ComplaintsforBretz RV & Marine

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought 2021 Springdale Camper in April 2023. Sink and battery didnt work after using camper twice. Made an appointment for September and they pushed it to October. We asked our sales person **** if he could help, he told us it would be reimbursed and now they are refusing to reimburse us for someone they recommended and stated they would reimburse for.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unresponsive to warranty repair scheduling.

  Business response

  09/20/2023

  We are working with the customer for a resolution.  We did make a mistake when ordering a part, have reordered, and I believe ***** has been in talks with the customer.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new Transcend travel trailer from Bretz RV the first week of April 2023. We took it on a trip for Easter weekend, and before we even got 70 miles from home the front storage doors had blew open and would not stay closed. I used duct tape to keep them close to finish the trip. We had contacted the dealership and told them what had happened. They said bring it in when we get back and they would fix them. We did as instructed and brought it to them the second week of April 2023. On April 26 the service advisor messaged us they were behind and haven't gotten to our camper yet. On May 9 we got another message saying they would be done with it by end of week. We never heard from them again until May 25 when we were told they were waiting on parts. On June 6 they sent us another message saying that they had just ordered parts for it and would let us know when it was done. I called and talked to the head service manager and told him our frustrations with not being able to use our camper that was brand new. He had another tech rig the doors so they would stay close so we could use it. When the parts came in we took it back to them on July 11. On July 18 we got a message there our camper would be ready the next day, well July 27 we called, after not hearing from anyone, and oh yeah your camper is ready. Today is July 31 and we went and picked the camper up after hours, because I'm in harvest right now. I have taken pictures and sent to Bretz or the crappy job they did putting the new doors on, which did the same thing the old doors did, they blew open before we got home which is only 12 miles away. There is silicone all over around the doors on the paint and its like the doors don't even fit it. We've been able to use our camper twice since buying it and now we have the same problem. I have pictures of everything plus all the messages.

  Business response

  08/01/2023

  This is unfortunate that we have dropped the ball with communication.  We have been in contact with *********** today several times, and we are working towards a resolution.   If there are any further needs, Mr ******* reach out to the Operations Manager - *********************** - at ************  ext:  *****

  Customer response

  08/09/2023

  We agreed for them to take it back and repair it right.  Got it back tonight and now there is gouges in the paint and the vinyl is peeled around the doors.  I'm at a loss at how there gonna fix this mess up.  Have sent pictures to service again.  At the point where we would just like a different unit.

  Business response

  08/22/2023

  We will continue to work towards getting these issues addressed with ************   *********************** is our Operations Manager for the store and we let them know when a repair was done it would require new decals, that they were on order, and we would pick up their RV, fix and deliver back once they arrived

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 16 2021, purchased unit from them waited 3 days while they did a predelivery inspection. When got unit home the next morning had no 12 volt power (this was corrected after going back to their shop solar panel issue) other things were half way corrected. Don't know if it is the unit or Bretz service. Seems that every time we attempt to use the unit other things break. First time using the unit this year bolts had fallen out of bed frame, sewer pipe storage tube had just fallen off, while wiping unit down found nails protruding through outside wall, this was from a repair done by Bretz last year, which they denied having done. Unit spent more time in Bretz shop the first year than we used it. In my opinion Bretz is not a reputable dealer only want the money then they are done with you. We asked Bretz to provide us with a working unit or give our money back, neither of them has happened. Will take unit to repair shop to have repaired but wont be Bretz...

  Business response

  08/01/2023

  This is unfortunate *********** is having so many issues since purchasing.   While we do not make the RV's we do our best to keep our customers out camping as quickly as we can when things break.  We did receive a call on the 17th of July, and ***** called back.  She had requested pictures of the nails he spoke of so we could better understand what has happened since he lives out of state, but we have not received those yet.  ***** will reach back out to see if she can help. 

  Customer response

  08/01/2023

  It is true that I did call on the 17th, and asked to speak with the service manager (whom ever that maybe). ***** did call me back on the 18th, we discussed the nail issue and her response was we don't use that big of nail. I used a digital caliper and took photo of it, called ***** back prior to sending photo and told her the dimension of nail which is ***** inch .  Sent picture to her on 7/18/23 at 3:02PM called 7/19/23 at 1:05PM left a message no reply. That is when I contacted the BBB all we want or have ever wanted is a unit the works.

  Business response

  08/09/2023

  We need to get in touch.  ***** left a message and I have asked for her to try again so we can proceed and try to help.      We need to connect and work on this together.

  Please reach out to ***** at ***********************, and/or *********************** our Operations Manager at ext:  12345.

  Customer response

  08/12/2023

   
  Complaint: 20388907
  
  I am rejecting this response because: I have not heard a thing from *****. I will call them on Monday, I have taken unit to another contractor to be repaired, we are currently paying a $400. a month fee to park unit and have not been able to use it all year. In Bretzs last response they stated they were not manufacturer of camper  ( I agree) but they are how ever the dealer and should stand behind what they sell just **************** or Dodge do with the vehicles they sell. Guess its true once they get their dollars the are done with you.
  
  Sincerely,
  
  *****************

  Customer response

  08/16/2023

  Called Monday morning left message for ***********

  Spoke with ***** on Monday afternoon, stated she needed more photos so they could put a claim in to ************???? Sent photos Tuesday.

  ***** states that they have photos of nails on a prior visit (while unit was on Warranty) my comment was if this is true why was it not corrected at that time.

   I think they took photos so they could see what their repair person had done just my thought.

  I will continue to believe that the damage was done at Bretz shop and not from factory.  I have one of the nails that was pulled out of the wall and will retain it should they want to look at it.

  Now the window molding that retains window on out side of unit is falling out.

  Guess that we just bought a bad camper but paid a good price

  Business response

  08/22/2023

  ***** has been trying to work with ************ but he does not seem to want her to go through the proper process to get this taken care of.  We have offered and only requested a few more items of information and would contact the manufacturer on his behalf.    It also does not seem fair for promising continued negative comments and spreading hate towards our company when we are trying to help  ************ makes a great product and they should get a chance to remedy the issue.  ***** is ready to help where she can.

  Customer response

  08/24/2023

   
  Complaint: 20388907
  
  I am rejecting this response because:
  
  Sincerely, I did speak to ***** on the phone 2 weeks back stated she needed different pictures of damage. She would then send to ************ for a warranty claim. I provided these to her. ***** also stated that they had pictures of nail damage prior to me complaining, My response was why was this not corrected at that time when unit was still on warranty. During our discussion I stated that I had taken unit to another shop to be repaired, as I was not willing to wait for them to decide what to do. I have the nail that was pulled from wall if they would like to have it. I'm sure they have a service record of the unit or should have so they can look up things that were reported incorrect with the unit from day one. I attached some of the emails to and from them from the time we purchased the unit. We spoke with their sales manager as well as their operations manager and got very poor response. If you need more email to and from us plesae let me know. All we have ever wanted and still want is a good working unit.

   After reading email if they think I have no reason to complain or state that it is a poorly built unit and poorer service by Bretz guess I no nothing about after sales service or customer service.
  
  *****************

  Business response

  08/31/2023

  I am unsure how to help but we are still willing to try.  ***** has requested more photos of the issue, but we only get the one pic repeatedly, and  we are told he now has fixed it at a shop.  We have asked for invoices for the repair but get nothing.  A repair shop should have the documents and pictures we would need to address the manufacturer also.  I do not feel as though this is an abnormal request and should be easy to provide.   Sadly we are told he just plans to post negative reviews every where he can.   We can still work on this with the manufacturer if we could only get the items they will require from us.  ***** is a champ and still wants to work through this, the correct way with the customer.  

  Customer response

  09/06/2023

   
  Complaint: 20388907
  
  I am rejecting this response because: I did send more picture's of the damaged area and message was marked received. NO BODY FROM Bretz has ask for an invoice for the repairs. I can provide that to them all they have to do is ask.

   A new problem has arisen  first time we hooked up to City water had leaks at rear faucet (outside kitchen sink) when I took it apart where it connects to faucet found what I believe to be the wrong seal in side connector, I can and will take photos of them and send to *****.  All we want is a unit that can be used without something always breaking. We do not go off road with the unit except to go into camping area at most 1/4 mile.
  
  Sincerely,
  
  *****************

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used motorhome from Bretz Rv in ******** ** late August 2022. Drove interstate 90 to ******* ** to our house. We then drove on highway 16 to ***** to an open camp site then to drove highway 16 to ***** to a campsite. No where on these drives did we drive under trees. Our motorhome leaked when it rained the first time, we called Bretz and made an appointment and returned it to ********. The damaged areas on the roof showed obvious signs of age. There is soft spots by the damaged areas, and visible weathered aged wood under the damage on the roof. ****** RV said that it is new damage, that we did it and they will not repair it.

  Business response

  10/31/2022

  This is concerning to see.  ***********************, our Operations Manager, and ***************************** have been working with the customer on this situation.  We have pics of the unit that was delivered to them without these issues, but again **** and ******** are in contact to help.  Apparently there was a broken refer vent and awning damage when they brought it back in also.    We patched it up so that they could take it hunting while we waited for some parts to come in.  We are definitely not refusing to work with the customer and will continue to try and fairly work through these issues.

  Customer response

  11/12/2022

   
  Complaint: 18313571
  
  I am rejecting this response because:  This is no resolution to the issue that the ** was sold with a rotting, leaking roof from previous damage.

  In response to the letter from Bretz **, I am glad to hear it is concerning to them, but *********************** has never reached out to us vis email or phone.  ***************************** has answered  my phone calls, when I call to injury about the status of my **.  ******** has said management is aware of the issue when we initially brought the ** back, she said she has left a message for management to call me.  I have made all calls to Bretz. No calls have been initiated by Bretz. 

  Regarding pictures of the unit when we took ownership, they were offered to us by ********, she confirmed my email, but I have yet to receive them. The roof has been patched long ago as the patch area is worn off, exposing weathered, rotted, wood.  With the first rain we had after purchasing  the unit, the leak was evident.  I do not feel that Bretz is working with us as the have stated in their reply to BBB.  I would say they are avoiding a resolution as they have temporarily patched the old damage to the roof of the ** and then said I need to file a claim with my insurance.  Again, all communication has been initiated by me. ******** answers my calls but **** has never called us. 

  I did not bring in the unit for any repairs to a refer vent or the awning as you mention in your reply, They are as they were upon purchase. The refer vent or the awning is not the issue as the roof integrity upon selling this unit was compromised, evident by weathered ,aged rotten wood exposed by the previous old damage to the rubber membrane of the roof, the previous, old patch on the roof had worn off and when the first rain came after we purchased, did we the consumer know there was significant damage to the roof that obviously occurred over a much longer period of time than the less than 30 days of ownership.   I feel that Bretz ** is saying that we caused this damage and it is an insurance issue, rather than speaking to me directly and fairly. 

  We took ownership August 22nd,  I worked a 6 day 12 hr shift stretch, then we went to Yellowstone from Sept 4 to the 10 with friends from PA, we stayed in a cabin, we did not take the **.   We hunted Sept 12-17.  Saturday the 17 it rained and the leak became evident.  I called Bretz ** on Monday morning Sept 19. about the leak and setup an appointment that was first available in November.   I called the finance department to talk to ***** as I felt comfortable with him as we talked alot during the process of buying the unit and explained to him what happened, after that I recieved a call pushing my appointment up to as early as last week of September.  I explained the my husband had went on top of the unit and put duct tape over the old patched areas and as this was my first archery elk tag could we bring in the unit after archery was done Sept 30. They kindly gave me an October 5 appointment.    

  I eagerly await communication with Bretz Rv on a way to fairly correct this damage.   I do appreciate the temporary patch they applied to stop any further water leaking into the ** and appreciate weatherizing the unit while it is on their lot. 

       

   

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

  Business response

  11/29/2022

  While I can understand the frustration, there must be some conflicting information happening.  Our team is empathetic to the situation and we really need ************** to connect with our Operations Manager *********************** at ************  ext *****, or ************************************* to set up a call.    I have spoken to **** and believe connecting them together would be the quickest way to work through this issue.

  Customer response

  12/13/2022

   
  Complaint: 18313571
  
  I am rejecting this response because:  I spoke with ******** and ****, a temporary patch was done on the old damage to the roof that was leaking but they  would not work with us on replacing the roof.  I am very disappointed.  I have learned a lot as a consumer, be diligent at documenting, taking photos of everything prior to purchasing, and asking about what should seem obvious.   Protect yourself, do not assume anything. 
  
  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. ↩