Gateway RV Center

We purchased a 2010 [redacted] Energy toy hauler from Gateway RV Center, the factory emblems were coming off the trailer. Gateway RV Center agreed to remove the emblems. When we arrived to pick the trailer up we noticed some of the paint had been damaged during the emblem removal process. After we arrived home I was able to clean the trailer and inspect the damage, extensive body and paint damage was done during the emblem removal process.Product_Or_Service: 2010 [redacted] Energy toy haulerDesired SettlementWe want the paint damage caused by Gateway RV Center repaired by a professional. Gateway RV Center caused the damage and should be responsible for the repairs. Business Response Contact Name and Title: [redacted]Contact Phone: 775-738-8071Contact Email: [redacted]When Mr [redacted] picked up he seen and was shown the scratches. At that time he could have backed out of the deal. We could have kept the trailer to have the repairs done. This is a used trailer that was on consignment. We bent over backwards for this deal and he even refused to pay the doc fee. He insisted he would take the trailer and do the repairs himself. We have offered Mr. [redacted] a full return in his money (17500.00). Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) We were not shown the damage to the trailer during the walk thru and delivery process. We noticed the damage and pointed it out to the service manager and finance manager. Our sales person/owner was not there so we were unable to talk with her about the damage. We did not realize the extent of the damage until we arrived home and cleaned and inspected the damage. The deal we made with Gateway RV Center included that they would remove the emblems that were coming off, we said we would pay 17,500 for the trailer, we were never told about a 300.00 doc fee. We do not want to back out of the deal, we want Gateway RV center to repair the paint damage they caused to the trailer.Final Consumer Response [redacted]Document Attached[redacted]Final Business Response THE ONLY OFFER WE ARE OFFERING IS A BUY BACK. Repairing is not an option.Thanks

Excessive and inaccurate costs for repairs; possible damage to unit in RVI have a 2010 Montana 5th Wheel with a [redacted] 4 Door Freezer/Refrigerator. The unit failed. After having a repairman come to the trailer parked in a local RV park I was advised the cooling unit needed to be replaced, the cost $4200.00, with a used cooling unit. The cost of the used cooling unit, from [redacted] was quoted as $2200.00. When I found another licensed individual to replace the unit, the cost of the brand new unit from [redacted] was $1500.00 with $500.00 to put the unit in, cost with taxes and shipping fees was $2200.00. The [redacted] licensed party who replaced the unit arrived on site at 8:35 am and was completed with the project and clean up at 11:45 am. In addition, the unit was functioning fine until shortly after Gateway sent an incompetent repair person to do recall work on the unit. The repair person did not show up at the time he stated he would. I had to call Gateway to find out where he was. I asked a neighbor to come over when the repairman came and she reported to me he had been there for less than 5 minutes, came back later in the day and requested to get into the unit, in general she had concerns about what was going on and contacted me at work. In addition, I had a 30 ft Cougar that the wind tore the shade off of. Gateway was contracted to order and replace it. When it was replaced a screw was put completely through the inside wall. Desired SettlementThis business takes advantage of their position in the community as nearly the only RV center in the immediate area. Charges are excessive, services are poor. Business Response Contact Name and Title: [redacted]Contact Phone: 775-738-8071Contact Email: [redacted]In forty years we have never had a complaint sent in. We pride ourselves in customer service! I have work orders that are being faxed in to show that our quote for a cooling unit was 2049.00 and for a new unit the cost would be 4270.00. This customer was charged 2200.00 so our charge would have saved her a small amount. We pride ourselves in having a positive position in the community. We are probably one of the only dealers that give our cell phone numbers out to EVERY customer that purchases an Rv from us. So this means our customers get 24hr service 7 days a week. We guarantee we will match or beat any price. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My total bill was $2200.00 for the NEW unit and the installation. The bill from Gateway for a NEW unit and installation would have been $4270.00 Again, they failed to read what was written. Their bill (Gateway) for the exact same service was $2000.00 more. Their bill for a USED unit with installation was the same as what I got a NEW unit installed for. How was it they could have saved me money?Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Did not accurately compare.There bid for new unit installed was $4200.00I paid $2200 for new unit installed. The bid to repair for $2200.00 was with a used unit. Their quoted price for a used unit was what I paid for a new unit shipped from Norcold the maker of unit. In addition, when I tried to talk to the owner of Gateway regarding the price he walked away from me. He refused to discuss it and never did offer to match prices. As to the response, I don't understand how they figure they were going to save me money as they claimed. Again, I payed for a new unit and installation for essentially what they were going to charge for a used unit with installation. The company that ended up repairing the unit stated they never would install a used unit because they would end up repairing it may times over the years. Perhaps another reason for Gateway to install a marked up used unit, they can keep coming back and charging excessive prices. Final Business Response The bid for a NEW REFRIDGERATOR was for 4200.00 the customer paid 2200.00 for a new cooling unit not a NEW REFRIDGERATOR. The owner did explain several times and also put it in writing in the work order. We have been using [redacted] formally known as[redacted] for 28 years. The warranty on the rebuilt not used cooling unit is 3 years. Our price for the rebuilt cooling unit was 2049.00 installed. So we do not charge if we have to return to repair it. We feel we have had better luck with the rebuilt cooling units that include a longer warranty time. I have customers that can comment on this. We are so very sorry that the customer does not understand. We have been replacing cooling units for many years without problems. Again customer service is our main priority! We hope she has good luck with her cooling unit and was very happy she found a repair facility that could take care of her needs. We will take all comments to heart and strive to communicate better with our customers.