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Complaint Details
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Initial Complaint
11/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased 2023 Grand Design travel trailer on June 16,2023 from Summit RV in Ashland, KY . Electrical system on camper has Not performed since purchase date. Travel trailer has been returned to Summit Rv 4 times to correct problem. After being told problem was corrected, we attempted to use travel trailer on camping trips and electrical system still not functioning. Therefore we had to make another trip to return camper to Summit. This process has been time consuming and costly. We have made an inordinate number of phone calls to both companies and have had to cancel trips as well as make several other trips back to Summit to resolve this ongoing issue. We opted not to trust this travel trailer after so many unsuccessful attempts at resolving problems between Summit and Grand Design.. We are a ping-pong ball and no one cares.Business response
11/15/2023
See attached for response.Customer response
11/22/2023
Complaint: ********
I am rejecting this response because:After reading the response from Summit RV there are a few clarifications that need to be made. Summit did respond to all warranty claims that I had. However the attempts to resolve the electrical issues were not successful. They had the travel trailer three times and did not fix the problem. We took the travel trailer on trips twice only to find out we had no electric. While on these trips I contacted Summit RV and they tried talking me through fixing it myself. This is after they said they fixed it. There is no reason I should have to try and fix my New 2023 travel trailer myself. As for appointments and phone calls, I responded to every call or appointment. Their response time was no faster than mine. Both of us have other obligations. As for the response to Grand Design's email I was in-between phone calls with Summit RV and Grand Design. Playing phone tag with two different companies is very time consuming and aggravating. Bottom line is Summit RV has had three attempts at fixing the same issue and failed. Maybe we just got a bad product. I still want full refund of purchase price.
Sincerely,
****** ******Business response
11/28/2023
As mentioned in the previous response, the manufacturer contacted *** ****** on October 30, 2023, via email in attempt to resolve his concern under warranty. *** ****** did not respond to this email or the manufacturer. On November 14, 2023, the manufacturer contacted the customer by phone to discuss the process he needed to follow in order to have his concerns addressed under warranty, at his location by a mobile service. Per Grand Design, *** ****** indicated to them he would contact the mobile service to arrange an appointment for service.
Summit RV confirmed with Grand Design on November 28, 2023, they had not had any communication from *** ****** since the phone conversation on November 14, 2023. Due to the camper being under warranty and the manufacturer offering to cover the service call to address the concern, there is nothing more for Summit RV to do at this time. *** ****** needs to contact the mobile service as he indicated he would in order to determine the cause of what he believes to be an electrical issue. Without the camper being looked at by a service technician there is no way to determine what the next steps should be.
Customer response
12/02/2023
Complaint: ********
I am rejecting this response because: Summit RV sold me a travel trailer that was defective and up to now have had three attempts at fixing it and have not done so yet. As for this being a warranty issue that is ridiculous. Travel trailer was defective when purchased. As for the communication issues I have been trying to correspond with both Summit RV and Grand Design. Going back and forth takes time. Again nothing will satisfy me except full refund of purchase price. Summit RV sold me defective product. They owe me a full refund. They can then settle things with Grand Design. This will allow them to see exactly what I have been going through.
Sincerely,
****** ******Initial Complaint
09/06/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I made several calls to Summit RV to have RV serviced. They made the excuse my tires probably wouldn't make it. My tires are in good shape. Then they said they wouldn't be able to come and get. i would have too it myself. Calls weren't returned or any choices given.Business response
09/12/2023
In February 2015, *** ****** purchased a 2015 Grand Design Solitude 305RE from Summit RV, which was delivered to a permanent site. As a courtesy in past years, Summit RV’s service department was able to address service concerns at the customer’s site or pick up/deliver his camper for service needs. Service records show *** ******** camper was last serviced at Summit RV in 2019.
Recently *** ****** contacted Summit RV with a roof concern. *** ****** requested a technician come to his site or Summit RV to pick up his camper for service. The service manager explained to *** ****** that OSHA requires appropriate fall protection be utilized when technicians are working on top of a roof which would not be available at his site, therefore we could not send a technician there to look at it. We also would not be able to pick up his camper as we had done in years past due to the age of the tires on his camper. The tires would be at least 8 years old and would be considered a potential safety hazard while towing, regardless of the condition they appear to be in. Summit RV could not take on that liability.
We would be more than happy to diagnose and repair *** ******** camper. However, these services are not provided free of charge and *** ****** will be responsible for bringing the camper to Summit RV and transporting it from Summit RV.Initial Complaint
05/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Paid Summitt Rv $197 for an estimate for damage to my camper and have not received anything other than the invoice from them. Told to expect two weeks and nearly six weeks later have nothingBusiness response
05/23/2023
This was an oversight. A refund check in the amount of $197.05 has been issued and will mail to the address listed on 5/23/23.Customer response
05/23/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
11/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
New Rv started leaking water below washer and dryer closet in December of 2020. I could feel the leak with hand and told dealership exactly where it was.Drop camper off in Feb. 21. July comes and I’m told it’s ready for pick up. Get there and washer is installed but not dryer and the floor in bedroom has waves/ripples in floor (this was not there prior to water leak). Told them I wanted floor looked at as I had concerns with the integrity of the floor and the dryer needs installed. I leave rv there and receive call in August of 21 that it’s ready. I get there and dryer is still not installed and waves in floor are still there. Spoke with numerous people (who all play dumb) and was told the floor is like that due to bad bracing. The floor has water damage caused from the water leak. If it was bad bracing the. Why wasn’t that fixed too? Also, dryer looks like it was installed by a kid. I decide to leave with camper and take it somewhere else. Before leaving I asked to order a door for bedroom closet. It gets shipped to wrong address, I’ve reached out to dealership about it and all I get is an apology and an email asking me to call and pay for it. I have yet to receive the door after 3 months. And last but not least, the leak still exist under the washer/dryer closet. I notified Jackie Porter via email and her response is “I’m sorry when is this leak happen ing” this is a $100,000+ camper and that’s the best they can do for customer service? I ended up removing closet floor and fixing the leak. I have pictures and videos of the leak that was never fixed.Business response
12/01/2022
See attached document for response.
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.