Optimum RV Reviews (63)
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Address: 7400 S US Highway 441, Ocala, Florida, United States, 34480-8010
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+1 (877) 551-1115 |
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www.optimumrv.com
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Service is not providing terms on "we owe"
Purchased 5th wheel with "we owe" having 13 items. The manager Mr P S stated they would be able to come to our city for the repairs with exception of repainting the front cap. After about a month or two, we were told that Mr. S had no ability to authorize this and we would have to take it back. We were not in the area and could not return the 5th wheel at that time for the repairs. When I spoke to the service team about when it could return to their shop and mentioned the paint coloring, I was advised by Mr. S that this was never discussed with him and that I was lying. I did not have the "we owe" on my person at the time. Due to my location, I called the manufacturer of the 5th wheel and received approval for the warranty work elsewhere and took it to an approved shop in AL. Gulf Stream (manufacturer) approved all the work with exception of the front cap and a missing seal inside the window of the bedroom slider causing significant damage to the wall, carpet, and mold development. I was advised it had to return to the delivering dealer. After much debate between the dealer and manufacture, I am being forced to return the 5th wheel to the dealer for repair. In the meantime, the "we owe" has been discussed and the dealer has a copy with the repainting of the front cap listed. I am being told it is now not valid despite an authorizing signature from authorized employee from this business. I have grave concerns around the honesty from this business and would like them to provide the service I was promised at the time of this very expensive purchase.
I am looking for the front cap to be painted or reimbursement for having the front cap repaired if they do not want to do it themselves, it is estimated to cost $10,000 for paint or $2,000 for a wrap.
This complaint has been addressed and said RV is in process of having work completed that customer has requested. Main issue has been in manufacturers unwillingness to cover warranty items that should have been covered from day one which were 1:)Defective paint on front cap (Sales Department made a promise to have front cap repainted thinking that the manufacturer would cover being as it was a brand new unit. They did not so our shop recleared it. The discrepancy came with how the repair was done. We should have just ate the expense of repainting it on our own because the repair didn't hold. We have since addressed this issue properly with the customer. 2:) Customer took RV too a competitive dealer who refused warranty repair of an internal item. They didn't cover claiming it was dealer on the lot damage. We have since fought this with the manufacturer and won. It was not our damage but a legitimate warranty item.
WE ARE REPAIRING AND HANDLING ALL OF CUSTOMER COMPLAINTS EVEN MANY THAT ARE NOT OUR RESPONSIBILITY BUT THE MANUFACTURERS. WE NO LONGER CARRY THIS MANUFACTURERS BRANDS DUE TO ISSUES LIKE THIS.
Have not fixed items under warranty and the awning they admitted breaking on our 2015 Canyon Trail by Gulfstream purchased from them in Feb. 2016.
This is an ongoing problem. They were made aware of the problems in April 2016 just 2 months after our purchasing the new 2015 Canyon Trail 5th wheel by Gulfstream. It was in again in May 2016, Nov. 2016 and May 2017. There is a list of items that needed repair under warranty. They also convinced us to purchase an extended warranty and still won't address the problems with any repairs. We have taken the trailer in and left it up to 2 weeks at a time with very little corrected.
Fix the problems that were never repaired.
The complaints listed seem to be manufacturer warranty related. If items were not approved by the manufacturer those complaints would need to be taken up with the manufacturer, in this case Gulfstream. Extended warranties are issued through third parties and can be processed through any rv dealer. Please provide detailed list of items not corrected so that we can further investigate and hopefully assist with claims.
(The consumer indicated he/she DID NOT accept the response from the business.)
An employee of Optimum broke the awning this was not a warranty issue, they were trying to make the manufacture pay for it which was wrong. We were offered for an additional cost a protective coating process which we purchased. This coating was applied inside and out. The fenders were apparently not done right and moisture accumulated behind the clear coating. They sanded the fenders down and primed them and were suppose to order new ones but this was never done. Every time we called they acted like they didn't know about these problems and kept saying the unit was out of warranty but in fact these issues were addressed before the warranty was up.
Two Main Items that customer has requested:
Replacement Awning Arms and New Fenders
We have and have had new awning arms in stock. We have attempted for some time but with no luck to find replacement fender skirts. (Manufacturer no longer produces this brand.)
We can install new awnings and repaint existing fender skirts but customer refuses to bring RV back to dealership for repair.
We would even be willing to have a local dealer repaint fender skirts and install awning arms.
Customer has seemed unreasonable when discussing items on the phone.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I don't feel that I have been unreasonable in obtaining a satisfactory solution to this problem. As the fenders go, they can get the specific dimension from the manufacture and purchase after market ones online. (I have looked them up myself and they are available) I refuse to take the unit back not only because of distant, but the fact that it has been back there for service at least 3 times and left for over 2 weeks each time. At these times the problems were still left uncorrected. I feel that they need to purchases these parts, send them to my home and I'll have them installed and painted myself or compensate me the monetary amount and again I'll take the responsibility of having the repairs done by more reliable persons. I feel this is fair since we have more than gone out of our way to take the unit back more than 300 miles each time at our expense to fix their mistakes.
Sales side of the organization appears to be above board and honest. Service side of the organization is less than Optimum. My RV has been there for 5 weeks now and has not been repaired. The lady who answers the phone is always very pleasant and will take a message. No one ever calls back. I would not recommend Optimum RV to a friend.