Fun Town RV, LP

I have alerted one of the owners of the company and he has made contact with Mr. [redacted] and worked out a plan to get his issues addressed.  We are sorry for any inconvenience and will continue to work with him now and in the future.

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 well. Again, 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 that Mr. [redacted] has had issues with his purchase.  We record our phone calls, and with all due respect we responded immediately each time he called, except for one call when the receptionist said she would have someone call him back when they became available and Mr. [redacted] only...

waited 18 minutes and called back again.  When Mr. [redacted] purchased the RV and the extended warranty, it was explained to him that we do not make service calls.  Any warranty items would need to be brought back to our facility in accordance with factory specifications.  Mr. [redacted] said he cannot bring the Rv back to us because he is living in it.  He then assumes the responsibility of finding a mobile RV repairman to come to him and make the repairs.  The extended warranty that he purchased will cover the cost of the service call for warrantable items, and we will file the items under the manufacturer's warranty.  We would be more than willing to fix his issues in our shop, but since he is unable to bring it to us he is going to have to use secondary means of repair that we have no control over. When Mr. [redacted] said he was unable to find a mobile technician, we gave him the name of one who came out and fixed what he could and ordered some parts to complete the repair.  I am attaching the work order.  It mentions nothing about the awning being broken.  So unless that has happened recently this is the first time he has mentioned it to us.  We hope that Mr. [redacted] is able to get his issues resolved to where he can enjoy his RV, but unless he can bring it back in to our shop our ability to help him is going to be limited.

We are very sorry for the issues Mrs. [redacted] has had with her trailer and the lack of communication on our part.  We are implementing measures to address that immediately.  Her unit has been completed and is ready for her to pick up.  We appreciate her business and will work with...

her in the future should the need arise.

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]

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.

At this time we are doing our best to find the correct trailer that will satisfy their needs.

The [redacted] entered into a legally binding agreement with us to purchase a 2016 Heartland Elkridge Xtreme Light E30 from 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 45 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 $300 to $350 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 Mr. and 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 message. Have 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 $1000 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.

According to [redacted] on Thursday, November 19th, our camper is not ready and the service department is still waiting on parts from the manufacturer. Therefore Mr. [redacted]'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 options. However, while [redacted] did return my call, the sales manager had not responded to [redacted]'s inquiry.We want a replacement trailer or acceptable reimbursement. According 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 used. That statement shows that the dealership is concerned with their profits and not the best interest of their customers. We have only used this camper for five nights in the span of seven months. The camper has been in the shop this time alone for eleven weeks. Prior to that another month or more.Also, Mr. [redacted]'s analogy of returning a coffee pot to Walmart is unprofessional and unwarranted. We 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.

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.

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.

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]

[redacted] contacted me with the following e-mail:[redacted] - You left your email address on my Revdex.com complaint asking me to let you know when I have received the screen...I have NOT received the screen - had a msg from Fedex stating they had this item they couldn't deliver as you gave them my PO Box address.I phoned them back at the number they left, an agent named Shay, the agent's number was unable to take calls.I phoned the corporate office and was connected via "customer service" to an agent who tried to "fix" my receiving address.Have NOT received screen, FYI. Do you have a tracking number? I responded that our Service department was closed on Sunday and Monday, but I would get her a tracking number on Tuesday.  I cannot control the FedEx phone situation, nor do I know why they would give her a number that was unable to take calls.  I will forward the tracking number as soon as I can get it.

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 8 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 $412 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.

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 $1000 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.

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 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 28 at 3:31 PM, 3 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 6 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 attack. This 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 3 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.

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.

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

Complaint: [redacted]
I am rejecting this response because: I can not accept or reject this claim at this time as Fun Town is still working on the problem.  I am in contact with [redacted] the VP of Sales and he is working on getting the problem resolved but he is having problem finding me another RV the is not damaged and will meet my expectations.  I hope to get this resolved this week.
Regards,
[redacted]