Surface Systems

Initial Business Response / [redacted] (1000, 10, 2017/02/08) */ Gulf Stream authorized the repairs on their unit on 1/10/to Camping World in Lake City, FL Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service department still can't schedule us because the warranty is asking for more pictures before they will send the partsNobody communicates with me I still have to call and ask about the progress every week Final Consumer Response / [redacted] (2000, 18, 2017/02/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) It has been over a month since the service was approved and the parts are just now en routeSince I took my RV in for diagnostics on September and it is now coming up on five months for this claim I would have thought they would have got the parts to the dealer soonerI am glad they are now communicating with meThat is an improvement from the months I called with nobody ever calling me back or having any answersI will never buy another Gulfstream because of this poor customer service I have received with the warranty peopleI like the RV itself just wish I could have been able to take it camping these last FIVE months Final Business Response / [redacted] (4000, 16, 2017/02/21) */ Gulf Stream did ask for additional pictures and information from Camping World in Lake City in an effort to insure the correct parts were sentAdditional information and pictures received, parts order entered 2/16/and parts shipped 2-17-Parts currently in route with anticipated delivery 2/23/YRC Pro# XXX-XXXXXX-X Consumer was called and notified 2-21-

Initial Business Response / [redacted] (1000, 17, 2017/02/22) */ After hearing that Mr [redacted] was having issues with his RV,Gulf Stream contacted Him contacted in January then made arrangements to have his RV repairedPictures were emailed to Mr [redacted] as repairs progressed and after all the repairs were completed both Mr& Mrs [redacted] physically inspected their repaired RV prior to it being returned to themThe RV was returned to the ***'s home on April 14th and Gulf Stream even provided an extended service agreement for the repairs that Gulf Stream performedSince that time we have not heard from the [redacted] concerning their RV Initial Consumer Rebuttal / [redacted] (3000, 19, 2017/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Gulf Stream is inaccurateWe did contact Gulf Stream multiple times since receiving our unit back with ongoing issues At first, we had to file complaints at over consumer agencies before getting a response from Gulf Stream originallyAfter filing these multiple complaints we did receive an offer from Gulf Stream to have our unit returned to the factory for repairOne of those repairs included replacing the carpet with lesser quality carpetWe thought this was a little shady of them but the original carpet was stained and deteriorating from the water damage so we acceptedThey also said they could not find a number of the issues we were having, so no repair was completedThis included the A/C and refrigerator After the repairs that Gulf Stream agreed to do were completed, they did offer to deliver the unit back to us instead of us driving the the three hours to pick it upDue to our schedule, we decided to have them deliver it Upon arrival we found the interior was quite shaken upOne of the chairs had slide across the floor and put a hole in the wall as well as damaging the chairIn addition, all the knives we had in the knife holder had come out and damaged the cabinetsWe have towed this unit over multiple states and never had these issues so it certainly raised a question to us of how our unit was treated during transitI immediately contacted Gulf Stream to advise of the issueThey did end up sending us a replacement chair and sent us a new wall panelIt took a great deal of time to find someone that was willing to replace the wall panel but we eventually did and Gulf Stream did reimburse us for that costThe damage to the cabinets was gouges from the knives as they fell to the floorWe decided it was not worth the trouble to address this damage, although we did document with Gulf Stream We had plans to use the unit over Memorial DaySince it was the first time using it for the season, I hooked up the hose with a regulator to flush out the antifreezeUpon doing this, I found that the city water hook up still leakingI immediately contacted Gulf Stream to adviseI provided them photos showing the leak and the outcome of the conversation was that they did not know why it would leakIf fear that the unit would be in for repairs all summer like it was in 2015, we decided our best option was to use the water tank and pump while we could, which did not leakAt this time we also noticed that the steps seemed looseI figured it was just a loose bolt so I did not think much of it We were only able to use the unit once in the spring of as my wife and I had a baby in JuneThe unit sat unused until we decided to take our newborn camping at the end of August When preparing for this weekend trip, I had time to look at the stepI found the an upper bracket was broken in two piecesI found no damage or evidence that the steps were struck by something and in the location of the bracket it would have been impossible for something to break this bracket without damaging something around itI immediately contacted Gulf Stream to advise and provide photosI was told a replacement bracket would be shipped to me and that I could replace the bracket myselfThat was in August 2016, and we have not received the replacement part to date Upon arriving at the campground that weekend we found the A/C not working againThis has been an ongoing issueMy wife and baby had to sit in the truck for A/C while I attempted to find a fix for over an hourEventually the sun started going down so the temp droppedWe gave up on the A/C and tried opening windows while running multiple fansWe were able to get it cool enough to have our baby inside On that Monday, I contacted Gulf Stream again to advise of the problemThey told me that they tested it and have no idea why it wouldn't workThey advised that I couldn't take it in somewhere to have it looked at if I wanted Honestly, at this point we were over this camperGulf Stream likes to use the phrase that they are ready willing and able to fix our unit, but what they fail to recognize is that just saying that doesn't make it true, it also takes actionOur unit never got completely fixed and the unbelievable amount of time I have spent dealing with this, plus the repair that I completed myself, and the extra expense in transporting this unit was simply not worth it anymoreThis unit was obviously a lemon, but Gulf Stream was clearly not going to own up to itIt was apparent that Gulf Stream felt these ongoing issues were acceptable and as a Gulf Stream customer I just needed to deal it Gulf Stream's tactic of delaying and waiting us out was ultimately successfulAfter two years of dealing with this, we had enoughWe needed a unit we could trust to take our new born baby inWe decided that our best option was to absorb the cost of the known repairs ourselves and took the financial short fall of eliminating this overwhelming hassle from our lives This was the first, and it will be the last Gulf Stream product that we will ever ownWe now have a different camper that we can happily use!

Initial Business Response / [redacted] (1000, 14, 2016/04/21) */ Revdex.com of Northern Indiana via email: ***@northernindiana.Revdex.com.org [redacted] Fort Wayne, IN XXXXX ATTN: [redacted] RE: Consumer: [redacted] Case #: 2.4, XXXX XX RV: Kingsport #XX-XXXXX Dear Ms [redacted] We write to advise you that today we received your correspondence, regarding the above-referenced matter We have communicated directly with this business owner, [redacted] , owner of Greenberg Rent-a-Camper, Incwho purchased the above-referenced RV wholesale from us and uses it for commercial purposes we believe to rent out to the publicUsing the RV for commercial purposes voids the Gulf Stream consumer limited warrantyWe have repeatedly notified Mr [redacted] through his attorney and directlyThis is not a consumer warranty issue, but perhaps it is a business expense for Mr [redacted] Should you have any questions or if there is a need for communication, my contact information is eganierePgulfstreamcoach.com or by telephone (XXX) XXX-XXXX ext [redacted] Thank you [redacted] anie e Gener I tounsel EAG/alc Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 20, 2016/04/29) */ ***, Thank you for your e-mailBut this answer does not solve a problemThis trailer had hidden factory defect Water lines under the floor in the shower were installed incorrectly and flooded and damaged whole floor We could not detect it till we noticed "mushy floor" We will file complaint at State Attorney in this case Gulfstream repeatedly denying responsibility and decline to solve this issue It also looks like Gulfstream have a numerous problems with water leaks in their trailers.By just googling that subject - I noticed a lot of complaints We are currently fixing this trailer and paying out of our pocket Our next stepwise be complaint to State Attorney and if this is not gonna be solved we are planning to file law suit Thanks [redacted] Greenberg Rent A Camper

Initial Business Response / [redacted] (1000, 5, 2017/05/31) */ Gulf Stream would be happy to honor the terms and conditions of our Limited Warranty. The Limited Warranty does not have a provision for replacement of the camper. Gulf Stream suggests Mr. [redacted] make an appointment with his selling dealer and or... a qualified repair facility of his choosing to determine the cause of the current issue. If they feel it is a warrantable situation, please contact Gulf Stream for prior authorization to make the necessary repairs. Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is not acceptable. This issue has been worked on three times already. If this was a motor vehicle it would fall under the lemon law. Final Business Response / [redacted] (4000, 9, 2017/06/05) */ Mr. [redacted] agreed to the terms and conditions of the Gulf Stream limited warranty at the time of purchase on 10/17/2015 (a copy of which has been submitted with this response). Mr. [redacted] is also aware there is no provision in that limited warranty for replacement of the camper. The issue needs to be diagnosed by his dealer or a qualified repair facility to determine if it is something Gulf Stream could cover under warranty. If they feel it is warrantable situation or if they need assistance with the diagnostic process or need parts sent to make the repair, they just simply need to contact us. Gulf Stream stands ready willing and able to assist and looks forward to resolving this matter so Mr. [redacted] can use and enjoy his camper.

Gulf Stream does not list Mr*** as the registered owner of this unit and are unable to find any record of him contacting Gulf Stream Gulf Stream’s records do indicate this unit was shipped to the selling dealer Optimum RV in November of and sold to Andrea *** in January of
2017. According to the complaint, this issue occurred in July of On or about 12/19/ *** ***d did speak to Ms*** concerning the water damage to her unit*** ***d suggested to her that the issue could have been caused by lack of maintenance and if that was the case it would not be a warranty issue, however if she would make an appointment at her selling dealer to have a proper diagnoses done and get pictures of the issue to determine whether it would be considered warrantable or notIf not warrantable, Gulf Stream would try and work with the dealer as best we could to get repairs madeAt the time Ms*** agreed to make the appointmentAs stated in the limited warranty Gulf Stream does not cover transportation to and from the dealer, that would be the customers responsibility Gulf Stream stands ready willing and able to assist with this and would be happy to authorize any warrantable repairs within the terms and conditions of the Gulf Stream Limited WarrantyCustomer simply needs to make an appointment with the selling dealer to get the process startedGulf Stream looks forward to resolving this matter so the customer can use and enjoy their unit

Initial Business Response /* (1000, 8, 2015/07/10) */
Contact Name and Title: Scott A*** VP Op
Contact Phone: XXX-XXX-XXXX Ext
Contact Email: ***@gulfstreamcoach.com
Invoice XXXXXXX was originally shipped to Brian *** on 2/23/Mr*** contated GSCI on 2/26/stating
that he had received the order damaged, and had already ordered replacements from an aftermarket company, so he didn't want new doors, just his money backPhotos of damaged doors were provided to GSCI Parts Department Manager who then filed a transportation claim with Fed Ex on 2/26/Customer contacted GSCI on 4/1/inguiring about the requested refundFed Ex was then contacted, Fed Ex contact requested resubmission of claim as they apparently missplaced originalRefaxed claim on 4/1/Fed Ex representative contacted on 7/8/to follow up on claim, advised to allow 3-weeks for processingCustomer should not have accepted delivery of damaged boxes and in doing so failed to medigate his damages immediatelyThe Fed Ex claim is directly between customer and Fed ExDue to customer not having Fed Ex account, GSCI is facilitating his claim and will forward same should Fed Ex accept the claimFed Exmay request additional information and or request the physical doors and packaging from customer for consideration of this claim
OFFER:
Depending on Fed Ex evaluation of claim, customer may be intitled to reimbusrement from Fed Ex and will be provided such reimbursement immediately upon receipt of same by GSCI from Fed Ex
Initial Consumer Rebuttal /* (3000, 10, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** is correct that I did receive the doors on Feb26th damagedI did not personally speak with the FedEx driver who delivered the damaged package, it was left on my front porchIt was within 2-hours that I found the damage and immediately reported it to GSCI with photo's of the damageI did indicate to GSCI to not order replacement doors at that time, feeling they would most likely get damaged as wellMr*** is incorrect in stating that the FedEx claim is between myself and FedEx, as the packaging and shipping was done by GSCI and the claim was filed by GSCI, not meI purchased a product from GSCI that was delivered in shipmentGSCI is not "facilitating" my claim, as the claim is in their nameI was never asked for a FedEx account number, as I do have oneI was charged a shipping and handling fee by GSCI to package and ship the productIt is totally unacceptable that GSCI is putting all the burden on a customer and has not refunded the money for the damaged productI paid them in good faith for something that they have been unable to deliver and now they are balking at refunding the money until they are sure THEIR shipper pays them for the damageI should be refunded my money immediately and GSCI should be working to recoup the money for their damaged product from FedEx
Final Consumer Response /* (4200, 24, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am rather shocked at their replyNot only are they calling me a liar, they have never, in anyway, asked me for a copy of the invoice for the doors I purchased in place of the damaged doorsI have attached the invoice and now expect this matter to be settled by refunding ALL of my money from this second rate out fit
Final Business Response /* (4000, 22, 2015/08/25) */
Mr*** did not return the damaged parts for replacement, nor did he provide us proofs that he purchased replacement of the parts elsewhereWe requested the return of the doors but Mr*** claims that he discarded themWe find it very difficult to comprehend why someone would discard over $1,worth of partsTo resolve this matter, we are requesting a copy of the paid invoice for the alleged purchase of replacment parts; however, we beleive that MrHenning might have repaired the doors, thus we would be willing to reimburse Mr*** $without any documents or proofs to close this matter

Initial Business Response /* (1000, 16, 2017/02/28) */
Gulf Stream and selling dealer suggested transporting unit to the factory for evaluation and possible repairs After obtaining permission from the consumer unit was transported back to the factory in February of During the evaluation and
repair process, selling dealer, consumer and Gulf Stream came to an agreement to exchange this unit for another in May of New unit delivered to dealer and consumer received in June of Gulf Stream has not heard from the consumer since that time

Initial Business Response /* (1000, 10, 2017/02/08) */
Gulf Stream authorized the repairs on their unit on 1/10/2017 to Camping World in Lake City, FL.
Initial Consumer Rebuttal /* (3000, 13, 2017/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The...

service department still can't schedule us because the warranty is asking for more pictures before they will send the parts. Nobody communicates with me I still have to call and ask about the progress every week.
Final Consumer Response /* (2000, 18, 2017/02/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has been over a month since the service was approved and the parts are just now en route. Since I took my RV in for diagnostics on September 30 and it is now coming up on five months for this claim I would have thought they would have got the parts to the dealer sooner. I am glad they are now communicating with me. That is an improvement from the months I called with nobody ever calling me back or having any answers. I will never buy another Gulfstream because of this poor customer service I have received with the warranty people. I like the RV itself just wish I could have been able to take it camping these last FIVE months.
Final Business Response /* (4000, 16, 2017/02/21) */
Gulf Stream did ask for additional pictures and information from Camping World in Lake City in an effort to insure the correct parts were sent. Additional information and pictures received, parts order entered 2/16/17 and parts shipped 2-17-17. Parts currently in route with anticipated delivery 2/23/17 YRC Pro# XXX-XXXXXX-X . Consumer was called and notified 2-21-17

Initial Business Response /* (1000, 14, 2016/04/21) */
Revdex.com of Northern Indiana via email: [redacted]@northernindiana.Revdex.com.org
[redacted]
Fort Wayne, IN XXXXX
ATTN: [redacted]
RE: Consumer: [redacted]
Case #: 2.4, XXXX XX
RV: 2015 Kingsport #XX-XXXXX
Dear Ms....

[redacted]
We write to advise you that today we received your correspondence, regarding the above-referenced matter.
We have communicated directly with this business owner, [redacted], owner of Greenberg Rent-a-Camper, Inc. who purchased the above-referenced RV wholesale from us and uses it for commercial purposes we believe to rent out to the public. Using the RV for commercial purposes voids the Gulf Stream consumer limited warranty. We have repeatedly notified Mr. [redacted] through his attorney and directly. This is not a consumer warranty issue, but perhaps it is a business expense for Mr. [redacted].
Should you have any questions or if there is a need for communication, my contact information is eganierePgulfstreamcoach.com or by telephone (XXX) XXX-XXXX ext [redacted] Thank you.

[redacted] anie e
Gener I tounsel
EAG/alc
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 20, 2016/04/29) */
[redacted],
Thank you for your e-mail. But this answer does not solve a problem. This trailer had hidden factory defect.
Water lines under the floor in the shower were installed incorrectly and flooded and damaged whole floor.
We could not detect it till we noticed "mushy floor".
We will file complaint at State Attorney in this case.
Gulfstream repeatedly denying responsibility and decline to solve this issue.
It also looks like Gulfstream have a numerous problems with water leaks in their trailers.By just googling that subject - I noticed a lot
of complaints.
We are currently fixing this trailer and paying out of our pocket . Our next stepwise be complaint to
State Attorney and if this is not gonna be solved we are planning to file law suit.
Thanks
[redacted]
Greenberg Rent A Camper

Initial Business Response /* (1000, 17, 2017/02/22) */
After hearing that Mr. [redacted] was having issues with his RV,Gulf Stream contacted Him contacted in January 2016 then made arrangements to have his RV repaired. Pictures were emailed to Mr. [redacted] as repairs progressed and after all the repairs...

were completed both Mr. & Mrs. [redacted] physically inspected their repaired RV prior to it being returned to them. The RV was returned to the [redacted]'s home on April 14th 2016 and Gulf Stream even provided an extended service agreement for the repairs that Gulf Stream performed. Since that time we have not heard from the [redacted] concerning their RV.
Initial Consumer Rebuttal /* (3000, 19, 2017/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Gulf Stream is inaccurate. We did contact Gulf Stream multiple times since receiving our unit back with ongoing issues.
At first, we had to file complaints at over 3 consumer agencies before getting a response from Gulf Stream originally. After filing these multiple complaints we did receive an offer from Gulf Stream to have our unit returned to the factory for repair. One of those repairs included replacing the carpet with lesser quality carpet. We thought this was a little shady of them but the original carpet was stained and deteriorating from the water damage so we accepted. They also said they could not find a number of the issues we were having, so no repair was completed. This included the A/C and refrigerator.
After the repairs that Gulf Stream agreed to do were completed, they did offer to deliver the unit back to us instead of us driving the the three hours to pick it up. Due to our schedule, we decided to have them deliver it.
Upon arrival we found the interior was quite shaken up. One of the chairs had slide across the floor and put a hole in the wall as well as damaging the chair. In addition, all the knives we had in the knife holder had come out and damaged the cabinets. We have towed this unit over multiple states and never had these issues so it certainly raised a question to us of how our unit was treated during transit. I immediately contacted Gulf Stream to advise of the issue. They did end up sending us a replacement chair and sent us a new wall panel. It took a great deal of time to find someone that was willing to replace the wall panel but we eventually did and Gulf Stream did reimburse us for that cost. The damage to the cabinets was gouges from the knives as they fell to the floor. We decided it was not worth the trouble to address this damage, although we did document with Gulf Stream.
We had plans to use the unit over Memorial Day. Since it was the first time using it for the season, I hooked up the hose with a regulator to flush out the antifreeze. Upon doing this, I found that the city water hook up still leaking. I immediately contacted Gulf Stream to advise. I provided them photos showing the leak and the outcome of the conversation was that they did not know why it would leak. If fear that the unit would be in for repairs all summer like it was in 2015, we decided our best option was to use the water tank and pump while we could, which did not leak. At this time we also noticed that the steps seemed loose. I figured it was just a loose bolt so I did not think much of it.
We were only able to use the unit once in the spring of 2016 as my wife and I had a baby in June. The unit sat unused until we decided to take our newborn camping at the end of August.
When preparing for this weekend trip, I had time to look at the step. I found the an upper bracket was broken in two pieces. I found no damage or evidence that the steps were struck by something and in the location of the bracket it would have been impossible for something to break this bracket without damaging something around it. I immediately contacted Gulf Stream to advise and provide photos. I was told a replacement bracket would be shipped to me and that I could replace the bracket myself. That was in August 2016, and we have not received the replacement part to date.
Upon arriving at the campground that weekend we found the A/C not working again. This has been an ongoing issue. My wife and baby had to sit in the truck for A/C while I attempted to find a fix for over an hour. Eventually the sun started going down so the temp dropped. We gave up on the A/C and tried opening windows while running multiple fans. We were able to get it cool enough to have our baby inside.
On that Monday, I contacted Gulf Stream again to advise of the problem. They told me that they tested it and have no idea why it wouldn't work. They advised that I couldn't take it in somewhere to have it looked at if I wanted.
Honestly, at this point we were over this camper. Gulf Stream likes to use the phrase that they are ready willing and able to fix our unit, but what they fail to recognize is that just saying that doesn't make it true, it also takes action. Our unit never got completely fixed and the unbelievable amount of time I have spent dealing with this, plus the repair that I completed myself, and the extra expense in transporting this unit was simply not worth it anymore. This unit was obviously a lemon, but Gulf Stream was clearly not going to own up to it. It was apparent that Gulf Stream felt these ongoing issues were acceptable and as a Gulf Stream customer I just needed to deal it.
Gulf Stream's tactic of delaying and waiting us out was ultimately successful. After two years of dealing with this, we had enough. We needed a unit we could trust to take our new born baby in. We decided that our best option was to absorb the cost of the known repairs ourselves and took the financial short fall of eliminating this overwhelming hassle from our lives.
This was the first, and it will be the last Gulf Stream product that we will ever own. We now have a different camper that we can happily use!

Initial Business Response /* (1000, 5, 2017/05/31) */
Gulf Stream would be happy to honor the terms and conditions of our Limited Warranty. The Limited Warranty does not have a provision for replacement of the camper. Gulf Stream suggests Mr. [redacted] make an appointment with his selling dealer and or...

a qualified repair facility of his choosing to determine the cause of the current issue. If they feel it is a warrantable situation, please contact Gulf Stream for prior authorization to make the necessary repairs.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not acceptable. This issue has been worked on three times already. If this was a motor vehicle it would fall under the lemon law.
Final Business Response /* (4000, 9, 2017/06/05) */
Mr. [redacted] agreed to the terms and conditions of the Gulf Stream limited warranty at the time of purchase on 10/17/2015 (a copy of which has been submitted with this response). Mr. [redacted] is also aware there is no provision in that limited warranty for replacement of the camper. The issue needs to be diagnosed by his dealer or a qualified repair facility to determine if it is something Gulf Stream could cover under warranty. If they feel it is warrantable situation or if they need assistance with the diagnostic process or need parts sent to make the repair, they just simply need to contact us. Gulf Stream stands ready willing and able to assist and looks forward to resolving this matter so Mr. [redacted] can use and enjoy his camper.