American Spirit RV & Auto

Review: My wife and I bought a 2010 Keystone Everest Rv from this dealer. We were told it was a 2011, turns out it was a 2010. Salesman said it had a arctic package in the rv. I sent the vin # to the rv company who built it and they said that this model DOES NOT have the arctic package installed.We were quoted a price of 36,900 for the cost of the rv , we ended up paying 39,900. I called on the day we were picking it up and was told it was ready to go by ( [redacted], salesman )we got there after driving 2 hours to get there and ended up waiting over 2 hours while rv was still being prept, ( it was not ready)we did not get a call from the dealer saying that these prices changed we had to find out from our bank ( loan officer ). We were misled on this sale and lied to. I don't recommend dealing with this business.Since this RV does not have the arctic package the cold weather that we had froze the refrigerator and ruined it which now we have to replace at a 2000.00 cost to us.Desired Settlement: New refrigerator at $2000.00 and insulation for 4 slidouts estimated cost of $450.00 and $75.00 an hour for labor fees to have new refrigerator installed.

Business

Response:

My name is [redacted] and I am the salesman for the above transaction. When the couple first came in I told them the trailer was a 2011 but 15 minutes later I looked at the deal and found out it was a 2010. On the door of the trailer it states the camper has a thermal package not an artic package. The same options using different terminology. The cost of the trailer was 36900.00 but when we added in the negative form their trade it came out to 39900.00. The trailer was 5400.00 back of book and was a great deal. The customer called the night before and asked if they could pick up the trailer. I said that we would try to get it done but with such short notice I could not guarantee anything. When they arived there was still work to be done and they had to wait. If the customer felt misled in any way why did they still buy the trailer? When this man came in to pick up the trailer he had misplaced his wallet and was cusing and throwing things around his truck and trailer for more than 25 minutes. This customer is emotionally unstable and probably finds a problem with any transaction he has in life. An artic package has nothing with the refrigerator going out. The refrigerator coils are exposed to the outside and if the temp drops to low it will freze up the fridge. This has nothing to do with the artic pack. His claims are unfounded and uneducated.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] [redacted] is being dishonest. On Saturday, November 9, 2013, we looked at this RV. Facts are: 1. He told us that this RV cost was 36,900 and with our trade in of 3500, we would have to finance 33,400. It was the following Thursday when my wife talked to our loan officer that our loan officer said the paperwork that was faxed to her was 39,900 minus our 3500 trade in and our finance amount was 36,400. My wife called [redacted] and asked what was going on with the amount and he said he messed up and quoted us the wrong price. [redacted] directy said that he made a mistake and quoted us the wrong price and he was sorry but he could not let it go for less than 39,900. He thought it was 36,900 but when he gave the secretary the paperwork, she informed him that it was wrong. My wife told him that she would call me and talk it over and see what we want to do. After talking things over with her, we decided to go ahead with it because we liked the floor layout and (2.) [redacted] told us that it had the Arctic package. So, my wife called him back right away and told him we would still take it and we would be there the next day, Friday, November 15th to sign the paperwork and pick up the RV. [redacted] told her that he would have it ready to go. Had we known that the Arctic package and the Thermashield were two different things, our decision would have been different. But, because he told us it was the same thing, we believed him. It wasn't until a few weeks later when the refrigerator froze that I contacted the Keystone manufacturer and gave them the VIN for our RV and they responded back that this RV does have the R-30 insulation in the floor and the underbelly is enclosed, but it is not the Arctic package. Also, we did not find out it was a 2010 until we went to sign the paperwork on Friday, November 15, 2013 when we were told on the 9th, by [redacted], that it was a 2011. My wife even commented about the year when we were signing the paperwork and [redacted]'s reply was "ya, it's only a 2010." [redacted] did not bother calling us with any of these discrepancies that he made. As far as me being upset about losing my wallet, that is completely irrelevant to the situation at hand and once again, [redacted] told us that he was a salesman, not a psychiatrist, we were lied to over several things. Because of those lies, we have had damage to our refrigerator and not to mention the $200 in groceries my wife had to throw out that I forgot to mention previously or the fact that our heating expenses are higher and we have frost build up in our cabinets because it does not have the Arctic package that [redacted] claimed it had. I even called and asked to talk to the owner to try and resolve this matter and the receptionist refused to give me the owner's phone number and would not give him a message. As far as proof of the price quote he gave us on the 9th of November, we do not have a copy of that paper, [redacted] made sure of that. As far as proof of this not being an Arctic package, I have the emails from Keystone manufacturer.

Regards,

Business

Response:

Our customer is still complaining about the termonology between artic package and thermo package. They are the same package with different names. As you walk into the camper it says that is a thermal package right by the handle. I was not trying to hid a thing it was printed in english right by the door. Its like the difference between a red apple and a green apple. They are both apples. The refrigerator would freeze with an artic package as well as a thermal package. The refrigerators back is exposed to the cold and is not insulated regardless of the camper. You also dont have to replace the refrigerator when it freezes. You just have to let it thaw out. When I first showed the trailer I told the customer the wrong year but the same day when I pulled the file I corected my self. Dear sir, if the trailer wasnt a good deal why did you still go through the deal?

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

You are correct to say that there is a "Thermashield" sticker by the door when you walk into the RV, and according to you, they are both apples, in fact, you are still claiming, quote, "they are the same things with different names." Well, they are NOT the same thing and it is not a difference between a green apple and a red apple. The difference between a thermasheild and an Arctic package is more like an apple verses and orange. The Thermashield has R30 insulation in the floor with an enclosed, heated underbelly. An Arctic package, however, not only has the enclosed, heated underbelly, but also has the thicker insulated walls and ceiling, the slide outs ARE insulated with a thicker guage of insulation. Had we known all of this before the sale, we would not have gone through with it and we believe you knew that. We did not find all of this out until after we lost our food in the refrigerator. As far as the refrigeator thawing out, we have had several "above 50 degree" days and we turned the refrigerator back on and after running for several hours, it is still 58 degrees in there. According to the service man at [redacted] RV in Sheridan, the cooling system needs to be replaced. We were shopping for a RV that has an Arctic package, this is why you took us to look at this one in the first place. The thing is, you lied to us about several different things and that is wrong to do business like that. You lied about the price, you lied about the year (AND did NOT correct yourself the same day), you lied about the Arctic package, which has now caused damage and more money to fix YOUR lies, which you just admitted to in your last post, you are still claiming that these two packages are the same! We need to get this matter resolved and quit wasting VALUABLE time!

Regards,

I was going to buy a camper from them took the check down and they added more onto the cost and later found out when they sent the info to the bank so I could get a loan they had put in the loan info to bank that the camper had more in it then it really did like a mikerwave onboard generator. I would not recomend this commony to my worste enemy.

We purchased an RV from American Spirit early in the fall. The vehicle had pock marks, dimples and chipping in the paint in multiple areas. [redacted] at American Spirit felt that it was either hail or a kid with a BB gun. He assured us that the damage would be repaired. It is written on our bill of sale. Their crew attempted to fix it, sanding the paint off in multiple locations, and doing some fiberglass work outside in 20 degree weather. At some point, they decided to take the unit elsewhere for repairs. The vehicle was found to have rotten walls under the fiberglass, so much so that the side mirror could not stay securely mounted. The unit was repaired and repainted. It is finally done. Now American Spirit is refusing to pay the repair shop for the repairs. They say they never spoke with anyone at the repair location. Really…You drop an RV off somewhere for repairs, and speak to no one? When it takes 3 months to repair, you never call the repair shop and say"Hey, whats up with that RV I brought you" The repair shop took pictures, they spoke with American Spirit. Long and Short, They are refusing to pay for any of the repairs, saying they never authorized them.
I would not trust American Spirit again. A business, nor a man, is only as good as their word.