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:08/08/2025

  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 was quoted two weeks to fix my motorhome. I had an insurance claim. I dropped it off May 19 and it is still at Sundance RV. Today is August 8, 2025. Its been there for almost 3 months. The customer service has been rude unhelpful they have already been paid by insurance company, and I wanted to sell this RV in spring when everybody buys RVs before the summer and RVs are valued quarterly so its already gone down because its been in the shop for a whole quarter. I believe the owner owes me the difference of price drop for holding my property so long and needs to finish & release my RV promptly with quality work and customer service which has not happened yet! In talking with other people in the community they have had similar situations with this company. I have reached out to the owner **** ******* with my concerns w/ no response.

  

  Business Response

  Date: 09/08/2025

  
  
  Here is our response, thank you.
  
  Subject: Summary of Interactions with ********* ****** Insurance Claim and Repair Process
  
  ********* ****** initially dropped off her vehicle with us under the assumption that there was an active insurance claim in place. Based on the information we had at the time, we began the repair process as though the entire claim and approval process needed to be started from scratch.
  
  ********* was never given a specific two-week timeline. As we explained to her, due to our companys size and scheduling structure, we are unable to provide fixed completion dates until parts arrive and we are able to fit the repair into our existing schedule. Customers with insurance claims are reinserted into the schedule once all necessary parts and approvals are in hand.
  
  What we were not made aware of and only later discovered was that ********* had already received a direct payout from her insurance company (******). When we contacted ****** to confirm the scope of the work, we found that none of the repairs ********* described to us had actually been approved by them. This created a significant issue with ******, who then raised concerns about potential insurance fraud, believing ********* *** have been attempting to keep the funds for personal use while also pursuing the repairs independently.
  
  This situation placed our company at risk, as there was potential we could be held financially liable for work assumed to be covered by insurance, but which in fact was not. ********* did not provide any documentation showing insurance approval or details of the claim.
  
  We informed ********* that, since the insurance company had issued the check directly to her, she was responsible for paying for the repairs before picking up her vehicle. She initially argued, stating the funds from the insurance were for her personally, not for the vehicle. This misunderstanding resulted in significant delays.
  
  After several *****, ********* returned, apologized multiple times, and acknowledged that the payment from ****** was indeed intended to cover the cost of vehicle repairs. She took full responsibility for the confusion and miscommunication, including the repeated phone calls and delays.
  
  Once payment was made, ********* attempted to pick up the vehicle but was unhappy to find the batteries had died during the extended time the ** had been parked. We immediately offered to jump-start the vehicle, and the issue was quickly resolved. However, she remained dissatisfied and decided to leave the vehicle on-site, stating she would return later.
  
  At this point, ********* raised a new concern about an awning that had not been repaired. We explained that the awning was not included in the original paperwork or repair scope and thus had not been addressed. She accepted this explanation but again chose to leave the vehicle with us.
  
  Weeks later, ********* requested that we begin a second insurance claim for additional damage she had not originally disclosed. We explained that this would require rescheduling her vehicle into our workflow, which at the time was booked 34 weeks out consistent with our normal lead time. On the day our technician (****) resumed work on her vehicle under the second claim, ********* called and became upset that the work had not started earlier.
  
  During that call, ********* became verbally aggressive, making multiple threats to report us publicly and damage our business reputation. She was not receptive to calm discussion, repeatedly talked over our staff, and did not allow us the opportunity to address her concerns professionally. Due to the hostility and inability to deescalate the situation, we were forced to end the call after repeated attempts to engage respectfully.
  
  I later followed up via text after consulting with the owner, **** *******, letting ********* know:
  The owner will reach out to you Monday to hear your complaints. Have a good weekend.
  
  Following that, ********* left a voicemail for the owner. After reviewing the situation, **** requested that ********* come pick up her vehicle due to the continued disrespect shown to our team.
  
  Regarding Christinas claim that she needed the ** urgently because she was living in a tent, both myself and the technician were sympathetic and made it clear throughout the process that her vehicle was never being held against her will. We explained that if she needed the vehicle back at any point during the repair or waiting process, she was welcome to take it. Despite offering that flexibility several times, she responded with: What am I supposed to do without my vehicle? She then continued to call frequently and express frustration about her living situation.
  

  
  

• Initial Complaint

  Date:07/26/2025

  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.

  In May 2025, I purchased a used ************ Momentum fifth wheel from Sundance RV in *******, **. Prior to purchase, I hired a certified third-party RV inspector. Based on the report, the dealership agreed in writing to complete several repairs, including a $1,000 roof reseal, replacing a faulty LED light strip, fixing a broken drawer, and addressing issues with the central vacuum, motion light, rear entry door, and ******* delivery, most items were incomplete. I returned and stayed on-site for five days while repairs were attempted. After departure, multiple issues remained broken, and some worsened:Patio doors shed ball bearings and came off the track New LED strip wasnt secured and fell off Rear patio awning detached entirelyconfirmed by a certified tech to be mounted incorrectly Central vacuum and other agreed-upon items were never addressed Sundance later refused further responsibility, stating in writing that they would not respond unless contacted by legal representation.More seriously, they assured me my registration had been filed. After weeks of delay, I contacted the ******** of Licensing and confirmed no title transfer or registration had been submitted. Sundance admitted to submitting incorrect paperwork and had not yet obtained the title from the previous lienholder. *** filed complaints with the ** DOL, ** Attorney General, and now the BBB.Resolution Requested:Because I am no longer near the dealership and unable to return for service, I am requesting $3,000 in reimbursement to cover the cost of repairs that were either not completed, done incorrectly, or caused further damage. This includes the roof reseal I paid for but was not properly done, and safety-related issues that were not disclosed or addressed.

  

  Business Response

  Date: 08/25/2025

  
  Subject: Sundance RV Center - ***** ******** Response
  
  Upon the customer's arrival, we promptly installed the parts that had since arrived and completed the remaining work. The buyer remained on a strict timeline and needed to leave immediately upon completion of the repairs.
  
  Regarding the Rear Patio Awning and Patio Door Ball Bearings:
  
  The rear patio awning was functioning at the time of inspection, both by us and the third-party inspector hired by the buyer. We did not install, manufacture, or repair this awning; the issue appears to be a manufacturer defect. Regarding the awning light strip, we offered to reattach the awning strip as a courtesy. However, the buyer was unable to remain on-site long enough for the adhesive to cure properlythis same lack of curing likely caused the original detachment when it was installed the first time.
  
  The patio door was also adjusted as a courtesy during the customers visit. The issue appears to have worsened after their departure, and was not present to this extent during our final walkthrough.
  
  Communication and Threats of Legal Action:
  
  The claim that we were unresponsive unless contacted through legal representation is a mischaracterization. All communication regarding repairs was handled professionally via email. However, when we declined to make further repairs beyond what had been agreed upon, we were met with threats of negative reviews across various platforms, complaints to the Attorney General, and filings with the ****************************************. These escalations turned what began as repair requests into demands under the threat of reputational harm.
  
  Regarding the Paperwork Submission:
  
  We initially submitted a release of interest from the previous lienholder to the **** Unfortunately, the *** returned the documentation, stating they required a physical title instead. We acted swiftly to acquire the necessary paperwork and submitted it via priority mail as soon as it was received.
  
  -- 
  **** Kiser 
  
  Sundance RV Center