ComplaintsforJohnson RV

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought an rv that was not in the condition they promised to have it in. In addition it took them 3 weeks to have it ready but it looks like nothing was done. I just received it yesterday and the rv was filthy with multiple rock damage to the front hood - they were supposed to repaint it. That was not done. It was just filled in. The tires need to be replaced they were supposed to have a lot of life left. They arent in the condition as described. The pantry is all rusted and needs to be replaced. The metal sink holder has stains and needs to be replaced. The carpet has stains and needs to be professionally cleaned or replaced if the stains cannot be removed. They were supposed to clean and detail the rv and didnt. The shower hose was not fixed and does not work. The generator was not serviced or filter replaced. The filter is filthy. I paid ****** because they promised me it would be in pristine condition with everything fixed and serviced. This is far from the case.

  

  Business response

  10/10/2023

   

  Hello. It appears that ************** is currently working with our service manager ************************ Customer has been happy with the communication thus far.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2023 I purchased a 2017 Hymer Carado axion from Johnson Rv. I received a walk around in the show room (basic how things work)....I did the paper work (finance and after saying no to the extended warranty (as I did not want to finance that amount for 15 years or whatever my term was but rather pay it out right so I purchased a plan from Good ***)...after saying no a million times the finance gal said "well this company has filed bankruptcy so your parts will be crazy expensive. I was handed my keys and they pointed to the rv now In the parking lot. I got in the vehicle and I had no idea how to start as simply turning the key wasn't working--10 minutes later I was on my way.. I chalked this up to not know if an rv was different then a car and nobody came out with me (which was odd to me as every time I purchased a vehicle( new or used) I was walked out to the vehicle and watched as I drove my "new (or new to me) vehicle....this was not the case here and people were right inside watching me try and get this started snd nothing was said or nobody came out....$70,000 vehicle!!!! Ok March weather stunk and April not much better....May, I made an reservation to finally take it out. I took it to top off gas tank and I couldn't get it to shut off and when I did I couldn't get keys out....finished there, drove home and same thing could not get it to shut off and when I was lucky enough to, I couldn't get the key out or it would come out but was then stuck in auxiliary mode and that would drain my battery. I reached out to Johnson RV and the first words in the chat "you didn't buy the extended warranty and they suggested I contact a dodge dealer-I took it to *********************** of Olympia. Results of diagnosis was ignition switch I told Johnson RV and again first words were about extended warranty!!!! I told them I have one but that's not covered- she said ours covers it! Again a $70,000 vehicle and this is the treatment I am sure they knew about this deficiency!

  

  Business response

  06/07/2023

   

  
  Customer elected not to purchase the extended warranty with Johnson RV.
  Instead, customer states they chose to purchase a warranty with a different company Good *** - not Johnson RV.

  Also, it's an industry standard for RV dealers not to do chassis work & to instead direct customers to the nearest (chassis) OEM dealer.

  Customer response

  06/16/2023

  purchased what I thought was a used 2017 class b RV (conversion van) on March 4 of 2023. In Fife Washing-Johnson RV. (2017 Hymer Carado Axion) It took me 10 minutes in the parking lot to get it started (new purchases and nobody came out with me)....prior to leaving for the parking lot the finance gal said to me since this company filed bankruptcy and closed, your parts will be very expensive so don't call me when it breaks down. (This was said due to me rejecting the extended warranty as I purchased one from Good *** prior) Also at this time I was handed a key and several fobs which they said only needed to be programmed and my local dodge dealer could do that for me for free. Drove back to Olympia and as the weather in March and ***** was terrible the rv just sat there (mileage can attest to this). Made a camping reservation for may 31st. Drove the rv to the gas station to fill it up. I was not able to get the engine to shut off...thought I got it off , but much to my dismay I had yo complete the gas up with engine running. I drove back home and again could not get it to shut off (key even came out while it was running)...I could get the key out finally, but the vehicle was stuck In auxiliary (battery still on). I texted Johnson RV and they asked if I shook the steering wheel....then said was given a video which showed a guy sticking a small s**** driver in the steering column-nope not doing that! After a while they said for me to call a number which was ************-I live in ******* so I called *********************** and they were able to get it in. (This was on a Thursday May 31 my camping day) *********************** ran their diagnostic tester on it and it needed a new ignition switch Installed $911.54). When they emailed my copy of the billing I noticed it said 2015, I called to ask why my bill said 2015 they said that is the year the *** pulled up would check it again and again it came back a 2015. My title registration insurance and my loan all show a 2017 vehicle?

  Desired Resolution: 

  Billing Adjustment

  
  

  Customer response

  06/26/2023

  I would like to add to my complaint-  they sold me a 2017 as all my documents (sales) show which is the year my loan, insurance, and extended warranty have per sales documents.  As previously stated it had to go in and get fixed and *********************** told me truck is a 2015.  I was getting a new Fob/key so I had to present my registration, ************* manager said your registration shows this as a 2018!!!! I bought a 2017.  I contacted Johnson Rv their words were "you got a better deal than we thought". My extended warranty wants a doc with 2015 on it to correct my policy and I don't have one....I have asked the sales manager to take this back and make me financially whole-no word!!!!

  *************************************;

  

  Business response

  06/26/2023

  First complaint was closed out by the BBB. This is ****'s 2nd (same) complaint. (We will respond with our same response.)

  Customer elected not to purchase the extended warranty with Johnson RV.
  Instead, customer states they chose to purchase a warranty with a different company Good *** - not Johnson RV.
  
  Also, it's an industry standard for RV dealers not to do chassis work & to instead direct customers to the nearest (chassis) OEM dealer.

  

  Business response

  07/10/2023

   

  This is a duplicate complaint that has already been addressed.

  

  Business response

  08/07/2023

   

  **** no longer owns the *** as it appears she has traded it in at a car dealership for a car (Kia).

  With that being said, we went above and beyond with ****. We paid for ****'s ignition switch, even though it wasn't our fault & not our obligation.
  **** turned down the Johnson RV Warranty, & instead, bought a warranty from a different ** dealership.
  Instead of our competitor having to pay for the fix, we went ahead and took the loss and paid for her ignition switch.

  Also, the c****** year on an ** 'does not equal' ** Manufacturer Model Year.
  For example, Hymer buys the chassis (Dodge/Ram) & then uses that chassis to build out a Hymer **.
  The year of the ** is not the chassis year, but instead is the *** year from Hymer - after they build out the **.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2023 Roam camper at Fife. I am handicap and need to have a garage put in hand controls in April. It showed up with a fractured windshield. A crack through the wiper area during the time at Johnson RV. They decided to replace the windshield. Will take 2 to 4 weeks to get into stock. Not drivable with this type of crack. Found out that the windshield came in last week. I cannot get a date when they will repair the vehicle. The sales person will not give me a contact name. Service does not answer the phone nor return my message. The sales person said it must not be moved for 24 hours after being replaced so it may take awhile while they come to the house. Every glass windshield company I have spoken too does not understand that time frame. After weeks of trying to get info I am going this route to see if I can finally get my brand new vehicle repaired so I can use it.

  

  Business response

  06/07/2023

   

  The windshield just arrived & is scheduled to be replaced tomorrow.

  Customer response

  06/07/2023

   
  Complaint: 20126600
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  06/09/2023

  The windshield has been repaired. The installer stated that not everything said by Johnson correct. But, none the less the windshield is repaired. The small parts missing in the vehicle I will take care of.
  

  
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Coachman Galleria 24T in July 2021.We paid $160,000 for the ********************************* Galleria 24T.We also purchase and extended service warranty for $3,500.I have had the worst experience ever with your the JohnsonRV ***** service department. They do not return my calls! *** owned the Coachman Galleria for 2 years now and have never gotten a call back from them! Ive had so many issues with it that Ive had to depend on the internet/YouTube users group for help. Why did I pay $160,000 for this with extend service warranty for an additional several thousands of dollars?!? I am beyond frustrate as the air conditioner has never worked for **. I had vacation scheduled and so many reservations at campsites that we can go to because it is now in repair shop at the JohnsonRV in ********. My wife and I thought we had bought the top of the line class B RV but it hasnt worked right and feels like the worst investment of our lives since it has never worked right!!!! I have called your ***** ************ more than 20x (probably and understatement) and have NEVER received a call back. I even called your sales department and they said they would hand deliver it to the service manager himself so that I would be sure to get a call. That was 3 weeks ago!3 weeks ago I took it to the Johnson RV in ********. I has been sent back and forth to ******** and the Johnson RV store and is still not done. They said they are waiting for parts that will take another 3 weeks!!!!!! There have been so many problems and this is just some of the problems I can recall:1) Air conditioner has NEVER worked 2) The disconnect to start the generator shuts off on its own we have to turn it on and off several times for it to activate.3) No hot water from the hot water heater 4) Inverter issues 5) When plugged in to 220 power at a camp site the heat and power goes out randomly 6) sliding door will not unlock using key fob. It worked for the first year but just started not working 7) water tank sensors not working It was working for a while but now it is showing as empty even when its filled to capacity with water and this includes the black tank and the gray tank.

  

  Business response

  06/02/2023

  Issue #1
  Vehicle had multiple symptoms due to a faulty solenoid that caused the panel to shut off and tank sensors to stop working.
  This part has arrived, has been installed and tested over a 2 day period without issue. (Fixed.)

  Issue #2
  House AC issue high and low pressure switches are on order and we were given an initial eta of 2-3 weeks.
  Requested an update from supplier will not hear back until Monday.
  
  We are making arrangements for one of our sublet workshops to perform repairs as soon as parts arrive.
  Customer is being updated ***** in service and we will reach out again on Monday to confirm ETA on AC switches.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had file a complaint and received a semi response from Johnson rv. The person who responded ******************************* sent me a message and gave me the name of *********************** who is the financial person who is in charge of giving me a refund on my extended warranty that is usless since they will not fix anything. *********************** sent me forms to fill out for my money back for my warranty. I sent them back with all of the required documents he requested. I also sent them to the warranty company who said this was a Johnson rv issue and I had to deal With them. No problem except NO one will return my email or my calls. I have called *********************** and left several voice mails and sent several email regarding my money back. I have not received anything. I want my $5500 back. I jumped through their hoops and sent what they needed. Now I am filing yet another complaint.

  

  Business response

  03/03/2023

  Customer has been in communication with our Finance Department.

  With the cancellation being sent out, customer is due a cancel percentage of *******% per Assurant.There is a $50 cancellation fee. Customer will be netting a refund of $3,770.56. Check is being cut today and tracking number has been provided to the customer via UPS. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We bought ****** from Johnson RV in *************. We paid $150,000 and another $5,500 for an extended warranty because it is a used **. When we went and looked at the ** we found a few things wrong. The batteries needed replaced, there was a broken piece in the shower, one of the doors was cracked. We mentioned to the sales person about these little issues and he assured us they would be taken care of. When we took position of the ** about two weeks later we drove it ********************************************************** for the next month. Once there and the second night we heard a HUGE water leak under the **. When we looked the whole wet bay was flooding. We had to shut the water off and call Johnson RV the next day. ***** sent a ***** repair person up to fix it. Great. While **** was here we had him check the batteries because it looked like they had not been changed out. They had not. The ones that were in there were bad and we were lucky he had some in his van. He replaced them. Two weeks later the water started leaking again. We moved 26 miles north when, for the third time the water line erupted. We called Johnson RV to set up a time for them to have ****** and go over everything that was wrong. We sent ***** a email with a list of all the things that were wrong. He assured us that he would have them fixed. We left ****** at their facility for 10 days. I called and emailed ***** 3 times over the 10 days to see how things were going. I received no replay. When we went to get the ** after the 10 days nothing was fixed on it. Not ONE thing. We had to have the ** Tech come back to our camp site and fix everything. Over **** worth of work. I have emailed them 3 times and have not received any response. I want my money back. $5500 for the extended warranty that they refuse to honor and $**** we have had to spend on repairs. I have emailed them several times with no response. Its been almost a year.

  

  Business response

  12/19/2022

   

  ****** is currently in communication with our leadership team & getting the desired settlement.

  JRV Team

  Customer response

  12/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I received a message from *************************** on December 8th. I followed up with that email and I have not heard anything back regarding this issue. I will follow up if I hear anything else. As of today 12/19/2022 I have not had a resolution. 
  Sincerely,
  
  *******************************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered an ** in March 2021 from Johnson RV, *****, ******. The ** finally arrived and we made the purchase of the brand new ** on October 17th 2022. When completing the purchase agreement and loan documents with the Finance Manager AB, at the end he was pushing for the purchase of an extended warranty. We had already done our extended warranty research, but listened to what he had, to use as comparison. I had asked the Finance Manager several questions regarding the extended warranty, such as "Maximum amount of claims and Maximum claim costs" and "If electrical wiring, electrical components and computer touch screens were included", he answered positively and the extended warranty seemed like a good deal with good coverage. Finance Manager said that we could cancel the extended warranty at any time. We signed paperwork and were off.Over the next 48 hours, I reviewed the extended warranty in great detail and found that the Finance Manager was not making accurate or correct statements about the above warranty. On October 19th 2022, I personally spoke with Finance Manager **, to cancel the extended warranty as it didn't cover what I had asked and that Finance Manager AB, had made false claims and statements about the warranty coverage. Purchased extended warranty of $9874.00 on 10/17/22. Cancelled warranty 10/19/22 via phone call with ** Johnson RV. Contract States "up to 45 days for refund". As of 11/29/22, 40 days after cancellation, Johnson RV still had not sent cancellation paperwork to ****************** Group. Numerous phone calls/voice mails and emails to both Finance Managers ** and AB, are not returned, no reply to emails. $9874.00 still has not been returned and applied to my loan amount. Over 6 weeks now 12/5/2022 and funds still have not been returned/applied to loan.

  

  Business response

  12/12/2022

   

  Hi *****!

  ****** has attempted to reach you several times to let you know he is working on processing your refund.
  Here is the best number to reach ******, ************.

  Thank you *****!
  JRV Team

  Customer response

  12/12/2022

   
  Complaint: 18524668
  
  I am rejecting this response because:

   

  This is an untrue statement from Johnson RV.  Exactly why I am reaching
  out to the BBB and legal representation if this continues to go nowhere and they continue to hold my money. 

  
    My calls go unanswered, my voicemails to both ******* and ****** are
  not returned and emails inquiries are not responded to.  They have made
  zero attempt to return my calls.   We are now 2 months after the
  cancellation and Johnson RV is still holding my  $9875.00.  This money
  has not yet been credited to my loan or check sent out (as of today 12/12/2022.  Very
  unprofessional business practices.
  
  Sincerely,
  
  ***********************

   

  
  

  

  Business response

  12/14/2022

   

  Hi *****, we are providing you with exactly what you are asking for.

  See details:

  
  Check # ***** for $9,874.00
  
  UPS Tracking: 1Z9W0W620392977971

   

  Thanks!

  JRV Team

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an extended warranty on 6/18/2022 on our brand new RV with a 60 day 100% refund guarantee minus any claims. We contacted Johnson RV within 3 days due to a leaking faucet and no one returned our call. We contacted the warranty company and they informed us our RV warranty was not in compliance due to missing information from Johnson RV. Regardless, we immediately requested a cancellation of the policy on 6/21/2022 and returned a signed document to PWC Insurance in ****************, **. They acknowledged our request and advised 45 day to refund our money from Johnson RV. As of today, August 10th, we have received nothing from Johnson RV. They have not responded to our phone calls or emails. We need help getting our refund.

  

  Business response

  08/24/2022

   

  Hi ****, our Corporate Finance Director has been made aware of your situation & will be giving you a call shortly to help you.

  Thank you!

  ************************* - Corporate Finance Director - ************

  Customer response

  08/26/2022

   
  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.
  

  I will point out that we were informed by the warranty company, PWC, who mailed their portion to JRV on July 7th, our $5k refund was mailed August 18th. The postmark on the envelope shows August 24th, the same day we were called by the finance director. He also claimed the check was mailed the 18th. Its most unfortunate JRV resorts to such deceptive practices and chooses to alienate a first -time customer. Shameless.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a lovely 5th wheel from Johnson RV July 2020 with a full warranty. We live full time in the ** as many people do at the ***************** accross from us. We notified Johnson RV of our heater/fo fireplace going out in October 2020. We have requested service for this at least 7 times. In April our main heat to the entire 5th wheel quit working. A tech came out fixed part of what caused the problem which was a leaky water heater and put in a "work order" for fixing the heat. We have no heat as of today, and have requested service many times. Johnson RV continue's to say they will return our calls and then they do not. Winter is coming we cant get them to follow through on their extended warranty. We live on the mountain with no heat but a space heater that trips the fuses.

  

  Business response

  09/15/2021

   

  One of our service advisors spoke with ****** & found she was incredibly frustrated with the fact she has left countless voicemails for *****. 
  We listened to her frustrations. We agreed that Johnson RV would get a mobile technician to her as soon as we could. We contacted "RV Ready" and theyre able to go out and address her furnace concern on 9/23. We contacted ****** and she said next thursday will work for her. She then sent us photos of the fireplace that has failed, to attempt to get her parts prior to the mobile tech. She is aware and was okay with the fact the fireplace might not be in yet. She was incredibly happy that there is progress and her concerns are being taken seriously. Our last contact with her was via text on 9/14 at 4:01 pm. 
  
  

  Customer response

  09/15/2021

  
  Complaint: 15864773
  
  I am rejecting this response because:I did not express understanding that the fireplace parts may not be available prior to technition visit. These parts were available during the year as I did research the part availability when we were previously told the parts were not available. Johnson RV has a direct line to the manufacturer. If I can order a new fireplace, Johnson RV should be able to get the Fireplace within 10 days.
  Sincerely,
  
  *******************************

• Initial Complaint

  09/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an RV and an extended warranty from Johnson RV September 2020. The refrigerator stopped working and after following the directions per the extended warranty, my mechanic contacted the maker of the fridge, Dometic and followed Dometic's diagnosis on what to replace in order to fix the issue. Unfortunately the issue was not fixed and after several months I was able to get a replacement fridge. I am out of pocket 1000.00 - which should have been covered by the warranty as stated in the warranty contract and my attempts to get any type of help from Johnson RV have gone unanswered since June 2021. I have emailed Mikelle Flood, who sold me the warranty and she simply does not reply to my emails. I spent 2500 on the warranty, was guaranteed it would cover issues including those with the refrigerator however that is not the case. I have also emailed the general johnson rv customer service in regards to help with this issue and they too have failed to reply.

  

  Business response

  09/17/2021

  Good Afternoon *******. First, I want to apologize for length of time this has taken to get resolved. I have tried many times today to call the 1-805-256-6726 number we have on file for you with no success. The recording I get says “Sorry your call cannot be completed.” Before issuing your reimbursement check I wanted to connect with you first to ensure we have a good mailing address for you.
  
  In efforts to reimburse you promptly, we will cut the check from Johnson RV and not go through First Extended.  This will save on 5-7 business day of processing.
  Please call me at  your earliest convenience to discuss mailing address and final details. I look forward to hearing back from you and having a solution for you.
  
  
  My Direct Line: 503-783-6305  (Mikelle)

  Customer response

  09/19/2021

  
  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.
  
  Sincerely,
  
  ******* ******

*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. ↩