Complaints

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An awning made by carefree opened by itself while I was driving my campervan and caused damage. Carefree has not responded to a warranty claim in over a month. We cant even get ahold of someone over the phone.

  Business response

  06/18/2024

  Hello ****,

  We have researched and could not find a warranty claim in your name.  Is it under a dealer name or business name? Our warranty admin has reached out to you, and you were busy, so she was just hoping to get more information from you.  Hopefully you will be able to connect, and we can get to the bottom of this and get you taken care of.  She did say that in her very brief conversation, that you thought an order was coming your way.  Please confirm or return her call when you have a moment.  

  sincere regards,

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

  Carefree of Colorado

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carefree of Colorado took our order for a custom made awning. The ordertaking process was painstaking, and for some reason took almost 30 minutes on the telephone? When we received the product, the awning was 140 inches long not 110 inches as per our order and the confirmation form they sent via email. After receiving the wrong awning product, and noticing that the brackets that we purchased were damaged from very poor packaging.. we have attempted to call carefree of Colorado multiple times spending hours on hold and never getting to talk to anyone. Calls are clearly screened. We then sent an email to multiple parties at Carefree and no one has responded. This is a profit first and foremost type of company, who does not care about their clients or the money that they are defrauding their clients for by sending out Custom products that are not built to spec & then refuse to even take your call or answer emails concerning their blunder. i.e.; in our case, that would be the length of the awning. So after weeks of waiting, we have, 1. received the wrong product. 2. we can not get a hold of anybody at carefree of Colorado, and they do not return calls or emails. 3. Civil matter or not this is abusive behavior and fraud. 4. All backed by ******************** ************** of attorneys and corporate bureaucracy designed to separate consumers from their funds without care or concern about actually delivering the product they promised & leaving the consumer no way to get their money back or the product the consumer was supposed to receive.

  Business response

  03/07/2024

  *******,

  I am sorry you are having this experience.  I don't know when you have been calling or emailing, but today we have had an the most calls that we have had of the season.  This is coinciding with our going live with a new ERP system.  Everything is taking a bit longer.  As you know from placing your order, these calls are usually technical and take a long time.  We do not screen calls.  We answer every call in the order that it was received.  I am so sorry that you have not reached anyone.  I gave a voice message that was you left on our payroll voice mail to one of our agents that will be calling you shortly. (If she hasn't already) Please know that we will want to take care of you after you received and incorrect size fabric.  

  Please contact me directly if you need any more assistance. 

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

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

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

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a set of awning arms and the website said they come as a pair, when I received the package there was only one arm. I emailed and called the company and finally after about 3 weeks they got back to me and said they would make it right. Great I had already shipped the one arm back and they told me to email them the shipping receipt and we can refund that as well. On 10/6/23 received an email saying arm has been delivered back and a copy of return with the amount of refund. Today is 10/19/23 and I still havent received the refund can you please help. I also was charged interest on the card I used this would not have happened with a timely refund

  Business response

  10/26/2023

  Hello **************,

  I am so sorry about the delay of your refund.  I know that our accounting department has been a bit behind.  I reached out to them last week and see that this morning they sent you a transaction receipt from the 23rd.  Again, I am so sorry for the inconvenience this has caused you.  

   

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

  Carefree of Colorado

   

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a strong wind break an arm on my awning in April of 2023, we are now in August of 2023. My RV repair guy has been dealing with these people for me, and getting nothing but the run around from them. One person says we don't make that anymore, another says "this is what you need". Each time this happens it takes weeks to find out that they sent the wrong part yet again. You try to call and nobody answers the phone, they want you to leave a message. Well here we are again. I made a special trip to the storage lot to get the rv out, and have it ready for my guy to work on, and yet again, the wrong parts, and not even enough wrong parts. So I have to take the rv back to the storage again. Which means another special trip. The whole time this is going on, I am without my awning again. I have resigned myself to the fact that I will not have an awning for the season. I came to the realization that CAREFREE doesn't mean that you are carefree with your awning, Carefree means that they are carefree because they literally don't care. All you ever get is the wrong stuff, and excuses This sums up my issue too!!

  Business response

  08/16/2023

  Hello *******,

  I am sorry that you have been inconvenienced.  I understand that ****** has reached out and is waiting for your response.  I have not seen past orders, so I don't know if these parts were ordered directly through Carefree or a distributor.  Regardless, please call ****** back so we can ************** correct for you.  

  regards,

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

  Carefree of Colorado

  Customer response

  08/17/2023

  I have had to move on in another direction without little to no help from this so called manufacturer..

  Very poor customer service and absolutely no rush at all on returning email or phone call.

  They get a 0 on communication with possible customers and I heard from 1 of their own dealers it could take up to 2 to 3 months for parts and a couple of days for a return phone call.

  So your on your own with a carefree of Colorado!!

  Customer response

  08/24/2023

  I did not receive business response.

   

  Thanks

  Business response

  09/29/2023

  ****** called and emailed *** ****** on more than one occasion.  One time reaching him.  He was busy and couldn't talk.  She asked him to please call her back directly so that she could help him.  He has not called.  We would like to help *************** get his awning in working order or replaced or whatever is needed.  Please call ****** Direct or call ************ and ask for ***** the customer Service Manager.   

   

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

  Carefree of Colorado

  Customer response

  09/30/2023

  C of C took forever to do anything and wouldn't return calls and could only leave a message.

  Sure they called after I got the BBB involved, by then it was to late had to figure things out from 3rd party source.

  If it was not for the holes on my RV matching up with C of C I would have preferred to take it off and throw it away just so I would never have to deal with their customer service, their only dealers say the same thing about how long it takes them to respond.

   

   

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2016 ***** **** Travel Trailer and on October /25/2021 the awning of my trailer collapsed due a wind storm camping at ********************* ** ****** , I reported to my Insurance on Oct /26/ ********************************************************************************* 2021 they ordered the parts with Carefree of Colorado which they are the only company that makes my awning and matter fact for the whole ***** fleet all types of travel trailers and campers . Carefree of Colorado is responsible for to provide the parts and new awning since my was totally damaged , we are now on Oct 17 2022 almost one year and I still dont have my awning fixed , Carefree of Colorado are making awning in high speed for the new models of travel trailer with the same exactly system as my but they are not giving priority to my awning since my travel trailer is 2016 . I am very frustrated since I already traveled to ********** in the middle of summer and other camping trips without awning and now I am trying to sell my travel trailer and I have no way to sell without awning . I already filed a complaint with ********** **************** and Camping World of Valencia Cooperate as well but Carefree is the company that provide the parts and we are missing for me to get awning fixed . I think one year is more then enough my patients have limit and I reach my limit .Please help me , please Best ********************* ***********

  Business response

  10/19/2022

  Hello *****,

  Thank you for the phone conversations.  I am glad we figured out what had happened with your awning.  The lack of parts still needed to complete your awning had not been ordered yet by Camping World.  I am sorry that you have had to be inconvenienced in having to make phone calls to try and figure out why it has taken so long to get your awning.  Mostly I am sorry you have been without an awning for so long.  As soon as we have the order processed, **** and I will follow this through to get it all out as quickly as we can.  Please don't hesitate to reach out to me if you need anything in the future.  

   

  Happy Travels and ****************************************************************************************** Manager

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

   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After filing a complaint regarding two unfulfilled orders from Carefree of Colorado, they sent two packages. One of the items (#R001786-105 Spring ARM assembly LH, nearly a $600 item) listed as "shipped" is not in either of the packages. Another item (#R001787 Spring ARM assembly RH , nearly a $600 item) is listed as 'backordered' but no information regarding an ETA for shipping. At best, I find this extremely disorganized and at worst, potentially fraudulent. Please see included pictures for reference.

  Business response

  09/27/2022

  Hello ******,

  I am so sorry that this happened.  Mistakes were made in our shipping department and it made it all the more confusing because they back ordered part of both of your orders.  You should have already received one of the back orders and the other one is due to arrive today.  If the 1st missing arm isn't there, let me know right away at *********************************.  I will take care of it right away.  

  I am so sorry for all the inconvenience this has caused you.

   

  regards,

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

  Carefree of Colorado

• Initial Complaint

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed two online orders with Carefree of Colorado #********, ******** three weeks ago. I have not received shipping information and when looking at the status it says 'pending'. None of these items were listed as backordered. I cannot contact the business because their phone number does not work and they have not replied to emails or contact form. This is over $1000 in product and I'd like to have it shipped to me.

  Business response

  09/12/2022

  Dear *************,

  I am sorry that our phone system issues have made it difficult for you to get through to us.  I can see that it looks like there is movement on both of your orders.  I am asking our shipping department to get them out as soon as possible.  We are implementing a whole new phone system tomorrow and after that it should be much easier to reach us.  You will have a choice to not wait on hold and can leave messages or receive a call back.  We are very excited about this. 

  Hopefully I will have information and/ or tracking for you later today.  Again, I am so sorry for the inconvenience. 

   

  regards,

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

  Carefree of Colorado

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

• Initial Complaint

  09/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered parts for my awning on July 7, 2022. Since that time I have had very little follow-up on my order. I send them emails to find out when I will have my parts and I have no response or tell me that the order will leave soon. No tracking number, this company neglects its customers.

  Business response

  09/09/2022

  Hello *******,

  I will reach out to you regarding your order status.  Unfortunately, Carefree does not have the awesome technology that provides automated updates.  As a Company we strive everyday to provide good customer service and provide communication that we are able to give.  We don't always have information.  Sometimes there are parts shortages and shipping delays and we are not made aware until someone asks about their order.  It is a very flawed system.  Please know that we as a company, are working on improving in all these areas of communication. I know this does not help you but it is what we are dealing with.  I hope in the future you will give us another opportunity to show you our improvements that we are striving for.  

   

  regards,

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

  Carefree of Colorado

   

   

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This is a continuation of a previous complaint that the BBB closed against my wishes. After a very long drawn out attempt to be furnished with a replacement solar awning that Carefree manufactures, I was told on June 6th that the awning would be shipped in July. On July 13th, I was told it was being painted and would be shipped shortly. When I still hadn't received it by August 4th, I sent an email requesting an update about when I should receive it. I have never received a response to that email. When the BBB told me they were closing out my earlier complaint, I didn't approve because I still hadn't received the replacement awning. I know that Carefree wanted my complaint closed out, but I still haven't received the awning they promised. The only way they seem motivated to communicate with me is when I have an active complaint. I'm hoping this one will result in my getting a response from them about when I will receive the awning.

  Business response

  08/11/2022

  Hello *****,

  I am so sorry for the delays.  These are frustrating to us as well.   Please don't hesitate to reach out to me personally if you don't hear from ******.  We are trying to get your awning out to you as quickly as we can.  

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

  Carefree of Colorado

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

  Customer response

  08/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have been told the awning will be sent to me, which is what I have been waiting for.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered complete awning unit. ************ awning, remote on 5/9/22 through *******************, ****** **. 7.5 weeks later, all parts received except awning material not as ordered. Carefree told Homestead that new awning would ship 7/7/22. Never shipped. No response. Can't get a hold of anyone. On 8/8/23, after 2.5 hour wait, Homestead was told that item's been sitting for 2 weeks and that manager would call with reason for not shipping. This is where we stand. We want our awning!!!

  Business response

  08/11/2022

  Hello ***,

  I am so sorry about the extreme delay that you have experienced.  I am working with my production and shipping teams to get better communication to our customers.  We are making improvements but unfortunately, we are not there yet.  I will have tracking for your order to you in the next 24 hours.  You will hear from me tomorrow.  Have a wonderful evening. 

  regards,

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

  Customer Service Manager

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

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

   

   

  Customer response

  08/13/2022

   
  Complaint: 17693687
  
  I am rejecting this response because:
  We never heard from you as promised within 24 hours jor did you call.
  Sincerely,
  
  *****************

  Business response

  08/23/2022

  Hello ***** and ***,

  I owe you an  apology , as I did tell you that you would receive a call.  We had ANOTHER IT outage while I was out of town they forgot about your order and following up with you.  There is no excuse as this should not have taken so long in the first place.  I did leave you a voice message with tracking information for your order that FINALLY shipped yesterday.  I am constantly trying to find better ways to get communication out of the factory.  I am very sorry that this experience was stressful and that you had to be inconvenienced by any of it.  

   

  sincerely,

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

  Carefree of Colorado

  Customer response

  08/31/2022

   
  Complaint: 17693687
  
  I am rejecting this response because: While we finally received a portion of the remaining order ( 8/26) ANOTHER part was missing so we still cannot complete the installation of the awning. 

  We have heard nothing since the 26th when ************************* assured the ** dealer that this would be taken care of. We have contacted bot ******* at Carefree and the ** dealer and have received no response.
  
  Sincerely,
  
  *****************

  Business response

  09/07/2022

  Hello ***,

  Your new fabric with flex guard was delivered on the 4th and signed for by **********************  Please let me know that it arrived correct.  

   

  Nancy 

  Customer response

  09/12/2022

   
  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.
  
  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. ↩