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Business Profile

Camping Trailers

Tiara RV Sales, Inc.

This business is NOT BBB Accredited.

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Complaints

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Complaint Details

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  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I bought a Montana Fifth Wheel from Tiara RV on June 4, 2024. On the original trip up there they were supposed to have everything ready to go. Upon getting up there we did a walk through and pointed out several things. I was told that they would all be fixed. I then went into sign paperwork. I asked ******************************* which is the Finance Manager/Sales person why is nothing written on the we owe sheet. He stated that it would be fixed and didnt need to be written down. I also pointed out some issues with the side of the camper and was stated that it was caulk from ensemble at the factory. Upon getting home and washing it for the first time. I noticed it was more than just caulk. It was damage to the camper. Upon letting Tiara Rv (****) know what it was. They are refusing any help other than I will have to pay for it. Upon taking camper to another dealership. They advised me that there is no way that damage was done by me and that it had to be done either at the factory or at TIara RV. I am having another dealership fix the issues that should have been done by them and before i picked it up. I am having to pay out of pocket at this time for damage to a camper that I didnt even do and was advised it was caulk.

    Business response

    07/17/2024

    ************ came in to pick up his trailer on June 4th.  At that time he was given a walk thru and there were a couple issues that were found and needed to be addressed. Nothing was said regarding the side of the trailer.  The day he was here the service writer, sales person and owner walked around his coach with him to ensure nothing was missed. When I spoke with ************ on June 25th, it was the first I had heard about the scratch.  He also told me he didn't have a "we owe" form and didn't receive any copies of his paperwork.  I pulled his file and found the signed copy of the we owe.  The next phone call was to service, where he stated **** refused to list issues on the we owe, but prior he stated he hadn't received it.  The pictures ************ sent in showing the scratch shows a ladder standing by the trailer, which very well could have caused the scratch.  Also, the trailer had been in his possession for over 2 weeks.  I understand his frustration with seeing a scratch, but we have no way of knowing, when this happened, since the unit was in his possession, for multiple days.  We did offer to have him bring it up, and out of goodwill, would have our technician repair the unit.  ************ did not want to bring it back to our facility. 

    Customer response

    07/19/2024

     I am rejecting this response because: I did a walk through and was told that was caulk and it would come off. For a company to try and blame me with having to use a ladder that has rubber around the top to get a good picture is insane. I have attached additional pictures of what was found when I went to pick my trailer up. Again letting a brand new person to a pdi on a camper and arching batterys and not noticing damaged areas is crazy. As for the offer to bring the camper back up. You stated I would have to pay for the repairs. You never stated you guys would cover it. It was also brought to you attention about the scratched panel when I did a walk through. I was told that would be taken care of. When I can go pick the trailer back up it wasnt fixed and was told you would ship paint to me. Then I got a text that stated you cant send paint because its hazmat shipping. Thats not my problem when you stated you would do something. I have also added photos taken by the repair shop. They found an additional scratch. For me to was my camper for the first time and to call and let you know what I found and then for Tiara to act like nothing was said is crazy. 


    Business response

    07/19/2024

    ************ spoke, with multiple people at the dealership and I reached out to each one to collect all the information and be able to correctly respond to ************** complaint.  If he would have pointed out a **** on the side of the trailer, we would have checked it out before he left, to be sure if it was caulk or a scratch.  As I said before, ************ had the trailer in his possession for over 2 weeks, and had called in several times, speaking to multiple people at our dealership, before he mentioned anything about the scratch.  In regards to the batteries, we did have someone training in service, when his unit was prepped, and his batteries were incorrectly installed, but when we realized it, we replaced his batteries with 2 new ones and made sure everything was working properly. As a goodwill gesture, because he did have a couple issues, he found and wanted repaired on the unit, before he took it home. We sent him a check for $200, to help cover the added expense.
    We understand he is unhappy with a **** on his new trailer,but once a unit has been picked up by the customer and been in their possession for that long, we have no way of knowing how or when it happened.  The day he came in for his walk thru, we had several employees walk around the unit with him. Nothing was said or noted about the **** he is referring to.

    Customer response

    07/22/2024

     I am rejecting this response because:
    Tiara Rv, I spoke with **** and ***** as she goes by. The day I showed up to pick up my camper I was meet by **** who stated I am going to give Tater half the sale since he is a finance manager. She will go through things with you. As I started to go around the camper I started noticing issues from the beginning and started pointing them out. As for the damage to the side of the camper. Again I pointed something was on the side of the camper and was told it was caulk from the factory. As for speaking to other people, an owners son who was home from college was in there and ***** was telling him the stuff that i was finding that needed to be fixed. I can send everyone the text thread if you would like? I brought my camper home on June there 8th and parked it in the drive. I then was able to finally able to was it for the first Time on June 19th. That is when i was able to wash and find other stuff wrong with the camper. As for speaking with multiple people I have only spoke with **** who worked the deal out and then ***** because that is who I was told to talk to from then on. For the batteries your company didnt find the problem. You tried to send me home with those batteries however my brother and I did a walk through and we where the ones that found the problem. Along with that it is now at a dealership getting all the electrical looked at because the inverter and electrical is not working right. The dealership I took it to has stated Did they even do a PDI? I said supposedly. As for the gesture, The stuff that I found should have been caught in PDI and been taken care of before. I even got up there. The Overtime i missed and fuel alone cost way more than the gesture. The dealership that repaired, the damage has even stated there is no way that I could have done this.


  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    Please help!! I ordered the shower door complete kit. I went through Tiara RV parts and Teakwood. If this door was correctly ordered we would not be having this discussion. The sales team at first had no problems ordering, but somewhere in the process, the correct door did not arrive.Since then Tiara & ELK have been giving me such a hard time trying to make a shower door that I did not order work in place of the original Shower Door I ordered from Tiara RV ************************** !! I know that the Tiara/ Elk RV Sales made a mistake and don't want to own up and correct the order.I just cannot take it anymore. If you are not able to send me the correct shower door. I will File a Complaint to the *********************************************** for a Complete Refund. Please respond back within 3-Days of opening this e-mail.2019 ************************* 5th Wheel 40ft. **** FWDEN VIN ***************** 40" x 68" - Triple Sliding - Aqua Glass - Platinum Price: $417.00 Still on the internet !! After the last several days of hair-pulling. I was trying to figure out how this shower door assembly that was sent to me to be installed, found out first that the doors didn't open and close as supposed. The second door latches do not match up about 1 or so inches too long on both sides. No instructions call your office and ********. ******** never got back to me after sending them pictures and speaking to their help desk. The door when closed measured 38" ( I needed 40" wide). The height was ok. This has cost me $600.00 dollars to install. I'm A 100% disabled Veteran most of my time in a wheelchair. The ********* already recycled the original shower doors. Now I'm stuck with a mess in my camper that will undoubtedly leak on our October vacation. Please get after whoever is in charge and make this correct and send me the correct order, please. I gave you all the information to ensure the correct door was ordered. Sorry, but I think you would also be upset with this mess.***********************

    Business response

    11/17/2023

    We have reached out to the customer several times and asked him to send us pictures, that show a tape measure on each part.  This is required by the manufacturer for replacement.  The order shows the correct part was ordered, but if it got shipped incorrectly, we would like to correct it.  I am attaching part of the correspondence between the parts department, ******** and the customer.

     

    Good morning, all. I wanted to take a minute to explain further in detail about the shower doors that ****************** ordered. He has a ******** Sprinter, K1531274. On 9/11, he purchased a set of shower doors. the replacement number is 687955.Upon receiving these, he had a handyman  install these for him, and thus puts a s**** through the shower track, and contacts us because the doors will not open properly. We sent this in as an rga, not seeing the s**** until it was pointed out to us by the parts department. ****************** has also stated that the track is not long enough. We have been requesting for weeks that he send photos with a tape measure showing the size that he claims is incorrect. ****************** will provide the measurement of the items, but refuses to submit any photos with a tape measure (required by the parts department) so that we can submit these to the mfg to see if theyve, in fact,sent the wrong size, or if this is an installation/customer error. We are well out of the ******* timeframe that we have to submit shortages, incorrect parts,damaged items to the parts department, but I am unable to assist ****************** until he provides the correct information to move forward.

    ***************** has also contacted the BBB because we have sent the wrong parts, but again, if he would do as weve asked multiple times, we can get this resolved.At this point, the credit that ****************** is looking for is solely in his hands, as he must provide the information requested so that we may file on his behalf to find out what has happened. The parts department requires these for all items that are stated was sent is the wrong size; they cannot, and shouldnt, take the customers word for it, as there is no build sheet.

    *****************, if you would please provide the information requested from the text message I sent you almost two weeks ago, Ill continue to research this.However, if you do not do this, the shower door you received is yours, as ******** will not reimburse anything without proper identification.

  • Complaint Type:
    Service or Repair Issues
    Status:
    Unanswered
    Please see the attached word document that outlines this. Thank you, ***********************

    Business response

    06/20/2023

    Tiara was unaware of a leak at the time of sale. When *************** picked up he was given a full walk thru of the unit and explained how everything worked. **************** did not see an issue at that time. He signed all the paperwork to purchase the trailer, this included initialing an acknowledgement that Tiara RV sold the trailer "As Is" and, that the warranty was thru Keystone RV, not Tiara.  When **************** called and said he had a water leak, he was given the option of returning the trailer, and cancelling the deal or, bringing it back to Tiara for immediate repair. He did not want to return it, or bring the camper, back for us to repair.  The only other thing we could do was reach out to Keystone Owner Relations to connect him to their resources and assist him getting into a service center in his area.  Once he was setup with a service center, Keystone and that service center handle all the repairs and warranty.  We aren't able to follow or see any claims, being handled by another Dealer or *************** **************** agreed to the sale price of the unit and still owes $4050.00 on his purchase, any warranty issues are between him and Keystone, unless he chooses to bring it to us for repair.  We did our best to get him in contact with the right people and pushed to get him in to a servicing Dealer, thru Keystone.  We had no control over the time it was at the other dealer being repaired. 

    Customer response

    06/29/2023

    My apologies for not responding to this email. I have been on vacation out of state for the past week and and a half. I am traveling today. Please allow me through the weekend to respond to this matter. 

    Thank you,

    **********************;

    Customer response

    07/02/2023

     I am rejecting this response because:

    The response from Tiara RV does not address the noted concerns that I have and is not acceptable.

    Tiara RV had made roof repairs to the trailer that were not disclosed at the time of sale. I specifically asked the sales person, *********************************, about the condition of the roof before agreeing to purchase this trailer. He reported that the roof was in like new condition with no issues. This report from ********************************* was not consistent with the actual condition of the roof, which is noted in the submitted photos and repair tickets from the **************** center. It was unethical for Tiara RV to not disclose these repairs at or before the time of sale.

    The roof repairs that were made by Tiara RV were not made to manufacture specifications. This was confirmed by the **************** center and Keystone customer service. ********************** RV poorly installed Dicor caulk style roof sealant sporadically throughout the roof. These sporadic repairs left many unaddressed cracks, separation, and voids in the roof sealant. Additionally, the caulk style sealant is not approved by the manufacture for horizontal roof repairs, such as those made by Tiara RV to this trailer. Instead, self-leveling sealant is supposed to be used to ensure an even application that seals all cracks, separation, and voids. Caulk style sealant is only approved by the manufacture for vertical seam repairs. This was unprofessional for Tiara RV to make roof repairs to the trailer that were not consistent with the manufacture specifications.

    During the noted walkthrough of the trailer, it was expressed to me that it was a demonstration of how to use the trailer. It was never expressed that it was an inspection of the trailer, nor was I provided with a ladder at any point to visualize the condition of the roof. I had trusted the sales person, *********************************, that the roof was in new condition without any concerns for leaks. At the time, this seemed reasonable to not question the integrity of the sales persons word, especially when it was a brand new trailer. This too was unprofessional and unethical of Tiara RV to consider this walkthrough of the trailer a customer inspection, when they marketed it as a product demonstration.

    The proposed resolution of returning the trailer to Tiara RV for further repairs or to cancel the contract were unreasonable. Tiara RV is ***** miles round trip from my home, which within itself is an unreasonable trip to make for an issue that should have been prevented with ethical and professional business practices. I requested canceling the contract with Tiara RV paying to have the trailer returned to them, because of the previously noted issues. This request was denied by Tiara RV. Additionally, at no point would it be reasonable to have Tiara RV perform further repairs to the trailer when the initial repairs were not made to manufacture specifications. Also, the General Manager, *****************, suggested they would just wipe the mold away.

    The response from Tiara RV does not address the noted concerns that I have and is not acceptable. The repairs being covered under warranty are not in question, as they have been completed. The extended turnaround time of the service center and warranty approval is not in question, as this is out of the control of Tiara RV. What is in question is the unethical and unprofessional manner in which Tiara RV conducted business during this sales transaction. Tiara RV should have disclosed the roof repairs before the time of sale, which would have given me the proper information to make an informed decision about purchasing the trailer. Tiara RV should have made the roof repairs to manufacture specifications, which would have prevented further interior water and mold damage. Tiara RV should have presented the walkthrough as an inspection, not a demonstration, as well as provided a ladder to visualize the roof. These unprofessional and unethical business practices directly resulted in a brand new trailer undergoing a 3 month warranty repair process. These repairs and the incurred inconveniences of the customer could have been prevented if ********************** RV would have disclosed the roof repairs before the sale, made the roof repairs to manufacture specifications, or properly marketed their demonstration as an inspection while providing a ladder to the customer.

    As previously requested I would like for Tiara RV to admit their wrong doing of not disclosing the pre-existing issues with the roof that they had attempted to repair, admit their wrong doing by not completing repairs to manufacture specifications, deduct the $505.92 from the $4,050.00 of debt that is in dispute, change the in effect date of the extended warranty to the date the camper was actually in my possession in a usable state (5/19/23), and pay any late filing fees associated with this process.

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    Multiple items were wrong during walk through. I was assured each item would be fixed. The mattress was ripped and someone poorly whipped stitched it as a fix. The mattress was never replaced with the same type of mattress. The third person in the position that I had to deal with, **** said it was ******* River not them. They had my camper for four months and didnt fix what they said was to be fixed. After this is when **** took over. She said at the end of the season make an appointment and they would fix it then. Four months of having my trailer **** said ******* River denied all of the things that needed fixed after ****** said they would fix it. Later after complaining **** told me she spoke to a supervisor at ******* River and they now agreed to send all of the parts to *************. She said something about ***** made a mistake on the paperwork they sent ******* River was filled out wrong and that is why Tierra initially stated all parts were approved by ******* River to be sent. They previous to two people said nothing about ******* River having to approve anything. They just assured me everything would be fixed. The mattress, the shower door and curtain, the rubber trim around the window to the left of the door, the screen door, the arm on the awning to the right of the door, and the metal drain cover in the shower would be fixed as the things were found at walk through from when I purchased it. The drain cover was replaced correctly. The screen ended up being the entire door, that was done. The shower curtain only was replaced. They did not replace the shower door. They just bent it up and said I should be happy with that. Nothing else was done correctly either. Upon replacing the awning arm they damaged the other arm and it looks worse than the arm they replaced. It sticks out and is bent to the right. They just bent up the plastic shower door frame instead of replacing it. The mattress was replaced with the wrong one after their first attempt to fix the mattress was not correct. They whip stitch the tear instead of replacing the mattress. The window trim still has a gap that water can get in. It is more that an inch gap. **** the forth person I had to deal with, stated they all have gaps. The other windows on my trailer dont have gaps like that. **** also stated the arm was not like that when I brought it in. He wasnt even there when I brought it in and they replaced the arm. **** saw it and agreed it was damaged and it would be fixed when I brought the trailer back. **** said the owner took a look at it, stated they all look like that and they werent going to do anything about it. **** said look at this arm on a different model of trailer that this was the way they all look. It looked fine and nothing like the damaged arm to me. He said they would do nothing about the damaged arm. It is insured how they treated me. I had appointments three different times to get these items fixed the first time they didnt fix anything, that was four months they had it. The next appointment was four months they had it and did the things mentioned above and the third time was four months. Each one was scheduled appointments. I need the correct mattress, the shower door frame replaced and the awning arm replaced.

    Business response

    03/06/2023

    ***** RV is a Retail distributor for Forest River trailers.  Forest River builds and warranties the trailers.  We are an advocate for the customer and communicate between them and the factory, but the factory has the final say to approve or deny warranty requests we submit.  The warranty process is usually explained to the customer when they purchase, but if they weren't they should have received warranty information with their coach.

    We submitted all their issues to the factory for approval and were denied originally.  We then did reach out to a higher authority to see what we could do to make these corrections for the customer.  We were given approval to make many of the issues, we were given authority to replace the mattress, curtain rod in bunk area, shower curtain, Exterior water port cover,   ordered a replacement mattress for their coach and were told that the original mattress had been replaced by a different one.  The customer wasn't happy with the change and we reached out the manufacturer and they sent us another one, but it was the same.  We were not able to get the same mattress that was originally in the unit.  We explained to the customer that is was all that was available.  The awning arm was noted in their file so if they have additional issues with the functioning of the awning, it shows the issue started prior to their warranty expiring.  We didn't show any water leaks at the window. When the customer originally brought in their unit it was taking 6 to 16 weeks to get parts due to shortages in the industry.  

    Customer response

    03/06/2023

     I am rejecting this response because: There was no leak at the window. The rubber was all scrunched/twisted and messed up. It was replaced.

    The problem is the damage to the rear awning arm caused by an employee of ****** while replacing the front arm of the awning which was covered by ******* River. It was acknowledged by ****, the employee I dealt with previously, that they damaged it, as it now looks like the front arm did before it was replaced. The one part of the arm is bent slightly to the right so that the arm no longer sits flush like it previously did. It also is excessively shaky when going in and out, unlike previous to the damage. I was assured it would be fixed when it was brought back to get a the new material put on the awning. I was then told by a new employee, **** that it was in that condition when I brought it in even though that employee, **** did not work in that position when the damage occurred, nor saw my trailer when the damage occurred, was acknowledged, and assured it would be fixed by ****. I was told the owner agreed that nothing would be done despite the employee **** whom I originally dealt with in the matter acknowledging they damaged it and assured by her that it would be fixed. I was told by **** not to worry, it would be fixed. 

    The other issue is the shower door/rod. The part that magnetically attaches and closes the door was bent at the top and it is plastic and magnet. I was told again by an employee **** that I dealt with, prior to the current person **** in the same position, that it would be replaced and that they had received all parts from ******* River to fix the problems. The current employee **** said, the guys bent it / fixed it as best that could be done and he thinks I will be happy with it. It is worse than before they fixed it. I originally was told by the previous employee that it was going to be replaced and that is what shouldve been done. I was told by **** that was all they were going to do. 

    I want those two items fixed but I would not trust anyone from ******, including the owner to do anything they say. 



  • Complaint Type:
    Service or Repair Issues
    Status:
    Unanswered
    On October 8, 2022, we, **** and ***********************, **************************************************************************, ph ************, email: ***************** purchased a 2023 Bullet Premier ** travel trailer from Tiara RV Sales, *********************************************************************, ph. ************, email: ******************************** Paid $43,378.70 ** cash.After completing the sale paperwork, we reviewed issues we found earlier with the warranty manager and service tech. They documented issues on paper and took pictures and assured us issues would be corrected. (Most importantly the dent at the roofline) Warranty manager found issues to be fixed on her own.******** manager suggested for us to take the ** and try it out over the weekend, document any other issues, and return it on the following Monday, October 10, 2022, and they would correct the issues. We returned the ** on that following Monday, with our repair list.On October 8th, at our weekend destination, we pushed out the slides on the ** and found that the unsecured chairs had come loose from the dinette and slid around in the unit and put a dent in the refrigerator door. ****, the Tiara salesperson, admitted in a phone conversation, the chairs should have been stacked on top of each other and then secured with a strap. This was not done by the techs.On our return we pointed out the dent in the refrigerator, the recliner was not working properly, and other minor issues. Again, we had assurances these items would be addressed.After 2 to 3 weeks, we called to see what was happening with the **, they stated the issues were not being addressed, as they didnt even know the ** was at their facility. Not true.From then to over the next 8 weeks we got excuses such as, we had personnel issues, waiting on the manufacturer to approve correcting the issues, well get back to you (many times with no response), still waiting on manufacturer, the ** was beautiful when it left here, and others. At one point, I asked for a copy of the issues and the pictures they recorded when we were there and they texted me stating, The tech who took all pics sent to email and deleted to save room on phone we dont have access to emails I apologize.Finally, around the 9th week, we received a call from ****, Tiara salesperson, saying they were only going to correct 2 minor issues, as that was all the manufacturer approved.We called ***** at ************. customer service for assistance, ****************************************************** ph ************. He stated concern at the way we were being treated. ***** contacted Tiara and returned a call to me stating they agreed to fix 2 other minor issues. We told ***** we didnt care about the minor issues, all we wanted fixed was the dent in the roof and the dent in the refrigerator door. ***** stated to us that Tiara never submitted a request to fix the dent in the refrigerator door, but Tiara stated to me Keystone didnt approve those repairs, so they wouldnt correct them. We stated to both Keystone and Tiara that we didnt do this damage, so why would they not be corrected?!Finally, after 11 weeks since dropping off ******, we picked up ****** on Dec 28th (with a dented roof, dented refrigerator door, etc.) and returned to ********. We are very sorry we ever dealt with Tiara RV Sales!

    Customer response

    01/05/2023

    VIN#: *****************

    Model: Bullet Premier 25RKPR

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