ComplaintsforCasita Enterprises, Inc.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a disabled vet, honorably discharged from active duty in 2022. Recently I drove from OR to ** to pick up my new 2024 Casita, arriving 13MAR. The night of pickup, when I arrived at my campground 24 miles away from **** the night before heading home, I noticed when using the toilet for the 1st time a deep crack in the fiberglass surround obscured by a vent pipe. Casita was closed for the week of spring break. I could not afford to stay in ** waiting for them to reopen due to Dr's ***** back home. I was not concerned; Casita assured any problems would be satisfactorily repaired in the vicinity of my home. I contacted Casita 25MAR. At their request, I sent photos of damage timestamped 14MAR. No response until 10 days later (03APR). I responded, then didn't hear back. I sent follow-*** 08APR, 12APR, and a voicemail all of which were not responded to. I finally got a call on 16APR asking me to obtain a repair quote. I am somewhat remote and it took research to find two reputable fiberglass technicians in my area. I let Casita know on 30APR that I had found a reputable technician. Casita ignored my requests for amplifying structural/repair info my technicians requested. ***** at EarthCare Collision, who agrees to be reached for his evaluation of the damage at **************) was booked out until 15MAY. Upon physical inspection he refused to repair for less than $5000, stating that the damage would grow with time and use and was wholly inexcusable for a brand new trailer and should be replaced. The same day, I went to the only other reputable technician in the area (*** at ******) who, despite wariness, would do the repair for $819.95. Casita rejected the quote as "too high". I was an aircraft technician; I know what it takes to structurally repair fiberglass. 4 hours is far more than reasonable for this kind of damage. Evaluation by two professionals agree. Casita is being unreasonable and dishonorable, wasting the valuable ************** of everyone involved.

  Business response

  06/04/2024

  Dear Mr. ************************************* you for reaching out and we apologize for any inconvenience that you have had. Upon review by upper management, ************** did not get approval prior to getting work done on his camper but due to the lengthy process of approval in this particular situation we have decided to give ************** a full refund for his warranty claim. 

   

  We wish Mr. ***** the best of travels with his trailer!

  Customer response

  06/05/2024

  Complaint: 21759249
  
  I am rejecting this response because:
  
  Casita/********, 
  
  Your response here at BBB is categorically false on both assertions and also contradicts what you just sent to my private email. I regret that things have needed to become this complicated, it would have been much easier if Casitas default were to simply take care of their customers and process their claims in a timely and satisfactory manner, yet here we are. I will not be returning phone calls because they cannot be documented. 
  
  Firstly, in addition to Casita's unsatisfactory response already outlined in my initial BBB complaint, now you/"upper level management" of Casita are erroneously accusing me, the customer, of violating the terms of the warranty agreement I signed (I have copies) by allegedly having an unauthorized repair performed on my new travel trailer. This is simply not true. To be clear: no repairs whatsoever have been performed on my trailer. I have followed Casita's warranty procedures to a T, and my complaint above outlines what Casitas unsatisfactory response has been to my ******* efforts in that regard.
  
  To recap my initial complaint for clarity: at Casitas explicit direction following initiation of my warranty repair request on Casitas website on 24MAR, I sought inspections and opinions from two highly reputable fiberglass technicians in my area who graciously provided them at no cost. I acquired a written *quote* (see attached quote in initial BBB complaint) from the less expensive of the two professionals and sent it to Casita for prior authorization at their explicit request and in accordance with Casita's warranty agreement. Throughout this process, with Casita either taking days, sometimes up to 10 days to respond or even outright ignoring my various emails/phone calls requesting assistance and amplifying information on behalf of my technician (see attached evidence in initial BBB complaint), Casita also ultimately rejected that quote, and even called my technician to ask him to reduce the amount of time quoted from 4hrs to a mere 2hrs to perform a complex fiberglass repair that will almost certainly exceed even the 4hrs quoted if performed properly; especially when factoring in the time my technician has already graciously put into setting up an appointment with me, performing the physical inspection, and calculating the quote. To his credit, my technician refused to jeopardize the integrity and quality of his work and stood by the 4hr estimate to perform the repair, which Casita rejected anyway. Since the quote was rejected by Casita and because the technician also requires matching gel coat directly from Casita in order to properly perform the repair (which Casita has already agreed to but has not yet sent, see attached emails in initial BBB complaint), *no repairs whatsoever have been performed on my trailer.* I havent even moved/used it because I am afraid that jostling down the highway will worsen the factory damage in question. This has drastically hampered my plans for the foreseeable year. 
  
  Keep in mind, this is nothing to say of the first reputable technician (***** at *********** who, following physical inspection, refused to touch the trailer for less than $5k and felt Casita owed me a new wet bath surround, and who has also agreed to be reached by phone (as stated in my initial complaint above) to reiterate his professional opinion to whomever it concerns. 
  
  I already provided Casita with contact info for both technicians I approached, including the one who provided the quote in question (*** at PenPac). That no repairs have been performed could easily have been confirmed by reaching out to them directly rather than erroneously accusing me of violating the warranty agreement. If that still will not suffice, I have also attached a time-stamped photo taken today of the yet-to-be-resolved factory damage in question. 
  
  Second, in addition to Casita erroneously accusing me, the customer, of warranty violation and continually trying to pin responsibility on me for factory damage that is clearly Casitas responsibility to satisfactorily correct, Casita/******** are sending me contradictory and seemingly coercive messages when it comes to potential resolution. Here on BBB, Casita/******** said;
  
  Upon review by upper management, ************** did not get approval prior to getting work done on his camper but due to the lengthy process of approval in this particular situation we have decided to give ************** a full refund for his warranty claim.  
  
  Erroneous accusation notwithstanding, at the same time I received the above BBB response, I also received the below response via private email from Casita/******** that contradicts their official BBB response; 
  
   "I have approved the bill for repair even though the warranty policy procedures we not followed.  In exchange we asked you to remove any all all unfair posts you have made online about our company, once this has been completed we will reimburse you for the repairs that were not authorized. 
  
  Which is it? Casita's warranty is not contingent upon my fair and honest online reviews about my experience with Casitas customer support thus far and even if it were, that contingency would be a flagrant violation of the Consumer Review Fairness Act (CRFA) and legally null. The fact that Casita/******** is even attempting to coerce me into doing so at the expense of my warranty repair is likely a violation of CRFA, and shady at best. 
  
  I am not agreeing to anything at this point. The most Casita can hope for is that by (hopefully) stepping up and making this situation right and whole once and for all is that I, the customer, *may* at my own discretion go back and positively edit/update my online statements reflecting their handling of the matter from here, but only after complete and satisfactory resolution. That still hasn't happened yet. That is up to you, Casita; give me something good to say about you going above and beyond to rectify this situation. Keep in mind that I have at least two other warranty repairs that need performed on my brand new trailer, and that I will expect to not have to go to these lengths again in order for Casita to step up and make those warranty repairs right as well. 
  
  Additionally, Casita needs to acknowledge that a quote is just that; a quote. There exists the possibility that my technician may end up taking even longer than the quote anticipates to properly perform the repair depending on what he encounters during the repair. The final bill could be more than the quote. I fully expect to be reimbursed in that case for the repair(s) as well. 
  
  I am an honest person. ********, go ask ********************* in Sales. Casita completely forgot to charge me for a sway brace installation and as soon as I realized Casita had forgotten to charge it to my final bill, I called him immediately from my first campsite and insisted on paying for it in full. ***** said he appreciated my honesty because if I hadnt called, Casita would have completely missed it. All I have ever wanted since the beginning is for Casita to treat me as a valued customer, with the same type of integrity which I have treated them. I'm still waiting. 
  
  ***********************;

  Business response

  06/10/2024

  Dear Mr. ********************* apologize for the confusing and conflicting information. It appears that our management team received incorrect information and were under the impression that work on your trailer was already performed without approval from Casita which is not the case. Casita has now approved the quote for work to be performed on your trailer. This approval is not contingent on changing any reviews and was never intended to be represented as such. Our goal is to make every Casita owner happy with their trailer and to enjoy it for it intended purpose of travel. 

  We are very sorry for the experience that you have had with Casita and wish you the best of travels. 

   

  Thanks!

   

  Customer response

  06/10/2024

  If Casita will authorize my repairs not contingent upon my online reviews/statements I will take this as a satisfactory response for now. I will seek arbitration thru BBB again if I continue to encounter problems with Casita down the road on this repair or any of the other warranty repairs I will also be seeking shortly. 
  
  Lastly, I wish to communicate with Casita via email only from here on out for the purpose of documentation. Please reach out to me via email. You are welcome to leave messages on my voicemail or even text me, but I will only respond to them via email. I feel safer having email documentation of communication/statements/agreements with Casita, and at this point I believe that's a warranted concern on my part. 

  I look forward to Casita reaching out to me with an email stating the quote for repair is approved and not contingent upon my online statements. I have been keeping my fiberglass technician updated and he will likely want to see that before he'll be willing to set up an appointment for the repair to be performed. 

  As before, I am an honest person. if you guys do right by me, I will do the same by you once my warranty repairs are satisfactorily completed and I have my reimbursement checks from Casita in hand. 

  Regards,
  
  ***********************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They advertised the camper with ******** tires. When I got there it had cheap tires on it. I told the salesperson, ****** and he said they costed too much. I just drove 1300 to pick it up, so I had to take it. I contacted the company, by email, several months ago and sent them a bill for the replacement tires (********) that they were supposed to have had. It was approximately $300 for the two tires. He never responded to me. They dont want to take care of the issue. They advertise and say you want product, when you get there, they have another product on the trailer. Im not happy and thats not fair and they will correct it. Something has happened to the Casita. If this is not corrected, I will go through ********* and all the other Casita blogs that I am connected to. Tell them to resolve the problem and give me the money that they owe me.

  Business response

  04/12/2024

  Dear ****************, 

  At Casita it is our mission to provide the best fiberglass travel trailer on the market at a competitive price to be enjoyed for several years and camping seasons alike. We at Casita also try to give the best purchase experience possible for every customer and have a simple yet informative buying process that has proven to be satisfactory for thousands of Casita customers.

  With our simple yet informative process we advertise/list all components that are optional and standard with a Casita Trailer but do not list brand names, as brands can change with out notice at any time and is stated in our brochure and website (please see attached "New Brochure for 2023 Website Final", "Brochure 1 BBB", and "Brochure 2 BBB" and our website *****************************************************). As seen, a brand of tire is not advertised on our website, brochure, and/or customer paperwork (please see signed final order confirmation for ******************* "Terry_Harbes-tharbes_gmail.com" and "Aluminum Wheels Order Confirmation Harbes"). 

  Due to the fact that our sales process does not include name brands for components (specifically ******** Tires in this case), and Casita having a disclaimer in our brochure and website for material changes with out notice, and our customer paperwork not stating a branded tire we will not be refunding **************** for his decision to purchase ******** Tires after picking up his Casita Trailer.

  We apologize for any inconvenience or confusion and wish you the best of travels! 

  Customer response

  04/19/2024

  Complaint: 21539086
  
  I am rejecting this response because:
  I actually do have a copy of the receipt that states I should have ******** tires on it. And if you remember in my original letter, I had a conversation with the sales person (******) about the cheaper tires that were installed. To reiterate, he said that the other tires (********s) were too expensive, so they had to put the cheaper ones on. At that point I just drove 1300 miles to pick up the camper and I had no choice but to take it.  
   I will be picking up my camper from Storage this week and the paperwork is in it. I will get it to you. Why the company would want to lie over $250 worth of tires is beyond me.  BAD BUSINESS.   The Casita group is a tightknit community, and this is bad business for them, and they know it.  I dont know if somebody else took over the company from the past or what, but the change and not for the better.  I also have the receipt for the new tires will be given to you upon request.

  Regards,
  
  ***********************

  Business response

  04/22/2024

  Dear ****************, 

  
  Thank you for the response. As previously stated in our brochure and listed on our website, changes in our materials can happen without notice.As per Casita policy, we do not commit in writing to a specific brand of appliance or materials. Casita made the change to Rainier Tires on 1/19/23 (see "Production Change Order Rainier Tires") to all trailers being produced, which was 4 months before **************** placed his order and over 7 months before his trailer was produced. 
  Please see attached signed **** of Sale (official DMV sales receipt) stating the trailer had 15" Aluminum Alloy Wheels (no brand of tire listed). **************** was aware of the Rainier Tires at time of pick up and accepted his trailer (please see "*********************** Receipt of Paperwork"). Casita's warranty policy (please see "Casita Warranty Policy ***********************") states that Casita is only responsible for its installation and quality of materials and that appliances and other equipment that is specifically warranted by their manufacturer have their own warranty through their manufacturer which Casita is not responsible for. Casita's warranty policy also states that all warranty work must be approved by Casita before work is done.
  *************** was not granted permission to change to the ******** Tires by Casita at the time of pick up and/or anytime after. **************** made the decision to change to ******** Tires at his own will as **************** had no reported problems/defects with the Rainier Tires and did not receive permission to change to ******** Tires but did so and attempted to send Casita a bill for the new tires after the work was done which is rejected for the following reasons.

  
  1. Casita does not guarantee any type of brand for materials and/or appliances and other equipment that is specifically warrantied by their manufacturer.
  2. **************** signed and accepted his trailer at date of pick up.
  3. **************** did not file a warranty claim for the Rainier Tires with *******.
  4. ******* carries the responsibility for warranty of tires for **************** Trailer, not Casita.  
  5. **************** switched to the ******** Tires at his own free will and operated outside of both Casitas and Rainiers warranty process by not getting the work approved prior to switching to the ******** Tires.

  
  We apologize for any inconvenience and/or confusion and wish you the best of travels.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a Spirit Deluxe from Casita in August 2022. We drove from Washington down to ***** to pick it up, and paid for the trailer in full for $33,000. We winterized the trailer in the winter months. In March 2023 we started to prepare the trailer for a camping trip and we noticed mold growing in the large closet. After quickly assessing the closet, we found that the carpet near the closet floor was soaked with water. It was enough water that you could soak it up with a towel and wring it out. We reached out to Casita upon finding this issue and spoke with **** from the service department. We were told to find someone to give a quote for the water leak and to send them the quote, which we did. We were not informed that the cost to get the quote and any travel fees were not going to be covered, which we ended paying $195 out of pocket. We sent Casita the quote information and the service department called to have us send the information again. They confirmed they received the quote and stated they would call us back in 30 minutes. We did not end up getting a call back and over the course of two weeks we called the service department multiple times without any success. We then decided to reach out to the sales department to help us get in contact with the service department. **** eventually calls and stated he was on vacation for 2 weeks and that they would be coordinating with our repair guy to cover a portion of what he quoted to fix our leak. Our repair guy emails **** and myself to finalize the repair, but **** never responded. Its been over a month without any word from **** or Casita. Its been extremely difficult to communicate with Casita and to reach the resolution of our leak. We have had this trailer for less than a year, and we were not expecting to have any issues with it. We are enjoying our Casita, but are feeling like we are being mistreated and uncared for. We just want our trailer to be leak free so we can continue to enjoy it.

  Business response

  06/16/2023

  Hello, Thank you for the description of the problems that you are having. We are very sorry for any frustrations that you have had with our service department. **** is waiting on *********** to send the estimate and start work. We will cover all shop expenses for your warranty issue. Your travel enjoyment with your Casita is our top priority and hope to get this issue resolved as soon as possible!

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Casita Liberty Deluxe on Jan 11, 2023.This was our second Casita purchase (new from Casita) in two years. The first one was unfortunately destroyed in an auto accident.On the trip home to ******* with the brand new 2023 Casita we discovered several warranty items that needed to be addressed. Here's the list:-----Bad Interior Door Latch Install - The latch will not catch the cabinet to stay open.Bad Exterior Stove Vent Flapper - Left side catch will not stay latched. Bad product or install Hole in Roof - Bad Fiberglass quality control - PHOTO ATTACHED Dimple Defect Above Window on Side - Bad Fiberglass Window Install Bad - Quality Control Torn Switch Cover on ****************** Bad Level Bubble on Front - Lost all the water apparently. Bad product. After much prompting, they did address most of the issues, either sending new parts or telling me how to repair the item myself. Some worked, others did not.-----According to the service department at Casita, the hole in the fiberglass at the roof line and the dimple in the fiberglass requires a professional fiberglass technician to repair in order to maintain the warranty and reseal the gel coat. It has been over two months (today is March 18, 2023) and even after much email prompting on my part, I have not been able to get Casita to move forward on how this fiberglass roof will be repaired. I receive no status update even though they say they will get back to me. It's "radio silence" from them. Last word from them was that no fiberglass repair shop (i.e. boat repair shop) around my home area will respond to their request for this "subcontractor" work. Probably because it's too small of a job and the shop doesn't want to be bothered. The hole in the roof is a potential water leak point and until it is repaired I can't use the *** This is $32K of my money sitting there waiting for them to find a repair shop or tell me how to get it fixed.

  Business response

  03/22/2023

  Hello,

  We want to start off by apologizing for any inconvenience that the customer has faced with our product. We want to express our gratitude for their commitment to try and get these matters resolved. We also want to help remedy this situation by allowing the customer to perform the work themselves and to provide them with supplies and for them to send pictures to Casita after the fiberglass work is done. 

  Casita will warranty the fiberglass issues for one year after the date that the self performed work is finished and pictures are provided to Casita. 

  Again, we sincerely apologize for any issues and/or inconveniences that were attributed to our trailer. 

   

  Safe travels!

  Casita Management 

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me if, and only if, Casita actually performs their end of the agreement; and expedites this performance within typical business time standards. Based on past performance, my concern is the proverbial "dragging of feet" in poorly executing and/or completely ignoring promises (agreements) made; which has always been part of my complaint.
  
  Regards,
  
  *********************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a trailer in May 2021. It has a one year warranty. On May 8 22, we were preparing to leave for a trip and the electric tongue **** completely failed. It did not work manually or electrically. We had to remove it and purchase a new manual unit that day to go on our trip. I placed an online service ticket with Casita 5/8. They called, I explained what happened and they asked for my address and said they would send a replacement unit. We did not receive unit. I inquired via email and other tickets to check the status. They continued to say it was on it's way; but, once they finally provided a tracking number and I checked it, it said label was created but *** was waiting for the item. After more follow up they said they would send another one. The service person said they would send me a new tracking number. It has never been received and neither unit has ever been received. When I checked about two weeks ago the only tracking number I got still said label created/item not received by ***. It is also important to note that in all verbal and written communications they said one would be sent and did not provide any requirements of returning the old unit.I spoke with them 7/20, they were intentionally coming up with excuses not to send it. They stated new requirement that I had to send old one back. After two months in my garage and them supposedly sending one without needing it, I finally tossed earlier this month while cleaning up the garage. Then they claimed to send me multiple ones in a way that implied foul play on my side when I reminded him I had sent snip that *** never received item, then they came up with a new excuse. When I asked to speak to his mgr was on hold again for an extended time, then he said his mgr was not at his desk. He told me to call back, I said they could call me since I am customer and have not heard anything back since. Based on their actions it seems like deliberately trying to avoid honoring warranty/word to replace.

  Business response

  07/25/2022

  Hi *******, 

   

  We sincerely apologize for the confusion and the extended time it has taken to remedy your issue with the Electric Tongue ****. After gathering and reviewing the information on your situation we have decided it best to give you a full refund for your electric tongue ****. After the conversation that you had with ************************* at Casita earlier today, he stated that we are going to send your refund check for $189 to the address that you gave. Please see mailing and check information below. 

   

  ****************************************** $189, Tracking # **********************, Address **************************************************** 98014

   

  Again, we are deeply sorry for the issues that you have had and wish you the best travels. 

  Customer response

  07/28/2022

  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.
  
  Regards,
  
  ***************************

*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. ↩