ComplaintsforJubilee RV Sales & Service Centre

• Initial Complaint

  02/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were very happy to deal with Norman and Ron who have been helpful. However, Terry A**** wasted our entire season with inaction. We think that's important to get onto the record. We bought a park model from Jubilee homes on May 26th, 2021 (Attached) and it was delivered on July 22, 2021. Only the fridge and dishwasher work. The stove, dryer, heat pump, hot water tank, dryer etc are not functional. There other issues shared by email. We have been emailing and calling and asking for resolution for many weeks with nothing to show for it. **** ******** ******** ***** *** ***** *** ***** *** **** *** ** **** **** **** ***** ** ********* ******* ** *** **** ** *** **********. The door is about to fall off as its diamonded so badly the handle is breaking. There are holes in the bottom of the unit for mice and insects to get into the park model. Ron has been fairly helpful but its taking too long. There has been zero progress since July 22nd, 2021 and its now September 2, 2021. I am hopeful

  Business response

  16/09/2021

  we have been in contact with the customer ******* ****** and resolved his complaint...thank you ,Terry A****

  Customer response

  16/09/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ******** and I agree pending the work being carried out as planned. 
  
  Sincerely,
  
  ******* ******

  Customer response

  20/07/2022

  UPDATE JULY 20, 2022
  
  For months, we have been dealing with Jubilee RV (& ***** the manufacturer) and the entire time are made to feel like we have done something wrong for wanting what we paid for back in May 2021 to work and look as expected. They constantly act as though we are unreasonable for wanting working appliances and the kitchen to look like the brochure that we bought the park model from. Jubilee RV fired the sales person who sold us the unit and its possible its because we were promised a ***** (as shown on the Credit from with **********) and delivered some partially finished unit instead. We can't be sure exactly what is going on with this terrible company, but we are very frustrated.
  
  In November we finally got our unit sealed up underneath to protect from bugs and rodents and some of the appliances working as expected (heat pump, hot water tank, stove, dishwasher, dryer). In June 2021 after months of emails and requests, we finally got heat and AC that works reliably. The door handle works a little bit, but is still falling apart because of the poor set up of this unit and its lack of being fully level. 
  
  We are still waiting for kitchen cabinets which do not look like the brochure that we purchased from and our washer is not draining or spinning. The access to the washer and dryer is so poor that you need to be a certified HVAC technician to pull them out to inspect because no reasonable access was engineered. We have been told from ***** that its our responsibility to get in touch with the washer manufacturer and deal with them even though we have never even done a single load of wash with it. (note we only were able to start using it in June once reliable heat and AC was installed).
  
  We have also been promised re-imbursement by a previous manager Ron C*** for the damage on delivery that resulted in a damaged propane intake connection. It took hours for two HVAC technicians to find a way to get the old intake pipe off and install a new one because the access was engineered so poorly. The blocking plan needed to be changed because the park model showed up not looking like the drawings we were given and required to be moved due to set back regulations in the park. Jubilee's set up team that we paid $6800, didnt bother to check underneath for fittings before changing the blocking plan.

  Business response

  26/08/2022

  The Consumer regarding complaint # ******** - has re-opened his complaint with the *** July 20th 2022 due to ***** rightfully so not supplying him with a new washer/dryer combo. His inaccurate statements regarding his new complaint are manipulatively inaccurate .

  
  

  The Consumer originally submitted a credit application (Jubilee has on file if you need to see) to Jubilee RV February 24th 2021 to purchase a 2021 ******** **** ,another manufacture of Park Models Jubilee sells ,when he found out the width and length of the woodland he told Jubilee it was too wide and long for his pad at ******** **** . The Consumer then looked at a Brochure of new 2021 ******** with a sale price of $152,000.00 ,fridge at the end ,gas range and sink with cabinets going above on the right side .The Consumer was told about a 2021 ******** with a 2020 floor plan with a sale price of $139,000.00 , that another customer had ordered and did not purchase -fridge and gas range at the end ,sink on the right with no windows or cabinets above , he and the salesperson Norm made arrangements with Joe(owner) to meet at the Factory in Penticton to look at the units. The Consumer liked the 2020 floorplan (He remarked how he liked all the counter space with the gas range and fridge at the end rather than on the right )and asked Joe for a price to add and install an island and cabinets above the sink. When Joe got back to him with the prices he did not go for the cabinets and only authorized the island which was $1,600.00 ,he purchased the 2020 floorplan model ...Stock # ****** - Serial # ******* showing on the purchase agreement and Serial # ******* showing on the bank credit agreement. The Consumer had to wait delivery due to the kitchen island that had to be supplied and installed (later delivery was delayed due to the Consumer having to wait for a concrete pad to be poured on his lot at ******** **** )

  
  

  The above attachment - AUGUST 13TH 2021 (after delivery) confirms the unit he purchased was correct ,stating he would contribute to the cabinets (looking to negotiate a lower price )

  
  

  The above far left attachment - NICKOLAS SIGNED ACKNOWLEDGEMENT clearly shows he was responsible for the Gas ,furnace, range ,hot water tank and electrician cost. The Consumers inaccurate statement that he has not received reimbursement from Ron Case /Jubilee RV -attachment - PAID INVOICE FROM JUBILEE clearly shows Jubilee paid not only for the repair but the Consumers appliances gas hook up (good will for the Consumer). The Consumers invoice for $1,412.09 was for the installation of his propane tank and an outside Bar-B-Que both his responsibility and his cost...

  
  

  The Consumers inaccurate statement regarding that he paid $6,800.00 for setup .please see again The above far left attachment - NICKOLAS SIGNED ACKNOWLEDGEMENT showing he paid $4,800.00 for setup and $2,000.00 for trucking(freight) The park model did not have a different blocking plan and did not need to be moved as the Consumer has stated ,the set up crew made a mistake and put blocking under the gas connection causing damage to the gas connection...nothing to do with what the Consumer has inaccurately stated....

  
  

  I have attached above ACTUAL KITCHEN A TEXT CHAT BETWEEN THE CONSUMER AND MYSELF dated May 13th 2022...also attached SERVICE INSPECTION GROUP CHAT between the Consumer ,Joe ,Richard and myself...

  
  

  The above attachment EMAILS JUNE 9TH 2022 AND JUNE 23RD 2022 are very important as this was again another resolve ,ending with Joe stating to the Consumer -

  We too want resolve the issues, but the constant ******* of legal action is getting tiresome and posting fake reviews from ghost accounts will result in ***** not providing any more service for you.

   

  It will require patience and common sense from all three parties to get it resolved and put this behind us.

  
  

  and the Consumer replying June 23rd 2022 - 

  
  

  ********* ** * ******** ******* ** *** ******** ** ****** ******** *** ***** *** **** ** ******* **** **** *** ****** ******** * **** ****** *** ***** ***** ******* * **** ******* * **** ******* *** *** *** ******* *** *** ******** ***** ****** *** ********* **** **** ***** *****

  
  

  In the meantime, the Consumer not getting his way regarding the washer/dryer (see above attachment - NICKOLAS SIGNED ACKNOWLEDGEMENT OF WARRANTY) The Consumer complained to the *** with inaccurate statements to try and force us to supply him with a new washer/dryer, as well Jubilee RV began being inundated with ghost 1-star reviews on ****** ,we cannot prove they are from the Consumer but his ******* that he works in the cyber world that he can make Companies Millions as well cost Companies Millions stating "which Company do you want to be) has Jubilee wondering ,especially after his email to us dated August 18th 2022 at 10:30 AM.
  

  
  

  I have attached a text between myself, and the Consumers wife (top of page in Blue) dated August 17th 1:57 pm. stating next week, we will be out to instal the cabinets ,repair the shower and pot light (another resolve) the very next day August 18th at 10:30 AM. see attachment- EMAIL FROM NICKOLAS THE NEXT DAY AFTER TEXT TO S********
  

  
  

  I hope you can see from the documented emails and text's above, that we have tried over and over to resolve the issue with the Consumer with only noncompliance and continuous ******* from him in return ,that the *** will disregard this Consumers complaint and Jubilee RV maintain our good standing *** record.

  
  

  Cheers for now,

  
  

  Terry 

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩