Xsell Promotions

Initial Business Response /* (1000, 5, 2017/01/18) */
As you already know, we are always interested in hearing about our owners.
At this time, we must respectfully decline Mr. [redacted]'s request to authorize Albany RV to install an antenna, as his request is not a warrantable concern. If Mr. [redacted]...

has any concerns in the future that need to be addressed under the terms of our published warranty, he may contact us at (XXX) XXX-XXXX or by email at [redacted]@tmcrv.com.
Thank you for making us aware of this matter.
Initial Consumer Rebuttal /* (3000, 7, 2017/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Thor s response ,because they claim it s not a warrantable concern . the concern is the rv was built and sold with a am fm radio which the am is inop due to no antenna . They should be responsible to make it work, its brand new . Its actually false advertisement.
Final Business Response /* (4000, 9, 2017/01/28) */
There are no further options to address Mr. [redacted]'s non-warrantable concern, but if he needs assistance in the future, please contact our Customer Service Department at (XXX) XXX-XXXX or via email at [redacted]@tcmrv.com

Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: Consumer Affairs
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tmcrv.com
As you already know, we are always interested in hearing about our owners.
It is our understanding the repairs have been completed and...

the dealer will be contacting Ms. [redacted] to schedule a pick up.
Thank you
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Oct 21, 2015 [redacted] (Service writer at Camping world) called and left a message that the RV was complete and to call back to schedule a pick up. Later that week, [redacted] (Service Manager at Camping World) called and asked us to come down to Camping World to go over the repairs they had made so far on the RV. We met [redacted] and [redacted] at Camping World in Valencia on Saturday, Oct 24th. It was an extremely disappointing trip. In the 100+ days they have had the RV, all they managed to do was fix one cabinet and put some caulking around the bath tub that had been leaking.
When we arrived, we did a walk around the RV, and [redacted] put blue tape on the items that still needed to be fixed. We had already pointed out all of these items to [redacted] when we dropped off the RV on July 13th, 2015. During the walk around they said they fixed the slide, but upon trying it out, although it came in one its own the first time, the 2nd and 3rd times it started making grinding noises and started catching in the front, just as it did before... up to the point where it would no longer retract when we brought it to Camping World. Upon looking at the outside of the RV, [redacted] was able see the metal shavings on the lower slide track at the front of the RV.
They also said they fixed the back wall that was separating from the floor (where daylight could be seen) but all that appeared to be done was the molding was moved over to hide the gap, bringing attention to the fact that the whole wall is severally warped. Upon talking with [redacted] regarding the back wall, he thinks the best way to repair it would be to take the whole back wall of the RV off, repair the structure and make sure that it is square, and then put the back of the RV back on. This fix he estimates will take a minimum of 2 weeks, and that is only if they are able to focus their technicians on it daily to get it completed, and if Thor would approve such a repair.
In addition to not fixing the major problems in the RV, there were simple fixes that they had not even attempted to correct as well. Our AC vents in the front dash were still hanging out of the holes they should be in, our outside large cabinet on the passenger [redacted] rear still will not lock, paneling on the cabinets, as you enter the RV by the stairs, is still hanging from the wall where it was never attached. The list goes on and on. These items seem to be quick fixes and there should be no reason why they wouldn't have been able to complete them in 100+ days of having our RV for repair.
We are extremely frustrated that they have had the RV for this amount of time and have not completed but two of the items requested. It is irritating that that [redacted] called and said ALL Items had been fixed, and we wasted our time (1.5 hours driving down there and back) to find out almost nothing has been done. We have missed several trips over the summer due to the RV being at Camping World for repairs and we are tired of waiting for repairs to be completed. In addition to the length of time it is taking for them to complete the repairs, the number of repairs that need to be done, and the fact that we feel this motorhome is not structurally sound, we want to return this RV to Thor for a full refund (as specified in our original Revdex.com complaint).
Yes, we received a call/message from [redacted] from Thor, but have not directly spoken with him in person. Therefore, in order to keep the Revdex.com complaint open, we are filing this response. We look forward to hearing back from [redacted] to get this matter resolved.
Final Consumer Response /* (3000, 24, 2016/09/06) */
We have been trying to work with Thor to get our issues resolved. Thor is refusing to fix ongoing issues with the RV and is now refusing to return calls or e-mail correspondence with us. We need to re-open this case as the problems were never resolved before it was closed.
Final Business Response /* (4000, 26, 2016/09/12) */
As you already know, we are always interested in hearing about our owners.
Thor Motor Coach takes pride in its product and considers all customer comments to be very important.
The last communication we received from Ms. [redacted] was on March 14, 2016. He asked us to resolve 4 outstanding concerns and we directed them to the dealer to resolve. The dealer filed a claim for those repairs in June 2016.
We will investigate the concerns directly with our customer and take appropriate action based upon the terms of our published limited warranty.

Initial Business Response /* (1000, 5, 2016/12/15) */
As you already know, we are always interested in hearing about our owners.
We have contacted Mr. [redacted] directly and will work with him to ensure that his warrantable concerns are handled appropriately.
Thank you for making us aware of...

this matter.
Initial Consumer Rebuttal /* (3000, 7, 2016/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has contacted me "directly" or indirectly from Thor. There has been no attempted resolution of this matter. Sounds like just a canned response that is sent out with any complaint.
Final Consumer Response /* (4200, 15, 2017/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received "part" which is nothing more than a thin scrap piece of clear plastic which someone tried unsuccessfully to cut to size, it will not fit. This "part" is not suitable for use over a gas stove. I will take the RV to the dealer (third trip within first year) and it will sit there until a suitable part is installed. Thor needs to let me know when the dealer has the CORRECT part in hand. Also need to have previous repairs repaired. However the entry door latch was installed so badly the door will not close in cold weather so it is roped shut. Not sure how I will get it to dealer. Warranty expires later this month but I expect all the repairs to be covered under warranty. I give Thor credit for consistency, consistently low quality.
Final Business Response /* (4000, 17, 2017/01/16) */
A warranty representative has attempted to contact Mr. [redacted] via telephone, but has been unable to reach him. We respectfully request Mr. [redacted] contact our Customer Service department at (XXX) XXX-XXXX, so we may assist with any unresolved warrantable concerns.

Initial Business Response /* (1000, 7, 2016/01/28) */
Contact Name and Title: Consumer Affairs
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tmcrv.com
As you already know, we are always interested in hearing about our owners. [redacted], a Thor Motor Coach Customer Service Representative,...

has been in contact with Mr. [redacted] and will continue to work with him to address his warrantable concerns. Thank you for making us aware of this matter.
OFFER:
Initial Consumer Rebuttal /* (3000, 9, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has been settled, the resolution to this is purchase my motor home back for the fair price of $66,500.00. I do not have any confidence in this motor home to be able to do traveling as that was the reason for the purchase.
Final Business Response /* (4000, 26, 2016/02/08) */
Contact Name and Title: Consumer Affairs
If Mr. [redacted] would like to trade in his motorhome, he will need to contact an authorized dealer and work with them directly. Thor Motor Coach will not be participating in a trade at this time
OFFER:
Final Consumer Response /* (4200, 28, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So what will Thor Industries do? Is the consumer just sol?

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: Consumer Affairs
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tmcrv.com
This is in response to your recent correspondence on the above-mentioned retail customers. As you already know, we are always...

interested in hearing about our owners.

Thor Motor Coach has been in contact with this owner and is currently working to schedule his coach to be picked up and serviced at our local Onan service facility and our factory service facility located in Wakarusa, Indiana.

We will continue to work directly with the owner. Thank you for making us aware of this matter.

OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This unit has been in for repairs this whole summer from the start of Spring other than then the 10 days I got it back and it had to go back in. That's not even mentioning most of last summer. This is not a trustworthy product. They are just addressing repairs that continue over and over. This unit needs to be purchased back, replaced or a complete new warranty since they are just replace parts with the same parts that are known to be failing on other units multiple times.
Final Business Response /* (4000, 11, 2015/08/18) */
We are currently exercising the owners approved and scheduled repair attempt. We will continue to work with him to resolve the remaining warranty repairs.
Final Consumer Response /* (3000, 20, 2015/09/04) */
08/20/2015 Consumer Rebuttal sent this date- perceived as more information from consumer, now forwarding to the company to address.
(The consumer indicated he/she DID NOT accept the response from the business.)
I see that Thor can't even respond to the Revdex.com on time. Nor are they giving a satisfactory response. They just state that they are repairing the unit. They are not addressing the fact that from the day we bought this unit it has been unusable and in for repairs most of last summer, and this summer it's been even worse. We have only had the unit back from Thor 10 days since May 1st. Now it's been there being repaired again for the past 3 weeks. I have in emails that they are very booked for repairs and my unit is fill in work. I have been informed that they are installing a big ugly box on the bottom of the generator that pokes out the side of the coach to solve a generator heat problem. I would not have purchased this coach with this ugly site. It also hinders the access to change the oil on the generator. They have replaced items that have failed with the same poor quality items. I have names of two other owners that have informed me that some of these items have failed multiple times for them, too. Thor does not care that we have spent a great deal of money on this unit and it has sat broken for two summers. It takes two months to get a service appointment with them when your unit is broken. The fact that they are that back logged on repairs should tell you something about how well their products are holding up. There are only three ways for this to be settled. 1. They purchase it back. 2. They replace it with another unit. 3. They start a new year's warranty from the day we get the unit back. In addition a 2nd year of warranty after that to compensate us for all we have gone through. Option 3 is to protect me from their repairs that fail over and over. After all if the repairs are done properly and with quality parts then option 3 should cost Thor nothing. Something the Revdex.com and Thor should think about. How would you like to spend 5 times the price of a car and hardly be able to use it for a year?

Initial Business Response /* (1000, 5, 2016/04/18) */
As you already know, we are always interested in hearing about our owners. Thor Motor Coach takes pride in its product and considers all customer comments to be very important.
It is our understanding Mr. [redacted] has been working with...

[redacted] a Thor Motor Coach warranty representative to get his warrantable concerns addressed.

Initial Business Response /* (1000, 5, 2017/09/18) */
As you already know, we are always interested in hearing about our owners.
We have been in contact with Mr. [redacted] directly and will continue to work with him to ensure that any remaining warrantable items are handled appropriately. If at...

the end of the warranty period there are any further issues, we can revisit them at that time.
Initial Consumer Rebuttal /* (3000, 7, 2017/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As we have explained in great deal to Thor, we do not accept receiving a product which had existing damage, which was not disclosed to us. We bought this motorhome certified as "new". No defects were disclosed. Yet afterward we discovered that there had been a water leak for some unknown amount of time. There may already be mold growth present from this pre-existing condition. We do not accept a vague promise to "revisit" problems later. We are requesting either (a) an extended warranty of a minimum of five years for Thor to completely bear any cost related to future occurrence of this leak or any mold growth that results from it, or (b) exchange the defective motorhome for a new one with the same specifications.

Initial Business Response /* (1000, 8, 2015/08/27) */
As you already know, we are always interested in hearing about our owners.
We will contact the owner directly and work with Mr. [redacted] to address his outstanding warrantable concerns.
Thank you for making us aware of this matter....


Final Business Response /* (1000, 22, 2015/09/22) */
Contact Name and Title: Consumer Affairs
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tmcrv.com
We have been working with the retail directly to handle their warrantable concerns. Thank you for making us aware of this matter.
OFFER:

Initial Business Response /* (1000, 5, 2017/10/03) */
As you already know, we are always interested in hearing about our owners.
We will contact Mr. [redacted] directly and will work with him to ensure that any remaining warrantable items are handled appropriately.
Initial Consumer Rebuttal...

/* (3000, 7, 2017/10/06) */
Revdex.com Complaint Case# 26072150 (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
At this time, the issue has not been resolved. Yes, I did receive a phone call from Thor Motor Coach but we haven't come to any resolution. I have found out the company who makes the defective product is [redacted] According to the Thor representative, she will be contacting [redacted] to find out if there is a solution to the problem. I did inform her I was having problem with the bottom shelf of the cabinet, that's why I included a picture for the Revdex.com. Again, this is a 2018 motor home and the cabinetry is falling apart. Sorry I don't have pictures of our THREE defective doors. I did ask if Thor Motor Coach would be willing to pay for a cabinet maker to replace the whole system. She said they would not do this, they would go by the warranty. The warranty doesn't help us because the particle board will continue to be problems for as long as we own this motor home. Once again, our motor home has been brought back to [redacted] of Cedar Falls waiting for the three doors to arrive. The shipping of parts has taken a long time, around three to four weeks. Personally, I have no ill will against Thor, I just want our motor home to be fixed so we can enjoy it.
Thanks!
[redacted]
Final Consumer Response /* (4200, 11, 2017/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When any individual spends $110,000 for a 2018 RV, everything should be perfected. Why would anyone accept a product which is defective? Why would anyone agree to nothing better than the best? The material used to make the cabinetry has been made of defective material by Patrick Industries. There is no reason why the cabinet doors/cabinet should fall apart. We keep on hearing that Thor Motor Coach will only accept the warranty but not fix the PROBLEM. Maybe it's time to file a complaint against[redacted]. They are the company which supplies the product. Someone needs to be responsible for a product which is defective. Again, please notice how the material is peeling away. What's not to say this problem will continue to happen. My wife and I should not have to keep on bringing our RV back to the repair shop all of the time. WE ARE LOSING OUT ON OUR TIME TO ENJOY OUR RV.
Final Business Response /* (4000, 13, 2017/10/23) */
As we previously stated, we respectfully decline his request. His cabinetry concern is not a warrantable issue, but a design modification request.

Initial Business Response /* (1000, 5, 2017/10/03) */
As you already know, we are always interested in hearing about our owners.
We will contact with Mr. [redacted] directly and will work with him to ensure that any remaining warrantable items are handled appropriately.
Initial Consumer...

Rebuttal /* (3000, 7, 2017/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have heard from Thor regarding the repairs. They have not given us a definite date when they will send their tech to Campers Inn in Atlanta to make the repairs. Until these repairs are made, we would like to keep this complaint open.
Final Consumer Response /* (3000, 15, 2017/11/06) */
We are disappointed that this case has been closed based on the business stating that the problems had been resolved. The many problems have not been resolved. As a matter of fact, we have been in contact with Michael [redacted] at Thor last week with the hopes Thor was ready to begin with the repairs. He knew that we were going to be out of the country for 2 weeks and told us that he would be working on it. Now that we are back, nothing has been scheduled and we have not heard from him for almost a week.
We have been unable to camp for 2 months because we have been waiting for a service date from Thor. We are requesting that you reopen this file. As we have stated earlier, we want a full refund of our purchase price since Thor is delaying making the repairs. Thank you.

Initial Business Response /* (1000, 5, 2016/08/23) */
As you already know, we are always interested in hearing about our owners.
There was a miscommunication regarding our field technicians arrival date. He was to arrive August 1st, 2016 and perform repairs on August 2nd. The customer declined...

his presence on the 2nd.
However, Thor Motor Coach is still interested in resolving Mr. Longs current warrantable concerns. We ask that he contact [redacted] at (XXX) XXX-XXXX or by email at [redacted]@tmcrv.com and advise when the coach can make the coach available to his selling dealer, Leo's RV for repairs.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A copy of the email confirming the scheduled & confirmed appointment on August 1st is attached as well as documentation that we were willing to bring the vehicle back in on August 2, 2016.

At this point we are still requesting a refund and action persuant to the Magnuson Moss Warranty Act, the Maryland Lemon Law and the UCC.
Final Consumer Response /* (4200, 39, 2016/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent out a technician to complete a list of outstanding items however only a portion of those items were taken care of. Now they are saying that I have to get in touch with my extended warranty company about my windows that they told me they would cover. I am also waiting on an extended warranty that I was told I would receive after the work was completed. Again all items have not been resolved as per agreement.
Final Business Response /* (4000, 41, 2016/11/11) */
We will continue to respond directly to the owner regarding their concerns. Thank you again for making us aware of this matter.

Initial Business Response /* (1000, 5, 2017/05/03) */
As you already know, we are always interested in hearing about our owners.
We will contact Ms. [redacted] directly and will work with her to ensure that any remaining warrantable items are handled appropriately.
Thank you for making us...

aware of this matter.

Initial Business Response /* (1000, 5, 2016/06/23) */
As you already know, we are always interested in hearing about our owners.
All warranty repairs have been completed and the expenses Mr. [redacted] is seeking are excluded from Thor's Limited Warranty.
We will contact Mr. [redacted] directly...

to address this matter.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Lake View ** XXXXX
Revdex.com OF NORTHERN INDIANA
Attn: Complaint Resolution Department
[redacted]
Fort Wayne IN XXXXX

P. 1


Re: Revdex.com Case ## XXXXXXXX
2014 Thor ACE EVO 30.2 RV
Manufactured by; Thor Industries, Inc.
Sold thru: Camping World RV Centers, Hamburg, NY
Dear Sir/Madam:
This letter is in regards to a complaint previously filed. This matter has not been resolved as of
yet, the day that I submitted my original complaint was after a conversation I had with Mr. [redacted] in
which he stated that statute of limitations has already expired regarding these items and they feel that
by giving me four months' worth of payments [redacted] and mileage to and from the factory [redacted]
totaling [redacted] is fair compensation for all the lost time I had with this coach.
I could understand if this coach was used or was a demo model, but I bought this brand new and
to have this many problems on something brand new, is ridiculous. Thor's statement that they sell a
"quality product", I would have to disagree, if so, where is it. Mr. [redacted] told me on June 21st, 2016,
that the dealership should have inspected this coach before accepting it, and that the statute of
limitations has expired on the various items contained in my complaint. I ask you, is that something a
person who just spent [redacted] on coach wants to hear? Mr. [redacted] and Mr. [redacted] have told me
several times that I could have used the coach through this time in question, but I did not control when
the work was being done or completed. These dates July 24th thru July 30, 2014, August 2nd, 2014 thru
August 30th, 2014, October 1st thru the October 22nd, 2014 (it went back to the dealership the same
day due to things not being repaired and I didn't get it back until February 3, 2015), This was due to the fact that
Thor's parts warehouse was changing location and everything was on back order (there was 65 items)
some of the items were cosmetic but in what stage of repair were they? I don't know I was never
informed.


P. 2


It seemed every time I used it something else would break. On June 2nd, 2015, it went in again
for the TV's not receiving a signal (the cable broke in the slide out) and the rear hydraulic jack was
leaking fluid all over my drive way. I was told after it was in the shop, that the jack was on back order and the cable was ordered.
Now into July 20th. 2015, a loud rattle and squeaking noise developed in the dash and a high pitch
whistle from the front windshield was heard on our way back from camping, the manufacturer stated, it
was normal wind noise, but a high pitch whistle is not considered "normal" wind noise. It's an indication
of a failed seal. The repairs were completed around the end of July 2015. (During this time the shop
picked up and dropped off the coach through all of this).
In August 2015, we used the coach It seemed to be fine on the drive out. On the way back
home the whistle noise and squeaking had gotten so bad that we couldn't even drown It out using
the radio. On August 28, 2015 the coach went back into the shop where they tried to located the
problems, the shop kept trying different things to fix it, after all the options were exhausted; they
determined the coach had to go back to the factory to find out what was causing these issues. From
here it was up to Thor to schedule pick up time and make repairs. After several delays due to Thor
scheduling, the coach went out in January 2016 was repaired and returned, or so I thought. The service
manager from Camping World, [redacted] received the coach and spoke with the transporter in
which he stated that it was the loudest coach that he has ever driven, evidently the coach was not
totally repaired at the factory. At this point I was total disgusted with the camper and wanted to get rid
of it.
I spoke [redacted] the service manager of Thor Warranty in February 2016, he wanted to send their service Rep. Mr. Henson Adams to the shop to test drive the unit with me to find out exactly what the problem was but he was not available and I would have to wait and setup a time. I met with him around the
beginning of May 2016, after 10 minutes of looking at the coach It was determined that the front
windshield was not sealed properly during the assembly process, he also stated that other coaches
during this time frame had experience this problem and ask the shop to order the sealant to properly
seal the front Windshield.
So around the beginning of June 2016 is when I received the coach back home, but I am still
waiting on parts that were damaged when it went to the factory for repairs. The total time my coach has been in the shop is 523 days. This ordeal has totally turned me off from any of Thor Industries products, I have tried to get some type of compensation from Thor that I feel would be fair on June 23th, 2016; I placed a call to Mr. [redacted] with an offer but have not heard back him or anyone else.

P. 3
My initial offer was:
Total Months, Approximately 17.5 months @ $ [redacted] = $ XXXXX.50
Mileage $ 0.XX (XXXX) XXX miles to Factory and back
Mileage $ 0.54 around Hamburg Back and forth to shop 137 miles for repairs. (readjusted)
Loss family time and aggravation/ having to deal with this $ [redacted]
I would like my vehicle Warranted for another 2 Years.
Vehicle needs to be full of fuel, it was full when I took it in there. $ [redacted] x ** Plus detailed inside and out. for
Now I am willing to negotiate with Thor by:
Reducing the lost time down to 13 months @ $ [redacted] = [redacted]
The mileage will stay the same, $ [redacted] x [redacted] = [redacted]
One-year additional warranty case if something else breaks.
Loss family time / aggravation: will go away
Fuel option: will go away
Sincerely
[redacted]@yahoo.com
(XXX) XXX-XXXX
Final Business Response /* (4000, 9, 2016/07/01) */
We respectfully apologize our response was not satisfactory to Mr. [redacted], however our position has not changed.
He may contact [redacted] at (XXX) XXX-XXXX or by email at [redacted]@tmcrv.com to further discuss this matter.

Initial Business Response /* (1000, 5, 2017/12/05) */
First and foremost, we are sorry to hear of any inconveniences you may have experienced. At Thor Motor Coach (TMC), we strive to have satisfied owners and will work to achieve that goal with all reasonable resources.
It was our understanding...

you accepted the coach after repairs were completed, and the back wall looked good. You advised the coach would be put into storage and would do a full review once you take the coach out in April and use it.
Please rest assured we will continue to work with you, so any outstanding warrantable items are handled appropriately.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While we accepted the warranty work (because it was the only option we were given) we have clearly stated from the first discussion that we are unhappy and do not want this motor coach due to the underlying defects. This should not have been sold to us in the condition that it is in. The sales party even agreed - however did nothing about it after the fact. It has always been our clearly stated desire to return the motorcoach100% completely. We will have to wait until April to remove it from storage and see what has settled etc and if there are anymore repairs. We already know of 2 that need to be completed. We were given no other choice - and were not listened to when we told everyone that we wanted a full refund/return.
Final Business Response /* (4000, 9, 2017/12/12) */
Please feel free to contact us once you take your coach out of storage and provide a list of any warrantable repairs needing addressed at that time.
Rest assured, Thor Motor Coach stands ready, willing and able to honor our published limited warranty to the fullest extent.

Initial Business Response /* (1000, 5, 2017/06/22) */
As you already know, we are always interested in hearing about our owners.
We will contact Mr. [redacted] directly and will work with him to ensure that any remaining warrantable items are handled appropriately.
Thank you for making us aware...

of this matter.
Initial Consumer Rebuttal /* (3000, 7, 2017/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thor has refused to refund our purchase of the Motorhome. Below is a detailed list of items that are broken in this Brand New 2017 Thor Chateau 31E:
1. The Slide does not properly seal causing water to enter the motorhome. There is a 1.5 inch gap around the middle of the motorhome when the front and rear of the slide is closed. Once we drive with the motorhome the front of the slide starts to open up leaving between a 3/4 to 1 1/2 inch gap exposing the inside rail and allowing water to enter under the slide and along the front edge of the slide. The slide was attempted to be repaired by our local dealer under Thor's direction and they were able to get the slide from a 3-4 inch gap to close by a mere 1/8 of an inch leaving 3-4 inch of a gap still. Then a service guy from Thor came out to our local dealer in Shakopee and attempted to repair the slide. The slide would close in the front and back now, but left a 1 1/2 inch gap in the middle of the slide where water can enter. The slide is bowed out in the middle. The job was not properly done when the Thor representative left the local dealer. We took the motorhome out to try it and see if the slide was fixed and the slide moved out in the front once we drove.
2. The rear fiberglass on the motorhome is has a crack at the top of the stairs right where the fiberglass curves.
3. The rear fiberglass across the entire top of the motorhome is wavy and bucking and not properly secured. The entire rear piece will need to be fixed.
4. The black water cleanout sprays water inside the bathroom wall. This caused the GFI outlet in the bathroom to blow and needed to be replaced which local dealer did on June 23rd. The water leaking also filled up the cabinet in the bedroom causing the items specifically towels inside to get wet. The inside of the bathroom wall has water damage and I am not sure what the extent of the water damage is. I do know it was enough damage to cause the outlet to fail and get our cabinet wet.
5. The floor outside the bathroom right under where the water damage to the GFI outlet happened is wavy the wood under the linoleum is not flat and we are concerned that there was water damage to the flooring by the bed.
6. The shower in the bathroom leaked all over the floor in the bathroom. The shower needs to be properly sealed.
7. The wood behind the driver seat on the rear of the table bench seat is cracked and needs to be replaced.
8. The floor by the bunk beds is wavy and the wood underneath the floor is not flat. This is one of the spots that water entered the motorhome from the slide issue. The floor may have water damage to it due to the slide issue.
9. The floor under the kitchen table is wavy and not smooth like it was when we purchased the motorhome. The water entered the motorhome under this table and we are concerned that the water from our memorial day trip caused the floor to warp.
10. The Kitchen table is cracked and needs to be repaired/replaced.
11. The mud flap on the driver's side of the motorhome is not properly secured and bangs into the driers side tire. This is the same location that was worked on by the Thor representative. The mud flap has been damaged as a result of rubbing against the tire and will also need to be replaced.
12. The curtain over the table closed but will not re-open due to the windows surrounding catching on the curtain.
13. The faucet in the bathroom leaks when water is hooked up to the city water. It continues to drip and will not stop.
14. The additional roof vents on the motorhome need to be re-sealed. We replaced 3 of the vents that were installed by Thor and the double sided tape was not even removed. The quality control is horrible we had 3 vents without the proper sealing. The remaining vent's and dome over the shower to be properly sealed.
15. The toilet plugs up with little toilet paper and gets backed up. This occurred multiple times on our trip.
16. The linoleum behind the driver's seat has a whole in it where the repair guy was working and needs to be replaced or patched.
17. Inside the sewer cleanout tank all the electrical wires have fallen down and are not secured inside the compartment this needs to be fixed.
18. Under the middle of the slide there is a cavity exposed right into the motorhome. There is no seal into the motorhome and you can see right into the components of the motorhome. Water can go right into the motorhome and directly to the floor boards under the table. The same location where under the table we are seeing it wavy now.
Items previously broken and fixed by the local dealer.
1. Kitchen sink would not drain water pooled up in the sink.
2. Outside rear storage compartment leaked water all over our items due to the manufacturer not properly installing the door and seal.
3. Hydraulic fluid leaked all over the ground on our driveway on first use.
4. Exterior outlet was loose and not secure.
5. Electrical outlets failed to work dues to a bad GFI outlet in the bathroom.
6. Multiple trim pieces in the motorhome were loose or falling off around the slide.
7. The trim outside the drivers door fell off and had to be re-attached.
8. Fresh water fill is not fully connected.
9. Both drivers side and passenger side seat leather is loose
10. Battery compartment latch does not stay locked. When someone step on it pops open.
11. Upper doors pop open when driving behind the passenger seat.
The issues we have been having is completely unacceptable for a Brand New Motorhome. The damage, loss of use, and long term value loss is beyond excuse from Thor to have sold this motorhome. This RV is a total lemon and should be taken back by Thor. We are concerned about mold growth, additional structural issues as a result of multiple places of water entry and the manufacture defects and subsequent fix attempts. It is very poor business practice to sell a total lemon and not refund a buyer once all the issues have been brought to them and they have seen the issues first hand and even attempted repair multiple times. We purchased a new motorhome so we would not need to deal with major issues, instead we ended up cancelling most of our summer trips with our family... Summer is only a couple months long in Minnesota. We spent an enormous amount of money on this Motorhome and are extremely disappointed at the total disrespect and disregard for the consumer.
Final Consumer Response /* (3000, 16, 2017/07/25) */
We have been waiting on Thor since June 27th 2017 to send a service tech to repair the motorhome. We are still waiting and getting the run around for a month now from Thor. Thor has refused to refund our money and has also not fixed the RV at our Local RV Dealer in a timely manner. We have missed multiple trips while the RV sat at the dealership waiting for Thor to show up and they have still not shown up to fix the RV.
Items still awaiting repair.
1. The Slide does not properly seal causing water to enter the motorhome. There is a 1.5 inch gap around the middle of the motorhome when the front and rear of the slide is closed. Once we drive with the motorhome the front of the slide starts to open up leaving between a 3/4 to 1 1/2 inch gap exposing the inside rail and allowing water to enter under the slide and along the front edge of the slide. The slide was attempted to be repaired by our local dealer under Thor's direction and they were able to get the slide from a 3-4 inch gap to close by a mere 1/8 of an inch leaving 3-4 inch of a gap still. Then a service guy from Thor came out to our local dealer in Shakopee and attempted to repair the slide. The slide would close in the front and back now, but left a 1 1/2 inch gap in the middle of the slide where water can enter. The slide is bowed out in the middle. The job was not properly done when the Thor representative left the local dealer. We took the motorhome out to try it and see if the slide was fixed and the slide moved out in the front once we drove.
2. The rear fiberglass on the motorhome is has a crack at the top of the stairs right where the fiberglass curves.
3. The rear fiberglass across the entire top of the motorhome is wavy and bucking and not properly secured. The entire rear piece will need to be fixed.
4. The black water cleanout sprays water inside the bathroom wall. This caused the GFI outlet in the bathroom to blow and needed to be replaced which local dealer did on June 23rd. The water leaking also filled up the cabinet in the bedroom causing the items specifically towels inside to get wet. The inside of the bathroom wall has water damage and I am not sure what the extent of the water damage is. I do know it was enough damage to cause the outlet to fail and get our cabinet wet.
5. The floor outside the bathroom right under where the water damage to the GFI outlet happened is wavy the wood under the linoleum is not flat and we are concerned that there was water damage to the flooring by the bed.
6. The shower in the bathroom leaked all over the floor in the bathroom. The shower needs to be properly sealed.
7. The wood behind the driver seat on the rear of the table bench seat is cracked and needs to be replaced.
8. The floor by the bunk beds is wavy and the wood underneath the floor is not flat. This is one of the spots that water entered the motorhome from the slide issue. The floor may have water damage to it due to the slide issue.
9. The floor under the kitchen table is wavy and not smooth like it was when we purchased the motorhome. The water entered the motorhome under this table and we are concerned that the water from our Memorial Day trip caused the floor to warp.
10. The Kitchen table is cracked and needs to be repaired/replaced.
11. The mud flap on the driver's side of the motorhome is not properly secured and bangs into the driers side tire. This is the same location that was worked on by the Thor representative. The mud flap has been damaged as a result of rubbing against the tire and will also need to be replaced.
12. The curtain over the table closed but will not re-open due to the windows surrounding catching on the curtain.
13. The faucet in the bathroom leaks when water is hooked up to the city water. It continues to drip and will not stop.
14. The additional roof vents on the motorhome need to be re-sealed. We replaced 3 of the vents that were installed by Thor and the double sided tape was not even removed. The quality control is horrible we had 3 vents without the proper sealing. The dome over the shower will need to be properly sealed.
15. The toilet plugs up with little toilet paper and gets backed up. This occurred multiple times on our trips.
16. The linoleum behind the driver's seat has a whole in it where the repair guy was working and needs to be replaced or patched.
17. Inside the sewer cleanout tank all the electrical wires have fallen down and are not secured inside the compartment this needs to be fixed.
18. Under the middle of the slide there is a cavity exposed right into the motorhome. There is no seal into the motorhome and you can see right into the components of the motorhome. Water can go right into the motorhome and directly to the floor boards under the table. The same location where under the table we are seeing it wavy now.
19. Water pump is failing and sounds like the gears are bad.
20. The Awning is wired wrong. In and out are flipped backward.
21. The wall by the bathroom door is coming apart.
22. The wall between the bathroom and the bedroom is coming part.
23. Around the door the motorhome is not sealed from the outside you can see day light from inside the motorhome.
24. The frame is already starting to rust above the wheels in the wheel well. The frame holding the floors in the motorhome are starting to rust.
25. Hooks for holding jacket are loose and do not appear to be attached to anything.
26. The air conditioning does not work properly. AC ran for 5-6 hours and the RV as 82-83 degrees inside. Multiple vents on the ceiling do not have any air flow.
27. The Motorhome is overweight the RV portion of the Motorhome exceeds the max load rating of the frame from Ford. The GVWR is 14,500 pounds. When weighted at a certified CAT scale the motorhome weighs in at 16,080 pounds over 1,580 pounds over the limit. The rear axle is rated at 9,600 pounds but when weighed on the scale it came in at 11,160 pounds. The rear axle is 1,560 pounds overweight.
Items previously broken and fixed by the local dealer.
1. Kitchen sink would not drain water pooled up in the sink.
2. Outside rear storage compartment leaked water all over our items due to the manufacturer not properly installing the door and seal.
3. Hydraulic fluid leaked all over the ground on our driveway on first use.
4. Exterior outlet was loose and not secure.
5. Electrical outlets failed to work dues to a bad GFI outlet in the bathroom.
6. Multiple trim pieces in the motorhome were loose or falling off around the slide.
7. The trim outside the driver's door fell off and had to be re-attached.
8. Fresh water fill is not fully connected.
9. Both drivers side and passenger side seat leather is loose
10. Battery compartment latch does not stay locked. When someone step on it pops open.
11. Upper doors pop open when driving behind the passenger seat.
We are extremely disappointed in the quality and service of the Thor Motorhome and the Thor warranty support.
Final Business Response /* (4000, 21, 2017/08/10) */
We have been communicating with the owner and he will be bringing his coach to our factory service center located in Wakarusa, Indiana for repairs after his planned trips. He has shared a date of August 21, 2017.

Initial Business Response /* (1000, 5, 2017/12/18) */
First and foremost, we are sorry to hear of any inconveniences Ms. [redacted] may have experienced.
This coach was purchased used and it was sold with no warranty provided by Thor Motor Coach. We have advised Ms. [redacted] there were no complaints...

of the current issue during the original owners warranty period.
At this time, we must respectfully decline her request. If she should have any further questions or concerns, please contact our Customer Service Department at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless of prior owner, the counter was installed improperly during assembly resulting in an unsafe cooking environment. Prior owners never used the stove top to have known. Warranty does not matter in a safety issue. Thor won't even inspect and persistent automatic denials. Poor quality and sad that Thor refuses on all fronts.

My Thor aria is a 2018. Vin # 4[redacted] All I want is an extension on my warranty. It has been in the shop for 4 months on a one year warranty. When I get it back from golden gate trailer rv I don’t know if or when it will break again before may. I have used the rv maybe 3 times and every...

time I use the rv something else breaks. Thor has said they will not extend the warranty by lest say 2 months. I have called the factory and talked [redacted] and other people. All have told me they a problem with quality control at the factory. Call for your self and see.