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:05/19/2025

  Type:Sales and Advertising 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.

  Salesman are refusing to sell me a travel trailer because of weight restrictions requirements state law says travel trailers over 3000 pounds require a break controller salesman refuses to sell me a trailer because of this even though the weighs under 2500 pounds he refuses to sell me the trailer if I dont buy a brake controller, even though its not required

  Business Response

  Date: 05/20/2025

  THIS UNIT HAS WEIGHT OF 2460 LBS AND CARRYING CAPACITY OF ***** FOR GROSS COMBINED WEIGHT OF ***** LBS. THE TRAILER HAS BRAKES ON IT THAT REQUIRE YOU TO USE A TRAILER BRAKE.

• Initial Complaint

  Date:03/28/2024

  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.

  We bought a Travel Trailer in June 2022 from Camping World. We had an issue with things that were promised and camping world tried to resolve it but they resolved with it with less than quality parts. When we took it to another CW in ******* for warranty work on the siding and the fridge we were told by the service manager we got screwed on the fridge replacement. When I called CW customer service number they transferred me to the Pasco CW where I bought it from. They told me they had no records of the fridge being exchanged at the point of purchase and theres nothing they can do. When I filed a complaint with corporate CW they had Pasco CW call me back and tell me theres nothing they can do. Fast forward less than a year after the Alabama CW did the siding work I called to tell them the siding was coming off again. They told me there was a 3 month wait to get it in. Since the season was over and winter was coming it sat in storage until spring. I picked it up and on the drive home I noticed the siding coming off again so I called the Alabama CW for assurance they were going to take care of it and they told me the warranty had expired. The entire experience with this place is terrible and I feel like I had a $2200 fridge replaced with a piece of c*** with nothing but issues. Now I have the siding falling off on the outside for the 3rd time with no resources

  Business Response

  Date: 04/09/2024

                 ****************** did purchase an ** from Camping World of Pasco however the transaction was in 2021, not 2022. From the factory this travel trailer was equipped with a 12v only refrigerator. The customer had expressed a desire for a ************ refrigerator prior to purchase and one was installed in July of 2021. This was done with the customer's approval. The ** parts department found a refrigerator that was available and would fit the dimensions the stock refrigerator occupied. The new refrigerator was ordered and installed, and the $3,600.03 bill was covered by **. This refrigerator came with a full warranty as did our installation.

                The next mention of the refrigerator is in a work order written September 12th, 2022 by one our Alabama locations. ****************** felt it was not operating properly, however once it was inspected the refrigerator was found to be working correctly. No warranty claim was filed. There was a warranty claim filed for metal repair/replacement on the same work order. There was a half hour authorized and used to reattach the siding. Sometime after the repair an additional piece of siding came loose, and the manufacturer authorized two hours and this time was used to reinstall an entire piece of side metal. The only line denied by the manufacturer on that work order had to do with an outside shower that the manufacturer determined was operating per design. Later there was additional metal coming loose unfortunately the ** was not returned to the Alabama ** until after the warranty had expired.            

                Our call center has received calls from this customer several times indicating he needed assistance and was directed to the nearest ** location to help. The siding issues the customer is concerned with would be covered under warranty for the first year or ownership ending in June of 2022.

   

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

   

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21501789
  
  I am rejecting this response because:
  

  You are absolutely correct that I requested the fridge to be replaced due to the promise that the original one didn't do as promised and I put $12k down for this trailer. I was made to feel like this was my only option and was bulldozed by your sales team when it came to my options. Plus after waiting 3 weeks after the original purchase date to receive my ** I felt like this was my only choice. When I moved to ******* in July 2022, your ******* location was the closest location to me for service and that's why I took it there. There was an issue with the fridge not working, the siding falling off on both sides of the trailer, the A/C not blowing out the vents, and the water hose on the rear not working. After doing the repairs, I was told the A/C was working as it was supposed to even though it was working differently when I first used it, the fridge was working "NOW", the water hose connection was put on backwards by the other camping world location, and the siding was repaired. It was your manager from your Alabama location, that informed me that what I received as a replacement for a fridge was an inferior product compared to what was in the ** originally. He told me that there was no record of a fridge being replaced and there would be no warranty on a fridge I had installed. He told me I should contact my sales person back in ********** to submit a complaint and to my surprise when I did talk to the Pasco sales manager, the service manager, and to corporate customer service team, not one person could provide proof that this fridge replacement even happened. I've gone round and round with so many people trying to get help this has been one of the worst experiences I've ever had. Being that we only use the trailer in the summer time its really difficult to see issues right away and it was no surprise that when we went to use the trailer for the first time this back in April of last year we noticed the siding coming off again and bulging out. I contacted the Alabama CW and was told that there was no longer a warranty for the siding and was referred to contact Keystone. I contacted ********, and they told me to contact the dealer and back and forth again and again. Being that you have exact prices for everything that was done, I would love documentation for my records for everything that camping world has done. Also I would think from 8/22 to 4/23 should be under the umbrella of covering work you guys do to fix issues with something you already said you repaired. 
  

  Sincerely,
  
  ***********************

  Business Response

  Date: 04/22/2024

  Camping World has a 90 day parts and labor warranty. The manufacturer has a 1 year warranty. Both are well exhausted. RVs require maintenance and repair. The customer and work order for the refrigerator/ac appointment both agree the refrigerator, ac and siding were all repaired or there was no actual problem found. While I can sympathize with the customers desire for longer warranty periods, they are expired. The customer has an extended warranty which will cover future component failures.

   

  Thanks

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

• Initial Complaint

  Date:12/08/2022

  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.

  Greetings, Our 2022 Keystone Cougar 5th wheel was purchased new in August of 2022 at Pasco WA Camping World. We have a one year warranty, and purchased the extended warranty. We had to bring it to Camping World to be repaired after our second camping trip was ruined because the In Command system wouldn't work. The trailer has been at Camping World for 2 weeks. I finally called yesterday to check the progress. They confirmed the In Command control panel is bad. They said they hadn't called us because "just today" they had heard back from Keystone, who told them they needed to go through In Command to get the warranty work paid for. After a lengthy conversation with **** in the service department (who was defensive from the moment we started talking), I shared that it didn't matter to me who paid for the faulty control panel, I just wanted them to make the repair and return my trailer. To me, who pays for the panel is something for them to take up with whoever is responsible, since they (camping world) sold me the trailer. He became very angry and told me I could talk to his service manager if I didn't like it.The service manager called me and began our conversation on the defensive. I tried to explain my concerns, but he talked over me and made me listen to him first. He said it was going to take a while even after the part was ordered because they have far more units in the service bay than they do on the sales lot. I tried to ask how we could resolve this, but he kept interrupting me. I finally asked for a tracking number so I could track the part once it's ordered so I wouldn't have to keep calling them to check the status of my trailer...He responded by saying there are over 45 recalls in the ** industry right now, and there was no tracking number yet (I guess his way of letting me know they hadn't resolved the issue yet, and no part had been ordered). I said ok well I guess we'll just keep calling until there is a tracking number. Then I asked for his manager's name and number. With what seemed a very angry, rude demeanor, he responded, "I am not going to give that to you, because it will just get routed back to me, that's how it is." I said, "I want that person's name anyway". He said no and then added that they are under no obligation to take care of our 5th wheel, threatened that they might not fix our 5th wheel at all, and hung up.I of course should have done my homework; there are so many bad reviews of Camping World. Regardless, it ultimately is reasonable to expect that warranty work is done in a timely manner and that customer service representatives aren't threatening or argumentative. We are going to send emails to Camping World as well, and start researching returning our trailer. We don't feel safe dealing with Camping World of Pasco, and it is also a scary prospect to consider that three months in we have yet to experience a problem-free camping trip due to this issue, and the amount of time the trailer has been in the service department...All while making our monthly payments. I can only imagine what would happen if it wasn't under warranty... I don't want to find out.It would be great to hear back from you. I am documenting what we have experienced, for my records. Sincerely,********************* and ***************************** ************ *************************

  Business Response

  Date: 12/12/2022

  I have read the complaint from ***************************** and have researched the details of the situation for this response.

   

  On November 21^st, 2022 Stock number  1841107 a 2022 Cougar FW was brought to the Pasco location of Camping World for a slide inoperable issue and a winterization service. The diagnosis of the slide was performed  11-22 and submitted to our warranty office. CW was then closed for the Thanksgiving holiday for the next few days. Upon return to work our warranty manager submitted the claim to the ** manufacturer.

   

  On 12-7-2022 the ** manufacturer responded to the claim with a denial, suggesting we visit with the manufacturer of the actual component in this case, due to the technical nature of the problem. The advisor called the customer to update them, and the customer was less than enthusiastic about the delay. The advisor alerted me to the customers displeasure and I opted to call to explain how the process works and ease the customers frustration. The customer did not answer so I left a voicemail.

   

  Our warranty manager reached out to the supplier and December 8^th received *** ********. The *** came with instructions to return the defective parts and that the supplier would send out the part as soon as it was available. As this is a small part it will likely be shipped in the mail, versus *** or Fedex.

   

  Also on 12-8-2022 the customer returned my call and from the time I picked up the phone the call did not go well.

   

  First the customer insisted the ** was new and that we should just buy the part and figure the warranty out later. I explained the ** industry is constantly changing and upgrading parts and even recalling parts. Ordering and installing a defective part would do no good for anyone. We needed the approval and expertise of the manufacturer to make sure the proper part was ordered and correct repair made.

   

  The customer then demanded my regional supervisors number. I explained regional managers phone numbers are not given out, but we have a ***** number posted on our website, every work order as well as every sales document. I offered to give her the number if she did not have it. I also let her know in this area the call center would take notes and send the details to me to solve. Since I was already on the phone with her now we could work through the situation.

   

  The customer then let me know she was not some old person we could trick, and that she didnt believe anything I had to say. I let her know as her selling dealer we prefer to work in conjunction with the manufacturer on our customers behalf, but there were hundreds of Keystone dealers in **********, she was not compelled to bring the unit to us for service.

   

  At this point my intentions are to complete the warranty work we have started for the customer and return her ** to her as soon as possible I would expect the part within the next week, as long as it is in stock. Currently I plan to continue to offer warranty service to the customer in the future, but we will continue to follow company policy in the repair process, and I will not tolerate my staff being mistreated.

   

  Thanks!

   

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

  Fixed Operations Director

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

  Camping World ** Service

  9420 ************************

  Pasco **, 99301

  Customer Answer

  Date: 12/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory with a contingency. The complete lack of respect, and the threatening way in which this person spoke to me is intolerable. I am stunned that this type of behavior is allowable, and the only reason I am "satisfied" with the response from the business is because apparently my part has now been ordered. I believe this to be a direct result of this complaint.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/18/2022

  Type:Sales and Advertising 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 May 2022 I purchased a toy hauler Pioneer RG28. The day of the inspection we had advised the staff of damages to the trailer missing trim, window shades not working, scratches to the linoleum. They said it would take 30 days to order the missing trim when 30 days passes and we called they said they had no record of any of the mentioned above. We then took it for another inspection on or about July 7th 2022 we let them know toilet was leaking water the window shade still not working and went over all the mentioned above. They said they would fix it. We then took the trailer over a week ago trailer for repairs and we had to pick up because apparently the linoleum was incorrect and started the toilet was fix. As soon as I got home and added water and turned on the pump we still had the water issue when they claimed had just fixed it. Another pending item is the shower was detached. Its going on 6 months and nothing is getting resolved. It has been a huge regret to purchase from Camping World

  Business Response

  Date: 10/18/2022

  When I looked into this customers work order, it appears we are waiting for a number of parts; leno, trim and a few smaller parts. Supply chains are not what they once were, I would expect the a completed order by the end of October.
  
  As to the toilet valve it was replaced once, the tech believed it show signs of exposure to excessive pressure. It had ruptured from the inside out. This is normally indicative of a direct connection to city water without the use of a pressure regulator.
  
  When the remaining parts come in we can re inspect the toilet valve as well. Most parts at this time are back ordered and out of our control of when we are resupplied by the manufacturer.

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18042862
  
  I am rejecting this response because:

   

  As of today, Nothing has been completed nor have they communicated with me.  Based on their response the repairs would be completed by end of October (todays is December 1, 2022)

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/14/2022

  The parts have been at the Pasco location since 9/1/2022. An email was sent at that time letting the customer know they were in, and she could bring the ** back when she was ready. The customer has been contacted repeatedly, including twice in the last three days.
  
  Once the ** arrives, the repair process should take less than 5 business days.
  
  
  
  *************************
  Director of Fixed Operations
  Camping World of Pasco
  **************
  **************************************************************************
  

  
  

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18042862
  
  I am rejecting this response because:I was never contacted via email as stated, and when they called me on Dec 8th I said the same to the person on the phone and then he went ahead and said oh we got the last part here in December . So, that just says a lot how this business runs.  I said to them I would email ****** again since my last email she had not responded and asked her when a good time would be to bring it in.  She reply a few days later to bring it in.  I will do so in the next couple of days hoping that finally all repairs are done.  
  
  Sincerely,
  
  *************************