Fun Town RV, LP

We are sorry to hear of the issues that Mr [redacted] has had with his purchase We will make every effort to resolve the problems as quickly and efficiently as possible as soon as we receive the unit at our authorized service center Mr [redacted] has already been in contact with *** [redacted] , our Vice President, to arrange for this to happen Although not required to under warranty, we are going to re-imburse him for his fuel to bring it in and pay for half of his motel stay for days while it is being repaired We will continue to work with Mr [redacted] to address any issues that might occur in the future

The [redacted] entered into a legally binding agreement with us to purchase a Heartland Elkridge Xtreme Light Efrom our website(See attachments, Intent to Purchase Agreement) Mr [redacted] had to check the agreement to continue He then received a copy of the purchase order form (see attachments, Purchase Order Form) It clearly states what happens in Section 8, which I have highlighted We have over minutes of recordings of phone calls between various members of our staff and the [redacted] I will now seek to answer each of the following charges levied by the [redacted] , each point of which are supported by the recordings.Finally got them on the phone and they told me the finance manager said we had excellent credit and therefore could get rate somewhere around 5.99%, and payment around $to $per month - This is false The initial salesperson, Wendy, told them it could be as good as 5.99% They actually qualified for better, but they didn't want to put down the required amount to get to that rate At no time were they promised a particular rate by a salesperson until we actually had confirmation that a bank would take the note They were then both explained their options, and both Mrand Mrs [redacted] were ok to set up a delivery time We have it recorded.However "if" I would go to the website for this rv and click on the buy button and enter credit card info and $1000, they could get interest down around 5% or lower, and possible lower monthly payment- We have recordings of the conversations with Mr [redacted] and the salesperson At no time was this even mentioned.At no time did this person tell me that doing this the money was non refundable- See the attachment acknowledging the non-refundable nature.The interest rate on said paper was over 6% with monthly payment way out of our range-The [redacted] were contacted by the salesperson and by our finance manager and explained the rate, terms, and payments They asked questions and went over it with our finance manager, never expressing that this was way out of their range We have it recorded where Mrs [redacted] said,” That’s not too bad” when told the rate by our Finance Manager and then proceeded to ask when the salesperson would call her back to arrange a time for them to come pick it up Manager called wife once, she was busy and could not answer phone and he left no messageHave not heard from them again- The manager did call and left a message on Mrs [redacted] ’s voicemail We have it recorded.When we entered into the agreement with the [redacted] and set up a time for receipt of their trade and pick up of the new trailer, it set into motion the preparation of the new trailer, the paperwork, and the rest of the things that make it happen Had the [redacted] alerted us earlier to any misgivings they had, we could have stopped the process before the work had been done But the day before they were supposed to come pick up the trailer, Mrs [redacted] called one of our salespeople and told us that she had found a trailer somewhere else she likes better We also have that recorded We will be holding the $against the work we did preparing the trailer If at any time the [redacted] wish to continue with the purchase of the trailer or another trailer with our company, that money will be applied towards the new agreement

We would be more than happy to take the trailer into our shop and fix the issues Unfortunately, Mr*** does not live close to our facility The factory warranty is Forest River's warranty, not Fun Town RV's It states that we will do the warranty work when the unit is brought
back to our facility If not, the customer is responsible to find his own source that will submit the factory warranty Forest River Dealer's are required by their dealer agreement to not turn away warranty work that was purchased at other dealers, but it might not be as soon as we would like it If you find a Forest River dealer that absolutely refuses, you might want to call the factory and report them I researched our phone logs and found that multiple calls were made by Mr***, and multiple phone calls were returned by our service department and the salesman Even though it is the responsibility of the customer to do so, the salesman found a mobile RV technician that is scheduled to come and perform the needed repairs I am including an attachment showing two Forest River Dealers in the area that should be able to do warranty work in case the mobile technician isn't able to do so We have parts on order that we will send as soon as we receive them As I said before, we can only control what is in our shop Once a customer refuses to bring it back to us, we will help in any was possible but ultimately are at the mercy of others We will continue to try to help Mr*** as best as we can at this juncture I'm not sure what promises he was made that aren't being followed through on

I was informed by *** *** that the requested screen shipped yesterday Please e-mail me directly at *** once you receive it and let me know that the order is correct

Gulfstream technician *** *** did look at the trailer on November 25, and said that the repairs to the slide-out were completed to factory specifications We are waiting on a replacement switch that should keep the jacks from blowing the fuse, and it should be in today and the unit will be available for you to pick up I spoke with Gulfstream and they are willing to offer you an extra year of factory warranty We appreciate your business and will work with Gulfstream to make sure that any future issues get resolved accordingly

I am sorry to hear of the issues Mrs*** was having I spoke with the service manager who was already aware of the situation and She picked up her trailer over the weekend and was satisfied with the repairs We will continue to work with the ***s in the future if anything new
arises

Please advise if the trailer has been inspected by the Gulf Stream technician and if not please advise what day this is scheduled for We were previously told that it was scheduled for Wednesday, November 25th in a previous email but with the recent holiday this did not happen If available I would also like a written report regarding the technician's assessment The trailer has now been at your facility for over consecutive months (not including the previous service dates during the summer) We purchased the trailer the end of March and picked it up the beginning of April, approximately months ago All this time we have been making our payments on our loan and meeting our obligations but due to the poor quality, lack of efficient service, and substandard communication on your company's part, we are not able to use the trailer Again, we are requesting full reimbursement or replacement

Complaint: ***
I am rejecting this response because:
As a concerned consumer, all I want is prove that the services and repairs that I have listed below will be completed in a full day because it is an inconvenience for my family and I to be out of our homeI need to know that the underbelly cuts done by Forest River according to you guys, the vent and all other damages done by Fun Town while installing it will be fixed along with the missing trim and the broken breaker doorIt is important to us that the repairs that will be done to my RV will be completed professionallyThat is my main concern and I want to know that you guys commit in making professional repairs not like the experience we had before with the vent hood installed by your technicians which I provided pictures of the damages to your General ManagerRemember that my family and I are currently living in the RV and we cannot afford to be without a homeAlso, that day of the purchase we were given a letter by the General Manager of 1,dls reimbursement for the inconveniences that we received from Fun TownA month later, and we are still waiting for the 1,dls check which I have a copy of the written letter. You did mentioned that you did not work on the underside of my trailer, that if anything was done it was that way from the factory, Forest RiverI need to know what was worked on, could you provide me with a number or could you find that information for me
Regards,
*** ***

We have not damaged the unit, and if we did we will fix it accordingly. We will not make any payments on the coach or insurance, refund the price of his extended warranty, or extend his coach warranty from the manufacturer. We will continue to make the repairs that were requested when he brought the coach to us

Let me start by apologizing for the manner in which our staff conducted business Our salesman should have never smoked in front of a customer, pregnant or not He has been reprimanded and written up In addition, our general manager bypassed protocol and made the decision to sell
the trailer to someone else because he didn't think you would get financed That is unacceptable and is not how we conduct business, so he is no longer an employee of our company Our Vice President of Sales spoke with your mother, and told her that if we trade for a similar unit to the one you were looking at that we would contact you Because it was a used unit and not a new unit, we can't just order another one We will watch for one similar at one of our locations, but it might be a whileIt isn't like we can control what people trade in Again, I am very sorry for the inconvenience that this event has caused your family, but you can rest assured that it will not happen again We will contact you when we have something that is similar to show you

Per the last e-mail correspondence from Fun Town stating that our trailer was ready for pick up and all repairs had been made, I went to Fun Town to pick up my trailer on Saturday, December 12, Unfortunately all of the repairs were not made I pulled into the lot and our trailer was not hooked up to power and ready for me to look at the repairs I went to the office and the paperwork was not at the reception desk The lady at the front desk had to go into ***'s office and look for the paperwork *** was not there to inspect the trailer with us or anyone with knowledge of how repairs should be done The lady at the reception desk told us we could go look at it on our own My wife and I went to look at the trailer We were unable to test the slide because the battery was dead and the trailer was not hooked up to electricity Upon inspection of the trailer it does "appear" that the slide has been adjusted and the siding replaced However, there are still multiple issues that were not addressed but that Fun Town was aware of that needed to be fixed.First off, the so called electrical repair to the jack and a new switch that was added to keep the jack from blowing fuses was done inadequately There is a wire that is hanging down to about an inch off the ground Where the switch was installed the wires were spliced and wire nuts were used...these are exposed to weather and won't last for any amount of time The fuse cases were open and exposed to weather And then electrical tape was used to hold the wires together but even that wasn't done correctly and about a two foot length of electrical tape was blowing in the wind.Then on the interior, the drawer under the table that was supposed to be fixed to keep it from opening and slamming into the opposite cabinets (when the trailer is being towed) was not done correctly Now there is a one inch gap from the new latch and the drawer doesn't close correctly and looks horrible.The trim around the entertainment center was nailed back into place but the nail gun setting was too strong and now there are deep holes in the trim.The trim around the bench seat at the dining table was not fixed There is still water damage and buckling of trim and *** work all along the slide out wall When the slide was originally worked on the furniture was removed to dry the carpet and ***, during that process the *** work was scratched and damaged.While I was finishing up reviewing and taking pictures of the repairs that had still not been made, Stacie (I'm not exactly sure what her role is) came out and asked if everything with the trailer was done I told her no and that we would not be taking the trailer home on Saturday since the repairs were not completed I showed her the wiring and asked her if this is how they usually fix these issues and she said she wasn't sure.Once again the repairs have not been made to my satisfaction Again, I have not spoken with a manager from any department...they will not return my calls Also, according to Fun Town this trailer was fixed and ready to go and the Gulfstream tech reviewed the slide (I guess he didn't inspect anything else) At this point I want reimbursement or a resonable replacement

I am sorry that they misunderstood our policyWe have never been able to refund deposits immediatelyWe start the process immediately but the check has to clear before we can do anythingWe tell our customers that a refund can take two weeks or more depending on the dates. I checked and the
refund check has already been mailedThey should receive it any day

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I do dispute that my trailer is an older model as a reason for not getting parts because it is model and still under warranty. This is just another excuse to deflect from the fact that parts were not ordered until after the due date and that there was no urgency to repair the unit until the Revdex.com contacted them.However, the trailer was picked up on Saturday, April 8, and all repairs had been completed by my satisfaction. It was pointed out to me that the cabinet door in the kitchen had to be temporally replaced with a door of a darker shade and that the correct color was on order. The correct door will be shipped to me upon arrival for me to install, which is acceptable to me. If this door is not delivered, then the complaint will be reopened. If delivered as promised, the matter remains closed.I want to thank the Revdex.com for their help, otherwise I don't know when we would have got our trailer repaired
Best regards,
*** ** ***

Complaint: ***
I am rejecting this response because:Same statement, the dealership has a obligation in this situation to make the matter correct, again I am not love the oking to bash the dealership, I Just them to do the right thing without having to fight over it
Regards,
*** ***

When the customer originally contacted our service department, it was explained that we were months behind on service repair trailers but we would try to work his unit inFortunately we were able to get him in earlier than expected and had his trailer in our service center after a monthMr ***
has since picked up his trailer and is happy with the repairs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I accept their plans to reimburse the full What I don't accept is their explanation that a deal was "finalized", being given a monthly payment and told "we'll call you to finalize everything", and our hands being shook and told "Congratulations! Y'all just bought an RV" only to be told "actually we can'tIt was also not MY credit that was ranIt was my wife'sThe explanation we were given over the phone call (a day before we were slated to pick up the RV) as to why we couldn't get the RV was primarily due to neither of us having a credit line as far back as we would need to "even be considered" by their lendersSomething they should be found out before ever having us sign any contracts or hand over any money.I don't appreciate sitting in an office for hours, being told our monthly payments and loan term, being congratulated on our purchase, and then denied after giving over our money towards a deal we were "guaranteed" to be okay. Regards,
*** ***

They have reached out, but I do not want to close this complaint until the issue is resolvedIs that possible? I am not sure how this works.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Of the times we have discussed our trailer with Funtown RV employees, we have never been told that Gulf Stream closed for a two week period for the holidays. We requested the date that Funtown RV submitted the request to Gulf Stream for approval of the warranty work and we were never given the information by either Funtown RV or Gulf Stream (we requested the date from both businesses). When the request was received would have been the perfect opportunity to share that information with us! Yes, we did refuse to pick the trailer up because we don't want to have to make the hour and minute drive (one way) to return the trailer to them for completion of repairs and have to go through this frustration all over again. We are not the first consumer to have this issue with Funtown RV. Numerous complaints filed with the Revdex.com are based on the same situation we are experiencing as well as reviews left on Revdex.com website. Funtown RV's facebook page is full of customer complaints of this very nature. It is quite obvious there is a business practice that has resulted in a pattern of complaints and Funtown RV is not concerned about the consumer enough to make necessary changes. It would be interesting to see how many sales employees are with Funtown RV compared to the number of service employees. If you seek to be the largest rv dealership in the United States and your sales volume supports that claim, then you must have adequate service employees to take care of repairs. It is obvious that is not the situation with Funtown RV. Sales persons make the company money and service employees are just an expense that decrease the bottom line and the fact that it affects the consumer is not a concern to Funtown RV. We will only be satisfied when the trailer repairs are made and we have the trailer in our possession again
Regards,
*** ***

Your right we have exhausted this discussion but I am not satsified with how you handled any of this! You think talking down to me and telling me what I was and wasn't told is the way to handle business but it isn'tSo end of conversation, I will make it known where not to buy a camper fromMaybe one day you'll realize how to talk to and treat customers

Complaint: ***I am rejecting this response because: I need to make some things very clearNever did I arrange in taking the RV on Monday like you stated in your responseI told the General Manager that we were out of town, and as soon as we head back I would call to make any arrangementsI want to make that clear because it seems like I've been the one who is not responding, and that is not the case. I'm glad that in your response you stated that I purchased a new RV, so I want a partial refund for the damages done to the RV before I even purchased it. I want a full report on the repairs that were done to the underbelly before the purchase. Also before I even take the RV to get serviced, I want the list of service repairs that Fun Town will be making to my RVThe general manager stated that it would take a full day for the repairs to get completed, and I want to know what are the repairs he is talking about because I am afraid of them damaging my RV worse than it already is. I purchased a brand new RV with extended warranties to enjoy with my family, and a month later I have to make all the arrangements to take it for it to get servicedI'm not pleased with the purchase.Regards,*** ***