This is a long review, but worth the read for your awareness.
I took delivery of a 2016 Thor Palazzo from Beaver Coach in April of this year. We were the second owner. We were told that the original owner purchased the Coach in May of 2016 and traded it in in February of 2017. That she traded it in because it was too much Coach for her to handle by herself, so she ordered a Sprinter Coach.
There was just shy of 1 month left on the factory warranty so my wife and I planned a trip to work out a list of any warranty issues because the previous owner only put 500 miles on the unit. Our salesman knew exactly what our plan was and told us that was a great idea. We also informed the business manager of this plan while doing our paperwork.
We took a trip from Oregon down to Monterey, CA. Spent a week in the Coach and put about 1500 miles on it. Returned home with a list of about 10 things or so that needed to be addressed before the warranty expired. We sent the list via email to the service department prior to warranty expiration so that it could be turned into Thor and set our appointment which was a few of months out.
The Coach was dropped off on August 16th and we gave them 3 weeks to have it to complete the repairs. A few days later we were contacted and told that some of the items Thor was pushing back on as non-warranty. When I pressed the issue, I was informed that if I pushed I might not get anything taken care because I was the second owner and the original warranty wasn't transferable - FIRST TIME I EVER HEARD THOSE WORDS.
After hard conversations and holding my ground I got my list of items handled, but with broken trust and complete loss of confidence in the service department and raised eyebrows towards the sales department. I shared my story with the business manager and he told me that our Thor was actually a consignment - FIRST TIME I EVER HEARD THOSE WORDS.
One of the warranty issues required the dinette to be moved two inches. There was a whole in the fabric cut to accomplish this - approximately 8 inches by 4 inches. No one disclosed this to us when we picked up the Coach. When we realized it we contacted the service manager and it was only then that they addressed it and said they would take care of it. We took the Coach back in to have that work done in October and they tried to bill us almost $400 for the fabric repair work. Yet another challenging conversation that I shouldn't of had to have.
On a final note - We found ourselves in a dry camp situation one evening. Our (4) battery pack lasted just shy of 5 hours and the system went into default. We were sleeping with nothing running but the fridge, a C-PAP, and night light. Huge learning curve here as we worked through a lot of things after this happened. First, the Coach is a 2016 and the batteries were stamped Nov/2014. All 4 of them had bad cells. My cost out of pocket for replacement was almost $700. I'm not totally sure, but you'd think that that would be something that is checked prior to re-sell. Second, the fridge pulls 33 amps while on DC. I'm told by Thor that it should be around 17 and when speaking with other owners I'm told between 11-18. I asked the service department to check into this and they told me it was normal and that I really shouldn't consider dry camping with this unit. Once again - FIRST TIME I EVER HEARD THOSE WORDS. Not sure who's right; the 1/2 dozen owners I spoke with & Thor or the service department. But if I can't use my fridge while dry camping, then I guess I really can't go dry camp. 33 amps is way to much of a draw on the system and not normal. I guess I'll have to take it elsewhere to trouble shoot the problem.
Overall the entire experience since taking delivery has left a bad taste in our mouths. The inconsistencies regarding the warranty that was left, the trade in verses consignment, having to fight to get the warranty work done, being billed for repair work after the warranty work, batteries that were date stamped 2 years older than the coach, all 4 of them with dead cells, my out of pocket of almost $700 to replace said batteries.
Here's the hard part for me - You don't know what you don't know. This was/is my first diesel pusher, on a real truck chassis, with an inverter, along with all the bells and whistles. I asked the question twice during the sales process - "what should I be looking for, asking about, need to be aware of?"
I live in Bend, we work in Bend, it's our home, and we really wanted to do business locally and have a long-term relationship. We could of easily bought a plane ticket to anywhere in the country and purchased a Coach elsewhere and simply drove it back home to Bend. Peanuts in the grand scheme of the overall cost of purchase. But we chose to go local for the relationship. Poor choice in the end I guess. Looking at CoachMasters to take of the Coach from this point forward.