Fun Town RV, LP

Complaint: [redacted]
I am rejecting this response because: this was NOT what was communicated to us.  They said from day 1 that they would extend the warranty due to Funtown having possession  the entire time the warranty was valid.  Also - we still have a leaking sink.  I received a letter from the manufacturer this week stating that we had NOT taken care of a recall.  Funtown lied about this and had told us the recall was done. 
Regards,
[redacted]

The fact that you fail to see that yall are in the wrong proves that I would not be willing to do business with yall in the future. You are obviously only taking what you want from what I have said to you. Ya you sent someone out to fix the camper but it took almost 2 months for that to happen so I had to pay for a camper that was brand new and pay to stay somewhere since my camper wasn't even useable. And yes we were told when we purchased our camper that someone would come out and fix it if we had a problem. We were NEVER told that we would have to bring it in. Yall obviously do not want to take ownership for what yall have done wrong and that's why we will not work with yall again and we won't recommend anyone to yall either. You can keep telling me that parts fail and that we were told this or that. But the fact are as I told them. It's a 5 month old camper and pretty much everything in the world has already gone wrong with it. We gave yall the chance to come out and fix it. I've called several times and it took yall almost 2 months to do anything about it. I've been put off and ignored and you expect me to be satisfied that after I had to make a complaint with the Revdex.com you finally had someone come out to fix my camper. I guess the next time I need something done I'll just go straight to the Revdex.com to make a complaint so that it will get done in a reasonable time.

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 holidays. The 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.

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 50 foot cord instead of a 25 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.

The parts for Mr. [redacted] repairs have arrived and the repairs are being made.  Our service department has been in contact with him to keep him updated.  We apologize for the delay.  We have fired the service manager in Wharton and replaced him to make sure this kind of thing doesn't...

happen again.

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 11/25/2015 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.

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 calls. I have emailed to him detailed information about the screen twice and he has not responded to either email. I 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 dimensions. There has been no lack of communication on my part. Thank you for your assistance.

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 2 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 5 star experience with us and will do what it takes to get you camping again.

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]

Complaint: [redacted]
I am rejecting this response because:our unit is not ready for pick up. Major items are still not repaired. I have also not been notified that it is ready for pick up. Funtown is over an hour drive from us. I was told everything would be completed. 
Regards,
[redacted]

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

Read the paperwork that you were given at the time you purchased and it states clearly that all warranty work must be done at our location and that we do not do on site work.  Also, at time of delivery you were offered the option of purchasing an extended warranty, and the way they explain it is by stating that an extended warranty will cover the work being done at your location so that you don't have to bring it back.  I know these two things are fact.  Whether or not you were paying attention is beyond my knowledge.  Again, we cannot control mobile service technicians.  We can only control what happens in our shop.  You refused to bring it in as was stated in your paperwork, the manufacturers warranty, and what you were told at the time of closing.  Had you brought it in, it would have been fixed immediately.  You said you couldn't, and that is your choice.  But then it was your responsibility, not ours, to find a mobile technician and have the work done on site.  We tried to find one and eventually did to have the work completed.  As for being ignored, I have multiple calls and e-mails from our staff to you.  They were trying to assist you before you contacted the Revdex.com. I feel that we have exhausted our discussion at this point.

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 it. My assistant sent the cancellation authorization, which the customer has to sign, immediately after the request.  In the meantime, Mrs. [redacted], 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 100 percent refund.As with every customer, it is a normal 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 11/02/2016 to [redacted] in the amount of 2013.60.  The check # is [redacted]."Please note in the attached e-mail sent to Mr. [redacted] 9/19/2016 the part explaining that the whole process can take 6 - 8 weeks and asking for the documentation to proceed which he failed to provide for 2 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.

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 3 weeks and then they'd have to keep it for another 3 weeks. We don't know how long we'll be at this job. We could get transferred at anytime. We weren't expecting to buy a brand new trailer and have important things break in the first few weeks then go 6 weeks without those items or our trailer. We have another dealer doing the warranty work on the parts themselves not the service. So, if we take it to Fun Town do we have to wait 6 weeks to have this repaired?
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.
Today, January 25, 2017, the repairs to our Gulf Stream Sedona were completed to our satisfaction and we would like to have our complaint closed.  Thank you so much for your assistance with this matter.
Regards,
[redacted]

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 concerns. After multiple calls, [redacted] came out (5/25) to the campsite and was very helpful - he was and is your shining star. He 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 concerns. Responses have been sub par with limited action.  For example - you had claimed that ** 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-up. Another 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, 6/10 (3 times), 6/13 (2 times), 6/15, 6/24 (4 times), 6/30 (2 times), 7/3, 7/6, 7/7 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 problems. We 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 3 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 6/30 when we called [redacted].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: 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 working. The 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]

Complaint: [redacted]
I am rejecting this response because: I need to know what type of services were done to the 2018 RV before I even purchased it. I was in the assumption that I bought a brand new 2018 RV, and due to damages done by the dealership that impairs the value of the RV. I'm very disappointed that the RV got poorly worked on, and they still managed to sell it to me without them telling me about the fixes. I want to get reimbursed due to all the inconveniences with the dealership and becuase I purchased a new RV, and that is not taken into consideration. I'm not pleased with the purchased.Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]5, and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
I called back at 4:30 7/27/2016 and left a voice mail--waiting on response

I am sorry to hear of the problems that Mr. [redacted] has had with his trailer.  To perform the repairs that will be needed to his trailer, we will need him to bring the unit back to our shop.  We will work with his schedule to order the parts and make the repairs as quickly as possible, but...

it isn't the kind of thing that can be done effectively by a mobile technician.  That is why the factory warranty states that warrantable repairs be done at a factory authorized repair facility.  I spoke with the service manager and he assured me that we will make the repairs and get the unit back as soon as physically possible, but he will need the unit here to do it correctly.  I know that Mr. [redacted] is only a few counties away at this time instead of half way across the country, so that should make it easier to do what needs to be done.  He can contact [redacted] to schedule his appointment time.