Bill Plemmons RV World

My camper was in for warranty work, the camper was damaged at the dealer and has not be repaired for 4 months.In the spring of 2015, I took my camper to Plemmons for air conditioning warranty repair and also bent axle warranty repair. In June of 2015, I was called and told that my camper repairs were completed and I could pick it up. Plemmons had replaced the axle but not the severely worn tire caused by the bent axle. When I asked about replacing the tire, I was told that it would be looked into. I was told that the faulty AC was repaired by replacing the thermostat.A week later I took a camping trip. It was 95-100 degrees out each day and the AC failed to work.When I returned from this trip, I returned the camper to Plemmons again and wanted the AC repaired along with the worn tire that was worn due to a bent axle that was covered under warranty. On Jul 20th, I was contacted and told my camper was repaired and could be picked up. When I went to pick up the camper, I noticed that the worn tire still wasn't replaced. I inquired about it and was told that [redacted] (the axle) manufacturer hadn't made a decision yet if the tire would be covered under warranty. I was told that the AC was once again repaired.Upon hooking up the camper to my truck, it was discovered that the right front landing gear was bent and couldn't be retracted properly.Discussing this with a service tech, we both agreed that it was probably towed around their lot with the gear down and contacted a high spot, bending the gear. After he and I tried to temp repair it, I was told that they all of the information that they needed and would order a new one. It would be replaced when it came in. I had another camping trip planned in a week and it was agreed that after the trip, I would bring the camper in. On August 16th, 2015, I dropped the camper off at Plemmons for the damaged landing gear repair and tire replacement. On the 25th of September, I contacted [redacted] in the service department to check the status of my repairs. I was emailed back that same day and was told that the wrong part was ordered and was realized when the order was delivered. I was also told that they reordered that same day.On the 24th of October, I emailed [redacted] checking the status of my camper repairs. I have yet to hear anything.On the 23rd of November, I emailed [redacted] checking the status of my camper repairs and also issuing a warning that if I hear nothing or don't have my camper repaired by the 16th of December, I would file a complaint with the Revdex.com.It is December 16th and I haven't from Plemmons RV regarding the status or repairs of my camper.Desired SettlementI feel that the simplicity of the two repairs needed on my camper do not warrant a 4 month wait. The bent landing gear is due to their negligence and I simply want it replaced.The severely worn tire is due to a bent axle installed at the factory. I feel that tire is damaged due to a defect that was covered under warranty. This camper has approximately 1,479 miles on it. The worn tire looks like it has 30,000 miles on it. The other three tires look nearly brand new.I want the tire replaced as well.Business Response As soon as Mr. [redacted] complaint was received from the Revdex.com immediate action was taken to get the correct landing gear jack installed. This jack was installed and tested where it functioned flawlessly. While the jack repair was being performed the correct tire in specification, size, and manufacture was sourced at a local tire store and installed on Mr. [redacted] fifth wheel camper. As soon as the repairs were completed Mr. [redacted] was contacted and he picked up soon after. All of our customers at Bill Plemmons RV World are important to us with the increased demand for RV service in the Triangle area our management staff is taking increased measures to aid in taking care of our service needs in a timely bases. I want to thank Mr. [redacted] for his patience while we strive to achieve a better level of service and we certainly value his business as a customer at Bill Plemmons RV World.Consumer Response The day after my complaint was filed, I was contacted and repairs began. One week later, I was notified that the repairs were complete and my camper was picked up shortly afterwards.

After sales was final all of the services we were promised were not fulfilled. We purchased a travel trailer from Bill Plemmons on 4/7/16. The process leading up to the final sale was extremely unorganized and we had to reach out to them on several occasions to find out the status of our loan. After finally getting our own approval from our own bank we were scheduled for a time to come in and sign paperwork and do a walk through. We waited for almost an hour past the time of our scheduled appointment when finally a service tech came in the waiting area and called out an incorrect name. When I corrected him he said 'yeah okay then'. During the walkthrough we were told several times that the camper would be cleaned inside and out. We were also made aware that the awning motor needed to be replaced and the stereo needed to be replaced (we should have been made aware of this prior to the walk thru). After going over the functionality of the trailer we asked to arrange for a date that the trailer be delivered to the park it would be set up at. We had to call approximately 10 times the week it was scheduled to be delivered and between the numerous voicemails that weren't returned, we were told the people we needed to speak with were off that day, we would receive a return call and we never did. Finally when we speak to someone he reassures us that the camper would be cleaned again, he even stated 'I'm actually the one who handles that so I know it will get done and it will be spotless'. The day our camper was delivered the driver didn't have keys for the camper so he had to give us a master key in order for us to get in and said they would make arrangements to get us our keys somehow. After the driver quickly leaves we enter the camper and we realize that it was in the same shape it was when we first walked through it. It was filthy! Floors were dirty, awning had mildew, carpet was disgusting and the beds were still pulled out from when the technician pulled them out to show us how they worked. Then we checked the propane tanks and realize that they were empty! We called immediately to voice our concerns regarding the lack of service we had received and we were told we would get a call back to get a credit to use in the store and he abruptly ended the call. This was completely unacceptable considering a credit was not going to get the camper cleaned and the tanks filled or our keys. Later after completing a survey online we received a call from someone stating that he wanted to make it right so a GM would be in touch with us. Now, weeks later and that has yet to happen. We are so disappointed in how we were treated and the lack of willingness to rectify the situation. Our first day in the camper was spent cleaning and we couldn't even enjoy it. We have yet to find someone that could clean the awning and the outside for us since we were told this would already be taken care of.Desired SettlementWe do not want store credit. We feel like a refund should be issued to us for the propane that we should have had in the tanks and arrangements should be made to have someone clean the camper. We think this is more than fair considering this is what we were promised to begin with.Business Response Dear [redacted] family, It upsets me to hear your new owner experience has been a frustrating one, even more upsetting is that it happened here at our dealership. We pride ourselves on the great level of service our customers have experience since we opened our doors 65 years ago. Are we perfect? in this situation, sadly no. Can we get your camper cleaned and detailed with full reimbursement for filling you LP tanks? Absolutely! I want to thank you for you feedback with the Revdex.com by voicing your poor experience, it allows us to change and grow to serve our camping families better. Please feel free to contact our General or Service Manager at the Raleigh location to make arrangements for your reimbursement of lp filling charges and setting up an onsite detail service to clean up your new RV. Please provide feedback to our management team after the detail crew comes for their visit so we can have comfort your needs have been taken care of. From the Bill Plemmons RV World family we thank you for your purchase and your patience while we make these corrections for our customers. Kindest regards, Bill Plemmons RV World Raleigh Managment Team.Consumer Response Still no resolution! We were told that our requests in our original complaint would be fulfilled and it hasn't. After filing the original complaint on 5/5/16 we received a response from Bill Plemmons on 5/10/16 stating how upsetting it was that we received the treatment that we did and they would make arrangements to reimburse us and clean the camper we purchased from them as originally promised. After 6 calls placed to their office 5/16, 5/24, 5/26, 6/1 and twice on 6/6 I received a call from the 'Manager' stating that they couldn't find anyone to come and clean our camper so he would send out one of his guys. We set a date and he said that if there were any areas of concern we should make sure that we let his guy know while he was there so make sure it gets special attention. The worker shows up the morning that he was scheduled to and not 5 minutes of being there says 'there was no way he would be able to get the awning cleaned on the camper'. Keeping in mind that we were told the entire camper inside and out would be detailed prior to delivery. We purchased the camper in April so of course trying to clean something months later would be more difficult to accomplish. The gentleman proceeds to tell us he will do what he can and works for about 30 minutes. At that point I reached out to the Manager who first told me he was off since it was Saturday and then asked to speak with his employee. He instructed the worker to go purchase a special cleaner that would do the trick. The worker comes back spends 2 minutes wiping with the new cleaner and says see 'it's not coming off'. At that point we were beyond frustrated so we told him to have his Manager contact us on Monday to decide how we would resolve this. The Manager has not yet attempted to reach out to us. So, we have a filthy awning that we shouldn't be responsible for cleaning or replacing and still no refund for the propane that we were promised in May. I have never been treated so poorly before from a place of business. This is so unprofessional. This was not a small purchase and for us to not be taken serious or treated as though we will eventually go away infuriates me. We have not had unreasonable requests, yet no one at Bill Plemmons seems to have the desire to make this situation right. We would like the refund for the propane like we were originally told we would get. We should not have to follow up with anyone since NO ONE in the office will take our calls. Not the Office Manager, Service Manager or Sales Manager. We would also like an actual professional to either clean the awning as originally promised or replace it if it's beyond repair/clean.Final Business Response Good Evening Ms. [redacted], Thank you for the opportunity to visit your camper on location. Or detail staff member was able to clean the RV to your satisfaction with the exception of the awning which from what I was told has extensive mildew and needs replacement. After consulting with our Senior Management staff a replacement fabric was authorized and with the aid of the pictures you provided we were able to order a matching replacement. We are currently waiting for the order to be filled and look forward to resolving the issue with the stained awning. As soon as the awning fabric is received and inspected for damage we will call and set a appointment date for installation. Per our conversations before please provide a receipt for reimbursement to top off the LP tanks. Thank you for your patience and cooperation while we get these issues straightened out and we wish you many great memories with your camper. Please feel free to contact me at anytime should you have any questions or concerns. Kindest Regards, [redacted]

Poor service.In May 2014 I purchased a camper -"as is"-and an extended warranty from American Guardian Warranty Services,Inc. through this dealer. I add here that this purchase has been nothing but a fiasco since the day I signed the contract and then had to resign it all d/t a typo on the dealer's part. However that's another story....There were 3 repairs early on that I submitted for reimbursement- on 6/24,7/1 & 8/1. Each time I dealt w/ the same rep,Liz,and each time there was no response (and no reimbursement) unless I called again and each time was promised it would be finalized. Mid August, I called the warranty company and spoke w/ another rep who said none of the claims were covered. Needless to say, I was upset and asked to cancel the contract. I was told to contact the dealer for this. I immediately called the dealership store manager, [redacted], who said he would initiate the process and have [redacted] contact me. Having attempted interactions w/both of these individuals previously, I did not have confidence that they would expedite this matter as requested. Therefore I called [redacted] who returned my call the same day. Mr. [redacted] said he had an individual, [redacted] who might be able to help. Ms. [redacted] and I spoke around 8/12 and as she requested, I faxed her all my information immediately. Ms. [redacted] said she was going on vacation however by 8/26 when I had not heard back from her, I contacted [redacted] at the store and requested he go forward with the cancellation of the policy. Again, he said he would have [redacted] address it. I stated that I expected to hear back from one of them w/in the next business week. I have yet to hear -AGAIN! This entire matter has now been going on for almost 3 months and I feel like I have been more than patient and fair w/ this dealer. A refund of this policy would normally be prorated and every day that passes, I stand to lose money. I believe that I have been given nothing but a run around, from Mr. [redacted] on down the line!Desired SettlementI'm requesting a refund of the total amount charged for this extended warranty plan from the day the contract was initially signed-$3230. At the time of this initial camper purchase, I also purchased a GAP policy for $800. Because of the hard time I've been given by both Plemmons and [redacted] Warranty Services, I'm also requesting a full refund of this $800 as I have no faith that they would even pay should the GAP insurance be needed.Business Response /[redacted]/Mr. Plemmons tried to contact Ms. [redacted] on 9/2/14 but had to leave a message. He was able to speak with her on 9/6/14 and explained to her what would happen if she cancelled her coverage. Since her unit was financed, any refund money would go directly to the financing company not to her. The cancellation paperwork was emailed to her on 9/8/14 for her signature. She sent paperwork back and it was faxed to the warranty company on on 9/9/14. On 9/18/14 I emailed Ms. [redacted] the amount of refunds that would be going back to the financing company and that we should be receiving those checks from the warranty company with in 2-4 weeks. Ms. [redacted] was taken care of at that time. A check to the financing company will be mailed today 10/6/14 as it was received from the warranty company on 10/3/14. Consumer Response /[redacted]/Should this refund actually occur, the settlement is acceptable. I will postpone any further action for a couple of weeks to allow time for the refund to be processed. Thank youFinal Consumer Response /[redacted]/

Review: Through internet advertising saw a camper trailer was interested in. Contacted dealership and was repeatedly told I could put a refundable deposit and they would hold trailer until we came. During several phone calls salesman assured me deposit was refundable . Notified dealership we were canceling our scheduled trip to see trailer, and was told they would not refund deposit they had 'prepped ' trailer and we were responsible for costs. Contacted salesmen and told him he had repeatedly assured me of refundable deposit. Still refused, even when I said I did not want to have to contact Revdex.com, they do not seen to care. Have contacted [redacted], my bank, and they are also going to contact dealership and file complaint. Do not like to be lied to, particularly when they know you are doing this via the net and are relying on them being completely honest and trustworthy. If I have to I can also contact the NC state Attorney General's office for business affairs in the state(via internet).Thank you for your assistance in this matter[redacted]Desired Settlement: refund the $500. deposit, and have company post on web site their deposit 'rules'.

Business

Response:

As stated by [redacted], this deal was done completely by phone and over the internet. We have specific forms that we use when obtaining deposits. The first is the Partial Payment Customer Agreement. On this form we enter the customer's name, amount of deposit, the unit the deposit is holding and the date that it expires. The salesman went over this on the phone with [redacted] and told him that the refund would not be returned if they cancelled after the prep of the vehicle had been done as noted on the attached form. [redacted] called on the day (April 1, 2014) they were to pick the trailer up and sign the contracts to let us know they were cancelling the deal. [redacted] was told several times that if he cancelled after the prep of the vehicle was completed that the deposit would not be refundable.

Sincerley,

Controller, Bill Plemmons RV World

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]

Review: [redacted]

I am rejecting this response because:the facts stated by dealership are untrue. We had not agreed to buy unit nor to give them a nonrefundable deposit. At no time was any form of agreement discussed about the deposit was nonrefundable , in fact several times the salesman stated the deposit was completely refundable, since the unit was the only one they would 'hold' it for me and if we came there and could not agree on a price we would be given the deposit back. Please ask them produce any paper work signed by me agreeing to any of the things they have stated. I can't express how much I was surprised I was I hear the salesman say he had told me I would not get the refund after his repeatedly saying otherwise. I have filed a complain with [redacted] my bank and will be contacting the NC State Attorney General's office for business affairs to investigated the practices of this dealership. Ask the salesman to produce his text messages from me--NOT one says I am going to buy the unit, in fact I ask for break down of charges to have for negotiating the price when we arrived. I have those texts on my phone. the decision to 'prep' was their own decision. now they want to make me pay for their error.

Regards,