Fun Town RV, LP

I am sorry to hear of the [redacted] dissatisfaction with our extended warranty Apparently they were unsure of what exactly it did and didn't cover I approached our Finance Manager at the Waco location and he e-mailed me the following time-line, which I verified by the notes in our computer system"The customer called service around the first week of September wanting to get their RV couch cushions replaced under warranty because of fading Service explained that warranty would cover mechanical issues and not cosmetic This was also detailed in the paperwork that the customer received at time of purchase However, the microwave and LED strip would have been covered Around September 19th the customer contacted the finance department to cancel the service contract because "it was no good." As the customer put itMy assistant sent the cancellation authorization, which the customer has to sign, immediately after the request In the meantime, Mrs***, contacted us checking on the cancellation and we told her it could not be processed without the signed form I gave her the refund amount which we would send to [redacted] to apply towards the payoff on the coach At this time Mrs [redacted] went off on a rant calling me and FunTown "a bunch of crooks!" She didn't like the fact that the warranty time started ticking from day one and not after the factory limited warranty ended Mrs [redacted] felt we were just wanting to keep her money because she wanted a percent refund.As with every customer, it is a procedure to explain start time of the service contract and the difference between it and the factory limited warranty.Mr [redacted] then called me afterward and asked me to explain that to him as well and said that "it was perfectly understandable, his wife just didn't understand." I explained to Mr [redacted] that we would be happy to refund the money but could not do so until he signed the form and returned it to us He signed and finally returned the form to us on October 3rd and we began the process Along with the form, he stated he would be calling the owner of the company.The warranty cancellation check mailed out 11/02/to [redacted] in the amount of The check # is ***."Please note in the attached e-mail sent to Mr [redacted] 9/19/the part explaining that the whole process can take - weeks and asking for the documentation to proceed which he failed to provide for more weeks We are sorry for any confusion they may have had The check has been mailed and we wish them the best on any future endeavors

We are working with the [redacted] to try to get them traded into another trailer However, the reason they are upside down in the trade is because they chose to only put $down and finance the full amount, including the extended warranty, GAP insurance, and tax, title, and license While this does make for a lower payment and up front out of pocket costs, it makes it more difficult to trade quickly unless you can put more money down on the trade All pre-owned trailers are sold as is, where is, with no guarantees or warranties implied except that appliances will be working at the time of delivery unless otherwise noted This is why we recommend the extended warranty, which did pay for the repairs to the [redacted] trailer and it is now ready to be picked up We will continue to work with the [redacted] and try to help them resolve the situation, either through trade or keeping the repaired trailer they have

I am sorry to hear of the issues the [redacted] have had with their purchase We can only control the issues that we can work on, and we cannot be responsible for work done by another dealer out of state We have completed a large portion of the repairs and are still waiting on certain pars from the factory We will continue to work with the factory to complete the repairs and return the unit to the [redacted] as soon as possible

We are sorry to hear of the issues you have had with your purchase We would be more than willing to fix any problems you are having as stated in your manufacturers warranty, but we must have the unit brought into our service department We do not make service calls, and the first one was just as a courtesy since you had just purchased I believe that one of our sales managers has already been in touch with you to make arrangements Please let me know if that is not the case We will continue to work with you to resolve these issues so that you and your family can enjoy your fifth wheel

In reading your response to our complaint, the tone was condescending and offensive The warranty that was presented to us by [redacted] was that of a "no problem" to get anything fixed We let her know that we did not live in Texas but she had indicated that we could got to a FR dealer and they would fix (the local FR dealer has refused to do the work)Little did we know that our problems began when we left the lot (a/c, hitch disconnect, drawer,radio, slides, stabilizers) Our orientation was done by Tony which was below par He even admitted that he typically worked on the travel trailers and was thrown into the orientation without adequate knowledge of the rig resulting in our calls and concernsAfter multiple calls, [redacted] came out (5/25) to the campsite and was very helpful - he was and is your shining starHe did mention the radio had repeated issues (one is supposedly on order) but was kind enough to repair the drawer and gas issues, checked the a/c, and looked at the hitch disconnect I would like to see the Fun Town's phone log and the responses associated with our concernsResponses have been sub par with limited action For example - you had claimed that [redacted] had called a mobile tech to come out and address our concerns on Friday, July 10...we waited all day for for a phone call so we would be here to personally address - no phone call, no action, no tech, no follow-upAnother example is that the hitch arms were not movable - [redacted] had to take it into a hitch repair establishment to find out that the hitch was put together with the wrong nuts Some examples of our phone log indicate calls were made on 5/20, 5/25, 6/(times), 6/(times), 6/15, 6/(times), 6/(times), 7/3, 7/6, 7/plus a smattering of one offs Would like to see your phone logs and compare "responses." I am happy to present a full phone log and issues associated with each call, who we spoke with and what was done.It appears that once we left the lot FunTown washed it hands of actually fixing the problemsWe have made several calls to your GM to talk about the issues with our camper (Raul Ramierez) with no courtesy call back Although we appreciate your FR dealer map however Buford is an hour and a half away and Anniston is a hour drive I understand that this is a busy season but from a safety perspective we cannot use the camper with peace of mind We are still waiting on the tag which was not processed until 6/when we called ***.I certainly welcome a phone call from you to work through these issues so we can safely use and enjoy our camper(###-###-####)Kind regards, [redacted] and [redacted] **l [redacted]

Complaint: [redacted] I am rejecting this response because:We offered to bring it back but they said that they couldn't get us scheduled for weeks and then they'd have to keep it for another weeksWe don't know how long we'll be at this jobWe could get transferred at anytimeWe weren't expecting to buy a brand new trailer and have important things break in the first few weeks then go weeks without those items or our trailerWe have another dealer doing the warranty work on the parts themselves not the serviceSo, if we take it to Fun Town do we have to wait weeks to have this repaired? Regards, [redacted]

Thus far the only thing that has been done is they have called meNo repairs have been made to the RV, just more promises to fix it, which is all that I got before I started this complaint

My response did not indicate that the Gulfstream technician never inspected your trailer, as he did on November 25th I merely stated that I had not had a chance to followup with our service department because of the holidaysThe technician said that he adjusted the exterior fascia on the slide out and resealed the corners He then ran the slide out in and out over (10) times with no problems He also stated that the repairs made by Fun Town's service techs looked good I have requested his report from Gulfstream and will forward that to you when I receive it I was told earlier that the trailer was ready by one service writer who was mistaken, and I mistakenly told you it was ready before [redacted] informed me that they were still waiting on a part I apologize for my mistake The extension of the factory warranty by an extra year was a gesture of goodwill from Gulfstream, not an implication that they are expecting more issues The issues for which you brought it in are repaired, and it is available to pick up There will be no refund If you want to trade into another unit, pick one out and contact your salesman and he can work with the sales manager to try to make it work to your satisfaction

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11496190, and find that the original issue still needs resolved Regards, [redacted]

There seems to be some confusion on Fun Town's end as to what service has been done and when it was done The prior e-mails first stated that the Gulf Stream tech would be there on 11/25/and then the next e-mail stated that the tech was not there on the 25th dueto it being a holiday week Now on this last e-mail you are saying the technician from Gulf Stream was there Please provide me with the Gulf Stream technician's report I have asked for this a couple of times both verbally to [redacted] in the service department and on correspondence through the Revdex.com e-mail I keep getting told that my trailer is ready for pick up but when I call to schedule a time to pick up the trailer I am told there is still service that needs to be done In regards to the fuses and the jacks...are you now saying the service that was previously done by replacing the fuses with reset fuses was not the correct way to fix the problem? That is very concerning from a safety standpoint Please provide Fun Town service reports and Gulf Stream technician reports to me I can either pick them up when I get my trailer, if the repairs are indeed completed or please fax them to me at ###-###-#### or email them to me.Regarding the extended warranty on the trailer, this only implies that I am going to experience more issues with this trailer in the future I would like a replacement or full reimbursement as previously requested

We had already started to get this ready for himWe had spent approxalready on getting this trailer readyHe is right he had not signed anything it was done over the phoneI have attached the receipt of his refunds

If not willing to refund I would be willing to exchange for a replacement equal to the current trailer

Mr [redacted] ,You would have had to have filled out the online app and clicked the button acknowledging that you knew it was a non-refundable deposit The form won't allow you to continue if you don't Legally, we can keep the $for the work that we did preparing the unit that you agreed to buy However, in the interest of goodwill, I have authorized our finance manager to refund your money It is our desire that everyone have a star experience with our company It is apparent that you were not with the way things were going We will refund your deposit and hope that you will be happy whether you buy from us or some other dealer If we are ever able to earn a second chance at your business, we would be grateful Please contact me should you have any further questions about the refund of your deposit

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 Regards, [redacted]

We are sorry to hear of the issues with the RV the [redacted] have purchased We have completed all but a couple of the repairs that were on the repair order and are waiting on parts from the manufacturer It is available for them to pick up and use until the parts are received We will continue to work with them in the future should any more problems arise We do appreciate their business

I am sorry to hear of the [redacted] issues with their trailer I have already been in touch with them and made arrangements for their unit to be serviced at a location closer to them, and to be completed in a single day so that her husband can still stay in it

Revdex.com I dropped the unit off with a repair facility this MORNING actually, I will let him know I will need to pick it back up If I agree to thisI need to know when they plan on picking up the unit and a tentative date on when they will return itI have not been able to use it now for three weeks and missed a camping weekend already planned and I dont want to miss memorial day Please advise of estimated return datesFYII did ask for exactly what your proposing as wellDirectly to [redacted] and ServiceAnd they basically laughed at meThank you for offering this I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

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 Regards, [redacted]

***, we have fixed all of the issues with this trailer Mr [redacted] picked up his trailer and is happyThe manufacturer added an extra year to his warranty for the inconvenience this has caused

Complaint: [redacted] I am rejecting this response because: the response states that they will have corrections made in one day When I spoke with them they are wanting us to leave the unit with them over the weekend or a few days which will put my husband out of the unit and have nowhere to stay while he is workingThe company states that they offer service calls but only to people who bought an extended warranty, which we did not These are issues that have not lapsed over time but should have never made it out of the factory/lot with these problems as some of them are a risk of safety Regards, [redacted]