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:11/27/2024

  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.

  Vehicle went in on 5 September 2024. The right front **** was not extending and parts were needed. Once parts were received, it took an inordinate time to finish job. Also. work was done to repair back-up camera. Vehicle was picked up on 10 October, 2024, only to later (at home on 18 October)) discover that job was not finished and a mess was left. I was told that on 12 November, it would be finished - it wasn't. I have since verbally complained and I have texted,, five times (five days), asking when job would be finished - without even a response

  

  Business Response

  Date: 12/02/2024

  To whom it may concern at the BBB regarding matter ID ********,
  
  Mr. *** dropped off his 2013 Four Winds 23U Motorhome for repair on 9/5/24. The customer stated that he did not need the vehicle back until October. Byerlys team inspected the vehicle for repair to the leveling system and back up camera.  Diagnosis began on 9/11/24 and we called to request additional time for diagnosis on 9/12/24. It was noted at that time on the ** that evidence of rodent damage was visible around the rear camera cables and there was debris from the damage visible. Estimates for the leveling system were sent to Mr. *** on 9/13/24 and deposit received 9/16/24. The part was received 9/23/24 from the vendor and install completed 10/2/24.
  
  On 10/22/24 Mr. *** contacted Byerly to let us know there was an issue with repair. Byerly discussed the possibility of a Service call to assuage Mr. **** concerns about him incurring gas costs because of driving.
  
  Byerlys Service team and Mr. *** mutually agreed on a service call on 11/7/24 to remedy the repair and take care of any further issues. The address given to our technician led to an abandoned building using GPS. Trying to resolve the issue, we reached out to Mr. *** in an attempt to find his location. Mr. *** responded with tell your tech to turn around cause Im done waiting (recording available). 
  
  We rescheduled our technician to go out on 11/12/24 and verified the directions with Mr. **** Our tech cleaned the area of all work-related debris but noticed that to make the repair truly correct, we needed to replace a wall board and a few pieces of ****** trim. He explained that to the customers wife, she agreed and was thankful for his time. 
  
  In order to properly complete the repair, Byerly needed to verify that we had the items needed for on-site repair, and to precut a piece of wall board for easy transport. Mr. *** texted Byerly multiple times in the delayed period. Our Service Manager responded to Mr. *** on 11/27/24 offering a service call between December 3-5, 2024. 
  
  Mr. *** responded at 9:38AM 12/2/24 requesting the service call for Wednesday, 12/4/24. Our Service Manager is confirming the schedule and verifying the appointment with Mr. ****
  
  Regards,
  
  Byerly RV
  ****** ******
  President
  12/2/2024

  Customer Answer

  Date: 12/06/2024

  Complaint: 22613532
  
  I have reviewed the business' response and am rejecting it because: it is not quite accurate as explained in the attachment
  
  
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 12/07/2024

  Mr. ***,

  First off let me apologize because I believe my detailed response overshadowed the actual results of our attempts to resolve your issues.On 12/4 our technician arrived on site and completed the repairs which you requested we resolve per this complaint. Our goal is to satisfy our customers. I apologize for any delays in repairs or miscommunication, I believe you think our companys directive has changed and in reality, we are more dedicated to service than we have ever been,and I hope to illustrate that moving forward.

  Secondly, I want to explain to you where I think we have misunderstandings about my response.  You accuse me of using alternative facts but I am just using the very detailed systems we have in place for record keeping. You infer that when I say our team inspected the vehicle, that I meant the Advisor you spoke to. I am referring to our Production Manager who flagged into the work order on 1:34pm on 9/5/24 and spent about 0.8 hours on the vehicle to inspect the jacks and camera system that day.

  You are absolutely correct in stating that it took us too long to get the part on after we received it. 9 days is too long. At no point did I state otherwise.  To state we dont care about the client seems a bit harsh, we were addressing many client needs at that time. We did not intend to push your work behind schedule. Our Advisor understood the timeline to be the first of October, and our production team used that date for scheduling.If that was our misunderstanding, I apologize.

  Regarding the day of the confusion with the address. You state that Byerly never called you. We do have a few recorded calls from that day.  The manager arranging the service call did call you and left a message around 12:50pm. When you returned the call, you even asked, did someone there just call me?

  As far as the interaction on the day the tech did arrive, I cannot comment because I wasnt there, but I do trust the mechanic who went on site, and I believe you trusted him as well after he completed the repair this week.

  Additionally, to address your belief that our Service Manager did not respond to your texts until you sent a BBB complaint.  You claim that we responded within hours of your complaint on Nov 27.  I did not receive the BBB complaint until the evening of November 27 after hours. I did not alert the Service Manager until Friday morning at 8:39am via email.  He responded on his own to you on Nov 27 before we ever saw your complaint.  Im sorry you felt it was necessary, and I wish you didnt feel that it was the only way we responded. But please rest assured, that was not why we responded.  *********** Manager is new to the role and our texting platform is not a familiar communication tool. He admittedly missed the earlier texts due to the way the incoming texts get automatically assigned.  This is our oversight, and I apologize for that.

  Mr. ***, Im not trying to get into semantics. I try to be very detailed with responses because we are family-owned company and all we have is our reputation.  This is beyond the scope of this back and forth, but I feel the need to address your statement that our service has declined.  In July of this year I terminated our previous manager because he was not addressing customer needs in the timely fashion in which I believe we need to as a company. I felt our service was not where it needed to be to set the standard for the industry.  Our new Service Manager is still getting his footing,but his vision is in line with our goals of resolving customer issues quickly,in an industry that has significant parts and warranty delays, and making that the focus of our business. We are not about get the money as you state, our goal is to create lifetime customers through service.  Im sorry you feel otherwise, and I hope that we can prove to you that our commitment is to constant improvement in customer service.

  Thank you for you business,

  ****** ******
  President
  Byerly RV

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:

  'Nuff said,  Case Closed.
  

  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:07/31/2023

  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 2022 Dodge ProMaster THOR sequence Motorcoach. They told us everything was ready to go with it and we were going to the wife's class reunion. We were going to stop in the rest area and they told us the lithium battery would be best for us because it uses solar power. We tried to stop at the first rest area, nothing would work for us. We laid down in the hot heat, got up and continued driving from Indianapolis to West Virginia where we plugged up. Everything worked great when we plugged up. We had our little puppy with us and tried to get the ac to work to keep her cool. We had to keep her by our side because the ac didn't work. We drove back across 64 Highway and drove and found a KOA in Ashland, KY and plugged up. We got back into St. Louis and took it back to them and said this is not working like you said it would. We got a hold of THOR motorcoach and they asked did you open up the battery plug and they said no. They didn't do this but they did it after they knew to do this and nothing worked. We went to Wappello Lake and nothing would work after they so called fixed it. We went to Branson, MO and the ac quit on us. We had to get a hotel room for the last 4 days of our trip. We ended up coming back to Troy and I parked it at the storage facility. The ac won't work at all for us, even plugged up. I contacted the MO AG's office.
  We have talked to the owner, ****** ******, and the sales team and can't get anything done to this thing. They sold us a lemon. The new owner of the business said that's the way it is, that is what we requested and didn't help us.
  
  I would like for them to buy it back and put us in something that works.

  

  Business Response

  Date: 07/31/2023

  To whom it may concern at the BBB regarding matter ID ********,
  
  Mr. & Mrs.
  ****** purchased a 2022 Thor Motorcoach Sequence from Byerly RV on 7/22/22.  The vehicle was manufactured with a
  lithium-ion power system to run 110v power when not plugged in to shore power,
  as opposed to having an onboard generator. 
  Thor Motorcoach has built the majority of their Class B Van products
  with similar power systems since 2022. 
  
  After issues with
  the power system the ******* brought the vehicle back in for warranty service
  on 10/24/22. At that time the vehicle had 4082 miles.  The details of the RO are attached.  Loose connections were found in some parts of
  the wiring system. After correction the “System runs as it is designed.
  Secondary alternator only charges during travel or with the motor of the coach
  running while parked. Coach does not come equipped with the AGS option.” Work
  was completed on 11/11/22. The customer picked up the vehicle on 1/7/23.
  
  Mr. ****** has
  discussed his concerns about not having a generator with Byerly’s Sales
  Manager, **** **********.  Byerly offered
  to help trade Mr. ****** into a different vehicle and has offered to provide
  the customer with a generator rack for a portable generator offered in our
  parts Department.
  
  On 2/27/23 Mr.
  ****** contacted Byerly RV and spoke with President, ****** ******. He
  discussed his concerns about the PDI of the vehicle and that the vehicle was
  manufactured with a lithium-ion system and not a generator.  At that point Mr. ****** was told that Byerly
  was here to support with any issues that he had, and that Thor was building
  most of their vans with lithium systems. 
  At that time (and now) the only unaddressed issue with Mr. ******’s
  coach was scratched glass he wanted noted. Byerly offered to help him consign
  the vehicle but recommended that if he wanted to maximize his return he may
  want to sell on his own. 
  
  Since 2/27/23 Mr.
  & Mrs. ****** have not contacted Byerly RV for any service concerns.  The last time the vehicle was dropped off for
  service was 10/24/22.  Repairs were
  completed 11/11/22 and the vehicle has not been brought back for concerns since
  the customer picked up 1/7/23. It is disingenuous of the customer to refer to
  the vehicle as a “lemon”.
  
  Byerly has offered
  to help Mr. ****** consign the vehicle, to trade the vehicle and has offered to
  supply a generator rack.  The customer
  has denied all of those offers. Byerly RV is happy to assist Mr. & Mrs.
  ****** with any concerns they have with the operations of the vehicle.  However, the limited manufacturer warranty
  from Thor Motorcoach expired on 7/23/23.