Best RV Center

HelloAfter speaking with [redacted] on the matter of the freezer panelWe will offer customer $in parts credit at our storeIn reality, the panel cost is approx$but is no longer availablePlease adviseThank you

The customer purchased the sattilite over the counter, this a non-refundable, non-returnable item, AS STATED ON THE INVOICEThis type will work on any RV with the volt and some RV's come equipped with thE outlet and some don't After the TV bracket was installed, customer decided they wanted a larger TV than the bracket would hold We will refund the customer the $for the TV bracket, $for the labor, we will as a good faith send the customer the converter at no charge, for the sattilite hook-upNothing else is promised

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and am willing to accept the business' offer under the following conditionsI would like to receive a specific mailing date and tracking number for the $checkGiven the dishonesty that Best RV Center has displayed in the past, I do not take them at their word when they say that the check's in the mail.Thank you,*** ***

Business states that they will go ahead and send consumer the $check in the mailThe check will be sent out within the next couple of days

I am rejecting this response because: we are not willing to accept panels that do not match the interior of our RVWe would like a check mailed to our home for the replacement cost of the wood panelsThis cost is estimated to be around $

Hello. After speaking with [redacted] on the matter of the freezer panel. We will offer customer $100.00 in parts credit at our store. In reality, the panel cost is approx. $18.00 but is no longer available. Please advise. Thank you.

The customer purchased the sattilite over the counter, this a non-refundable, non-returnable item, AS STATED ON THE INVOICE. This type will work on any RV with the 12 volt and some RV's come equipped with thE outlet and some don't.
After the TV bracket was installed, customer decided they...

wanted a larger TV than the bracket would hold. 
We will refund the customer the $29.99 for the TV bracket, $59.99 for the labor, we will as a good faith send the customer the converter at no charge, for the sattilite hook-up. Nothing else is promised.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this will do only if I receive my full refund ($92.27), converter and the end caps to the rear bumper  within the next 5-7 business days.  They are very good at saying they tried to call, sent the item in mail, etc.  
First of all,  I did not buy a larger TV, that is a lie and they know it.  I also did ask for the converter for free in the end cause I did not want to deal with them anymore and  I was told NO.  So they are not doing anything out of good faith.  If I had taken no action, they would of done nothing.  
I  only agreed due to the fact that these people are very unprofessional and I simply do not care to deal with them anymore.  Word of mouth goes a long ways, as I had a friend going to buy a trailer on November 8th from them till I told her my experience, she is now headed elsewhere.

We have been working on getting the panels. We were sent the wrong ones from the mfg. We have just found out the color is no longer available and will be contacting the customer to find out what type/color they would like. We have been in contact with the customer. This will be repalced.

I am...

rejecting this response because:
1. We were told that the brown panels received by Best RV were for another customer, not that they were sent the wrong color by the manufacturer.
2. We contacted the manufacturer ([redacted]) directly on 9/3/14, and were told that the item we need is available and in stock for delivery within 5-7 days. Best RV is stating that the item is not available, which is not accurate.
3. We have not been contacted by Best RV since 9/4/14, when we were told that, "the panel that came was brown and
it was not yours. We will call when your panel gets here." This e-mail was from [redacted]. It stated that our part had been ordered and had not yet arrived, not that it was unavailable. The only replacement panels that will match our RV refrigerator are the black ones that were damaged by Best RV. Will will not accept any other color, especially since [redacted] has confirmed that they are still available.
Thank you,
[redacted]

We made the 3 hour drive to Turlock from Bakersfield simply because of their inventory, they do have a large supply of RV's.

We looked at a wide array of travel trailers and found a used one that met our criteria. We asked the salesman " GEORGE " how much it was, he said $ 4000. That seemed like a very good price. ......too good. We asked him too make sure that was the correct price. He went and got their price sheet, then told us he was wrong and that, according to their price sheet it was $6900. STRIKE ONE. My wife and I talked about it and felt we could still live with $6900. GEORGE then asked us if we were interested in an equalizer hitch, which I felt was a good idea to have. I asked how much it was and was told they go for $500 installed but that they usually have used ones they could sell me for much less. ..OK. GEORGE then asked me if my truck had an electronic brake controller, it didn't and I knew I needed one installed. .. $250, I was OK with that. So we were at $6900+$500+$250. Good to go.

We went inside and GEORGE turned us over to some dude he said was his brother and the owner. I then turned things over to my wife, who handles the financial dealings and is our "negotiator". I told her to do her thing and to see, at least, if she could get them to throw in the hitch and brake controller. After a few minutes I checked back with my wife and she told me they did not have a used hitch available....no surprise I thought. She finally got them to eat the cost of the hitch and controller, the final cost was to be around $8400 out the door with tax, license, DMV fees, etc.

" THE OWNER" Asked my my wife if we "had a deal" ? She said yes, " THE OWNER" then extended his hand out.....AND THEY SHOOK ON IT. I gave my wife the check book and went to go wander around the parts department.

After a few minutes I hear some raised voices coming from where my wife was supposed to be finalizing the purchase. I figured I would mosey over and see what was going on. I get there and my wife, clearly agitated, tells me that THE OWNER just told her that he wouldn't sell us the RV because it wasn't $6900. It was now $9999....STRIKE TWO

Now there are 3 of these dudes arguing with my wife, which pisses me off. So I ask them how the price goes from $4000 to $6900 to $9999. They said the price was wrong on their inventory price list. I said "too bad for you, you need to sell it to us for the price we were told. .. $6900." THE OWNER said that he did not quote that price, my wife told him that his brother GEORGE quoted us $6900 and reminded him, THE OWNER, that he shook Hans with her on the deal.

So now THE OWNER spouts off that he is not going to sell the thing to us and because there is no written, signed contract. ...he doesn't have to. I asked him if his handshake means nothing ? His answer was " Do you expect me to sell you this at a loss for me." I replied " if that's what you have to do to honor your handshake" I also told him that I had been in business for many years and that if one of my employees made a commitment to a customer that was somehow incorrect and was going to cost me money, I would honor the deal and address it with the employee later. He said we have the right to not buy this trailer at $9999. STRIKE THREE .

At that point I said " We're done here ! ".....and then we left and make the 3 hour drive home, stopping a 2 RV dealers in Fresno along the way. Shared our experience at BEST RV and heard from some of the sales guys, one of which used to work at BEST RV, that shady dealings, bait and switch, not honoring promises or warranties, and other things. ....was par for the course at BEST RV.

We got home and did some checking on BEST RV, I know. ..a little late isn't it. But we wanted to know if they screwed around with other people or were we an exception. Turns out that we were no exception. BEST RV has a history of screwing over people.

Interesting You Tube video on a news report about a DMV investigation of BEST RV charging their customers $750 for something called a " California Pre-Inspection Fee"......according to the. DMV, there is no such thing and that BEST RV was fraudulently charging their customers $750 for.........nothing. DMV investors raided BEST RV and confiscated their files as well as their computers and found they had done this to many unsuspecting customers. Check it out on You Tube.

So, in closing, if you are considering doing business with BEST RV, I would think twice about it. You may fall victim to their dishonest scheming. My first clue should have been a man of obvious Middle Eastern descent named " GEORGE " ? He and his band of brothers are obviously in the business to line their pockets at your expense.....don't be fooled.

Review: Four months ago my sweetheart and I purchased a new 315[redacted] Toy Hauler from Best RV in Turlock, CA. We noted a few warranty issues with the salesperson, "walk-through" employee, the owner, and the service department employee. Best RV was supposed to correct the issues before we picked up our unit 4 days later. That did not happen. They told us we would have to bring our unit back in to have the 'punch list' corrected. That was why we waited four days to pick up the unit. We drove our Toy Hauler that day without any of our issues corrected. We had hoped to take a trip and then return the unit for its repairs. In the meantime, we were assured the defective AC/DC panel cover plate would be ordered and replaced. We were told it would take about two weeks. That was four months ago! We were required to give Best RV the defective cover plate, leaving our circuit panel exposed in the kitchen living area for all to see. UGLY! We have been assured the part was ordered. I have driven back to Best RV two additional times, with no success on the panel cover door. I have spent countless hours on the phone and on the internet documenting my history of this issue with Best RV and now, [redacted] - who manufactures the Toy Hauler. We hired and paid RV professionals to correct the other issues Best RV claimed were 1)to be corrected when the panel cover arrived, 2) cosmetic or 3) not covered by warranty. We spent over $2,000 to correct these issues, with professionals, choosing to steer clear of the "Service Department" at Best RV. The only item we cannot correct will likely cost less than $100, but we have not been able to order it through Best RV, either under the warranty (no cost to us) or through the parts department. There is only one employee at Best RV who can assist us with this, & this woman has been unavailable to us for over two months. In that time she has not returned or initiated a customer service call to us! Best RV is happy to take $44,553.30 but not to deliver service that is owed.Desired Settlement: We would prefer to see all the communications Best RV has had with [redacted] to correct this panel cover issue. We would like to see the correct and non-defective AC/DC circuit panel cover delivered to our residence or mailing address within 21 calendar days. We would like an apology from Best RV concerning their treatment of us and their lack of professional behavior concerning customer service and follow-up. After that, we would never want contact from Best RV Center, for any reason.

Business

Response:

We have went back and forth with the factory repeatedly due to the fact they sent the wrong one 2 times. They are requesting the make model and serial number off the box in the customer unit to try and order this again. Once the customer has sent the needed information, we can reorder it again.

Consumer

Response:

I am rejecting this response because:This business, Best RV Center of Turlock, CA, has not made a genuine or professional effort to communicate with me. They have not informed me what I need to do to assist them in doing their job! They should have the information on the RV that I purchased from them from the VIN or their 'record' of the unit sold to me.It should not be my job to contact the manufacturer for an issue that was known to the dealership before I took delivery on a purchase from them.The employee whose job is to coordinate and resolve warranty issues has been unavailable and completely uncooperative. I have no idea how long she has been in her position. I know she has not responded to numerous voicemails I have left for her. I have been told she has not come in to work, left work early, and not come in far more times than a reliable employee should have taken in such a short period of time.I know I have never purchased a RV of any type in my life. I have never had to deal with a company that makes RVs or parts for them. With the $44,533.30 purchase of my [redacted] 315 [redacted] 12, I have needed the assistance of the dealer and not seen any positive result from their action.After waiting for four months and getting no results for this issue, I emailed and called [redacted], which is not an easy task. [redacted] prefers that issues, like mine, are resolved through the dealership. I was called by an employee of [redacted], within hours of leaving them a voicemail and email. I may be getting resolution from [redacted] in the next few days, via UPS delivery. Considering my experience with Best RV - the dealership that sold me the [redacted] Toy Hauler - I am reserving my decision as to whether my issue is resolved, until I see the replacement distribution panel cover to the one that was defective in my unit.It is certain that Best RV has not resolved my issue and has no intention of doing so, based on their previous and current actions. Their rating should be lowered, not based on the number of complaints over a period of time: rather it should be based on how much money they have taken from their customers and how much they have done to support the needs of those customers. Best RV acts as though it is my job to resolve warranty defects and issues! Really?

Business

Response:

As stated previously. We will not be able to have the correct part ordered without the model and serial number off the converter the customer has. We have tried to order it by the photo along, and received it wrong more than once. We as the dealer do not have a derailed list of what is in the unit. the factory does, but even they are having issues getting the correct one. If the customer would like to verify this, they can contact [redacted] at the factory listed below. [redacted]

[redacted] FAX: [redacted] PHONE: [redacted]We want nothing more than to get the correct part and the customer taken care of. So if the customer would please get the needed information, this matter would be taken care of.

Review: I bought a brand new [redacted] toy hauler at the end of march. 3 weeks later my family and I took it camping for the first time. Everything packed and ready to go. We had turned our fridge on the day before our trip to make sure it was nice and cold (which is what we done with our previous trailer) and the next morning it was hot! Like instead of blowing cool air it was blowing hot air.. it was cooler at room temp than on. So we double checked everything and thought we forgot a step. So after our 4 hour journey to our camp destination we immediately checked the fridge.. it was hot! We called the dealership and they walked us through some troubleshooting. Nothing worked and they had no other solution than to take it into their shop the following week. All our groceries went bad! Anyways we took it to the dealership the 3 days after our trip and they told us it would take approximately 3-4 weeks to get the part and get fixed. So after the 4th week we called to check the status.. they told us the part was still not there. Everyday after that we called to check if the part had arrived.. nothing! After another week they told us that the manufacturer would not warranty the part!?!? So after not making any progress with the dealership we called [redacted] to find out why they will not warranty the part. [redacted] stated they did not even get a warranty request until May 11th which was 4 weeks after we had taken in the trailer! [redacted] had then said that it was approved and they were just waiting for the part which would not be here until the 25th! Which means my trailer will be at the dealership for over 2 months now because they did not do their job and start the warranty process when they had said they would! The trailer has been in my possession for a total of 3 weeks since I have owned it. The dealership failed to hold their end of the promise that our trailer would be done at the most 4 weeks! Plus they lied stating they started the warranty process! These people have no idea about customer service!Desired Settlement: For one, I want my trailer fixed. Then I want my $150 I spent on groceries that spoiled due to a defective fridge. The dealership should also be responsible for one month of my trailer payment since they lied and never started the warranty process- as per the manufacturer until after 4 weeks of my trailer sitting at the dealership! Also, I want a refund for the reservations I have on Memorial day(2 weeks) from now since my trailer will still not be ready! Total cost to refund $610.

Business

Response:

In working with the Factory again this morning, they approved us taking the need parts off our stock unit to repair this unit. The customer's unit is ready for them to pick it up.

Review: I purchased a set of clip-on towing mirrors from Best RV. The sales guy wasn't sure if they would work on my vehicle and said if they didn't work to bring them back. They didn't work so I went back to the store to return them and was told that there is only one guy that can make a return and he is off today. I asked how was anyone to know that? I was told that I guess that I should have called ahead and asked. I said that if there is only one guy that can make a return that maybe they might want to post that and tell people when they make a purchase. [redacted] (the manager) thought that was funny and said that I will have to keep trying until I can catch him when he is in.Desired Settlement: I would like a full refund

Business

Response:

Customer has already been in and made the return with no problems. Our Part's department is not open on Sunday's. No further action will be taken.

Consumer

Response:

I am rejecting this response because: it is yet another lie. Yes the parts department is open on Sundays 9:00am to 6:00pm daily as it is shown on the web site. Yes I did return the mirrors today and it wasn't the owner who made the return as I was told yesterday he was the ONLY one who can make the return. The one good thing that came from my experience today was the guy who made the return was very nice. Maybe the owner and [redacted] should take notes from him.

I would like to close this case be would like the dishonesty be known.

Review: Hitch should have been specific to our 2003 toyota truck. The installed hitch was clearly not meant for our truck. It nearly fell off while towing.

On Oct 6, 2013 we arrived at our camp site. We noticed that our hitch was hanging loosely from the truck. Upon inspection we saw that it was hanging on by one bolt (the other two were loose and the 4th bolt was missing.. We took it to a hitch provider to be repaired. It was not the correct hitch. In fact it had been crudely cut off of something else and used on our truck. We have photos and hitch. New Provider would not reinstall it. New truck specific hitch was installed for $325.00 Spoke with [redacted] serv. mgr. at Best RV. He will not admit to installing that hitch. He did say that "it did not fall off but it could have ". We have towed a trailer 6 times with it. Orig. Purchase date was 9-10-11 We paid $236.00 by Visa card. Sales person was [redacted] We have all orig. paperwork. [redacted] of Best RV has all the copies. We paid for a new truck specific hitch to go with our new trailer. We received something that appears to be cut off of another vehicle & they bent our frame to force the used hitch on. They had to really work at forcing that hitch on which shows blatant fraud and malice aforethought. No concern for the inevitable mayhem just waiting to happen..Desired Settlement: I expect to be reimbursed for the hitch we had to get while on vacation. $325.00 We also expect to be reimbursed $236.00 for the hitch we never received.

Should they pay for gas to drive 90 min. each way? Should they return our vacation day? Can they remove the fear that the couple behind us felt once they saw the hitch?

When dealing with this type of callous disregard for human safety to make a few extra bucks off the old people, I expect nothing from them. After all a new sucker will walk in every day.

Business

Response:

Initial Business Response

Customer came in Monday and spoke to [redacted] about this. He was told that the owner was not here at that time and to come back in a couple hours. Customer stated he would and never returned. Now today we are sent this complaint.

First let me start off with the customer purchased their unit on a weekend. The customer was told at that time, they would have to either modify the hitch to fit or he would have to come back during the week. Customer did not want to come back and said ok the the modifications. Now here we are 2 years later and customer had a so called problem, he should have notified us at that time when he took it to another shop, not later. The hitch was installed with lock washers which would prevent the bolts from coming loose or out completely. The unit comes with a 1 yr warranty like any other part. It is also the customer's responsibility to safety check their unit, tires, lugs and hitch before every use.

Final Business Response

The customer's paperwork states they were to get a receiver hitch, insert and ball, nothing is specified as to make, model, etc. The trailer and everything with it has a 1 year warranty on it. As we stated before when the customer knew he had a problem, he should have contacted us for approval before any work was done. As stated before customer was also aware of the modification's, but will not admit to it. As a good faith effort, we will provide the customer with $325.00 and we would like the old hitch returned, even though all warranties have expired.

Review: Purchase of 2008 Cardinal Travel Trailer, 10/24/2014. At pickup on 05 Nov 2014 we discovered there was no 50 amp power cord, land line for electricalpower when camping. We were told "You can buy one in our retail store".This akin to purchasing a car without a battery, or a TV w/o a power cord.Desired Settlement: Best Rv refund our costs for the 50 Amp power cord, $115.00Best RV to provide a functional replacement or refund buyer $400.00-$800.00 current replacement models sell for.

Business

Response:

Customer purchased unit "AS-IS" per Federal law form 16 C.F.R 455, which is signed by the customer. No other action will be taken.

Consumer

Response:

I am rejecting this response because: The form 16 CFR 455 was NOT posted on, nor in the vehicle.The wife and I both do not recall signing this form. If Best RV has this form as it claims is signed by the wife and I request that form be provided.Note to Revdex.com: was the 50 Amp power cord and the DVD/CD/AMFM player both covered under the complaint #[redacted]?Thank You[redacted]

Business

Response:

Please make sure your emails are coming to me at [redacted] not accounting.I have attached the AS-IS form the customer signed. [redacted]WARRANTY MANAGERBEST RV CENTER5340 TAYLOR CT.TURLOCK, CA 95382###-###-#### PHONE###-###-#### FAX

Review: In July we purchased an [redacted] toy hauler from Best RV. We worked with [redacted]. When we got home, we noticed the curtains were ripped and the backwall was missing. We called [redacted] and he said that he was giving the info to [redacted] and she'd give us a call to fix issues. We hadnt been given anything more than the copy of the DMV submission for paperwork when we left. I sent an email 10/7 detailing the problems weve had. On 10/8 [redacted] called my cell phone and said she had an opening a week earlier on 10/16. On 10/16 My husband showed up for apt. and was told by [redacted] that we missed apt it was on 1/10. Finally said that we could be fit in. The service manager came over as my husband was asking about the backwall and said, I dont have to help you just leave. This is all you get. I can choose not to honor your warranty. Your warranty is worthless, what you see is what you get. We told him that we were promised this several [redacted]es and he told us, Sales are liars and [redacted], we fired themput a foot in their as and theyre out the door.They did perform service and * finally said they would do the backwall if we would pay the $400+ retail price on the showroom floor for it. We already paid for this when purchased. My husband went outside to call me and then returned into the facility to use the restroom. At this point he observed the manager of the Sales department; ** the Sales Manager; and the Facility Manager all were screaming and cussing at one another. He heard the facility manager say to the Sales manager, Nothing you say matters, all that matters is making money. Best RV ended up replacing the curtain and getting the water heater to work. We also showed them some other issues and were told that those also need to be fixed and that they would order parts and call us. 11/20, called best RV to ask about status. No answer. Full complaint was sent via email.Desired Settlement: I am requesting the following: Original backwall installed as originally promised. Three months of our trailer payment at $310.00 a month reimbursed as well as our $75/month trailer storage fee for the time the trailer could not be used. ($1,155.00) Reimbursement for 88 miles of fuel (111 further distance of other dealership 67 miles distance from Best RV Round Trip) in the amount of $48.40. Completion of the other work as promisedWould also accept a full refund of trailer purchase

Business

Response:

This unit did not come with the backwall option. Some unit's have them but there's did not. The customer should have verified this at the time of purchase. As for the warranty issues, customer needs to make an appointment. The customer can purchase the backwall. No further action will be taken.

Consumer

Response:

I am rejecting this response because:The paperwork I was shown when purchasing included the backwall option and the sales person, agent for the company promised this would be taken care of when missing which is both a written and verbal agreement that is not being honored by Best RV. Have been trying to make appointments to take care of this issue since purchase and still have issue which resulted in the 3 months of no possible use the unit. There is no resolution or reimbursement as requested for this issue. [redacted]

Consumer

Response:

I am rejecting this response because:Again, this is not the paperwork that was shown BEFORE purchase that showed the wall. That paperwork looked like the first material but was for a white unit, had a July date and the wall.

Review: We bought an RV from Best RV Center in June 2013. We bought the extended warranty. We took the RV in for repairs and they stated the issues were "cosmetic" and the warranty didn't cover it. We since sold our RV and the warranty company, [redacted] sent our refund to Best RV. Best RV will not accept our phone calls, rarely reply to our emails and refuse to send us our refund.Desired Settlement: We would like the warranty refund given to us.

Business

Response:

Customer's refund check # [redacted] for the amount of $809.88 was mailed out on Saturday Sept. 26th. No further action will be taken.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Best RV refused to honor the manufacturer's warranty on a Bay Hill trailer purchased from Best RV on 1/21/13.

I called Best RV for an appointment for warranty repair work on my 2013 Bay Hill 5th wheel trailer and was reluctantly granted one for 8/27/13. I had to wait approximately three weeks to get an appointment. Best RV tried to postpone the appointment to September 12 claiming ambiguous "unforeseen circumstances." I persisted and got the original appointment date.

After driving from Madera to Turlock, approximately 100 miles, I was rudely told by the service manager and co-owner that Best RV WOULD NOT provide repair service to my 5th wheel trailer because the manufacturer, Evergreen RV, had not pre-approved the repair work. THIS ASSERTION IS BLATANTLY UNTRUE. Since Best RV no longer carries the Bay Hill line of trailers, the business's reasoning is that they no longer have to honor the original warranty.

On 8/26/13 (the day before I brought the tailer to Best RV) I spoke directly to the West Coast sales representative for Evergreen. He assured me that there should not be a problem and he would contact Evergreen RV in the Midwest to forward company authorization for the repairs. After being unceremoniously turned away by the service representative, I immediately contacted the warranty service representative at Evergreen RV. He assured me that Evergreen would stand behind its warranty and that Best RV had been contacted and had a legal obligation to provide warranty service for my trailer.

Best RV's claim, whether true or not, is that Evergreen did not financially reimburse Best RV for its previous services on my trailer. Regardless, Best RV has an ethical and legal responsibility to stand behind the signed warranty agreement at the time of my purchase. My wife and I purchased the trailer in good faith and expected the warranty to be honored by Best RV.

I have dealt with many businesses in my lifetime but not one as flagrantly dishonest, arrogant, and uncouth as Best RV.Desired Settlement: Since I purchased by Bay Hill trailer in good faith, I expect the dealer to stand behind the warranty entered into on the purchase date (1/21/13) for agreed upon contract length, 1 year.

Business

Response:

Business' Initial Response

Let me start by clarifying the warranty. The manufacturer provides the warranty, we are merely the agents for the Mfg. We are not obligated to provide service for a manufacturer that we no longer carry.

We explained to the customer that we would take his list of concerns and submit it to the factory. If they

Give us the approval and want to pay us for our time, we would then work on the unit. We had emailed requests to the mfg. previously with no response. We did explain to the customer that we have had problems in the past with the manufacturer and that is why we no longer carry their line.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Since this case is allegedly "resolved," I suggest the Revdex.com raise Best RV's grade from "A-" to "A". Currently my RV is in more professional and courteous hands. The business and social acumen of Best RV's "professional" staff would make them better suited in trading and/or selling Camelus dromedarius than recreational vehicles.

Business' Final Response

As stated previously, We asked the customer to provide a list of issues we would send it to the factory. When we received the approval back and the parts, we would work on the unit.

Review: Poor customer service on finishing or doing warranty work.

We purchased a 2013 Attitude Toy Hauler; model ATTL27CBG on August 26, 2012. Since we purchased the trailer on the weekend we had to schedule a week day to pick up the trailer do to their service department wasn't open and could prep the trailer for us to take that day. The schedule morning we arrived to pick up the trailer to find the prep work had not been completed when stated. We had to wait an hour or so for them to do so. Which normally wouldn't be a problem except Turlock is over 2 hours away from us. During the walk through we found one side of the wood trim around the slide out was damaged. The employee doing the walk through took a picture of the damaged piece, placed a piece of wood colored tape over it and said he would order a new trim. He was supposed to call when the trim was in. A few months went by and we never heard from the service department regarding the damaged trim. In November 2012 we had issues with the heater not working, however the trailer was in use from October 2012 - February 2013 and we were unable to take the trailer into Best RV for services so we called them and they instructed us to remove the cover and hit the unit with a hammer. That didn't work. At that time we checked the status of the damaged trim and it was never ordered. Over the same period we had several cabinet doors that started to separate at the seams and swell to where you could hardly open them. In March 2013 we took the trailer into Best RV for the warranty work on the wood trim (that was never order from August 2012), the separating cabinet doors and the heater. The trailer was supposed to be completed by 10 AM March 19, 2013, when my husband arrived to pick up the trailer to his surprise the heater was the only thing fixed. Never once did we receive a call stating that all the warranty work had not been completed or that it would take longer because they needed to order the parts (cabinet doors and trim). This is after several emails with [redacted] stating that all the work will be completed and the trailer will be ready for pickup on March 19th. At this point [redacted] was supposed to order the pieces from Eclipse and have them shipped directly to our home for us to install. To date we still have not received the damaged pieces. This is after numerous emails to [redacted] and numerous phone calls to the owner [redacted] (don't have his last name) and my trailer still has not been fixed and we have been dealing with this for 6 months now. Since we have taken the trailer to [redacted] RV in Sacramento where the trailer is currently trying to get the warranty work completed that Best RV failed to do. The service department has stated they have had several people come to their location recently with the same complaints about Best RV in Turlock.Desired Settlement: Complete the warranty work needed if [redacted] RV in unable to.

Business

Response:

Initial Business Response

Due to the violent manner in which the customer came on our property, and pretty much cussed out everyone, He was asked to hook up his unit and leave. Customer again started threatening myself and my employee's. I instructed my employee to cancel any open part order's and the customer could go through the factory direct. We have the right to refuse service to anyone and this is posted here. We will take no other action on this complaint.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

My husband didn't threaten anyone at the business. He did us cuse words once he arrived for the second time when our trailer was not completed as stated in the email backup I have. Once this happend I started communicating with [redacted] and [redacted] in June and both had stated my damaged parts had been re-ordered and they would contact me when the parts were in..... However to date I still have not received any parts. I don't believe they ever order the parts to begin with. As stated in my original request this wasn't the first time we drove 2 1/2 hours to pickup the trailer when told by them to do so and the work hadn't even been started.

Final Business Response

As previously stated, no further action will be taken on our part.The original order for the cabinet doors was deleted out of the system so it was not retreivable.