ComplaintsforJohnston RV Center-Cullman

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/31/2020 I purchased an East to West Alta from Johnston RV. Since 7/16/21 my RV has been at Camping World, Calera, Al for warranty repairs. Still is. Whether intentional or otherwise the person doing the closing withheld information regarding the fact that most repairs must be made AT an authorized dealer, which is very involved and time consuming and costly in transporting your unit. It was not explicit what a lifestyle it is. At one point the closer told me I shouldn't tell the bank I was planning to live in it. Later after repairs were taking so long another company rep told me I shouldn't tell the manufacturer I was living in It. At the closing, with each document, I inquired as to important information on that page I was signing. Never did he tell me I had to TAKE my unit to an authorized deal for repair.

  

  Business response

  02/01/2022

  Business Response /* (1000, 11, 2021/12/22) */ It's unfortunate we did not have the opportunity to address Mr. ****'s concerns at the time he took his camper in for service at another repair facility in July. After purchasing in August of 2020, the next documented time we heard from Mr. **** was Oct. 27, 2021. He spoke to our operations manager about his Lifetime Warranty being cancelled. As part of the program, the camper must be inspected once per year to keep it active. Mr. **** didn't do this. However, my operations manager worked with my business office over the next few days to get the warranty reinstated. The attached documents show where Mr. **** signed a page that says, in bold, "I understand that all maintenance must be performed by a professional repair facility." On the other page, which is the contract for the Lifetime Warranty, he initialed a box stating he understood the maintenance requirements. Also, Mr. **** purchased an extended service contract which can provide for a mobile service tech from a professional facility to travel to his camper for repairs. Had he taken advantage of that, his camper could have been repaired on site. If he had called us at the time of his service issues, we could have helped facilitate this. On Sunday, Nov. 14, 2021, Mr. **** sent an email to our operations manager stating he had concerns about his purchase and had been in contact with an attorney. The next day, I reached out to Mr. **** to address his concerns directly. At the end of the conversation, I offered to help him sell his unit - which I felt he was receptive to at the time. The next morning, he emailed stating he would like me to "buy my RV for the remaining balance of my mortgage" plus "refund the amount I paid for the extended warranty." The payoff on the camper at that time was $35,175 and the pro-rated refund on the extended warranty and GAP policy he purchased totaled $3,015.64. Mr. **** originally purchased the camper in August 2020 for $29,995 plus tax and the costs of the optional coverages he purchased. Later that same day, I responded and, again, offered to help him sell his camper. I also sent him the forms necessary to process the cancellation of the extended warranty and GAP policy. Mr. **** responded the next day saying he would have "third parties determine if your closer was acting as an honest broker." I have not heard from him since. I truly feel had he given us an opportunity to address his service issues in July, we would have done so and avoided this situation. Again, we were not given that chance. Johnston RV Center Consumer Response /* (3000, 13, 2021/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This illustrates my complete misunderstanding of what I got myself into; not claiming the Johnston mislead me intentionally: When I went to register my rv with Shelby Co, I declined to get a license plate, after all I was simply going to live in it. As we were closing, I asked for the bullet points for each document. Therefore, I signed and initialed each document, believing I had been told the truth. That I wasn't, don't know if it was intentional. Still don't know why two company reps advised not to tell the manufacturer I intend to LIVE in my rv. Not withstanding the fact that I couldn't afford to take my rv to Johnson, and took it to a local warranty repair facility which gets back to m the crux of my problem; my being mislead regarding having to take my rv to repair facility.. Clearly, the Johnston closing rep didn't make aware of how much time, money, and effort was involved in simply moving and resetting a rv back up. I am not accusing Johnston of intentionally misleading me, but clearly I wasn't given the whole truth

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