Clem's Trailer

Review: We went to Clem's to look at a used travel trailer. It was no longer available so we were shown new ones.The one that we like was "the last one" and "someone else is interested in it so you to put down a deposit so they don't buy it out from under you" then he tells a story about how someone came in to look at a trailer and didn't put down a deposit and lost the trailer to someone else. We were told that that they could get us the payment that we wanted but we needed to put a deposit on the trailer and since they could not get terms from the bank until Monday "there would be no problem getting a refund if the Financing did not go through". We wrote a check for $500 which was cashed first thing Monday morning but no call from them about financing. I waited a day and called them only to be told that the terms were $30 more a month than we agreed to. When I told the finance lady that I could not accept those terms she said"it's only $30 more a month" at which time I told her that I could not buy the trailer at those terms. I expected that at that point I would get a refund for the deposit but after 2 weeks and no refund I had to call them back and request it. She then said "you signed a contract that says your deposit is nonrefundable, The GM will have to approve a refund. I asked that they request the refund from the GM and to have him call me. He never called, after a few weeks passed and no call or refund I called him. He told me that he was not going to refund my money because I posted a warning to others on their Facebook page and called me a lair. He stated that he does this to others at least 10 times a year. I told him what was promised to us was not delivered. He said he would look at it and call me back on Tuesday with a decision. He never called, he had the salesman call to tell us he was not going to refund our money. I asked to have the GM call me but he has not. This is a deceptive business practices. When the terms were not met the contract was voided and a refund is due.Desired Settlement: The terms that we agreed on were not meet and I want the a refund as promised.

Business

Response:

Dealership response to the [redacted] complaint we received today:Mr and Mrs [redacted] came into our dealership and made an agreement to purchase on 3/14/15. Documents are attached to include non refundable form.They made an agreement on this day to put $3000 cash down and buy a NEW 2015 Coachmen trailer. Terms were agreed as such on a 15 year term at 180 month with $3000 cash down. This was a Saturday. On 3/16 their paperwork was sent to our lending sources and with their credit history their loan took most of the day to get an approval. Customer was left a message to call the dealership on 3/17. Customer called into the dealership on 3/17 and stated they wanted to lower their downpayment AFTER they were approved to $1000 and wanted to keep their payments the same. They were told that would not make sense and it would be a $30 increase to do it that way.In speaking to the customer I have learned that they had the money but didn't want to put it down at the last minute due to wanting to spend it on the campground spot rather than the trailer. Customer was also on 3/17 offered their SECOND choice of new unit they said they would consider buying at the same exact payment of $180 a month. They said they would let us know.The dealership made 6 contact attempts from 3/17 till 3/31 with no response or contact from the customer. Late on 3/31 the customer called into our dealership to speak to a finance manager and asked for his deposit back that he was not buying a camper. He was told that they were not sure if they could refund the money and had to check with the General Manager before doing so. Directly after this call was made the consumer made a public post on our company facebook page which is also attached to this email.I responded to him immediately and again no response. In searching the history of this deal what we noticed was Mr [redacted] was very untruthful and actually had purchased a used 5 year old RV at another dealer while we were holding an RV here for him to buy. We held the unit off the market till 3/31 waiting to hear from him.I had a phone conversation with Mr [redacted] related to this and also sent him an email which he claims he never received. At first he denied buying at another dealership until I saw what he had posted on his facebook page. There was an earlier post of him trying to buy a 5th wheel he could not afford from a couple days earlier also on his facebook page. We had a discussion related to the post and his transaction and even during the process he apologized for making the posts and not contacting us.I told him and I believe he misunderstood, I have an incident about 10 times a year where a CONSUMER BACKS OUT of a deal where we have to make a decision to refund the deposit or not and he was also told in 9 out of 10 of those times we normally do unless there is something that may make us look at it differently and this is one of those cases.Lying about buying, not being truthful about how the transaction went down and also making false public post about us and his transaction has lead me along with the legal documents he signed to NOT refund his deposit. If it was strictly a finance issue and him not being approved or terms etc, which happens here all the time of course we refund the money by law we are required to do so. In this case it was strictly someone taking a swing after agreeing to terms trying to renegotiate an approved deal.Mr [redacted] can still buy the trailers he picked out at the terms he agreed to at our location with no hard feelings for the next 7 days.Hope this clearly explains our position.Thank you,[redacted]

Review: I agreed to purchase a travel trailer and additionally a centerline brand hitch. The price of the hitch was $625.00 installed. Before taking delivery I verbally requested to change from centerline hitch to equalizer brand. The salesman replied that it would be no problem due to pricing being the same.I took delivery on July 20 2015 and didn't notice that the hitch was a different brandcalled an e2 brand.On aug 23, I had a problem with the hitch and discovered that it was not the hitch that I had agreed to purchase.Additionally the problem with the hitch was due to improper installation.(That is ,the distance from the hitch ball socket to the link bracket assembly. is too long)Desired Settlement: I will return the e2 hitch and accept the equalizer hitch that I originally agreed to purchase.

Business

Response:

This gentleman was in around July 30th to pick up his new trailer. While purchasing it he agreed to get a Centerline TS hitch for $635.49 plus tax. Sometime between then and picking his trailer up he contacted his salesman, Wayne S[redacted], and changed over to the Equalizer E2 hitch we offer and it wasn’t a big deal because it is the same price, $635.49 plus tax. The customer called in within the past few days stating that he was sold the wrong hitch and his hitch was installed incorrectly. The salesman, Wayne S[redacted], talked to him and reminded him how he wanted the Centerline hitch but then went with the E2 hitch and the other option is the E4 (an upgrade of the E2) but that was $330 more. He said that we did not sell him an Equalizer hitch but the E2 is one. He also stated that we installed his hitch wrong – the brackets being installed too far back and the bolts bent due to that. We sincerely apologized and told him he could swing by at anytime rather than using our schedule which is booked over a month in advance to resolve the problem. He talked to his salesman and said he wanted the Centerline TS hitch and we told him we cant refund him for work we did or a hitch he bought (due to it being used) but we would discount the total from $635.49 to $610.49 plus tax - $25 off. He did not give us an answer and talked to his salesman and then his salesman agreed he wants the Centerline TS so one of our Advisors called him to get a set time of when we would see him but the customer failed to answer or call us back. We still have not got a call back. Thank you for your time and call me if you need anything! Thanks! Vincent G[redacted]Service Advisor

Review: WE PURCHASED A 39 FOOT OPEN RANGE 5TH WHEEL CAMPER IN 2011. THAT SAME YEAR WE CALLED AND TOLD THEM THAT THE AIR CONDITIONER WASNOT WORKING IT DID NOT COOL THE CAMPER AND HARDLY ANY AIR CAME OUT OF THE VENTS. THEY HAD US BRING IT INTP THEIR REPAIR SERVICE TO FIX IT WE TOOK IT IN AND WHEN WE GOT IT BACK WE HAD THE SAME PROBLEM THIS WENT ON FOR 2 YEARS FINALLYTHEY TOLD US THAT THE DUCT WORK WAS COLLAPSED AND THEY NEEDEDTO FIX THAT THEY HAD IT ALL WINTER AND SAID THEY FIXED IT. WE GOT IT BACK AND STILL THE AIR DID NOT WORK CORRECTLY IT DID NOT COOL AT ALL. WE CALLED THEM AGAIN TOLD THEM OF PROBLEM AND THEY CLAIMED THAT OUR CAMPER SHOULD HAVE HAD 2 AIR UNITS ON IT BUT THERE WAS ONLY ONE. WE TOLD THEM WE WANTED A SECOND UNIT AND THEY SAID THEY WOULD NOT PUT THE SECOND ONE ON. LAST SUMMER THE AC UNIT QUIT WORKING ALL TOGETHER SO WE CALLED ANDWE HAD PURCHASED AND EXTENDED WARRENTY WHEN WE PURCHESED TGHE CAMPER. WE TOLD THEM OF THE PROBLEM AND THEY SAID THAT THE AS UNIT THAT WAS ON OUR CAMPER HAD BEEN DISCONTINUED BUT THEY WOULD REPLACE IT WITH ONE THAT WAS EQUIVILENT WHICH OUR UNIT WAS AN AC AND HEAT PUMP UNIT. THEY CAME OUT LAST AUGUST REPLACED UNIT AND IT WORKED ONE WEEKEND AND HAS NOT WORKED SINCE THEN WE HAVE CALLED NUMEROUS TIMES AND THEY HAVE COME OUT. THE LAST TIME THEY WHERE OUT THEY REPLACE THE ELECTRIC CONVERTER IN CAMPER AND SAID BECAUSE IT WAS A COOL DAY THEY COULD NOT WORK ON THE AC THEY ALSO CLAIMED THAT THE NEW ONE THEY PUTIN DOES NOT HAVEA HEAT PUMP ON IT BUT TOLD US WHEN THEY REPLACED IT THAT IT DID THAT WAS OVER A MONTH AGO.WE ARE ALSO HAVING PROBLEMS WITH IT LEAKING. TODAY THEY WERE SCHEDUALED TO COME I CALLED TO SEE WHAT TIME THEY WOULD BE COMING AND WAS INFORMED THAT WE WHERE NOT ON THE LIST TODAY FOR REPAIR AND THAT THEY WOULD HAVE TO PUT US ON SCHEDUAL BUTIT WOULD BE COUPLE OF WEEKS. TILL THEY COULD COME. WE FEEL WE ARE GETTING THERUN AROUND AND OUR NOT SATISFIED AT ALL. THEY DO NOT BACK THERE PRODUCT AT ALL.Desired Settlement: WE WANT THE AC TO BE FIXED OR REPLACED PROPERLY IMMEDIATLY NOT WEEEKS OR MONTHS FROM NOW. I WANT MY CAMPER TO COOL JUST LIKE ANY OTHER CAMPER YOU GO INTO SO IF THAT REQUIRES A DIFFERANT AC THEN THAT IS WHAT WE WANT. WE PAID ALOT OF MONEY FOR THIS UNIT AND OUR VERY DISATISFIED WITH IT.

Business

Response:

This consumer bought a 2010 Open Range 5th Wheel Camper on 3/30/2010 not 2011 as stated in the claim. This unit was ordered from the manufacturer at the time Open Range (which has since ceased operation and is now owned by Jayco Inc) The consumer placed this order for a specific build on January 16th, 2010. Ordered and requested certain options be installed on the order. First complaint was in June of 2010 that the unit was not cooling as well as they would have liked. Repairs and diagnosis was done at that time and it was found a vent was closed and the other vents and rooms were functioning as designed temp wise with normal variation on distance from main units. Another complaint was presented to the manufacturer on July 20th 2010 also stating the unit was not cooling to their desires, no repair needed or detected all operations functioning properly. December 2010 records show again it was complained that the unit was not operating right cooling. Was found to have a collapsed part in one area of the ducts and that was corrected and repaired. During this time from July to December the Open Range manufacturer was involved in the diagnosis and complaints by the customer.

Review: We purchased a 2014 Coachman Catalina Deluxe 37DQBS on June 3, 2013 from Clem's Trailer Sales in Ellwood City, PA. We took delivery of the travel trailer on June 7, 2013. When we went to pick up the trailer and we were informed that the sliding screen door was bent. We were told by Clem's that they would order us a new door and it would arrive in a couple weeks. Also they did some last minute adjustments to both tip outs. The tip outs were not sealed on one side to the trailer. We also paid $800.00 for a prep package to make sure everything was working properly before we picked it up. After we set the camper up, at the location it will remain for the rest of the summer, I noticed that the sliding glass door blinds/mechanism was broken. I called Clem's and spoke with their service department. They stated they would order new blinds/mechanism for us.Within a couple weeks we noticed several things wrong with the trailer. The two windows in the bedroom will not close completely. The air conditioner has now froze up several times and overnight when it defrosts it leaks all over our floor. Also, for example, we have the thermostat set at 75 but it will be 70 degrees in the trailer. They stated that is because the air conditioner is not working correctly. The front bedroom door doesn't close very well and rubs. The door is marked up from rubbing on the frame. The bathroom doors under the sink would not close, they hit each other. The main tip out was not sealed properly when the camper was set up. The bathroom door is not adjusted properly and the door rubs on the track it slides in. That door has marks on it from it rubbing on the track.We called several times and at first they stated to wait until the door and blinds came in and they would come up and fix all our issues. It was supposed to be two weeks for the door to come in. However the door and blinds have not come in yet. After four weeks we told them they need to come fix our issues. Clem's came up on July 2nd to look at all our issues. The bathroom sink cabinet doors were fixed while they were there. They also adjusted the tip out and is now sealing properly. The bathroom door was not noticed until after they were out.Desired Settlement: I would like our issues to be resolved quickly and our parts to arrive very soon. A lot of the issues we are having should have been taken care of. We paid $800.00 for the prep package. I think they should refund that money because they clearly didn't prep the camper.

Business

Response:

From: [redacted] [mailto:[redacted]]

Sent: Saturday, August 10, 2013 10:00 AM

To: [email protected]

Cc: [redacted]

Subject: CASE ID #[redacted]

In response to the above case complaint:

[redacted] purchased a new 2014 Coachmen Catalina trailer from us according to the dates provided. Upon pickup there were adjustments that needed to be made on our final walk through in our service department. We provide a 2 hour walk through with each consumer to ensure that the trailer is to the consumers standards and that they understand the complete operation of the product.

The screen door was noted as bent and was disclosed to the consumer and was ordered at that time. All of our consumers have the control to not accept delivery until all items are complete. Due to the nature of this repair and the noted time frame for this part to arrive at our facility it was noted that both or us agreed to deliver the unit and as it was not a structural issue that would affect their use of the trailer we would provide the part upon arrival to our facility.

Parts can take 6 weeks or more to arrive. A couple weeks after delivery we were notified of items the consumer wanted to have repaired under warranty that were not noted during the walk through after being in use for a few weeks at the campground. This is also very common as the consumer uses the trailer such as in a new home where adjustments need to be made and that is why the manufacturer provides a warranty for these types or repairs.

We sent a technician to the site on July 2nd to complete numerous repairs.

There are additional repairs that need fixed we still have noted all of which involve parts which have been ordered and since receipt of this letter from the Revdex.com have arrived from Coachmen.

We contacted the consumer to verify all parts were to match his complaints and we have parts for everything that has been added over time. We started with one list and over time the consumer added additional repairs which we ordered more parts for and that also delayed the repair as we had to wait on more parts.

The manufacturer does not pay for any road calls to the site regardless of repair as noted in the consumers paperwork. We have and will be making no charge on site road calls to make the repairs in the campground at our expense as a good will measure. Onsite road calls can cost anywhere between $150 and $250 per trip.

The cost of the prep in the deal of $895 the consumer paid is how the unit was priced and how we price the units. Some dealers do the pricing as a total price some break it out, we break it out so the consumer can see all the charges to be forthcoming with the consumer.

The consumer did not pay for anything additional nor did they pay retail for the product. They would have paid what they paid whether we broke it out or not. We do business honestly and have for 50 years. Occasionally there are issues that arise in service and we do what we can to make things right. We have been at the mercy of the manufacturer since the issues have arisen. We have no control over parts arrival times out of Indiana.

We are willing and have been ready to go make these repairs but we received this complaint and are now awaiting direction from your office and the consumer to complete the repairs asap and satisfy this open case ID. Please let me know on how they want us to proceed.

Thanks

Clem's RV & Trailer Sales

General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. With this I would like to add a couple of things. This prep package they charged for was explained to us in a way that there should be no issues with the trailer. This should not be explained to people in this way if that is not the case. Some of these issues should have been dealt with prior to delivery of trailer. Such as the doors not closing, no leaks, the windows not shutting correctly and all the minor things that we have found. We were told this prep would take two of their employees two days to go over the camper. That is why we had to wait till later in the week to take delivery. We really just want the issues fixed and fixed correctly and timely. I am dissatisfied on the prep Clem's did on the trailer. The only thing we had found at later date from the list of issues was the bathroom door. I am not sure why they state we kept adding issues. The first two issues were the screen door and the blinds/mechanism, on the first day of delivery. All the other issues except the bathroom door were given on the same call and also when the repairman came out to fix some issues. I am not sure why the parts would not have been ordered all at the same time. In my opinion they didn't order all of the parts at the same time because they were not planning on fixing all our issues. I will be satisfied when our camper is fixed and fixed correctly. if there are any other questions please contact me.