The Great Outdoors Recreation Ctr.

October 3, 2016To Whom It May Concern,All Locations: [redacted] www.qreatoutdoorsrv .comAs per the Revdex.com complaint [redacted] when they brought the camper back to be cleaned, they also brought it back with major damage to the awningInitially stating that " it was like that when we pickedit up", which was not true, one arm of the awning was ripped off the side ofthe trailer and the awning fabric was torn away from the RVWe had re cleaned the unit, at the time of delivery, when they noticed the bees nest up under the bathroom sink, at the time of deliveryThey called after taking it home, and said it wasn't clean" etc, etc That's when we said bring it back, and we'll reclean itWhen they arrived, they said, "no need to clean it, we had it professionally cleaned." We went back into it anyways, to clean anything we could seeNeedless to say, the trip was about getting the awning damage fixed for free, not cleaningThat damage was the responsibility of them or their insurance companySo they were told it was not like that at delivery, and not a warranty itemTherefore, we would not repair the damage at no chargeThey came after service hours to pick up the trailer and started screaming in the store, apparently thinking they would find someone who would OK the awning repairWhen she wouldn't let the sales manager speak and kept yelling, he just said, "take your unit" and walked away from herBottom line, yes we missed a bees nest, etc cleaning the interior, we thought we had taken care of it before they left, as we would not have let it leave unless they OKd the conditionNow it appears to be an attempt to get reimbursed for damages to the unitWhich is NOT going to happenChris N [redacted] Service Manager, The Great Outdoors RV Superstore

Attached are the Repair orders issued to technicians and work performed on this RVAs per factory warranty procedures/policies, some of the repairs were performed here at the dealership, as it was originally towed out of hereApparently the unit was then permanently sited in a campgrounds Technically, service calls are not part of factory repairs and it is technically the customers responsibility to bring the RV to whatever dealer preferredWe do HOWEVER offer free service calls during the warranty period, as long as the service can be performed during our scheduling in that areaWhich you can see we did go to [redacted] campgroundsSince original pick up, her initial service advisor has left the company and at one point, her unit was moved to another service advisorAs you can see per the repair orders, done by the technicians themselves, what work and when they were performedAs far as signing in with the campgrounds, we go to dozens of campgrounds weekly and rarely if ever have any conversations with campground ownersWe go to campsite, perform and check the unit as per the customer's complaint, then leave The current service advisor stated that he believed she had called early in the spring and asked for copies of repair ordersHe states that he believes they were emailed, and does not remember any bounced back emails or calls since then regarding receipt of the orders or any conversations regarding any current repairs needed We would be more then happy to address any factory authorized repairs here at the dealership or at the campgrounds, as we show she is still in warranty but technically not for long We DO keep records of everything we do to any RV, and are not sure why anyone would tell her we don't keep recordsWe do not "lie" to people regarding their repairs, etcWe are paid by the factory to perform repairs per THEIR requirements and authorizations and would be more then happy to address any factory warranty repairs, etcPlease call Roy I., her service advisor to set up a time to address any repairsSincerely, Pam F., Service Director

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]

May 5, 2015To Whom It May Concern,The [redacted] are now looking for a 3'rd year of warranty on their year warranty trailerAfter numerous repairs done at no charge, even those that were obviously damaged by the customer, including replacement steel steps, couch, etcthe customer is still seeking repairsIt is neither the dealers or the factories problem that they take off for months or more at a timeWe and the factory have done everything and more than the warranty allows, but its never enoughEven the factory has asked us to NEVER sell these people another one of their productsBottom line, they are out of factory warranty and have been now for months and monthsNo more service work of any kind will be performed hereEnd of discussion! [redacted] General ManagerThe Great Outdoors Recreation Center, Inc

Revdex.com: I have reviewed the response made by the The Great Outdoors (TGO) in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.1.Regarding the brake situation on his original purchase, he is right, the brakes should have been done, and were suppose to have beenThe service manager was under the assumption that the tech had performed the workUnfortunately the tech informed us after Mr [redacted] s picked up the unit that he never was able to get to themWe replaced all needed parts as per Mr [redacted] 's notationWas not an issue at all.Actually this was a serious issueHow can an organization present am inspection sticker for a vehicle that has no working brakes?? I'm pretty sure thats a violation worthy of the loss of a license and/or a stiff penalty from the NYSDOTAdditionally, thanks to the sales person telling me that the problem was probably due to the factory wiring in my brand new Nissan Pathfinder, I ended up spending a week troubleshooting unnecessarily issues with the tow vehicle trailer wiring thanks to: A) A poor & mis-informed sales person only worried about the sale B.) A poorly organized organization that had no clue the camper was being deliveredAs far as price of fold down, I have no idea what the original deal was , and it is highly possible it could have been lessDepending on the factory incentives available, time of year of initial purchase, etc ..Do you not have records of past sales?? The bottom line price of the camper NEW was LESS than what we paid years later USEDHow is this possible?? As far as the purchase of the current unit, he initially purchased a new one, then decided he couldn't tow it and came back in and picked out the one he currently hasThis included several visits during the RV show in Syracuse, etcOk, fine, not a problemThis statement is so wrong its laughable We did begin with a purchase of a new camper at the RV showAs a reminder, we went to TGO because no one else would touch our popupyou remember, the one we were told would retain it's value?because we were so upside down in it Irregardless of that, the reason we did not purchase the new camper had ZERO to do with the weight, In fact it was actually lighter then the one we did purchaseThe issue was price, and nothing moreAnd is "Several visits" means 2, then you're correct, we made "several" visits to the RV show As far as the USED trailer he purchased, I have attached several documentsOne is the purchase disclosure sheet, which he signed which details the unit and what is or is not included in the purchase at the time the deal is writtenI also had a conversation with the sales consultantAs you can see and from the sales consultant himself, never was a NEW battery or New propane tanks discussed and obviously not noted.Sadly, you have me there, I did FOOLISHLY sign the purchase disclosure sheet We were also cold, later than we planned thanks to TGO double booking our appointment and quite frankly forgetting we were coming, and unfortunately so blinded by the excitement of getting our camper that we failed to notice, until we got home that NOTHING was cleaned on the camper Exterior was understandable as I stated, (and NO OFFER for a later cleaning was ever made) As far as the mention of the New battery/propane tanks etcI was told that by the sales person from the year before, Dan M [redacted] that the $prep fee included a thorough cleaning of the camper as well as a new deep cycle battery, and new propane tanksSadly I did not get this in writing so I'll have to accept the fact that the sales person lied about those items, (a practice that seems to be standard practice with this company based on conversations we've had with SEVERAL other TGO customers).NEW unit, absolutely, USED unit, no, and apparently after getting it home, the good used battery went bad so we gave him another one.If "Good used battery" means one that is more than years old, covered in grime, and smelled so bad we called National Grid because we thought we had a gas leak, then I'd hate to see what a bad battery looks like! Yes TGO did AS THEY SHOULD HAVE, replace the battery which we greatly appreciated and expected despite having to drive minutes to pick it up.As far as the spare tire, we gave him one as per the sheet attached, It originally when it was new came with a hard shell abs cover, which was apparently inside the unit when he looked at itWhen they prepped it, they realized it was cracked, which they all do, so they put the standard vinyl cover on it and ordered him a new hard shell( which btw has been sitting here with his name on for several months, with a note saying they tried to contact him)*sigh [redacted] even more liesEven our sales person stated he had no idea where the cover went when we asked him about it, but now suddenly we hear it was supposedly cracked and therefore we were given the vinyl coverAll in all this is more an annoyance than anything, and an example of how disorganized this company isIt's a plastic cover, we will survive without itTGO made a less than stellar attempt to resolve that one by offering another cover off of another camper (probably where ours went as well) that didn't fitWe were told one would be ordered but NO ONE HAS CONTACTED US SINCE! TGO has my e-mail address, and different phone numbers for us but some how we managed to miss them? No contact was ever attempted, sorry.Attached also is the initial prep order showing all parts that were put on the unit during the prepping process as well as any work performed.First time I've seen this oneGood to know that things were fixed that should have been before it was even put up for sale.Mr [redacted] s picked the unit up March 24,as you can see by the attached quick survey we have the customer fill out at the time of pick upYou can also see his responses to the questions, the only "issue" being the outside wash was impossible to do as the weather and temps were below freezing, which he noted as "to be understandable"Yup as I said before, we didn't really notice things until we got home, but my fault for not being more thoroughThis is where the term "Buyer Beware" fits nicely.Since his pick up we show no phone calls or.service issues, whereby we would have asked him to bring it back in to take care ofNow almost months later we get a complaint saying everything was wrong, was never prepped, etcetc.?????????????????????? Really Jerry? Sure you don't want to check your records on that one? Hang on, I'll wait while you look......Still looking? Let me help you out buddy

ID ***Not once in this complaint did I ever say anything about the Awning on the Camper! The camper had to be re-cleaned before we took it home the first timeWe found droppings in the vents and they had an employee come out and clean itThe hornets nest, and more dropping where found when I removed the panels in the camperThe hot water heater valve was behind the panelsI also have taken pictures of what we foundThe Hornets nest was never under the bathroom sinkSo I'm not sure where they got that fromWe tried to contact someone from their service department and they were refusing to help usAfter posting the pictures as well as a statement, I was contacted by DanNot sure of his position or phone numberWas told only to talk to him on instant MessengerHe said he would look into this and get ahold of meAfter a week, I was able to get ahold of him again and was told to bring it to the store to be re cleanedSo, that's what we didWe never said we had it professionally cleanedThey told us that's what they where going to do for usThey never cleaned or deodorized the camper in the weeks they had it at the Fulton NY store. The Fulton store inspected the camperAfter towing it home for the first time, we had a flat tireAfter taking it off and bringing it to a store to be fixed, there was a leak in the sidewall of the tireIt could not be fixedSo they circled the hole and showed me itI called the great outdoors service department, and they said they would look at it, once I bring the camper back to be cleanedThe tire was never replaced or exchanged like they said in the repair orderThey put my family and as well as my own safety at riskThere NYS Inspector License should be suspended until this matter is fully taken care of. My wife and myself went to pick up the camperThey had it there for weeksThe receptionist told us we could not pick it upSo we asked for a managerShe called him twice before he came out of his officeWe tried to explain our concerns on the camper and he would not address any of themSo talking loud, YESYelling, NO. Bottom line they VOIDED the contract and jeopardize our safetyI have before and after pictures of the camperPlus, copy's of the conversation on instant messenger

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all the repairs was not done properly and the roof where the leak is has a year warrenity. We had also purchased a extended service plan for the complete unit when we purchased it. I have pictures of the work they did and how it did not hold. I was also told by the company to bring it back after the 2nd season and they would finish the work because after the first time they had the unit for months and did nothing to it until we started calling in March of and left messages that was never returned. When we went to pick up the unit they said they was airing it out because the left the stove on and it was full of gas. they drained both of my propane tanks and never offered to refill them. They also asked if my steps was broken when I dropped it off which they were not. The doors to the compartments were never fixed as we told them you could see light out of then when they were closed tight. I have heard from several people about their service since I have had problems and non of it is good. They need to keep up their end of the deal
Regards,
*** ***

This letter is in response to the complaint by Mr*** *** ***1.Regarding the brake situation on his original purchase, he is right, the brakes should have been done, and were suppose to have been. The service manager was under the assumption that the tech had performed the work
Unfortunately the tech informed us after Mr. *** picked up the unit that he never was able to get to themWe replaced all needed parts as per Mr***'s notationWas not an issue at all.As far as price of fold down, I have no idea what the original deal was , and it is highly possible it could have been lessDepending on the factory incentives available, time of year of initial purchase, etc .. As far as the purchase of the current unit, he initially purchased a new one, then decided he couldn't tow it and came back in and picked out the one he currently hasThis included several visits during the RV show in Syracuse, etcOk, fine, not a problemAs far as the USED trailer he purchased, I have attached several documentsOne is the purchase disclosure sheet, which he signed which details the unit and what is or is not included in the purchase at the time the deal is writtenI also had a conversation with the sales consultantAs you can see and from the sales consultant himself, never was a NEW battery or New propane tanks discussed and obviously not noted. NEW unit, absolutely, USED unit, no, and apparently after getting it home, the good used battery went bad so we gave him another one. As far as the spare tire, we gave him one as per the sheet attached, It originally when it was new came with a hard shell abs cover, which was apparently inside the unit when he looked at itWhen they prepped it, they realized it was cracked, which they all do, so they put the standard vinyl cover on it and ordered him a new hard shell( which btw has been sitting here with his name on for several months, with a note saying they tried to contact him)Attached also is the initial prep order showing all parts that were put on the unit during the prepping process as well as any work performed. Mr***s picked the unit up March 24,as you can see by the attached quick survey we have the customer fill out at the time of pick upYou can also see his responses to the questions, the only "issue" being the outside wash was impossible to do as the weather and temps were below freezing, which he noted as "to be understandable"Since his pick up we show no phone calls or.service issues, whereby we would have asked him to bring it back in to take care ofNow almost months later we get a complaint saying everything was wrong, was never prepped, etcetc.?????????????????????? Never did he say anything to the tech who went over the unit with himIn fact , the tech said he seemed very happy other then the outside wash which he understoodand I'm sure we offered to wash it when the weather was better. Needless to say we are dumbfounded by the commentsWhy did he not address them at the time of delivery or why did he wait to bring them to our attention months later and thru a third party??? There were no "shady'' practices, etcHad he contacted us, we would have been more then happy to address any legitimate issues he hadUnfortunately we cant address issues that we knew nothing about. His spare tire cover is here for pick up whenever he likesIf the trailer had not been "prepped" he would have and should have contacted us immediately We wish him the best with his camper and camping seasonSincerely,Jerry F*, GM

As per Complaint ID ***, we previously sent copies of work orders regarding this unit. If she has any other issues with her unit, we would be more then happy to address any legitimate warranty issues here at the dealershipAs per the warranty, please call our service department and they will set up an appointment to address any warranty repairs WHILE SHE WAITS if possibleOr she can drop it off and when she picks it up, we will go over her issues one by oneWe nor do any Manufacturers reimburse customers for " inconvenience" issues regarding warranty repairsNot fuel reimbursement, lost camping, etcetcThis is stated in her written warrantyPlease call ###-###-#### and ask for Rick W., the service managerSincerely, Jerry F., GM

September 1, 2015To Whom It May Concern;Regarding the Revdex.com complaint# [redacted]:When she purchased her RV from us she also purchased an extended service plan, which covers repairs on MECHANICAL break downs, such as electrical, appliances, etc. Repairs can be done by ANYONE as long...

as the repairs and costs are OK'd before the repair is made. As per Ms. [redacted] #1 she lives in the RV year round! Even in the winter, which technically according to the warranties of both the original manufacturer and the extended warranty company can VOID the contract. #2 she has it parked 50 miles away from our service center. That being said, we went to her camper and fixed several things in the middle of the winter, some of which were NOT covered by her service contract, they were done as good will, however she started cal ling us to drop everything and go there on a weekly basis to fix things that were not covered. We informed her t hat we could not do it and if she had a COVERED repair, she could call someone locally to perform the work, She refused to accept that as an answer. We even gave her the names of local entities that could perform the repairs. She continued to call us with a list of uncovered repairs" once stating that most of the appliances needed to be replaced, as far as she was concerned. Obviously, none of which would be covered under her service plan. Her requests were getting totally out of control, so we told her straight out, we would not perform any more service calls or repairs on her RV and she should call one of the other repair businesses close to her to perform any COVERED repairs. She purchased the unit USED from us, with a standard 30 day dealer  warranty, 18 months ago. Her extended service contract is still valid. Apparently she has contacted someone local to her to perform repairs. That is who she needs to call should any of the covered repairs be needed.Jerry F[redacted] GM

As per the service writer assigned to Mr. [redacted]'s trailer: Transcribed from memory as well as recorded phone conversation: 6/30/2016 Mr [redacted] arrived to take delivery of his new trailer. It was at that time we realized that one of the electric motors on his stabilizer jacks had failed. He was made...

aware of the fact and obviously could have opted for leaving the unit or taking it and using it until the replacement part arrived. Obviously one jack does not make the unit nonfunctional , so it was agreed to be delivered and the part replaced at a later date. He stated to the service writer that he was going to be permanently sited so usage of the electric jack on a regular basis wasn't an immediate concern. 7/8/2016 We received a threatening phone call from Mr. [redacted], stating that be bad no hot water and that he was coming down to kick the service writer's a#! and drive his truck and trailer through the front doors. We determined that the only problem with the hot water heater was a water valve needed to be turned to allow water to flow to the bot water heater. We walked him through the valve turning over the phone, which corrected the problem. 7/ 11/2016 The stabilizer jack came in, we called him and went to his site and installed the part. In the R V business one to two weeks to get parts is totally normal, some parts taking 2 or 3 months to receive. Professionalism is a two way street, and we do not take physical threats likely. We are sorry Mr [redacted]'s jack motor was faulty, however we didn't make it or cause it. STUFF HAPPENS! ...... thus the reason for a factory warranty .... We will be more then happy to address any other legitimate applicable warranty situations that occur during the warranty period, as long as they can be done in a professional manner with out arguments and threats. That is not tolerated by the factory or any dealer. RV Service Director Chris N.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
All I want are the records of when they came to the campground to supposedly fix the leak.  They stated that were supposedly out several times but fail to send records of proof.  They never emailed any information and I was told several times t records are not kept when they go to any campgrounds and only went out as a courtesy as it was just bought.  I think at this time with no records of them doing any service work just goes to prove that Great outdoors does not care about their customers.  I have called multiple times for the same issue and was given the same line of we can not do anything more and we do not keep records like that deserves reimbursement for all the trouble we have gone through!  You have not only put myself and spouse in danger with all this but my children as well as the product was not taken care of by your supposed promise as a business to protect your customers.
Regards,
[redacted]

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]

May 5, 2015To Whom It May Concern,The [redacted] are now looking for a 3'rd year of warranty on their 1 year warranty trailer. After numerous repairs done at no charge, even those that were obviously damaged by the customer, including replacement steel steps, couch, etc.. the customer is...

still seeking repairs. It is neither the dealers or the factories problem that they take off for 6 months or more at a time. We and the factory have done everything and more than the warranty allows, but its never enough. Even the factory has asked us to NEVER sell these people another one of their products. Bottom line, they are out of factory warranty and have been now for months and months. No more service work of any kind will be performed here. End of discussion![redacted]General ManagerThe Great Outdoors Recreation Center, Inc.

Attached are the Repair orders issued to technicians and work performed on this RV. As per factory warranty procedures/policies, some of the repairs were performed here at the dealership, as it was originally towed out of here.. Apparently the unit was then permanently sited in a campgrounds....

Technically, service calls are not part of factory repairs and it is technically the customers responsibility to bring the RV to whatever dealer preferred. We do HOWEVER offer free service calls during the warranty period, as long as the service can be performed during our normal scheduling in that area. Which you can see we did go to [redacted] campgrounds. Since original pick up, her initial service advisor has left the company and at one point, her unit was moved to another service advisor. As you can see per the repair orders, done by the technicians themselves, what work and when they were performed. . As far as signing in with the campgrounds, we go to dozens of campgrounds weekly and rarely if ever have any conversations with campground owners. We go to campsite, perform and check the unit as per the customer's complaint, then leave ... The current service advisor stated that he believed she had called early in the spring and asked for copies of repair orders. He states that he believes they were emailed, and does not remember any bounced back emails or calls since then regarding receipt of the orders or any conversations regarding any current repairs needed .. We would be more then happy to address any factory authorized repairs here at the dealership or at the campgrounds, as we show she is still in warranty but technically not for long .. We DO keep records of everything we do to any RV, and are not sure why anyone would tell her we don't keep records. We do not "lie" to people regarding their repairs, etc. We are paid by the factory to perform repairs per THEIR requirements and authorizations and would be more then happy to address any factory warranty repairs, etc. Please call Roy I., her service advisor to set up a time to address any repairs. Sincerely, Pam F., Service Director

October 3, 2016To Whom It May Concern,All Locations:[redacted]www.qreatoutdoorsrv .comAs per the Revdex.com complaint [redacted] when they brought the camper back to be cleaned, they also brought it back with major damage to the awning. Initially stating that "...

it was like that when we pickedit up", which was not true, one arm of the awning was ripped off the side ofthe trailer and the awning fabric was torn away from the RV. We had re cleaned the unit, at the time of delivery, when they noticed the bees nest up under the bathroom sink, at the time of delivery. They called after taking it home, and said it wasn't clean" etc, etc .. That's when we said bring it back, and we'll reclean it. When they arrived, they said, "no need to clean it, we had it professionally cleaned." We went back into it anyways, to clean anything we could see. Needless to say, the trip was about getting the awning damage fixed for free, not cleaning. That damage was the responsibility of them or their insurance company. So they were told it was not like that at delivery, and not a warranty item. Therefore, we would not repair the damage at no charge. They came after service hours to pick up the trailer and started screaming in the store, apparently thinking they would find someone who would OK the awning repair. When she wouldn't let the sales manager speak and kept yelling, he just said, "take your unit" and walked away from her. Bottom line, yes we missed a bees nest, etc cleaning the interior, we thought we had taken care of it before they left, as we would not have let it leave unless they OKd the condition. Now it appears to be an attempt to get reimbursed for damages to the unit. Which is NOT going to happen. Chris N[redacted]Service Manager, The Great Outdoors RV Superstore

Revdex.com:
I have reviewed the response made by the The Great Outdoors (TGO) in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.1.Regarding the brake situation on his original purchase, he is right, the brakes should have been done, and were suppose to have been. The service manager was under the assumption that the tech had performed the work. Unfortunately the tech informed us after Mr. [redacted]s picked up the unit that he never was able to get to them. We replaced all needed parts as per Mr. [redacted]'s notation. Was not an issue at all.Actually this was a serious issue. How can an organization present am inspection sticker for a vehicle that has no working brakes?? I'm pretty sure thats a violation worthy of the loss of a license and/or a stiff penalty from the NYSDOT. Additionally, thanks to the sales person telling me that the problem was probably due to the factory wiring in my brand new Nissan Pathfinder, I ended up spending a week troubleshooting unnecessarily issues with the tow vehicle trailer wiring thanks to: A) A poor & mis-informed sales person only worried about the sale B.) A poorly organized organization that had no clue the camper was being delivered. As far as price of fold down, I have no idea what the original deal was , and it is highly possible it could have been less. Depending on the factory incentives available, time of year of initial purchase, etc ..Do you not have records of past sales?? The bottom line price of the camper NEW was LESS than what we paid 2 years later USED. How is this possible?? As far as the purchase of the current unit, he initially purchased a new one, then decided he couldn't tow it and came back in and picked out the one he currently has. This included several visits during the RV show in Syracuse, etc. Ok, fine, not a problem. This statement is so wrong its laughable.  We did begin with a purchase of  a new camper at the RV show. As a reminder, we went to TGO because no one else would touch our popup... you remember, the one we were told would retain it's value?.. because we were so upside down in it.  Irregardless of that, the reason we did not purchase the new camper had ZERO to do with the weight, In fact it was actually lighter then the one we did purchase. The issue was price, and nothing more. And is "Several visits" means 2, then you're correct, we made "several" visits to the RV show.   As far as the USED trailer he purchased, I have attached several documents. One is the purchase disclosure sheet, which he signed which details the unit and what is or is not included in the purchase at the time the deal is written. I also had a conversation with the sales consultant. As you can see and from the sales consultant himself, never was a NEW battery or New propane tanks discussed and obviously not noted.Sadly, you have me there, I did FOOLISHLY sign the purchase disclosure sheet.  We were also cold, later than we planned thanks to TGO double booking our appointment and quite frankly forgetting we were coming, and unfortunately so blinded by the excitement of getting our camper that we failed to notice, until we got home that NOTHING was cleaned on the camper.  Exterior was understandable as I stated, (and NO OFFER for a later cleaning was ever made).  As far as the mention of the New battery/propane tanks etc. I was told that by the sales person from the year before, Dan M[redacted] that the $590 prep fee included a thorough cleaning of the camper as well as a new deep cycle battery,  and new propane tanks. Sadly I did not get this in writing so I'll have to accept the fact that the sales person lied about those items, (a practice that seems to be standard practice with this company based on conversations we've had with SEVERAL other TGO customers).NEW unit, absolutely, USED unit, no, and apparently after getting it home, the good used battery went bad so we gave him another one.If "Good used battery" means one that is more than 7 years old, covered in grime, and smelled so bad we called National Grid because we thought we had a gas leak, then I'd hate to see what a bad battery looks like! Yes TGO did AS THEY SHOULD HAVE, replace the battery which we greatly appreciated and expected despite having to drive 30 minutes to pick it up.As far as the spare tire, we gave him one as per the sheet attached, It originally when it was new came with a hard shell abs cover, which was apparently inside the unit when he looked at it. When they prepped it, they realized it was cracked, which they all do, so they put the  standard vinyl cover on it and ordered him a new hard shell. ( which btw has been sitting here with his name on for several months, with a note saying they tried to contact him). *sigh* even more lies. Even our sales person stated he had no idea where the cover went when we asked him about it, but now suddenly we hear it was supposedly cracked and therefore we were given the vinyl cover. All in all this is more an annoyance than anything, and an example of how disorganized this company is. It's a plastic cover, we will survive without it. TGO made a less than stellar attempt to resolve that one by offering another cover off of another camper (probably where ours went as well) that didn't fit. We were told one would be ordered but NO ONE HAS CONTACTED US SINCE! TGO has my e-mail address, and 2 different phone numbers for us but some how we managed to miss them? No contact was ever attempted, sorry.Attached also is the initial prep order showing all parts that were put on the unit during the prepping process as well as any work performed.First time I've seen this one. Good to know that things were fixed that should have been before it was even put up for sale.Mr. [redacted]s picked the unit up March 24,2016 as you can see by the attached quick survey we have the customer fill out at the time of pick up. You can also see his responses to the questions, the only "issue" being the outside wash was impossible to do as the weather and temps were below freezing, which he noted as "to be understandable". Yup as I said before, we didn't really notice things until we got home, but my fault for not being more thorough. This is where the term "Buyer Beware" fits nicely.Since his pick up we show no phone calls or.service issues, whereby we would have asked him to bring it back in to take care of. Now almost 3 months later we get a complaint saying everything was wrong, was never prepped, etc. etc.?????????????????????? Really Jerry?  Sure you don't want to check your records on that one? Hang on, I'll wait while you look......Still looking? Let me help you out buddy