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:01/22/2024

  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 against: Camping World, ***** US *******************************************, *******, 408 **************** St, *********, ** *****, and KZ ** *************************************** **.On March 27, 2023, I dropped off my 2022 KZ Durango D256RKT travel Trailer at CW regarding a defective slide. On July 3, 2023, **************** said he contacted *******, and they requested photos and explanations of the defective parts. On July 27, 2023, ******* requested additional photos and measurements of the slide. On August 2, 2023, I contacted *****************************, KZ and requested that they investigate the matter and get my ** repaired. KZ representative contacted CW and requested that CW send the photos and parts request directly to KZ. On August 3, 2023, KZ approved the repairs and ordered ******* to send the parts to CW. On August 22, 2023, I met with **************** after he indicated that the slide had been repaired. We conducted an inspection of the ** slide and determined that it had not been repaired correctly. On September 5, 2023, **************** informed me that the gears on the slide had to be replaced and parts would be ordered from *******. In fact, ******* did not have the parts and they had to manufacture them. On December 19, 2023, I file complaints with CW and ******* regarding the time that it has taken to receive the parts and repair my **. I received a call from CW Manager who stated he would follow up on the matter. I received an email from **************** stating that the parts would arrive CW by January 19, ****. I asked KZ if they would extend the warranty on my ** since its been un the shop for repairs for over nine months and they said no, the original warranty could not be extended. CW did not do its due diligence in following up with KZ and ******* to get the parts needed to repair my **. ******* claims no one ever requested any parts from them, and KZ thought it was all been handled. The fact is that no one cared to follow-up until complaints were filed.

  

  Business Response

  Date: 01/22/2024

  KZ-RV wants to inform you that KZ-RV does not offer an extension for warranties. 

  Customer Answer

  Date: 01/22/2024

   I am rejecting this response because: This was just one of the issues at hand.  KZ is the responsible manufacturer of my RV and it's their responsibility to repair the issues in which my RV has been in the shop for nine months, while under warranty.  According to Camping World, KZ was responsible for ordering the parts from ******* and have them shipped to CW for repairs.  
  
  
  

  

  Business Response

  Date: 01/26/2024

  KZ-RV has initiated communication with the dealership, vendor, and the customer regarding this matter. The customer is scheduled to visit the dealership on January 27, ****, for the purpose of inspecting the trailer, ensuring that all components are in proper order, and confirming that it is functioning as expected.

  Customer Answer

  Date: 01/26/2024

   I am rejecting this response because:  I was not scheduled to inspect and receive the ** on January 27, 2024.  CW indicated that they would contact me to schedule a date and time to inspect the **.  I have on two previous occasions been told by Camping World that the ** was repaired, just to find out it was not corrected. Unfortunately, I cannot accept and close this matter until the ** repairs are inspected and accepted.
  
  
  

  

  Business Response

  Date: 02/06/2024

  Customer has accepted the trailer from the dealership and repairs have been completed. 

  Customer Answer

  Date: 02/06/2024

   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, although I disagree that my original warranty could not be extended for the nine months that it was in the repair shop. There are other manufacturers that do make exceptions.  I will make a note of KZ's response and will keep that in mind when I, friends, family and those in social media consider buying a KZ RV. 

  
  

  Thank you.

• Initial Complaint

  Date:12/18/2023

  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 husband and I purchased a travel trailer from ******************** in ********, ** in October 2022. Since the time of purchase we have had multiple repairs, including a window leak, a faulty stereo, a leak in the bathroom, a recalled window. We also have other repairs that need to be done, and were requested in September 2023 (before our one year warranty expired) and include replacing a bathroom vent screen, replacing the **** cable for the tv/dvd system, electrical - outside lights (marker, brake, etc.) do not work consistently and we have had mobile repair come out twice in order to be able to get home from a remote location. Additionally, delamination was found when the front window was replaced. All repairs were approved in early Oct. 2023 by KZ Recreational Vehicles. Since that time we have waited for the dealership to schedule repairs and now the manufacturer is debating previously approved repairs. After several attempts to speak with someone from dealership, no one has ever called me back and has only replied to me via email as one party on an email to the manufacturer. We still need repairs and no one is making an effort to resolve the issues listed.

  

  Business Response

  Date: 12/20/2023

  KZ-RV has been in contact with the retail customer. The customer has been rescheduled to get into another location for the repairs.

• Initial Complaint

  Date:11/28/2023

  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 camper has had continuous issues with maintenance problems mainly on the outside. My awning shifted while traveling down the road. First the awning arm cover came off while traveling which was replaced. My wife noticed the awning was not properly closing all the way toward the back end of the camper. ********************* tighten the awning arm, but the awning still does not shut properly. As I was observing why, I noticed the awning support bracket had moved. This caused the awning to separate and tare the fabric and separate from the support bracket at the top of the camper. I am writing this as a follow up to poor construction of the awning to my camper. My camper is under 1 year warranty. The issue is under that warranty prevision. This all occurred while travel on the road. I am wondering if this was ready there before I purchased the camper, and no one noticed it.

  

  Business Response

  Date: 12/07/2023

  As the incident took place during transit, it is challenging for us to ascertain that it resulted from a manufacturing defect, making it ineligible for warranty coverage. According to the vendor, following a thorough examination of your request, along with a review of any provided pictures and documents, we regret to inform you that the damage has been classified as non-warranty related. This includes exclusion of coverage for both parts and labor in connection with this claim. The observed tearing is attributed to uneven or excessive force on the fabric. In light of this situation, I recommend pursuing a claim with your insurance company, as they are best equipped to provide coverage. It's important to note that KZ-RV will not be involved in the coverage of this submitted claim.

  Customer Answer

  Date: 12/11/2023

   I am rejecting this response because: If this was trim that came off a new vehicle it would fall back on the manufacturer. This was not looked at by anyone. I will never buy a product made by KZ or off any off their establish dealer that represents KZ. I will seek a lawyer in this matter. If I did this, I would own up to it. However, I did not do this. This camper still has faults that have not been fixed. I am ashamed of this manufacturer.  Within the short period of time of owning this camper it has spent more time going back and forth to the place I purchased it and staying there than using it for camping. 
  
  
  

• Initial Complaint

  Date:07/03/2023

  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.

  Purchased 2023 Durango Gold ****ft fifth wheel, June 2023 had only about 12 to under 24 hours. Had awning out for a couple hours trying to figure out why generator was not powering the *** The awning arm tore away from the side of the *** As it tore away it bent due to awening being 20 ft and heavy, and stopped on step causing tugging and awning ripped, the arm bent Finding it was poorly put on with 3 small screws and zero backing to secure the arm. The arm could not hold up the 20 ft heavy awning for a couple hours. Was NOT weather related at all. ** continues to deny claim stating weather related, with, having solid proof from Tacoma RV of poor craftsman ship and improper installation of the arm. The arm is required to have secured backing to hold the screws in. The screws can't secure the weight of a heavy awning being small screws and just sitting poorly into the fiberglass siding. At No time or written in any manual on awning do and don't or care. Not once verbal or written did it say we can't have awning out for a couple hours. The dealer prooved without dought the arm was not properly installed and can't hold the weight of such a large awning regardless. Extremely disappinted in the craftsmanship and lack of pride that KZ has on this *** the Dealer ********* at first did not advise us correctly when reported the issue. Only after several calls , should of just made a service appointment and they would take care of warranty request. Tacoma RV bad advice is part of this problem. Now I'm having to try and fix the issue? Not okay at all. Not once did the dealer advise or train on awning use regardless of the poor faulty craftsmanship. Not in any final walk throughs or any manuals provided. I was asked to take a pic of arm, it was *****,sprinkling so it showed water drops, that has nothing to do with why the arm fell off. There was zero external *******.

  

  Business Response

  Date: 07/07/2023

  ***** will not be participating in the repairs, this is an insurance issue and will need to be turned into the customers insurance company. This item was installed as outlined by our supplier.

  Customer Answer

  Date: 07/07/2023

   I am rejecting this response because:

  False accusation that it was weather related. It was not weather related. There was no wind, no accumulated rain. The arm was not secured to hold the weight of awning . Only had RV under 24 hrs, awning was not out and used but a very short time
  
  

  
  

  

  Business Response

  Date: 07/18/2023

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

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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.

  I had Protech repair company from Gray,**. Order parts to repair my ** Spree 328 ik.parts were ordered April24. Protech or I cant get any return calls or emails from KZ 60 days and cant get information or parts.I love my Spree but getting parts is totally a disaster please get me some help thank you *************************

  

  Business Response

  Date: 06/28/2023

  ***** has shipped out the rear skin required for the repair of the trailer on 6/28/23. The tracking number associated with this shipment is **********. This tracking number will enable both our customer and the involved parties to monitor the progress of the shipment and ensure its timely arrival at the designated repair facility.

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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.

  ***** had been absolutely useless in rectifying issues we have had with their RV we purchased in January. They refuse to do anything but honor their warranty. We have lost over 30 days use to date, have had our RV at dealer for the same repair 3 times now. The dealer and manufacturer bullied me into agreeing to have repairs completely by threatening me that further damage due to rain would not be covered if I didnt sign a work order. Im out hundreds of dollars in lost camping trips, the manufacturer refuses to reimburse me and most recently advised they would not respond to my emails moving forward unless they were specific to the warranty work being completed. Never in my life have I received such poor customer service. PLEASE HELP ME

  

  Business Response

  Date: 06/27/2023

  ** has reached out to the retail customer and her selling dealer, offering both parties our assistance in completing any warrantable concerns for the ** in question.
  The relationship between the selling dealer and the retail customer has broken down and it is the decision of the selling dealer not to participate in any repairs or warranty considerations.
  As written, in the ** towable limited warranty, service may be performed only at a **
  Recreational Vehicles authorized dealer and service centers. The consumer must deliver the unit to the authorized dealer or the service center.
  ** has contacted and found another authorized ** service center within 90 minutes of the retail customers location. The service center has agreed to schedule the retail customer in for service and to work with both the retail customer and ** in assessing the repairs needed and to move forward with the necessary repair.
  The retail customer has told ** that they will not transport their unit to the authorized service center, that they expect the selling dealer to complete all the needed repairs,and they are seeking reimbursement for lost time and any expenses occurred,such as in lost camping trips.
  It is our position to honor the terms and conditions implied in the ** limited factory warranty,and warranty consideration would start with the delivering of the unit by the retail customer to the authorized service center that ** has found to assist in any implied warranty repairs that are needed.

• Initial Complaint

  Date:06/20/2023

  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.

  I purchased an ** from ************* on 4/28/2023. It is a Durango Gold. This ** purchase was $100,000.00. It's a 2023. I also purchased an extended warranty. When we purchased it we did a walkthrough and everything appeared to be in working order, when we brought it home and attempted to use the oven it would not stay lit, it is a gas oven or propane. I called and spoke with the service manager at rv outfitters and he has been very helpful in trying to get KZ the manufacturer to pay for this repair. ** has asked me to take the ** back to ************* to get the repairs, I mentioned to them that I really couldn't do that for one it is 3hrs away, and second I am living in it. Myself, my wife, and two pets. I had a legitimate, licensed remote repair company come and give me a price to install a new oven. Insignia the company that makes the oven agreed to send me a new one at no charge, very easy to work with them. The issue I have is KZ only wants to pay 30 minutes of labor to remove and install the new oven. The remote repair company wants 2 hours which seems more reasonable. I asked them to at least meet me halfway and they refused. This is a brand new ** and the oven never worked properly they don't seem to even care that I have not had an oven since I purchased this nor do they care that I have had to do all of the work trying to resolve this. The total quote I was given to complete this repair is $529.00 they only are offering me $102.00. They refuse to budge, I feel they should pay all of it. Thank you, ***

  

  Business Response

  Date: 06/28/2023

  KZ has approved a total of 0.5 hours for the removal and replacement of the oven. It is important to note that *****'s warranty coverage does not extend to service calls or rates beyond the standard flat rate designated for this specific job.
  
  We strive to provide fair and transparent service to our customers, adhering to our warranty policies. As such, the approved 0.5 hours encompass the time necessary to complete the warrantable repair as outlined in our warranty terms.
  
  Out of convenience the customer can choose to pay the additional fees associated with using a mobile service.  However,we encourage the customer to contact the local dealer to schedule the service appointment at their earliest convenience.

• Initial Complaint

  Date:06/13/2023

  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.

  Purchased a brand new camper on 6/23/2022. Used it for the first summer without issues, parked it for the winter, opened it up to get it ready for summer #2 only to find a massive amount of mold and water damage. Tried to call the dealership where we purchased the camper from and the salesman I spoke to basically made it seem like it was our fault it happened. Nearly $22,000.00 spent on something that did not even last 1 year. We are also the first owners, it was made in 2022.

  

  Business Response

  Date: 06/15/2023

  ***** responded to the **************** email on 6/13/2023. ***** requested more photos in an attempt to try to determine if it was an install issue or a vendor issue. The dealer was completely unaware of any issues she is having with her unit. The dealer will be reaching out to her today to make an appointment. 

• Initial Complaint

  Date:05/26/2023

  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.

  I bought a 2021 ** Sportsmen SE from ******************************** in 2022. I was disappointed in the quality and the lack of pride in the craftsmanship of this unit. Everything broke or fell apart. I returned it to the dealer in February to complete all the warranty work. After a couple of months of waiting, I called the dealer to see what the hold-up was. The service department stated that the parts were on backorder. It is Labor Day weekend. The toy hauler has been in since February. I cannot take my family camping because I chose to buy a KZ product. The time I have waited is above and beyond reasonable. None of this is acceptable. I am going to start researching alternate avenues to resolve my disappointment. I did not buy a KZ product to miss the holidays.

  

  Business Response

  Date: 06/06/2023

  All warrantable items and repairs have been approved from *****. None of these items prevents the use of this vehicle. Parts were ordered from KZ on 4/3/2023, shipped 5/10/2023 and delivered 5/16/2023.

  Customer Answer

  Date: 06/06/2023

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

  
  

  Thank you.

• Initial Complaint

  Date:03/15/2023

  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 February 15th, 2023, my husband, ********** purchased a brand new 2023 ** Connect from ****** Sales in ***************** ******** for around $43,000. Prior to purchasing we informed *** that we needed to have a fully insulated underbelly and heated lines and tanks; we were very specific about what type of RV we needed, one that was designed for winter camping. We were ensured by *** that KZs Connect was a great match due to all the extra insulation and heated underbelly. The camper is also listed as four seasons even with a photo of a snowflake on the outside. Once we arrived the whole camper began to have problems ranging from electrical components not working such as the microwave, fireplace, fridge, and hot water heater, as well as we quickly discovered there was no insulation at all underneath our camper inside the underbelly and no heated lines or tanks, like we specifically asked and were told yes to. The warranty from KZ is extremely vague. KZ is stating that our warranty is void due to the temperature of when we purchased it and when using it, as well as they are stating we are full time residents, however, cannot specifically state the minimum temperature that this camper is made for as well as what qualifies as full time. We were sold this camper on false advertisement as there is no insulation or heated lines and is not truly a "four seasons". We understand that campers are not made for significantly low temps, but we were also very clear about what we needed to start off on the right foot, and we did not receive close to what we specifically asked for. We feel that *********** Sales provided us with significantly false advertisement to sell the camper and make it sound more appealing to us, whether it was true or not. We feel that we were taken advantage of as customers and both KZ and *&**** Sales significantly misrepresented the camper and its true abilities to us to make a sale. We also have multiple videos to show further evidence.

  

  Business Response

  Date: 03/15/2023

  KZ does not promote or advertise our Connect product line to be a four season RV.  It is promoted as "extended season" and is not manufactured for extreme cold or heat.  At the time of the issues the consumer was experiencing in ************, the temperature was ranging between -35 degrees Fahrenheit and -45 degrees Fahrenheit. Our warranty also clearly states that "Full time" living voids the warranty.  Although this is the case, KZ still has attempted to assist the consumer with repair of manufacturing defects.  If the selling dealer misrepresented the product that needs to be addressed with them.
  

  The following is KZ's response to the consumer as of March 8th, 2023:

  I do apologize for the inconveniences you have incurred while living full time in your KZ Connect C241RLK.
  Your KZ Connect does have the Climate Package which is designed with the ability of extending your camping season. We do not consider it a year-round 4 seasons travel trailer and it was not manufactured with the intent of using in the extreme temperatures of Southwest Dakota in February.

  You have taken several precautions such as the use of heat tape and skirting the travel trailer with ***** of hay. While this may help, KZ would not recommend camping or living-in under such extreme conditions and our warranty would not cover any damages because of camping in these extreme temperatures.

  KZ would consider any warranty request submitted to us; we would take such things into consideration as the temperatures and determine any participation. Please submit these concerns to KZ using an authorized dealer. In the event this is not feasible then KZ would be happy to work with you and a non-authorized RV service center or technician. We would ask that a work order be presented to us for review and consideration.

  KZ will not participate in a repurchase or cover incidental expenses.