Fun Town RV, LP

I am sorry to hear of the issues you have experienced with your purchase from us I have spoken with the service manager and he has put techs to work on it to try to get it out in time for your upcoming trip We have experienced some turnover and the advisor that you spoke with has been let go We want everyone to have a star experience with us and will do what it takes to get you camping again

I am attaching the phone call from November 24, in which you clearly state you will call Arthur Ross, the sales manager, on Tuesday, November 28th to make arrangements to bring the trailer in for the repairs He stated that he would get the repairs made and have it back to you in the same day We did no work on the underside of your trailer, so if anything was done it was that way from the factory They use a material called Darco on the underbelly, and sometimes they use tape to hold any tears Until we examine your trailer we don't know if that is what the problem is or not If you read the paperwork on your warranty, it states that any warranty work must be done at the dealership When you bring the trailer to us, we will make a list of all of your warranty repairs and complete them in a manner stated by the manufacturer However, we will not reimburse you for anything that we will be repairing We are more than willing to work with you to resolve these issues as agreed to in the contract you signed so that you and your family can enjoy your coach

We will have the [redacted] ' unit ready for them to pick up tomorrow so that they can take their trip Unfortunately, we are still waiting for parts from the factory This is beyond our control We will hold the parts and finish the repairs upon their return Mr [redacted] is aware and has agreed to this.As far as the accusation about lying on our Revdex.com replies, the review Mrs [redacted] is concerned about is from our San Angelo location, which recently moved into a new location So the accusation is unfounded.We appreciate their business and will continue to work to complete the needed repairs in a timely manner

After investigating Mr [redacted] ' claims, I have discovered that we have completely dropped the ball on getting his spare tire to him His salesman didn't follow up to make sure it got ordered through the proper channels after delivery, and he is no longer employed by our company I will make sure that the spare tire is ordered and delivered to his home as soon as possible and will have someone call and update him on the progress We appreciate his business and apologize for the inconvenience This is definitely not the way we want to conduct business and treat our valued customers

I picked up the trailer last week Over the weekend we took the trailer camping Now the cabinet door fell off I contacted ***, at the service department, and he requested I take pictures and email them to him and then he will order the parts

I apologize for the delay in getting the parts shipped The service manager that was filling in at the Waco lot thought the parts had been shipped, and when he moved to a different location he was under the impression that they were going to be shipped directly to you The factory shipped them to one of our other locations, and the new service manager didn't know what was going on I have located some of them and will be shipping them out immediately directly to you If we are unable to locate the others we will re-order from the factory and have them shipped to you as wellAgain, I apologize for dropping the ball on getting your parts to you in a timely manner I will be sending you a gift certificate to use in our parts store at your convenience

I am sorry to hear of the issues the [redacted] are having with their trailer, but in all fairness, the facts have been completely misrepresented I am attaching the phone call that Mrs [redacted] made to our service department on June at 3:PM, days before she wanted to use her camper for the Fourth of July weekend She spoke with [redacted] , and at no time did he say that we were months out in the service department He merely said that he couldn't get the repairs done in time for the 4th of July Secondly, it was Mrs [redacted] that requested a mobile technician, because she stated that her husband works all week and she can't tow it When the [redacted] purchased their trailer, they signed paperwork stating that they understood that we do not make mobile repairs, and that any warranty repairs would need to be made at one of our locations unless they wanted to pay a mobile technician to come to them We paid for a mobile technician after their initial purchase and absorbed the cost because they had recently purchased their trailer We did not have to do so, but did it as a good will gesture We will not be offering to do so again, especially after such an unwarranted attackThis is merely the second phone call we have received from the [redacted] since they purchased their trailer in September of 2015, so for them to suggest that we are not "owning up" to something is insulting We would be more than happy to fix any issues with their trailer, but they will need to bring it to us and not call days before they want to use it during our busiest season and then accuse us of not wanting to fix it and that we need to fix our service issues We can try to schedule them in the second week of August to make any needed repairs This would leave plenty of time since their warranty would not run out until late September

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as they follow through with contacting us and get this issue fixed asap Regards, [redacted]

My service manager has called and left messages for you twice, with no return call

When Mr [redacted] purchased his 5th wheel, he was informed that it was a "Gas & Go" and explained that in such instances we will inspect the propane gas lines as required by law, but that a complete "Pre-delivery Inspection" would not be performed He was ok with that, and wanted to proceed with the purchase He was told by his salesman that if we had a microwave that was taken out of a unit, we would install it for him, but if not it would be his responsibility to install one himself Again, he was ok with that and wanted to proceed with the purchase Attached is a follow up phone call to where Mr [redacted] inquires about the microwave, and it is explained to him that he will have to get his own, and he is perfectly happy with that As far as the plug for the water heater, in a "Gas & Go" situation the unit is sold "as, is, where is" and this was explained to Mr [redacted] by the salesman Mr [redacted] even used the term "Gas & Go" when he called in and spoke to the salesman at a later time At no time did the salesman or manager promise a complete inspection or tell him we didn't make enough money on it to replace the microwave It was our technician's oversight for not putting the power cord in the unit before it left our lot and I do apologize for any inconvenience that this might have caused him When Mr [redacted] 's wife came the next day to pick up the cord, we gave her a foot cord instead of a foot that is standard to make up for our error When Mr [redacted] called the salesman and was told this, he was happy about it The salesman misspoke when he told Mr [redacted] that the county is backed up This is not accurate We recently hired a new title clerk to help with some of the work and she is just getting trained, which caused some slow down Mr [redacted] showed up unannounced at a separate location from where he purchased to inquire about his plates Had he taken the time to call ahead and inquire about it with the parties involved and not just show up, we could have investigated and found out where they were, saving him time and confusion The manager of that lot drove over to speak with him but he had already left After they tracked it down and found them, we were able to get his plates for him I wish Mr [redacted] the best with his purchase and apologize for our mistakes in the power cord and license plates We will take the necessary steps to make sure this doesn't happen again in the future I thank him for choosing to do business with us and would welcome him as a customer should that need arise in the future

Our finance department personnel are trained to sell the extended warranties by pointing out that if you need warranty work done but cannot bring it in, the extended warranty will cover the cost of the mobile tech service call Since you have already used it, once, I don't see how it is of no use Plus, RV's are designed for recreational use, not the day to day stress of full time living Your extended warranty will cover your major systems after the first year when your manufacturer's warranty runs out

All requested work on their unit has been completed to our knowledge They are asking for an extension of the warranty that is a factory warranty offered through Heartland RV, not through the dealer, Fun Town RV We have no authority to authorize any extension It is not unheard of for the factory to offer an extension to a customer that has had numerous issues with their camper in the first year, but the customer must request that from the factory They can call ***-***- [redacted] and request an extension from the warranty department

According to [redacted] on Thursday, November 19th, our camper is not ready and the service department is still waiting on parts from the manufacturerTherefore Mr***'s claim that the camper is repaired and ready for pick up is not true According to this information our camper is not currently ready for pick up and not repaired to the manufacturer's specifications.I spoke with our sales rep [redacted] on Wednesday, November 18th, and he was going to speak with the sales manager and call back with their optionsHowever, while [redacted] did return my call, the sales manager had not responded to ***'s inquiry.We want a replacement trailer or acceptable reimbursementAccording to Mr [redacted] stating that they can only give us a trade in value of a used trailer because ours has been titled and they would have to sell it as usedThat statement shows that the dealership is concerned with their profits and not the best interest of their customersWe have only used this camper for five nights in the span of seven monthsThe camper has been in the shop this time alone for eleven weeksPrior to that another month or more.Also, Mr***'s analogy of returning a coffee pot to Walmart is unprofessional and unwarrantedWe did not buy a five dollar coffee pot we bought a travel trailer that is worth much more and have given the dealership adequate time to receive parts and fix the issues

It was my understanding that the unit was finished when I posted my response I was later informed that there was some metal that was to be replaced, which was done two days later, and is completed now Gulf Stream is sending a technician to inspect the unit day after tomorrow, and he will be able to ascertain if there are any additional issues that need to be addressed I will discuss with him the current state of the trailer and whether the problems experienced thus far point to more significant issues or have been resolved.In the event that the problems can not be remedied, we will work with the factory towards a reasonable solution for the customer

Complaint: [redacted] I am rejecting this response because: I will accept closure when I get my trailer repaired or replaced if you can't fix issues that have been wrong since I bought itEspecially the oven pilot light This and the seal that keeps putting water in my trailer every time I drive in a rain stormIf this is structural issue because of damage done prior to purchase then replace it.You have worked on seal times already and stove times supposedlyOne time you said nothing was wrong with the stoves pilot light (not included in the adove)You are putting my family at risk with this Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below Regards, [redacted] I still have not received the screen nor any further communication from [redacted] about the screen - I pointed out to [redacted] by email that he did not include the screen in what he sent BEFORE the items shipped and he did not respond [redacted] knows that I am a doctor and that I see patients during the day so I cannot make/take personal callsI have emailed to him detailed information about the screen twice and he has not responded to either emailI do believe he is trying to force the "phone call" issue only to make it seem as if I do not communicate, but I have very clearly and in detailed fashion emailed about the screen, have forwarded to him the dimensions and also the prior emails from his company about the screen and dimensionsThere has been no lack of communication on my partThank you for your assistance

I am sorry to hear of the delay in getting Mr [redacted] trailer back to him I checked and we are currently waiting on the correct decals to be shipped from the factory, since the wrong decal was sent the first time We called Mr [redacted] on August and told him we were only waiting on decals and he could pick it up and use it to camp and come back by for the decals, but he said he wanted to wait until it was completely finished Since it was our error that caused the initial delay, I have authorized a check to be cut for $to cover two months of his payment while his trailer was in our service department We appreciate his business and hope that he would consider us again in the future for his RV needs We have recently made management changes at that location and hope that these issues will not happen again He is welcome to use the trailer now or wait for the decals

Complaint: [redacted] I am rejecting this response because:We still have not received the checkAccording to my usps informed delivery it will not be delivered today eitherWould it be possible to come pick up a check in person this week? Regards, [redacted] ***

I have discovered that the customer has filed a complaint with the state At this point, I will no longer be responding to this complaint, as it will be handled through legal channels

When Mr [redacted] dropped off his trailer we made the repairs we could and ordered parts There was nothing that would have kept him from using the trailer until the parts came in, and that is what he was told There is nothing wrong with the refrigerator The ventilation has been corrected and the television mount fixed It will be ready for him to pick up on Friday All repairs were covered by the manufacturers warranty We will continue to work with Mr [redacted] to take care of any issues that might arise during his ownership of the trailer