Flagg RV

I had put a deposit on an RV and signed a contract to purchase. 2/18/20. Today the dealership called and said they had sold it to someone else.
I have a contract from Flagg rv on 2/18/20 where I put a deposit on a 2018 huricane motor home. I had put a deposit of $500 down and have a signed contract by both parties with no experation date. Kevin quinlan was the sales person and was a great sales man. My issue is with the sales manager ray who had called at 10am on a Saturday when I was at work. He left me a message saying he was going to sell the rv if he didn't hear back from me. I had just talked to the finance manager cindy on Thursday evening finalizing the numbers. I had told cindy I would let her know a final decision on Monday as I didn't have time to discuss the finance numbers with my fiance yet. I had called them back at 2 pm when I got my phone back and they informed me they sold the rv already. Now the next closest model of that rv is in san Diego from what I can find. Now I am out a lot of time and agrivatin and will have to travel very far and pay shipping to receive a product I already had a signed purchase order. I was going to purchase this vehicle for $77,995. The new vehicle is also $79,999 and will be around $2000 in shipping travel costs to receive it. I was also informed on Thursday they don't even have the title yet and can't sell the vehicle legally for 2 weeks.

I had an unpleasant, three-month long interaction with the service department at Flagg RV that I think demonstrates a lack of competence, a lack of consideration, and a lack of ethics.

Note: this Revdex.com site currently identifies digits as "confidential information", so I had to change all dates and times to words.

On August fifteenth, I called Flagg to see if they could handle the repairs to a motor home that I had purchased from them, and that call resulted in a three-month back and forth in which I was ignored, fobbed off to a service manager, *** H, who never seemed to be available, and generally had my time and energy disrespected. In the worst case, Flagg scheduled an appointment for me to bring my rig to them, so that *** could see it for himself. I dutifully showed up for that appointment only to find that *** had taken the day off. The service reps and a technician scrambled to try to cover for *** but in hindsight, it should have been clear to me that day that the service department does not have its priorities in order.

Here is the record of the whole interaction from start to finish:

AUG FIFTEENTH
- I called Flagg RV and spoke to *** I told her that I need my rig's roof repaired through an insurance claim. She told me that she wanted to get input from her service manager, *** regarding how to handle insurance claims and to get a better idea of the work involved. I offered to email her pictures of the damage. I emailed the pictures just as I had promised that I would do. This starts an email thread that goes on until AUG THIRTIETH. It takes over a week for *** to get *** to look at the photos. When he sees the photos, *** decides that it would be better to get an in-person estimate, so we schedule something for September fifteenth.

SEP FIFTEENTH
- I brought my coach to Flagg, but *** was not in. The service reps scramble to find a technician to look at my coach, but all the tech can tell me is what the service rep on the phone had told me a month earlier: namely, that he couldn't make a determination, that he would ask *** about it, and that Mike would get back to me.
- I waited TEN days, and *** did not contact me.

SEP TWENTY-FIFTH
- I called Flagg to check on progress. The rep who answered the phone appeared to have no context for my call even though I had been in email and phone correspondence with Flagg for over a month. I tried one more time to explain what I needed from them, and I was told one more time that *** would get back to me.
- A week passes, and *** did not contact me.

OCT SECOND - I called Flagg and asked for *** I was told that *** had left and was transferred to his voicemail. I left him a detailed message in which I left my name at least twice and my cell phone number three times.
- A week passes, and *** did not contact me.

OCT NINTH
- I called Flagg RV and asked for *** but the receptionist, *** told me that service is not open, because it is Columbus Day.

OCT TENTH
- I called Flagg RV, spoke to *** and asked for *** transferred me to *** but the wrong *** sales *** Sales *** did not offer to transfer me and instead asked me to call again and ask for "Service". So I called back, got *** and asked for "service". I was transferred successfully, and the service rep transferred me to *** voicemail. I left a message just as I had on October second.
- *** finally called me back. He stated that he would work on my estimates and contact my insurance company. I promised to send him an email with pictures of the damage to my coach, which I did almost immediately.
- A month then passed, and *** did not contact me.

NOV NINTH
- I called my insurance company to ask if they had received any correspondence of any kind from Flagg RV. The insurance company confirmed that they had NOT been contacted by ***
- I called Flagg RV reception and asked for *** I was told "He is on vacation, but he'll be back Monday".
- Three weeks passed, and *** did not contact me.

NOV TWENTY-EIGTH
- I emailed *** to see if he received the photos that I emailed him on October TENTH and if he was working on my estimates.
- Two days passed, and *** did not contact me.

NOV THIRTIETH
- I called Flagg RV and asked for *** I was transferred to a service rep who told me that *** was on a week long trip but that he would be in tomorrow by EIGHT AM. She offered to put me into his voicemail, but I declined.
- Fed up, I called *** RV down on the Cape - a two and a half hour one-way drive for me whereas Flagg is twenty-five minutes away - to schedule the work with them.

DEC FIRST
- Out of morbid curiosity, I called *** one more time to see why he didn't seem to want my business. That went as follows.
- I called the desk, got *** and got transferred to service. I asked to talk to *** I probably let my frustration show, because the service rep offered to page him, and for a wonder, he got on the phone with me, right away. When I asked him why he did not want my business, he claimed that he did want my business and proceeded to try to whitewash the previous three month ordeal with the following laughable excuses:

A. First, *** claimed to have been working on my estimate but that he had just gotten back from a week away, which I guess is supposed to explain why I was neglected for SIX weeks.

B. Next, he stated that he couldn't do a proper estimate without seeing the rig in person, so I would have to bring it down. WHAT!? Firstly, how could *** be "working on my estimate" but still need to see the vehicle? Secondly, I already took the rig down there on September FIFTEENTH for the EXPRESS REASON of showing it to *** and *** was not in. Did he really expect me to waste another two hours of my life on him?

C. Then, he claimed to have replied to my email but that I must not have gotten it for some reason. I leave it to the reader to decide how credible that claim is.

D. Finally, *** talked about a number of technology failures that had plagued Flagg RV, in the recent past. He said that they have three servers (I assume that means email servers) and that one or two of them went down, and then, when Flagg was able to get them back up, some or all of the servers were infected with viruses.

And that, finally, ended this maddening saga. I think that the record speaks for itself, and the only further commentary I will offer beyond my one-star rating is that you consider that Flagg has been in business for thirty-eight years but is not Revdex.com accredited.

After searching both the internet and in person for the last 2 years and being hesitant about making a purchase we found a floor plan that we like and investigated at flagg. Our sales rep Andrea was very good to work with and Charlene in the finance department did a wonderful job. When we went to pick up the unit the service department did a great job setting up the hitch and giving us a thorough walk-through of the unit and answering all the questions I had about the unit.
Thank you Flagg RV for such a pleasent experence.

Company is not honoring our insurance policy that we paid for in full.
We bought our 2016 Keystone Outback 325 BH, serial # 4YDTXXXXXGBXXXXXX on 02/15/2016 from Flagg RV in West Boylston, Ma XXXXX with sales agent *** with a cashiers check #XXXXXXX from Peoples Bank for the amount of $36890.00. Paid in full for $35345.00 with a 7 year service contract for $1895.00, for a total of $36890. As with any new travel trailer there are things that break in the first couple of years from the poor workmanship and we bought the insurance plan so we would have no worries.
Here is a list of the repairs that have been needed for over a year and the ones that have not been addressed by Flagg RV.
Repairs still needed.
1. Awning motor to retract awning does not work, has been replaced once last year but it is already broken again.
2 Stabilizer jacks front and rear, rear jack bent the first time we went camping, took over a year to get a replacement, front jacks broke this year, these have been replaced once by us and twice by Flagg RV.
3. Fresh water tank fills on its own, needs new valves, per Flagg repairman, have never been addressed by Flagg for the almost 3 years we have owned the rv.
4. In Command RV tablet that has had problems with not getting the blue tooth signal from the panel in the front storage. This causes all systems, IE. slides, awning, jacks, water pump and all lights to not work. We have contacted the company ASA Electric at XXX-XXX-XXXX in June 2017, *** suggested we try rebooting every week, this was not a solution. Contacted them again this year 2018 and they think the tablet is not receiving a signal from the panel in the front storage compartment. Told us we needed a blue tooth booster to make it work and our dealer needs to install it. Flagg Rv was informed of this in 2016 and has not ordered the part, so could not be fixed.
5. The damage to the outside kitchen counter tops, see below, resulted in the inability to close the outdoor kitchen door properly, it is now warped and we were told it was not covered by the policy.

Items that were repaired.
1. Bedroom window shade, has been fixed.
2. Bathroom ceiling fan, has been replaced.
3. Out door kitchen counters were replaced due to damage from being an outdoor kitchen.
4. Out door kitchen stove was replaced, could not cook was not getting propane.
5. Out door kitchen BBQ was not working, replaced by flagg RV.
6. Main slide out, kitchen slide out and bunk house slide out were all not working, repaired by Flagg RV
7. Toilet tank foot pedal would not turn water off, fixed by Flagg RV
8. Hot water heater did not work and was leaking, had an private rv repairman fix it because we could not wait for Flagg to fix it.

We have contacted flagg regarding all these repairs and have emails for everything over the last almost 3 years. They have known about all of these things and reassure us they have it but then they send a workman out who says he never received the parts to make the repairs.
I wrote a disgruntled review about their service dept. and they came out right away and fixed some of the list. Flagg RV actually had a satisfied buyer contact us and tell us we were not being cooperative with Flagg. What is there to cooperate with, we are here in our rv 24/7? They can come out anytime and fix things and they do send someone to do repairs but we can't seem to get all the work done that is covered by our insurance through them. We need your help.

Rude, flippant and sarcastic when they lied about my RV prep and screwed it all up. No plates, registration or sticker. RV needed a fuse, took 3 hrs to replace it. HORRID CUSTOMER SERVICE

This company is great with available stock and salesman *** was very nice until we walked out the door after paying for the rv and 7 year ins program in full. Now 1 year later and they have forgotten about us. We have many repairs that need to be taken care of and Flagg Rv is dodging us, playing phone tag, not calling back out right avoiding us, What an insurance scam they have. STAY AWAY FROM FLAGG for your own peace of mind.

A nightmare waiting to happen. God Forbid you have an issue with your RV or their staff they will: hide, not answer questions or blame you.

After searching at many RV locations, our last stop was at Flaggs RV. We are very happy with the service we received at Flaggs. The staff was extremely helpful and goes above and beyond. Ray, our sales person was very knowledgable and helpful. Would definately reccomend them to all.