Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought new **** ******* toy hauler. Vin last six #******, sight unseen. I hired an independent RV inspection service (recommended by Couches RV NATION) to do a 140 point inspection, and pictures completed by **** ******** of ** ***** *********** for $895. It was an inspection, that once in my trailer was in my possession, did not address multiple problems inside the trailer. Trailer was delivered by **** ****** ********* pickup Trenton,Ohio to delivery, ********* **. Upon delivery, all screws in cab front seam behind propane tanks were hanging loose, and missing, rubber sealant strip on door side hanging off. Inside, Door between bathroom bedroom not balanced, bathroom sink missing trap, retractable faucet in kitchen sink doesn't recoil completely, solar controller is not hooked up as it was advertised, door latch for outside front door not installed, retractable ladder to access roof not attached and not in trailer, so never supplied. After quick and limited inspection of my own, the plan was to drive it 5 miles to 1st Priority Vehicle Registration Service. Less than 2 miles on the road, the lug nuts broke, snapped off, the tire broke off the hud, and smashed the skirting, stairs to back door, and completely damaged undercarriage and ramp, as the tire bounced under, and exited out the back door side. The trailer has been at ******** RV in ************ ** since this happened September 26, 2024. When this happened I contacted Couches RV NATION first, they recommended the RV facility it's at now. They also recommended ****** Towing, a heavy equipment company, since my insurance company coverage never did find a tow for this trailer. I was then forced to pay out of pocket for the $1924., and a tow I have yet to be reimbursed for. I put 25% down payment of my savings, took a loan for 43,000k, and have my third (3rd) payment due December 10th. ******** RV Service is understaffed, making for extra long wait for repair. Not till 2025, and not inside repairs.

  Business response

  12/04/2024

  To whom it may concern,
  
   I did some checking into the complaint. It looks like the RV was prepped/inspected by an in-house RV Tech. A second Prep/Inspection was done by a third-party inspector also. Pictures were done by both inspections. After that, a Third-Party freight company that ***** hired came to pick up the RV. That person walked around the RV and signed off that the RV was not damaged. They hooked to the RV and towed in about 2,200 miles across the country to *****. What happened to the RV over the course of those 2,200 miles we don't know as it was not a company we use or know. Did they hit a bunch of potholes, curb check the wheels, drive a bunch of rough roads and, possibly mess things up? Did they not check the lug torque and air pressure over the course of this trip as recommended? We don't know but from what ***** has said it seems that might be a possibility with some of these issues however, it sounds like the wheel was on there when she got it and later towed it herself. 
  
   The servicing dealer will have to work with the RV warranty company and, determine what the cause was and take it from there. If the factory determines it's a warranty issue, then they will reimburse the issue. If they decide it's not a warranty issue and something else damaged the RV then that would be an insurance claim issue. 
  
   As for the other minor warranty adjustments ***** claims are needed, the servicing dealer that has the camper should claim that with the factory and get it taken care of while they have it. That is the way ******* ** wants their warranty done. They like to work directly with the service center who is doing the work on the camper. If ***** would like to take it to another authorized ******* ** service center she can do so. I would recommend calling ******* ** directly and talking with their warranty department and see what they recommend. Sometimes speaking directly to the factory can help move things along better.  
  
   If ***** has any questions or needs any help to get in touch with the factory, please feel free to contact our warranty department directly and they will be happy to help. 
  
  Best regards,

  Business response

  12/04/2024

  To whom it may concern,
  
   I did some checking into the complaint. It looks like the RV was prepped/inspected by an in-house RV Tech. A second Prep/Inspection was done by a third-party inspector also. Pictures were done by both inspections. After that, a Third-Party freight company that ***** hired came to pick up the RV. That person walked around the RV and signed off that the RV was not damaged. They hooked to the RV and towed in about 2,200 miles across the country to *****. What happened to the RV over the course of those 2,200 miles we don't know as it was not a company we use or know. Did they hit a bunch of potholes, curb check the wheels, drive a bunch of rough roads and, possibly mess things up? Did they not check the lug torque and air pressure over the course of this trip as recommended? We don't know but from what ***** has said it seems that might be a possibility with some of these issues however, it sounds like the wheel was on there when she got it and later towed it herself. 
  
   The servicing dealer will have to work with the RV warranty company and, determine what the cause was and take it from there. If the factory determines it's a warranty issue, then they will reimburse the issue. If they decide it's not a warranty issue and something else damaged the RV then that would be an insurance claim issue. 
  
   As for the other minor warranty adjustments ***** claims are needed, the servicing dealer that has the camper should claim that with the factory and get it taken care of while they have it. That is the way Cruiser RV wants their warranty done. They like to work directly with the service center who is doing the work on the camper. If ***** would like to take it to another authorized Cruiser RV service center she can do so. I would recommend calling Cruiser RV directly and talking with their warranty department and see what they recommend. Sometimes speaking directly to the factory can help move things along better.  
  
   If ***** has any questions or needs any help to get in touch with the factory, please feel free to contact our warranty department directly and they will be happy to help. 
  
  Best regards,

• Initial Complaint

  10/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a brand new ******* ***** ***** ******** from Couch's RV Nation 5555 Kennel Rd Trenton Ohio 45067. Prior to the sale I had expressed, specifically, to both the salesman, Brannon and the service manager Kyle, that I would not accept ****** **** tires (other wise known as "china bomb tires". I explained I had an incident of one exploding on the highway causing thousands in damage and nearly causing an accident!. These tires have a known concern of this happening. I was assured that the camper would have ******** ********* tires. When I picked up the camper, it did have the ******** tires however unknown to me the spare tire that was covered was one of the ****** **** tires which I did not check until I was home 10 hours away. I spoke to Kyle the Sales Manage , he agreed that he understood my concern before the purchase but now that it is after, he is not willing to make any restitution. He even became short and nasty with me saying " I'm not going to discuss it again"! This took me back and it was only the 2nd time I spoke to him about it. I purchased the tire myself, but I should not have too since they knew my concerns before the sale. if they want a satisfied customers they should carry out promises. Don't they know campers belong to "RV groups and share experiences? My conclusion is they just want the fast sale and don't care about customer satisfaction or doing the right thing. I also want to share that they did a lousy job of prepping the vehicle. I don't believe they checked anything since there were many large problems with the camper that would have been caught and fixed before the sale like no water going through the city, water, plumbing due to hoses being too long and kinked within the construction. All four of the leveler motor wire harnesses were cracked. Exposing wire. The shower nozzle was clogged. None of the holding tank sensors worked due to miswiring. There was a drain spout on the roof that was missing.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  There’s numerous issues with scuff marks damage countertops, front door, not closing cabin lights, not working stabilizers being broken, safety chains broken balances from blinds missing curtains not properly installed. The list just keeps going on it’s a brand new trailer and never should’ve had it delivered to me in this condition.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a $90,000 ************************* *** ***** toy hauler RV from Couch’s RV Nation in Trenton, Ohio in April 2022. It immediately started falling apart within about 50 miles from the dealership. I sent a photo and text to the sales person the very same day I purchased it, and got no response. By the time I got home to ******, there was thousands of dollars in repairs needed from things just falling off, breaking or not working. I contacted the dealer and sent them photos and filled out their Warranty Claim form. They instructed me to get it fixed and submit the invoice(s), which I did. The repairs took several months because of parts. Needing to be ordered. When I submitted all the invoices to Couch’s RV Nation, they said they would submit it to ******** RV – the manufacturer, which they did. ******** immediately denied the claim because they did not receive it during the 1-year warranty period… even though the Warranty Claim was submitted to their authorized dealer well within the warranty period. I pleaded with both the Dealer and the Manufacturer for several weeks with no resolution…. Only constant denials and delays. Unless your organization can intervene, I am going to be forced to sue both companies and do a social media smear campaign against them so other consumers will know what to expect. The total claim is only $3,000, but it’s not the money that is the issue, it is spending $90,000 on something brand new that shouldn’t immediately start falling apart !!!

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Great price on the Camper and it was a brand new 2022. When we bought the Camper April 3, 2023 and we were told they needed 3 days to go over everything before it could be delivered. It had sawdust and Metal shavings throughout the Camper. It Took almost 2 weeks to get it delivered. When it was delivered there was a screw in the Spare tire and front Amber Light cover was cracked. Finally after 1 1/2 months we got a replacement tire never got the light cover. Our first time using the Camper the water pump was leaking all over the floor. We purchased a new one that was put in by my Husband (A Retired Plumber) and Couch's said we had to file a Warranty Claim. We contacted ********* and was told buy them that we would not be reimbursed for the Part or his labor as he was not a Repair Shop. 2nd outing the Sink leaked in the Silverware drawer, we took the drawer out and it was never adjusted as Couch's said that it would. Then the divider between the 2 drawers fell off. The Upper Bunk Plywood is not screwed into anything at the foot end. The paneling in several places is not screwed in, the caulk around tub/shower is all junked up. The Roof Seal looks like a 2 year old did it and we were told by the Warranty Company that is our Responsibility to fix it. The under seat storage had trim to the paneling that is split out. The Steps are crooked and the Door does not latch properly. I contacted Delaney C**** about all of this and did not get any response. SO....we have to put out Camper in a shop for who knows how long and were Told by ********* that some of this might not be covered. NOT A HAPPY CAMPER!!!!!!!!!!!! We bought this for enjoying our Retirement not to have more Headaches. Really regret buying it from Couch's.

  Business response

  06/19/2023

  Hi ******, 

   I'm going to have Deb from our warranty department give you a call and see if she can help get you reimbursed from the RV factory for your water pump that went bad and other items you might need help with. Please keep and ear out for her call. 

  Best regards, 

  Customer response

  06/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Yes they did call me but I am still getting the run around on this. They gave me another number to call and Dan was not available and voice mail was full. I called texted Deb after she gave me Dan's # and she did not respond at all. This is really Ridiculous that we bought a Brand New Camper and they will not take responsibility of damaged items. 
  
  This is the Invoice I sent to ********* and it was denied????
  
  
  VIN ******                                                                                                   
  
   INVOICE for Water Pump Replacement
  
  **** *******
  *** ****** **. 
  ************* ** *****
  ###-###-####
  
  
  May 2, 2023 **** **** ************ ********. After Camper was Completely set up. Noticed Water Coming out from Underneath Sink and Stove. Took off the Panel and Bottom drawer and discovered Water Pump was leaking and was never Properly Attached to the Floor. Pulled water pump out and discovered that the Black head on the water Pump was cracked due to improper Winterization. Only Option was to Replace The Water Pump.
  
  Drove to ****** ******** to ****** ***** and Purchased new Pump. Drove Back (50 mile round Trip) and Installed the New Water pump. Checked for leaks Turned the Water and Water Pump on, checked for Leaks and noticed no other Issues. Re installed Cabinet Cover.
  
  Sureflow Pump
  Model ************
  Serial # ******
  
  Materials and Labor:
  NEW Water Pump     $148.48 (Copy of Receipt submitted)     
  Labor to Take out old Pump and re Install New Pump $135.00
  
  TOTAL REPAIRS  $283.48
  
  
  I am a Retired Licensed Plumber ***** *** in ** *****.
  
  
  **** * *******
  
  Regards,
  
  ****** *******
  

  Business response

  06/21/2023

  Hi **** and ******, 

  I'm going to have a manager call you to see if they can help you with getting ********* to cover their warranty issues. 

  
  Regards,
  

  Customer response

  06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  We finally got reimbursed for the Water Pump issue. We still have several issues that need to be resolved. Jeff Couch did call us and sent the check for the Water Pump. He also asked us to bring the Camper back to ******* ** so they could fix the other issues instead of having it done here. WE would have to take Camper there and go pick it up when done. At that time he asked me to change my BBBReview. Until these items are taken care of I will not change my Review. 
  
  
  I have not heard anything else from ********* on the warranty work for these items.
  1. Upper Bunk Wood not cut properly, nails are exposed.
  2. Upper Cabinet Front has to be replaced due to paper peeling 
  3. Table is wobbly almost to the extent that it is hard to use. 
  4. Drain in Sink leaking inti Drawer below it.
  5. Drawers not sliding properly (This was reported to Couch's before we purchased it)
  6. Divider between drawers fell off due to drawers not being on track.
  7. Shower Surround has to be taken off and completely re done to fill in the bad caulk job,  and walls behind shower Surround has to be attached. (You can push paneling in as it is not attached to anything)
  8 Front door is put in Crooked and doesn't latch therefore Fold up steps do not lock in place when traveling. 
  
  Thanks,
  
  
  ****** *******
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We contacted them about a travel trailer that they showed in stock online. In the process of providing a deposit, they said they were going to sell that particular unit but another one would be coming in by first week of May since we weren't ready for it until end of April anyway. After not hearing anything from them, we inquired & was told by ****** that he had contacted the manufacturer & was told that the unit wouldn't be ready until May 31st or beginning of June & then shipping would extend the time even longer. No one contacted us to tell us this. We called to get status & were informed. So, since they have been abundantly aware that we needed a trailer by May 13th, we asked if they had a similar unit that we could get by the 13th & they redirected us to an Alta unit, so we made a deal on that one. Then they told us that their shipper still couldn't deliver it for at least 2 weeks which was still not acceptable. So, we were put in a position to look elsewhere since they misled & misguided us & were ultimately unable to work within our timeline which was clearly stated from the beginning. So, we requested our deposit refund so we could move on & get something else, & now they are refusing to refund our $1000 deposit. None of this was our fault. They kept making promises that they knew that they couldn't keep. Then after we made another purchase commitment elsewhere, they said they would deliver the trailer by the 14th but there is no guarantee they would would fulfill that commitment either since they lied & misled us about everything else.

  Business response

  05/15/2023

    Our system records every email and every text message sent through our business. This complaint is full of missing leading and defamatory statements made by ***** ********* in an attempt to extort our business into returning a non-refundable deposit for a camper she ordered and backed out of.  ***** ********* was never promised she would get the camper the first week of May and she knows she is lying about that. NOWHERE on her contract or in the text or email does it say she had to have or would get it by the first week of May as she claims. In fact, the only time a date is talked about is when the salesperson told her before she put a deposit down to order the camper that it would not even be at our store until the middle of May. Here is the text chain that shows that. (Also Attaching the Contract for review)
  
  Salesperson
  Apr 6, 3:25pm
  Outgoing: Hey *****! I have some good news/bad news for you! So that Alpha Wolf sold today before we could get a chance to make a deposit. The good news is that a new one will be here in the middle of May! That way you will have your money by the time the camper is here and we wont be scrambling to get it payed for.
  
  ***** **
  Apr 6, 3:27pm
  Incoming: That's great! I've been tied up all day but I'll call you tomorrow.....thx much
  ***** **
  Apr 7, 11:18am
  Incoming: I will call this afternoon....pls don't sell unit...busy morning....thx
  
   Now with that being said we did still try to work with and help ***** ********* get a different camper that would accommodate this new timeline that she suddenly came up with needing a camper by. But even after going to the owner of RV Nation and the owner of the shipping company to pull some strings to make it happen it still wasn't good even for her and she purchased a different camper someplace else. We wish her the best of luck with whatever she got but she is still not getting her deposit back for her breach of contract. We did nothing wrong. 

  Best regards,

   

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Main issue we have right now is the service, We just picked up the unit on 3/24/23 & started the request for repairs 3/27/23. I see that we have the same issues as other complaints. The RV was not checked as promised, water heater was not checked, not working, outlets were not checked, outlet not working, appears the battery is bad. I have no issue to work with the warranty department my issues is that this is something that should have been checked before the RV was taken out and it was not and we are now told that if we get a mobile tech we have to pay the service call. This is something I feel the dealership needs to make right and there should be no out of pocket. We were told well make an appointment and take it to a service place to avoid the fee. We are in the busy season of work and I am sure from past experience with previous RV it will require probably to leave it to them have Hotel stay. I will not ever recommend anyone to purchase here for the savings, our walk through the RV was terrible, the kid left for lunch, while the service manager was fixing the bench so we went to lunch to come back and no one was there to finish the walk through. Highly disappointed and I want the dealership to make it right at no cost to us.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a 2023 ****** ***** *****. I paid 65 thousand cash, and 5 thousand to transport it to my state. My bathroom is leaking and it is unclear from where. My awning showed up torn. I requested information from warranty and I am told I have to take it in somewhere. I don't own a truck to take it in and all mobile repairs are telling me I have to pay hundreds of dollars for services. I bought brand new so I wouldn't have tbese problems. I feel as if they need to pay for mobile repair services or help set something up. My bathroom is molding out and I have only had it for less than 5 months. The mold smells really bad and there is no visible leaks anywhere.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a NEW camper from Jeff Couch RV Feb 2022. It was shipped to **, but the camper was not tested and had several issues which took almost a year to correct. eff Couch Campers, LLC or RV Nation,, was no help and denied all warranty work. 1. Faulty Breaking system (not safe for the road) 2. Hot water was not functioning (never tested plumbing wrong) 3. Electrical panel for slide-outs stopped working after one use- the couch refused to cover the warranty I discovered even though they collected taxes on my paperwork they di,d not pay ** taxes. found this out when I tried to sell the RV. he DMV told me the dealer did not pay the taxes, so they would need to pay or I would have to pay it again in order to sell my camper in **. I was told to sell it back to the original dealer. I contacted Jeff Couch he agrees to purchase it back at a $10K loss and I accepted this as a lesson. I drove this camper from ** to OH to completed the sale back. Keep in mind I have never used this camper, it was at the RV shop for 7 months. I arrive at Jeff Couchs RV Nation and sign over the title, sign a purchase order, and issue a check. I deposited the check and headed back to **. eff calls me and tells me I have to drive back and fill out some more paperwork, and he will cancel the check. hen I get back he tells me he has sent someone to get a new title since I signed the other one over to them. e tells me I need to go to GA and pay the taxes out of my pocket again.. he cancels my check and threatened me with storage fees. have never seen so much contempt for customers. now need to find an attorney to sue for a full refund and damages due to him issuing a bad check. e has my camper and is holding it hostage. would never do business with ,this Man his organization. Everyone seemed scared of him and it's clear why. At this point, I would like a full refund on the original purchase and the cost of repairs.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  11/28/22 – Ordered a ********** ******* ****** from Couch’s RV Nation and sales person Hunter M******. We provided a $3000 deposit and was told the same day, the unit would be built by March 3, 2023, with an email stating, “subject to change a bit either way” due to the manufacturer’s estimate. 12/22/22 – We requested a change to our order providing it would not change the build date of March 3, 2023, and Hunter assured us we could make the change without impacting the original stated build date. We choose to cancel our initial order and order a ********** ******* **** **. 01/03/23 – We communicated with Hunter via text to confirm he successfully made the change to the order and to keep us up-to-date with production dates, as it was important to meet the March build date. Hunter’s response was, “all was accepted,” and “I’ll update you as I am for sure.” 2/1/23 – We again communicated with Hunter via text to seek an update on production of our trailer and his response was, “they are showing an ETA Build date of 4/27/23.” At this point, we thanked him for the information and retreated to figure options for our need of a trailer… thinking the beginning of March would have worked but now, dealing with an “ETA” of the end of April. After a few days of consideration, we decided to look for another manufacturer and trailer which would meet our need and timeframe. 2/6/23 – We cancelled our order of the 3670RL due to the unexpected delay in production and completion of our trailer. Couch’s RV Nation would NOT refund our $3000.00. We requested to speak with the General Manager, Kyle T*****, and was met with a disrespectful conversation of there was no way Couch’s RV Nation was going to refund our deposit.

*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. ↩