ComplaintsforPleasant Valley Teardrop Trailers LLC

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  NuCamp had my camper to resolve a long list of warranty issues. I delivered the camper in October. I missed many months of camping due to a broken camper parts. NuCamp finally delivered the camper back to me March 2nd saying that it was all repaired. When I got the camper home, the aide heating system did not work (this was on the list to get repaired). Also the side panel that they had repaired has a large bend or flaw in the side of it. At this point I have missed about 8 months of camping due to broken, unworking camper that I paid 35,000.00 for. I am requesting a refund of my purchase price or a new camper at this point.

  Business response

  03/11/2022

  I am writing today in response to the letter I received in the mail yesterday which contained a customer concern about our business. The ID number assigned was *********

  I appreciate this opportunity to help clarify and clear nuCamp from any ill-conceived wrong doing.

  nuCamp is committed to building the exceptional, both in form and in function. As such, we are extremely sensitive to any complaint where the client is less than happy. We lead the RV industry in warranty expense and have a legendary reputation not only for our quality, but also for our customer service.

  In the case at hand, we sold a prototype unit to a dealer a couple of years ago. With that, it was done so at a deep discount and without a warranty. When the client notified us of the issue with the unit, we relayed the fact that the trailer was a prototype and carried no warranty with it. The client informed us that the information had not been shared with her and if it had, she would not have purchased it. While we advised her to seek a resolution through the dealer, we also chose to “do the right thing” and investigate the repair at our own expense. When we discovered the issue, we initiated conversations with one of our suppliers to custom order components for the repair. Two different times, the parts that came in were incorrect. With typical turnaround times of 6 weeks, exasperated supply chain constraints, and labor issues, this process took an inordinate amount of time – nearly 12 weeks of winter (Nov-Jan).

  When the correct components were finally received and installed, the client was not satisfied with the aesthetic result of the sidewall. The aesthetic is identical to every brand new unit that we produce. We employ an aluminum sidewall frame with block insulation and Azdel backer. When the fiberglass is laminated on that structure, the location of the aluminum frame members are visible. It is not a warranty issue. It is not an anomaly. This is simply the way that the product is – 100% of the product.

  With respect to the hydronic heater and hot water issue, it is a system that needs some training on how to use properly. While many, if not most, issues with the Alde system are user-errors, there is a possibility a fuse blew since the time of the repair and the client is unaware how to fix it. Every unit is thoroughly inspected for functionality and cleaned prior to departing the factory. We stand by our work 100%.

  It is highly regrettable that we had the client’s trailer from Nov-February, but could not accelerate the time frame due to custom components. The silver lining was that we had it 4 months which were in the middle of Wisconsin winter.

  We have had ongoing conversations with the client about the repair and her dissatisfaction. These conversations have centered on remedies ranging from repair to repurchase. Why the client chose to file a complaint at this time is unclear to us. Even in the case of buyer’s remorse, we care genuinely about the client that purchased our product and their ability to enjoy it. We look forward to ensuring the best outcome for this client.
  

  Feel free to reach out or let me know if there is anything else you need.

  Business response

  04/01/2022

  We certainly understand the feelings the client has about this situation.

  The lack of information regarding the unit that she was supposed to receive from a 3rd party of which we do not own or operate is the root for all of this concern.

  While we clearly sold the prototype unit AS-IS to the 3rd party, it is regrettable that they did not do likewise.

  With that said, we are facilitating a buy-back through one of our partners and this client will be made whole.

   

  Customer response

  04/18/2022

  
  

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  NuCamp has purchased the unit back and I  consider this complaint resolved.

  Regards,

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

*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. ↩