compass RV would have to.   She stated I could contact Blue Compass RV and get the email addresses. I was instructed in an email from Grand Design to have contact with Blue Compass RV and get the copies of all work orders and the documentation for the Mold issue.  Grand Design employee used the statement an Industrial Hygienist would be able to take care of the mold from the water intrusion to the unit and make sure all contaminants are removed by the proper process.  This is a severe health issue for me as a Senior Citizen.  I cannot go into a unit that has mold intrusion.  

  Before I was able to make the phone call, I received a call from Blue Compass RV.  I have two other witnesses that overheard the phone conversation.  She stated the repairs are complete and they would be washing the outside of the unit on Wednesday.  She stated we would need to set a date and time for a walk through of the unit.  I at no time refused to set the *************.  I did request the copies of the work orders and mold reports be emailed to me.  We confirmed she had my correct email.  She stated that there was not a mold issue.  I informed her I had pictures of the interior and the exterior with mold after the unit had been in their possession for several months.  I am not trying to be difficult.  Wanting the records of what has been completed will make it very easy for me to check with the list that has been provided and also the additional damage that has taken place while in their possession will eliminate multiple trips to make the walk-through appointment.  This will eliminate wasting their time and mine.  The mold situation is a very serious matter.  If I enter a unit with mold I become extremely sick.  This was a problem when I was in the unit and took the pictures when the mold was discovered.  

  I have not received an email from Blue Compass RV with any of the copies of the work orders and the mold documentation.  

  So who is the one that is refusing to work with me for the resolution of this matter.  

  I am becoming exhausted from the promises made, not kept and me being without my unit. I am very fearful that if I get this unit back, the repairs that were needed have had a bandage placed on them and not repaired correctly, and the mold was not addressed properly and I will become very sick for going inside. 

  Once Again, Grand Design and Blue Compass RV need to take responsibility for their actions, false statements and extremely poor quality of their products and LACK OF CUSTOMER SERVICE!!!

   

  
  

  Business Response

  Date: 02/08/2024

  Blue Compass will be able to assist the customer in obtaining the work orders as they are the ones that repaired the unit.  Grand Design has approved all warrantable items, and the dealer has fixed those. There were no signs of water intrusion from the roof, but the leak that occurred in the ** was from the Air Conditioning unit as the filter was extremely dirty. This caused the A/C unit to freeze up and leak.  This is not a warrantable item, it is maintenance.  As a goodwill gesture, the dealership helped the customer with the seals on their roof as they had not been maintained either.  As for the photos provided by the customer in this ******************** complaint showing the exterior of the unit, these "spots" may be caused by excessive condensation,especially in humid environments (like a cold beverage on a hot day. It sweats). Please review the owner's manual where we discuss Indoor Air Quality and Condensation.  When someone chooses to live in an **, they may have to take extra steps in order to prevent extra moisture from building up and to maintain their unit. We agree that mold is something to take seriously. In speaking with the service department at Blue Compass, there was no visual signs of mold.  There have been no photos provided of the interior of the ** where there is mold. There was only brown water staining caused by the dirty filter and it was cleaned off.  Grand Design did not commit to sending an Industrial Hygienist, we only noted that the customer wanted to have mold remediation performed, which is typically done by an Industrial Hygienist.  Seeing as the A/C leak and subsequent moisture was not caused by a manufacturing defect or warrantable item, we do not feel Grand Design is responsible for hiring an Industrial Hygienist to see if there is mold present and see if mold remediation is even necessary.  The customer will need to work with the dealer in regard to work orders and inspections as that is where her unit is currently.  Again, Grand Design and Blue Compass have worked together to repair the customer's unit and will continue to do so under the terms of our warranty.  As a goodwill gesture to our customer, we are willing to work with the customer directly on reimbursement for monthly ** loan payments while her unit was in the shop. 

  Customer Answer

  Date: 02/09/2024

   I am rejecting this response because: Grand Design and Blue Compass RV stating the Air Conditioning Filter was extremely dirty and caused the Air Conditioning unit to freeze up is a bold-faced false statement.  The Air Conditioning Filters were cleaned weekly in this unit while in my possession.  They were cleaned prior to dropping the unit off to Blue Compass RV.  I have requested pictures of the supposed dirty filters and have not received any.  Regarding the roof seals, I have attached the pictures of them prior to dropping the unit off.  All were in great condition.  The mold in the unit pictures are attached to this response.  While on site one day the service technician stated the leak problem was a manufacturer defect. There are pictures attached on the complaint to show the water intrusion to the unit across the ceiling to the exterior wall and out from behind the wall trim and down the wall.  I have requested the copies of the work orders be emailed to me.  This was done during a phone conversation with ***** at Blue Compass RV on February 3, 2024.  She confirmed my email, and I also requested the email addresses for Leaston Law the General Manager and the new Service manager.  To date I have not received any work orders or email addresses.  It continually seems that the Employees of Blue Compass RV do not follow up or provide the information as requested. At the time I dropped off the unit I requested pictures of what was discovered during the repair process.  I have not received any pictures either.  The pictures of the ceiling area showed signs of brown water stains at the time the unit was dropped off in August 2023.  The additional pictures attached to this complaint after the unit was in the possession of Blue Compass RV show the ceiling area with mold as a result of the unit sitting for a great deal of time in the service yard, closed up with no ventilation.  Grand Design not feeling it is their responsibility to hire the appropriate certified mold specialist is surprising.  They are the manufacturer, and they should require their dealer and service department to do what is necessary to correct items that occurred while the unit was in the possession of the service department.  It seems each of the companies just want to pass the responsibility off back and forth and no one handle the matter.  The most recent offer from Grand Design to reimburse me for the loan payments while the unit was in service, is a very nice small gesture.  At this point, it is very concerning that Blue Compass is unable to provide any completed work orders and or pictures of what has been relayed in responses as the problems. The comments on the outside of the unit not apparently being a problem is quite concerning.  Pictures of the exterior of the unit have been supplied that indicate the condition before delivery to Blue Compass.  The additional pictures show the condition after the unit was in their possession.  This would not have been a problem if the unit had been taken care of at the time of drop off instead of being put in the back of the lot sandwiched in like sardines.   It is felt that no one can be assured the unit has been properly repaired and the further deterioration of the unit has caused diminished value.   I cannot move forward to getting a resolution without the cooperation of Grand Design and Blue Compass. Grand Design states they approved all warranty work but refuse to supply the documentation for that as well.  I am not sure what the big secret is with all of this.  Grand Design must be extremely embarrassed that they have manufactured a unit with so many warranty issues within a short period of time, that they don't want the any documentation to reflect that. Blue Compass RV must be embarrassed as well. they have had extreme difficulty hiring qualified employees to perform the jobs, they have a great deal of difficulty retaining employees and this has caused a great deal of very unproductive, unprofessional and unethical service to the customer. Their comments that some of the issues where not warranty issues concerns me as well.  The comments that Blue Compass RV has out of good faith addressed the "dirty filter" and the "faulty" seals are unacceptable comments, due to the condition at time of drop off clearly documents these were not a problem or lack of maintenance.  I the customer have provided a great deal of documentation and pictures to back up my statements and concerns.  Grand Design and Blue Compass RV have not provided any documentation and pictures to back up their statements.  The fact that the unit was only in my possession for approximately seven months, and I have provided the documentation and pictures reflect the unit was maintained and taken care of properly.  The fact that the unit has been in Blue Compass RV for seven months and not maintained and protected properly is a great concern.  They have not provided any documentation and pictures to back up their statements.  Once again, both Grand Design and Blue Compass RV need to cooperate and provide the documentation and pictures to back up their responses. The proof is very necessary to come to an amicable resolution.   
  
  
  

  Business Response

  Date: 02/09/2024

  We have requested the work orders from the dealer as well.  We are also trying to coordinate a Grand Design representative to visit the dealer's location and inspect the unit and potentially meet with the customer.

  Customer Answer

  Date: 02/10/2024

   I am rejecting this response because: Grand Design and Blue Compass RV have continually ignored the many issues with this matter. I will not believe this until the I am provided with the Warranty information, the Work Orders and the documentation regarding the mold problem on the interior and the exterior of the unit. This will all need to be provided prior to setting the appointment to meet, discuss the problems and inspect the unit at the *********************** yard here in *************** *******.  I have no problem meeting with the Grand Design representative at the Service Yard.  There is a great deal of documentation and pictures provided by me for the condition of this unit prior to delivery to Blue Compass RV.  There is a great deal of documentation and pictures of the deterioration of the unit and additional problems that have been brought to light due to negligence of the staff at Blue Compass RV while the unit has been at the Service Yard for the past seven months.  All of the issues will need to be addressed and corrected.  It is requested that the Grand Design representative be someone that has the authority to get things taken care of in a professional, business, knowledgeable, ethical and an honest manner.  The Grand Design representatives that I have dealt with, *** and ***, have not shown any of these business qualities and abilities in their phone conversations and emails.  To date, I have been the only one to provide documentation and pictures to back up my statements and the many problems.  It is understandable that the documentation and pictures requested by me from Grand Design and Blue Compass RV do not exist.  They have stated many false statements with no pictures or documentation to back up what they are claiming. It doesn't take a rocket scientist to understand that Grand Design as the manufacturer of the unit allowing Blue Compass RV to be their dealer and provide a service facility, has a written agreement to spell out the criteria that is required to allow this association. The falsification of the warranty records clearly is an unethical and unprofessional factor in this matter.  The false statements of some of the problems is unethical and unprofessional.  This all tends to indicate, what else has been falsified?  The statements of the employees at both places cannot be accepted as true and correct without the proper back up to confirm.  Requesting the warranty information, the work orders and the documentation regarding the mold, are not unreasonable requests as the customer. The treatment that I have received from Grand Design and Blue Compass RV is unacceptable.  It is clear to me that Grand Design has provided a product that clearly is not the quality they claim.  If it was, the many failed items of the unit in a short period of time would not have occurred.  Blue Compass RV lack of a service for this unit must be a clear violation of the terms and conditions of the agreement between Grand Design and Blue Compass RV.  Keeping all this in mind, until such time I am provided all the information that has been repeatedly requested, the Grand Design representative has informed me in writing of their arrival allowing me to make sure I can be available, I do not believe a word that either Grand Design and Blue Compass RV state.  
  
  
  

  Business Response

  Date: 02/15/2024

  As a goodwill gesture, we are working with Blue Compass to retain a third party Industrial Hygienist to inspect the unit.

  Customer Answer

  Date: 02/16/2024

   I am rejecting this response because: The statement that they are as a courtesy, are working with Blue Compass RV to get an Industrial Hygienist to inspect the unit, is unclear.  The Mold problem with the unit originated while the unit was at the Blue Compass RV Service Department.  Their negligence caused the unit to have the mold on the interior and the exterior.  This problem should not be considered a courtesy.  Grand Design should be held responsible for their dealer that is marketing, selling and supposedly providing services for warranty items.  Common sense would tell one that the problem should be addressed by both companies.  Grand Design for providing a less than quality unit that has resulted in many failed items that have been clearly documented by the owner with pictures to back up all documented statements.  Blue Compass RV for accepting the unit for repair and correction of the many items that have failed without any success. The fact that while Blue Compass RV has had the unit in their possession, they caused further damage to the unit and deterioration therefore diminished value, should be of great concern to both Companies. Both Companies have failed to provide the service and warranties that are advertised for the units manufactured and sold.  There is a great deal of other items that need addressing for this serious matter.  They have provided any copies of the work orders, the proof of the correct manner for handling and eliminating the mold issues.  We have been informed the holding tanks are not a warranty issue.  It is questionable as to why out of the three tanks, two of the tanks have failed and one has not.  We have been informed the batteries are dead and in need of replacing.  There was nothing wrong with the batteries when the unit was delivered.  They were only seven-months old and were working properly.  So, what did Blue Compass RV do to them?  I could go on and on regarding all the matters.  It has all been provided with pictures from me.  I have no documentation or pictures from Grand Design and Blue Compass RV to back up their FALSE statements.  That is right, no documentation or pictures exist for the false statements.  It doesn't take a rocket scientist to figure this out.  It is very surprising that either Company can stand up and take responsibility for this.  Keep the excuses and promises coming, they are only making both companies look bad.  This is not going away until such time both companies can make this nightmare go away for me!!!!

   

   
  
  

  
  

  Business Response

  Date: 02/22/2024

  A Grand Design representative will be at the dealer next week to inspect the unit.  We highly encourage ************** to reach out to the dealer with any questions she has regarding the repairs and the goodwill Industrial Hygienist inspection.  We also encourage her to visit the dealer to inspect her unit and talk to the dealer.

  Customer Answer

  Date: 02/22/2024

   I am rejecting this response because: I have requested the warranty records from Grand Design on multiple occasions and they have refused to provide them to me.  I have requested the copies of the work orders from Blue Compass RV on multiple occasions and they have promised to provide them to me.  To date I have not received any warranty records and work orders.  I have also requested the mold issue that has happened to the unit while in the possession of Blue Compass RV that is a result of their negligence, be addressed with the proper qualified company.  I have requested records of this as well.  To date, I am not in receipt of any documentation as requested from both Grand Design and Blue Compass RV.  The fact that Grand Design has indicated they will have a representative at the dealer next week is wonderful to hear.  Let's see if it really materializes.  So far, nothing has happened with all of this.  I have spoken multiple times many employees at Blue Compass and with ***** at Blue Compass RV previously and requested copies of the work orders and pictures to back up their statements of what was found to be the problems.  I also requested the documentation as to how the mold issue was being handled.  ***** stated there was not a mold issue.  I informed her I had pictures.  She stated she would send me the copies of the work orders. I have no work orders.  I do not feel I have to keep requesting all the documents. Do the repair orders and warranty documentation even exist?  One begins to wonder since nothing has been provided.  I do not feel I should have to make a visit to the dealer without having the proper documentation to confirm repairs and the mold situation has been taken care of.  I cannot enter the unit until such time I can be guaranteed there is no mold.  I suggest that both Companies accept responsibility for the lack of the proper handling of this unit, additional damage and deterioration of the unit caused by negligence of the ****************** and employees and the excessive lengthy time this has gone on.  

   

   

   
  
  

  
  

  Business Response

  Date: 03/01/2024

  A **** representative was at the dealer's location on Tuesday and inspected ****************** unit while on location.  The unit is repaired and the third party mold inspection is taking place today. The customer has been provided copies of the work orders along with photos from the inspection on Tuesday.  I have attached a copy of the work orders.  We have provide ************** with the contact information of the **** rep that inspected ****************** unit.

  Customer Answer

  Date: 03/04/2024

   I am rejecting this response because: *** has attached several work order reports that I have printed out and made notations on them.  They are stating they did not see any mold.  What about the pictures I have supplied that were taken after the unit had been there for a period of time with no activity?  They are stating Styrofoam was broken and letting warm and cool air mix causing condensation.  I have supplied pictures showing water draining into the unit from the ceiling which clearly shows more than condensation.  The dates on all the reports are different and most incorrect.  One report reflects the unit was a DEMO.  I was told this was a new unit.  Some of the pages reflect quoted amounts.  I have never received any quotes.  I was informed at one point in an email that the batteries were dead and no longer good.  What caused this?  They were brand new and in good working condition at time of delivery on 08/11/2023.  They stated they cleaned and washed the unit.  This was due to the unit sitting in the back of the lot for a long period of time with no activity.  The adjustment to the seating is a surprise.  It was not on my list.  Must be for another unit.  The awning check was not on the list. Must be for some other unit.  Not sure why the propane was checked.  This not on my list.  The outside hose part broken.  Not sure what this is.  Not on my list.  Must be for another unit.  ****** bed situation not on my list.  Couch not on my list.  Statement on one report reflects a comment that the roof seals need fixing.  My pictures of the condition prior to delivery clearly show this was not the case.  Where are the pictures to reflect these statements? Was the refrigerator fixed.  It did not work at all when it was delivered. Was the MB sink faucet fixed? Was the exhaust fan fixed?  The Holding tanks were emptied prior to delivery.  Out of the three tanks, two where not registering empty.  They need to be fixed.  The comment on the possible low voltage is incorrect.  The site where the supposed new unit was delivered to has a designated 50 AMP service and was used the entire time it was there. This was commented as the cause the jacks may not have been working correctly.  Once again, an incorrect statement.   Was the entry door fixed that was sticking?  Slides apparently could not be working due to low voltage.  Once again, not a true comment.  Finally, the report clearly states that Customer states they would like pictures along the way.  Have not received any pictures of the progress of the repairs and to back up statements that have been made in a fraudulent manner.  Possibly the items that are stated that were not on my list are due to the unit having been a DEMO and in need correction from use of the unit.  The reports that ******* from Blue Compass RV does not match up to the reports that *** has supplied.  When I spoke with **** at the Grand Design Warranty Department on 11/07/2023 he stated he could not give me copies of the requested warranty work, but he could read it to me.  He told me that Blue Compass RV told Grand Design Warranty they unit was delivered to them on 10/04/2023 and the first request for warranty work was not unit 10/09/2023.  Why would this false information be provided?  What happened to my unit from 08/11/2023 to 10/04/2023?  The reports are reflecting some of the work having been done even before I bought the unit..  How does that work?  One report shows the unit in 11/08/2023 and work on it on 11/20/2023.  With all the incorrect information that has been supplied to me for this unit, I am having a very difficult time believing the work has been done and has been diagnosed correctly.  It seems that most of the statements are probably for another unit.  I could go on and on with all the problems with this lack of service from Grand Design and Blue Compass RV.  I am extremely upset to see that the unit was a DEMO and sold to me as a new unit.  I feel that Grand Design and Blue Compass RV needs to reimburse me for all the costs I have incurred and take the unit back.  They can then get someone that is qualified to work on the unit, correct all that is wrong and try to sell it to someone else.  
  

• Initial Complaint

  Date:01/17/2024

  Type:Product 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.

  We bought a brand new 2022 Grand Design Momentum 395 MS in June 2022. We shortly started having issues with everything. The door couldn't be shut unless you slam it. The garage door and track broke. We weren't able to use the patio or entrance at all. The sewer line cracked and started leaking. (Not during winter months). The wall separating the garage from living room separated from the ceiling. The walls were coming apart in the bedroom. The furnace would not turn on in the middle of the night unless I got up and turned it on manually every one-two hours. We had the ignitor board fixed. This only worked for a couple of weeks and then we started having the same issue again. We took it into ****** where it sat for 5 months while they tried to fix everything. They ended up replacing the entire furnace and everything else. The ceiling immediately separated again. The oven ignitor went out and the entire oven had to be replaced. After another couple of weeks the furnace started doing the same thing. We had the motherboard replaced and the command center. The ignitor board went out again and had to be replaced. We had to replace the female power outlet to connect to power. We soon discovered that the water system is completely defective and started leaking after 20+ hours of repairs we finally stopped the leaking. Due to the tubing and clamp job they did during manufacturing the entire water system needs to be relined and redone. The lines in the shower need to be redone requiring the walls to be removed. The lines underneath the sink all need to be fixed as well. We fixed the propane regulator finally fixing the furnace issue during the night. After 3 months of infrequent use of the ***** NEW furnace the motor burned out again. The entire venting system is not correctly done. Per the Suburban manual we are supposed to have 4.4 vents we barely have 3 and that was after fixing the 4 inch vent we had the one in the kitchen opened out more. See attachment.

  Business Response

  Date: 01/18/2024

  Thank you for writing regarding our customers.  We are very sorry to hear of the difficulties they have encountered.

  They are working with a representative (ref case 618302)...and have been since January 4.  

   

  Customer Answer

  Date: 01/18/2024

   I am rejecting this response because:
  Yes we sent an email without a response on 01/04/2024 and then called Grand Design on 01/08/2024 but the representative couldn't assist us or address any of our concerns. The representative assigned to our case stated- "we have only been here for 2 hours, they will get back to you" After another 4 hours of no response I sent another email on 01/08/2024. We finally got a generic response today after BBB reached out. Nothing has been addressed, none of or concerns were acknowledged. So at this point I don't consider us to be handling it with anybody since we can't receive any responses without involving BBB. 
  
  

  Business Response

  Date: 01/19/2024

  Please accept our apologies...we are escalating your concern again.

• Initial Complaint

  Date:01/16/2024

  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.

  Warranty dispute. We purchased a trailer RV, in September of 2023. We had a leak issue, brought into the dealer 3x. They claimed they couldn't replicate the issue and charged my for the service visits saying "we couldn't find an issue, so service visit isn't covered under warranty." I made a video of the leak.On 01/08/24 while traveling in AZ, the electric brake on the trailer seized as we were driving. The line for the electric brake happens to be under where the leak is. the brakes were smoking, I have "roadside assistance" with Grand Design, I called. The call was assigned to 5 different tow companies and none showed up. After 8 hours I paid out of pocket for a tow. We are stranded in AZ.Now Grand Design says "we don't know what caused the brake failure, so its not covered under warranty" even though you can clearly see the heat damage. This doesn't seem like a "warranty" to me under consumer protection act (Magnasom- ****) and I would like some help getting my tow, the warranty work (or lack there of) and hotel covered.

  Business Response

  Date: 01/17/2024

  Thank you for writing regarding *****************  We are in contact with her and are also working with our dealer LazyDays to try and trouble shoot her brake and leak issues.

  We hope to reach a resolution this week. Pleases use case #******.

  Customer Answer

  Date: 01/21/2024

   I am rejecting this response because we are currently in the process of resolving the issues.  To date, the trailer repairs have been made and we are waiting for resolution and reimbursement of expenses incurred (**********, towing and repayment of previous service for leak "not found").
  
  
  

  Business Response

  Date: 01/22/2024

  Understood...we are continuing to work with the customer as a goodwill gesture

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 01/27/2024

  I am rejecting this response because we are currently in the process of resolving the issues.  To date, the trailer repairs have been made and we are waiting for resolution and reimbursement of expenses incurred (**********, towing and repayment of previous service for leak "not found").  To be clear, we incurred towing costs because the Roadside Assistance provided with our purchase/warranty never arrived.  We contacted Grand Design Roadside Assistance immediately upon breaking down.  After waiting more than eight hours and being told that company after company was on their way, we called a private company for our personal safety.  We were in an isolated and bad area of Phoenix after dark.   We are also waiting for hotel reimbursement and refund of previous diagnostic costs we incurred.
  
  
  

  Business Response

  Date: 01/30/2024

  We are reimbursing this customer for the towing bills.

  Customer Answer

  Date: 02/21/2024

  Good afternoon.  I'm writing to follow upon our BBB complaint (ID ********* regarding Grand Design.  Since the initial complaint was closed, Grand Design has stopped working on this issue and we have not received the reimbursement that was agreed upon by both parties.  *********** representative who was handling the matter will not respond to our communication and has not provided any update. 
  
  We would like to get this issue resolved and receive the agreed upon reimbursement.  It is quite frustrating to have to go to these lengths to resolve issues on a travel trailer that is 5 months old.  Please let me know what next steps I should take (e.g. file a new complaint, etc.).
  
  Thank you for your assistance.
  
  ******************************
  

  
  

  Business Response

  Date: 02/21/2024

  We have two reimbursements in process for the customer as agreed.

  We apologize for the delay...your representative will call you today or tomorrow.

• Initial Complaint

  Date:01/16/2024

  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.

  Bought a brand-new Grand Design 2023 Imagine XLS 25BHE on January 11th, **** from Lazy Days RV of *********, **. Vin: *****************. I noticed that there were gnats or small bugs dead in the skylight dome in the shower. I removed the interior dome in the shower and found that the outer dome on the skylight was improperly sealed from the factory allowing water to leak into the roof and along the ceiling of the shower. The wood in the roof above the shower is soaked with water and black mold is growing in the ceiling. I can see from the inside of the shower looking out where the water is coming from. It is winter in ********* and its very easy to see the ice crystals that are formed from the trail of leaking water under the outside skylight dome. It appears the roof will need to be replaced as a result of the water damage. After heating up the trailer to 70 degrees with the interior dome off I can see water dripping down into the shower from the outside dome on the roof of the rv. There is also a large water stain **** around the entire shroud where it was pressed against the roof.Second major issue is the slide out. This unit is equipped with a single slide out. When I first opened the slide on January 13th, the kitchen counter has major flex. It appears the slide was not being set properly aligned or it was improperly installed. I was able to get the slide out open but the kitchen counter has a crack in it, the doors below the sink are crooked and the wood frame of the cabinets has a crack in them. It appears that the cabinet was not put together right at all. The gap in the cabinets is about of an inch at the top of the doors and over of an inch at the bottom of the doors showing how much the cabinet is out of place. In addition, with the slide out is fully open on the front side of the camper I can see daylight with a 2-inch hole that is exposed to the outside of the unit. When the slide is in the open I can see right outside the rv.

  Business Response

  Date: 01/16/2024

  Good afternoon

  I phoned Mr ***** this morning, 1 16 ****, and Grand Design is going to transport his trailer from his home address to our Grand Design **************** make the repairs and transport the trailer back to Mr ************ I am going to restart the customers' one year manufacturers' warranty to the date that the customer receives the trailer back in his possession.  

  If there are any questions, please let me know.

  *************************

  Consumer Affairs

  Grand Design RV

  Customer Answer

  Date: 01/16/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:01/08/2024

  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 wife and I purchased a used 2023 Grand Design Reflection 315RLTS with a warranty that was valid until October 2023 for ~******. Issues to date thus far:1. Shower leaks 2. Kitchen slide out leaks 3. Bedroom slide out leaks 4. Smells like a porta potty inside the unit 5. Water heater location leaks 6. Trim paint peeling 7. Kitchen Cabinet drawer doesnt close 8. Bedroom drawer rail is broken 9. Bathroom sink leaks 10. Bedroom slide out leaks 11. Dining room slide out leaks and carpet needs to be ripped up 12. Multiple water damage areas 13. Propane tank lines leaking 14. Drove in rain and opened the unit upon arriving to water everywhere 15. Outlets falling out of walls I have gone through the warranty process with Grand Design and they informed me that a mobile tech was approved to fix part of the unit but not all. Had mobile tech come out and fix to which invoice was submitted and mobile tech is still awaiting payment. I have now taken the ** to the dealership for them to complete their warranty diagnostics and on the way home while driving in rain I opened the unit up to find water everywhere. I have made multiple emails and phone calls to Grand Design to get answers and they simply have started to me that their units are not made to be lived in and that they build multiple units per day by humans so mistakes happen and that what my wife and I are experiencing is normal.

  Business Response

  Date: 01/09/2024

  To Whom It May Concern,

  Grand Design is in receipt of this BBB complaint #******** from ************************  I have spoken to the customer and recieved from him the unit serial number and the purchasing dealer information.  I will now perform due diligence on this case and formulate my final response in a few days.

  Thank-you,

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

  Customer Answer

  Date: 01/10/2024

   I am rejecting this response because:
  I will not close out the case until Grand Design comes up with a solution. Thus far Grand Design is only collecting information to obtain a solution and therefore no solution has been provided. 
  
  

  Business Response

  Date: 01/17/2024

  Good ******************,
  
  I hope all is going well with you and your wife. Again, we here at Grand Design are really sorry for what you and your wife have and are going through.
  
  I've had time to investigate your case and show the following:
  
  Unit was manufactured 09/21/2022.
  You purchased the unit as 2nd owner on 09/18/23 with approximately one month left on the original 1 year limited warranty til 10/08/23.
  
  On 12/21/23 a claim was filed ****** as well as a case ****** in our system for multiple issues.  We also have a paid invoice from *********** RV Repair in the amount of $3,199 for repairing multiple issues.  
  
  Per GDRVs  ONE YEAR LIMITED BASE WARRANTY
  
  this limited warranty only covers a recreational vehicle sold by an authorized warrantor dealer to the original retail customer or its assign (transfer) to another retail purchaser within the warranty period, but only if the warranty for the recreational vehicle is registered in the original vehicle owners name within the thirty (30) day start date period set forth above.
  
  The first contact, like I show above, from you regarding your unit was on 12/21/23 after the warranty expired on 10/08/23.  With this being said, I'm happy to offer you the following:
  
  1. As a goodwill gesture, Grand Design will reimburse you the amount of $3,199 that you paid to *********** RV Repair for repairs to your unit.
  2. Provide receipts for any other out of pocket expense you have incurred for review.
  3. Provide a list of any current concerns with your unit for review.
  
  Again, we are sorry for what you folks have experiemced and hope that we can work together for a good outcome for all.  Please contact me with questions and/or concerns.
  
  Thank-you,
  ************************
  Consumer Affairs/Admin. Asst.
  ***********************************************************
  ******************

  Customer Answer

  Date: 01/18/2024

   I am rejecting this response because:
  Proof of original contact with GD attached states 9/8/23 well within the warranty period. Furthermore **** stated to me the amount of issues are not normal for a stationary travel traveler 

  Business Response

  Date: 01/26/2024

  Dear BBB,

  We are currently working and communicating with the customer ************************  He and his wife have agreed to let us, Grand Design RV, bring their unit back to our **************** Shop for assessment and repairs.  The customers are deciding whether to use a loaner trailer from us or stay in a hotel (paid by us) while the trailer is in our care.  Once this is decided, we will pickup their trailer and bring it back here.  

  Please me us know if you require anything further at this time.

  Thank-you,
  

  *********************

  Grand Design RV Consumer Affairs

  Customer Answer

  Date: 01/27/2024

   I am rejecting this response because: although the unit is being picked up I do not wish to accept repairs as the unit is a lemon and needs to be replaced or bought back. 
  
  
  

  Customer Answer

  Date: 07/11/2024

  VIN - ***************** Original Date of purchase - Aug 2023 Original complaint number - ******** I would like to add more detail from my original complaint. My wife and I finally received our ** back in April and had to turn around and take it back to service tech due to multiple issues that occurred in transit: barn door fell off hinge and broke, multiple water damage spots still in the ceiling. All these have been fixed and we received the ** back in May to then have more issues. Rear exit window is leaking just from putting a hose on it, the main AC unit is not blowing cold air, the main AC unit control panel is broken and I can not tell what fan setting is on. The list is NEVER ending with this unit. This thing has been worked on LONGER than I have been able to use it. GD should be absolutely disgusted with this model.

  Business Response

  Date: 07/16/2024

   

  The attachment is our formal response to the customer's complaint

  MESSAGE FROM CONSUMER:
  
  VIN - ***************** Original Date of purchase - Aug 2023 Original complaint number - ******** I would like to add more detail from my original complaint. My wife and I finally received our ** back in April and had to turn around and take it back to service tech due to multiple issues that occurred in transit: barn door fell off hinge and broke, multiple water damage spots still in the ceiling. All these have been fixed and we received the ** back in May to then have more issues. Rear exit window is leaking just from putting a hose on it, the main AC unit is not blowing cold air, the main AC unit control panel is broken and I cannot tell what fan setting is on. The list is NEVER ending with this unit. This thing has been worked on LONGER than I have been able to use it. GD should be absolutely disgusted with this model.