Complaint Review: KZ RV

BBB Consumer's Original Complaint :

Purchased a new 2012 KZ Spree Ultra Light 281BHS and it has been nothing but problems. KZ customer service non-responsive.

After nearly 21 years of service to our great nation I had been medically retired so as I recover I get to spend some quality time with my family getting out and camping. So we went to a local dealer and purchased a new 2012 KZ Spree Ultra Light 281BHS. We bought the RV with the assurance that I was purchasing the best money can buy and that KZ stands by their product 100%. I was fully educated from the dealer and RV online forums about care and "do's and do not's" with my new travel trailer so I purchased all the extras prior do my families first journey. I purchased anti sway bars, water filter, water flow control valve, so for and so on..... I enrolled and became a member of RV organizations such as Good Sams and KOA. Before I went on the road with the RV I always did a complete inspection to insure safety and proper operation of the RV for the best camping experience.  I was very excited to finally get on the road with my family for some camping fun. 

Then the problems started 

We made 3 trips with this RV and it has been one problem after another. On our first trip all the water connectors on the kitchen sink, toilet, and outside spay hose leaked and had to be replaced. One our second trip I had to replace interior light bulbs and one of the dinning couch lining supports broke with very little pressure applied.  After our third trip I noticed a 2.5 to 3 in crack developing on the bottom outside wall of the side out support, this was fixed under warranty and I was told that it was a "bad weld in the FRAME by the manufacture".

So here I am about to start our fourth trip which happens to be our 20th wedding anniversary, and as I am preparing our KZ Spree RV it starts to rain. As my wife and I are inside the RV putting a few essentials in the cabinets we noticed the side out is not preventing any water from coming inside the trailer itself. I mean its leaking from the bottom of the side out horribly, so I immediately close the side out to prevent further water from getting it, and using several towels to soak up the pooling water that got in to prevent any water damage. So we unpack and canceled our scheduled trip. I do not know where the failure is. We took it to the dealership and they did a great job in trying to find the issue (awesome customer service) a broom was found behind the side out and was removed this being something that we did I understand but all seals were inspected and found to be intact and free of any damage so we now go back to a faulty RV for a failed weld in the frame. Is the frame now warped and not trued to square, Is it more then a crack that was from the "failed weld" that was repaired? I do not know but the RV is no longer covered under warranty and extended warranty plans from companies such as Good Sams do not cover theses kind of things.

 The dealership in which I purchased the RV from was excellent and has done everything in their power to make things right however I sent a email to KZ about all these concerns and have received absolutely nothing in return in regard to communication. Nothing from KZ about rectifying the issue at all. Honestly there is no excuse, no offer to fix it has been made which tells me that KZ does not stand by their product and they are turning a blind eye to a problem that occurred while this particular RV was being manufactured. 

We have taken great care of the RV and it is in show room condition, minus the small patch covering the "Failed weld". The factory tires are still in somewhat new condition. So its 100% not from lack of care and treatment on our part.  

Consumer's Desired Resolution:

"Like all families, KZ's is unique. Each element of KZ's RVs are either built by regional craftsmen or carefully selected from a proven source. KZ is committed to building RV's with the same quality they would want for their families. This philosophy alone has influenced every step in the production process. No wonder KZ's retail customer and dealer satisfaction are among the highest in the industry."For starters be true to the above quote as stated on their web site. I am asking for them to take this particular RV back to their "research and development team" to get a real good look at it and find out what went wrong and what they can do to eliminate the problem from happening in the future, while doing so give me a refund of the purchase price or provide me with another RV at the same value of the time of purchase. This would be the responsible action by a company that "stands by their product"

 BBB Processing 

07/30/2014          web    BBB     Case Received by BBB

07/31/2014          slf      BBB     Case Reviewed by BBB - Member

07/31/2014          Otto    EMAIL  Send Acknowledgement to Consumer

07/31/2014          Otto    MAIL    Notify Business of Dispute - Member

07/31/2014                    BBB     MORE INFO RECEIVED FROM THE BUSINESS : Mr. Hill,  Please provide some additional information so I can effectively address your complaint.  The vehicle identification would be most beneficial, along with the selling dealer name.  Thank you   Delbert Miller

08/01/2014          slf      BBB     BUREAU COMMENT : Email from the company see additional information, please provide Vehicle ID.

                        Mr. Hill,  Please provide some additional information so I can effectively address your complaint.  The vehicle identification would be most beneficial, along with the selling dealer name.  Thank you   Delbert Miller

08/12/2014                    BBB     MORE INFO RECEIVED FROM THE CONSUMER : Sir,

                        Purchase date May 9 2012 (used 3 times sense that day)

                        Purchased from Good Time RV http://goodtimervrepair.com/rv/

                        Cracked frame and body work 2 March 2014 "failed weld by manufacture" (still under manufacture warranty)

                        Returned for leak fix in side out July 2014 , no paper work was done thinking it was a simple fix (as mentioned about the broom). Side out and Seals inspected no damage or faulty seals found, Still leaks.....

                        Sent an Email to xx@kz-rv.com and xxxxxxxxxxxxxx@kz-rv.com 19 July still no response

08/12/2014                    BBB     MORE INFO RECEIVED FROM THE CONSUMER : RV VIN   xxxxxxxxxxxxxxxx

                        The Good Time RV Dealership is top notch in customer service, I've never had an issue with them and will continue to be a customer to them. But I should not have to continue to take my RV to any dealership for repairs due to manufacture issues, not one thing has occurred due to neglect on our part. 

                        I will be happy to provide photos, scan documents for the repairs, and any other information requested.

08/18/2014          OttO   BBB     No response to first notice to member

08/18/2014          OttO   EMAIL  Consumer - Have You Heard From the Company

08/18/2014          OttO   MAIL    Reminder of Dispute to Business - Member

08/18/2014                    BBB     MORE INFO RECEIVED FROM THE CONSUMER : I have not received any communication from KZ RV of any kind.

08/26/2014          OttO   BBB     No Response received from Business on 2nd Notice

08/28/2014          slf      BBB     PHONE CALL/TIME EXT/CERTIFIED LTR : Delbert was out of the office and catching up, he apologized for the delay. I resent the email of the case and he will be responding as indicated.

08/29/2014          WEB   BBB     RECEIVE BUSINESS RESPONSE : Contact Name and Title: Delbert Miller V P Corpor

                        Contact Email: xxxxxxx@kz-rv.com

                        Based on the file information and customer information, I would like to schedule a trip to personally inspect the vehicle and meet with the consumer.  Please advise where the unit is located and any special instructions about when an appropriate time (day of the week/time of day)to schedule the inspection.  Delbert

                        OFFER:

09/02/2014          slf      EMAIL  Forward Business response to Consumer

09/05/2014          WEB   BBB     DISPUTE RESOLVED- WITH LETTER : (The consumer indicated he/she ACCEPTED the response from the business.)

                        After receiving and Email/Notice from the BBB I responded VIA Email on Sept 1st to both BBB and Mr. Miller of KZ with my contact phone number to make arrangements as per their offer and as of today 5 September I have yet to receive any communications with KZ regarding this issue.

09/05/2014          OttO   MAIL    Inform Business - Case Closed RESOLVED

09/05/2014          OttO   BBB     Case Closed RESOLVED

09/16/2014                    BBB     MORE INFO RECEIVED FROM THE CONSUMER : As of September 16 I have yet to hear anything from KZ RV or Mr. Miller at all. KZ and Mr Miller have my contact information and has been sent to them as well at my contact information being with the BBB. I am now convinced that KZ and Mr Miller will not honor what they had mentioned in the BBB report that they would do to help rectify the issues at hand. All of this information will be gathered and will be shared with every single RV manufacturer, RV/ Travel web site, and every travel club that is available to the public. This is poor business practice, poor customer service, and a poor product . If anything I have learned from this is to do a lot of research of manufactures and look closely at customer reviews of all products as I hope that mine will help others..... A sad day for another consumer....