Complaints

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our oven door glass exploded while we were in the other room watching TV. I called to ask for a replacement to be sent out. The representative, ****, informed me that the glass is not covered under their warrantee.

  Customer response

  05/17/2024

  Full name: *****************

  Business response

  05/17/2024

  ************, 

  Thank you for reaching out to ******* with your recent concern regarding your Furrion oven door.  In order to fully review this concern, additional information is going to be needed.  Someone from our Furrion team will be reaching out to you to gather this information.  Once we have all the information, ******* will review and get back to you.  

  Case number: 4953273

  Sincerely,

  ********************* - Consumer Affairs Specialist

  Customer response

  05/17/2024

   I am rejecting this response because:
  
  This case should not be closed out.  The business has only offered to review my case.

  Business response

  05/17/2024

  ************,

  The case will not be closed on our end at this time, again, in order to review this matter, additional information is going to be needed.  A full review of this matter cannot take place based upon one picture that's been provided.  

  Additional information needed in the event someone has not reached out to you as of yet.

  1.) Vin number along with the make and model of trailer.

  2.) Date of manufacture of the trailer along with date of purchase.  Date of manufacture information can be found on the vin sticker on the driver side of the unit, close to the front of the trailer.

  3.) Model number of the Furrion Oven.

  4.) Are you the original owner of the trailer/rv?

  Again, someone will be reaching out to you from our Furrion team.  The information above at a minimum will be needed to start this review.  Once someone has reached out, you may be asked for additional information.  

  Sincerely,

  ********************* - Consumer Affairs Specialist
  

  Customer response

  05/24/2024

   I am rejecting this response because:

  I am gethering the information required by the business.

   
  
  

  
  

  Business response

  05/28/2024

  ************,  Good morning.  Our Furrion team attempted to make contact with you on May 17, 2024 and was only able to leave a voice mail message.  I have asked our team to try and reach out to you again this morning.  Please let me know if you have any further questions afterwards.  I can be reached at ***************** Thanks,

  ********************* - Consumer Affairs Specialist.

  Customer response

  05/29/2024

   I am rejecting this response because:
  
  I am gathering the information requested by manufacturer

  Business response

  05/30/2024

  ************,

  Good morning.  Once you have all the requested information gathered, please share with our Furrion team for further review.  

  Thanks,

  ********************* - Consumer Affairs Specialist

  Customer response

  05/31/2024

   I am rejecting this response because:
  
  I have sent the information requested by the manufacturer and a waiting for their response.

  Business response

  06/03/2024

  ************,

  Good morning.  I see that our Appliances and Entertainment team has reached out regarding your concern.  I hope you find the goodwill offer of an oven door to be acceptable and ask that you simply reply to the email that was sent with the offer.  ******, whom you've been communicating with will take care of the order on our end.  

  Thanks,

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

  Customer response

  06/03/2024

   I am rejecting this response because:
  
  We have received positive communication from the manufacturer. It appears that this matter may be resolved in the near future. However, the resolution is still in process.

  Business response

  06/03/2024

  ************,

  Good afternoon.  Our case notes show that a resolution offer was made, and that offer has been accepted.  It's my understanding that a goodwill oven door is to be sent to ***********************************************

  Sincerely,

  ********************* - Consumer Affairs Specialist.

   

  Customer response

  06/03/2024

   I am rejecting this response because:
  
  The manufacturer has committed to sending a replacement for the defective oven door to us. However, the promised replacement part has not been received. Our response will be changed to accepted when the replacement part has been received at our address. You can stop wasting both of our time if you will stop sending incessant messages to BBB. I will continue to reject each message until we receive the replacement part.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a tankless water heater June 2023. Installed per manufacturer directions. Winterized per manufacturer directions August 2023. Upon de-winterizing April 2024 found copper lines ruptured from apparent freeze. Instructions were followed, yet the lines ruptured anyway. Many similar issues have been found online for this model and its clearly a manufacturer design flaw. I contacted ******* and quickly received notice they don't offer repairs, support, or warranty for this. They are failing to acknowledge this known defect.

  Business response

  04/08/2024

  Good Afternoon 

  I am sorry to hear about your concern. I have reviewed your case and the photos provided. The photos clearly show freeze damage to the heat exchanger. the presence of jagged cracks and the copper having an orange peel texture is consistant with freeze damage. Freeze damage is not a warrantable concern. We also do not carry the heat exchanger as a replaceable part due to extensive work to replace the component and normally if the heat exchanger is damaged there is other damage to the unit as well. 

  I do understand that you winterized your RV however the presence of Freeze damage on the water indicates the water heater was not winterized properly. When winterizing an RV with a tankless water heater you want to be sure that if you have a bypass installed that you do not bypass the water heater out of the water system. You will want to blow the water heater out with compressed air and then fill the tankless water heater with antifreeze. Again the biggest key is t not bypass the water heater out of the water system. 

  Customer response

  04/08/2024

   I am rejecting this response because:
  As stated I followed the manufacturers guidelines for winterizing. There are no instructions to verify all water was successfully removed. A maximum 30 psi may be used, but a minimum pressure is not stated nor a timeline to purge. This leaves the possibility of remaining water. ********** was ran through the system as well per the coach's recommendations and supplemental instructions of *******. The entire winterization section is five sentences and does not provide clear detail of a process that ******* clearly has a significant number of complaints on.
  To have a failure within 10 months of a new product that not only had the winterization methods performed, but also was in a heated coach, albeit the heater maintained 36 degrees, seems more of a product failure due to thin pipes, air expansion, and/or other internal issue. Both cracks were on manufacturer installed "bends" of the copper piping, which are also likely to be weakened points.
  It should also be mentioned the information I was given varies from the "updated 10/12/2023" winterization pamphlet that was emailed to me upon my warranty request today. No supplemental notices were emailed or delivered after purchase.
  
  

  Business response

  04/09/2024

  Good Morning 

  I understand your frustration with this situation. However there is no failure of the product or warrantable concern with the product. The concern is due to the water heater being exposed to freezing conditions with water still in the water heater. We are able to tell from the photos that the water heater was full of water when it froze. There are multiple places that the copper burst and sections without bends that have *************** texture that happens when water freezes in copper. 

  The water heater is exposed directly to the outside air through the door, because of this a heater in the ** would not keep the water heater from freezing. 

  The only change to the winterizing recommendation in the document you referenced was increasing the *** compressed air pressure from 30PSI to 50PSI. 

  the biggest thing to remember when winterizing a tankless water heater is DO NOT bypass it from the rest of the water system. You want the compressed air and the antifreeze going through the water heater. 

   

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Furrion S view side cameras for my camper and installed them April of 2023. This past week April 2024 I noticed the left side camera was shorting out my other lights. Upon removing the camera I found the housing full of water. The cameras are claimed to be IP67 compliant. I reached out to warranty support who on two occasions denied my claim. The first claim was that the cameras were installed improperly. I recontacted them and asked what more I could have possible done to seal the cameras as they were completely installed with silicone. The second response was the bottom of the camera did not appeared to be sealed. There was no photo provided to them of the bottom of cameras. How is it that company calls their product IP67 compliant (water proof for 30 mins submerged at 3) and then denies my warranty claim for a product that they claim isnt sealed properly from outside water elements (not submerged). I am simply requesting a replacement left side camera for a product less than a year old.

  Business response

  04/08/2024

  Good Morning 

  I have located your case and will review. Once I have the opportunity to fully review the case We will be in touch VIA email from the case. 

  Customer response

  04/09/2024

   I am rejecting this response:

  I will await their email to see what the decision will be however do not want this case closed automatically in 7 days if I do not hear back from them prior to their review of my case. 

  
  

  Business response

  04/11/2024

  Upon gathering additional information there was found to be a crack in the camera housing around the lens. This is likely the source of the water intrusion into the camera. This damage is not a warrantable defect however we have come to an agreement with the customer on a resolution. 

  Customer response

  04/11/2024

   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.

  
  

  Thank you.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Twice I returned my ************ ** for warranty air conditioning service to the selling dealer - Crestview ** of ****. The root cause has yet to be repaired. The problem is that the two roof mounted air conditioners do not work together to cool the inside of the ** due to designs that are not compatible between ************ and Furrion. ************ has been contacted and several case numbers generated. Mr. ********************* with ************ sent *one* thermostat relocation kit that the dealer has installed that did not solve the issue. ******* has advised against this repair and insinuated it would have future warranty implications regarding those ** unit(s). The problem remains that due to ************s ducting the units together, and ******* moving the temperature sensor from the wall mounted thermostat to the roof mounted air intake one sensor will heat to the ** setpoint first and with the fans in auto mode, one unit ALONE will activate to cool the ** inside, and the other unit will begin to display a lower room temp as the cold air from the first unit to engage is blown over the sensor in the intake duct of the other unit. This is unacceptable and no one from the dealer to either of the two ** / ** manufacturers are willing to help. ******* has recomended I run the fans on both units constantly to solve this - they made the units 30% quieter ON THE EXTERIOR, and equipped the units with an auto fan mode? These units are so loud I cant sleep with both fans on all the time! This was a very expensive ** that is HOT AND NOISY (both conditions non conducive to sleep OR recreation)! it was configured and designed. I want the problem resolved as the consumer MY comfort and satisfaction should be priority one! I I am instead trapped in an endless loop of return to the dealer to only be disappointed.

  Business response

  02/14/2024

  Good Afternoon 

  I have located and I am in the process of reviewing your cases. I will respond again from the case once I have fully reviewed your concerns, however I would like to take a min to address the items you have placed in this complaint. 

  The Furrion ** system uses a room temperature sensor located on the controller in the ceiling assembly. for the most accurate temperature detection it is recommended to use a set fan speed while operating the unit in cool mode. This method of operation not only provides the most accurate room temperature readings, but it also is a much more efficient way to operate the system. By running the fan constantly you are continually moving air around the *** limiting cold and hot spots.

  Most RVs now that have multiple units have connected duct work where the ducts from the front unit are connected to the ducts for the back unit. When operating more than one unit it is also advisable to operate the indoor fans in both units constantly. This will keep one unit from affecting the room temperature of the other unit. This method of operation will keep the ductwork fully pressurized and you will achieve more consistent airflow out of all of your vents aiding in increased efficiency. 

  The temperature sensor relocation kit you referred to is not a ******* or Furrion product and in not something that we endorse. If it is used that can potentially void the warranty on the ** unit. 

  Customer response

  02/17/2024

   I am rejecting this response because:
  

  Furrion supplied a wall mounted control device with the auto fan mode enabled. The two A/C units should work together as supplied. ******* has gone to great efforts to make the units quieter on the outside, this is a novel idea, but not acceptable when the noise of the fans inside is such that it prevents sleep and recreation - the whole point of an RV. Here is a novel idea: move the temperature readback function back to the wall mounted control device so it may once again be called a thermostat. This method has worked successfully in the past without the loss of the "auto" fan mode functionality.  

  
  

  Business response

  02/20/2024

  Good Afternoon 

  I have provided a detailed response via the service case. Based on the review of everything there is no defect with the units. The ** units are operating as designed and Furrion does not offer controls that have room temperature detection for cool mode at the thermostat. 

   

  As for the noise concern, closing the dump vent in the *** can help as well as there are some aftermarket products that can be used such as RV airflow which has been tested and okayed for use with the Furrion ** system. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a camper with a Furrion tankless water heater./ *******. The copper pipe broke and I tried to buy the part to fix it and they said, I had to buy a new water heater. $943.93. The part comes apart in two places for easy install. Seriously!

  Business response

  02/06/2024

  Good Afternoon 

  I was able to locate and review your case in our system and I will be in touch through that case as well. The information that you have been provided is accurate that we do not offer the part you are needing as a replacement component. I do understand your frustration with the matter of not being able to obtain what seems like an easily replaceable part. When evaluating what parts to offer we have to look at all aspects and costs associated with a repair. We are always looking for areas to improve in and we appreciate your feedback.

  I do see as well that you have been offered a discount a replacement water heater. Please allow me some time to determine if there as anymore that we can do to resolve your concern. 

  Customer response

  02/06/2024

   I am rejecting this response because:

  I appreciate their response but $ 700 for that part is outrageous. They still manufacture the water heater so just sell me the part that is broken or  just send it to me for all the cost and grief this has caused. Why manufacture something that can't be fixed.

  I basically have a brand new water heater that needs a ***********.  please help..
  
  

  
  

  Business response

  02/07/2024

  The part the customer is needing is not available for purchase as we do not offer that internal component as a replaceable part. However to best assist the customer I was able to locate a working component to provide the retail as a curtesy. This is shipping out to the customer 2/8. 

  Customer response

  02/12/2024

   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.

  
  

  Thank you.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought new Furrion Refrigerator 16cu ft. Light works, but doesn't cool. Spoke to Furrion the 1st time and they sent us a form to fill out and said they didn't have any mobile techs near us. Acted like it was our problem. Finally found a tech, on my own. They diagnosed a bad circuit board. Replaced, still doesn't cool. Was told it's multiple issues with frig and that it's no good. Called Furrion again. Said they couldn't help us without tech diagnosis. Which they had and was already completed. We are now going on a month, with a bad Refrigerator, that is brand new and has never worked. This is a ****+ frig. I've spen5 so much money on bew coolers, ice and lost 6 ***** of insulin.

  Business response

  02/09/2024

  Good afternoon 
  
  The only contact record I locate with the customer is the initial contact. This refrigerator came with the customers ** when they purchased it. As such warranty needed to be processed through the ** *** manufacturer. Furrion supplied components to the *** and the customer warranty is with the ***. I was able to locate the claim that a new refrigerator was authorized and replaced in the customers unit. 
  
  
  Thank You,
  
  ***********************
  Consumer Affairs Specialist
  *******
  **************
  www.*******.com
  

  
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Part of a product I bought from this company didn't work upon installation according to their directions. I have repeatedly contacted them to have them replace this part (it is under warranty). They replied to my first email, many weeks ago, and asked for details, which I provided, along with proof of purchase and images. They have not responded to any further requests to honour their warranty. I would like the part replaced.

  Business response

  02/09/2024

  Good Afternoon 
  
  At the time of the complaint, it appears we were not receiving the customers emails. Once this was realized we resolved the concern by replacing the control board and wall controller. 
  
  Thank You,
  
  ***********************
  Consumer Affairs Specialist
  *******
  **************
  www.*******.com
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Furrion AC for My camper from ******* ***** it was a retail purchase to replace a AC, the shroud was slightly damaged, Furrion has a 2 year warranty Listed, they refuse to honor the warranty because I purchased it from a Authorized seller, "The Largest RV sales and parts company in *******" they said the issue is ******* ****** not theirs? If it was installed by ******* ***** or pre installed on the camper I can see this but it was a Stand alone purchase. I have checked every retail and online sellers website for listed warranty for Furrion Etrailer has 2 years manufacturers warranty along with ******* *****! When I contacted Furrion through their website they refused warranty and told me the call ******* *****. Also a unusual number of reviews state the ACs from Furrion are damaged in the box with no damage to the box externally? I can say for the weight of the product "90+lbs" it's not properly protected for shipping and they are not taking responsibility for this!

  Business response

  06/21/2022

  Good Afternoon 

  I have reviewed Mr ********* case.

  Cases of shipping damage, in which this was identified to be per the customer, are the responsibility of the party that shipped the product. The customers AC unit was sent by ******* ***** to the customer. Shipping damage does not fall under warranty. 

  However upon the customer letting us know that the ******* ***** dealer was some distance away and was not able to provide assistance. The Furrion support rep requested the needed documentation to process the claim direct to get the customer taken care of. As of today 6/21 we have not received any response from the customer with this information. We will reach out again to the customer to collect the required information to process the claim.  

  Customer response

  06/21/2022

   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.

  
  

  Thank you.

*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. ↩