ComplaintsforGregg Orr Marine Hot Springs

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new 2023 ***** Redhawk 24B Motor home from Gregg Orr Marine and RV. The sales process was carried out over the telephone. The sales process went smoothly until the day (02/19/2024) that I arrived to pick it up. They had replaced the power converter because it was not charging only to find out the new one did not work either. One of the technicians told me he just needed to fix a faulty ground wire and the converter was now working. The thermostat for the furnace was also replaced to get it working. I started for home with my brand new RV on the 20th. The next day the radio developed a lot of static on the am band and the generator quit running and would not restart. Once I got home I checked the generator and found that the cable from the battery to the starter solenoid was loose but the nut could not be tightened. I did notice a good deal of rust on the bottom of the generator so I got under the unit to look and was surprised to find a great deal of rust and corrosion under the unit. Rust is on the chassis; the suspension, hydraulic brake lines, the motor and pump for the leveling jacks; etc. The reason for the repair of the ground wire was that it had rusted and the technician did not mention the rust. Had I been told or had crawled under the unit and saw the condition, I would not have continued with the sale. The original bolt for the ground is rusted off into the frame. I have a report attached that details the extent of the rust. When I contacted the dealer, he referred me to ***** who stated that the warranty does not cover rust. I am 900 miles from the dealer with no warranty. Therefore I want a refund or replacement. I drove 900 miles to purchase a brand new vehicle because I did not want to take a chance on a used one to have this type of problem. This unit is not in new condition and should not have been advertised as new. A limited number of pictures are attached, more are available. Rust on the brake lines & cables is a safety concern.

  Business response

  05/10/2024

  Dear *** ******:

  Thank you for bringing this issue to our attention. Gregg Orr Marine and RV appreciate your business and are committed to addressing any concerns you may have. I understand that you’ve raised a complaint regarding your 2023 ***** Redhawk Motor Home, and I want to clarify the nature of the issue. 

  Upon reviewing your complaint, it appears the issue you’re facing with your motor home is not related to Gregg Orr Marine & RV but rather with the manufacturer. We understand that this can be frustrating, and we want to help you resolve this matter as smoothly as possible. To address this issue effectively, we recommend reaching out to ***** again as they are best equipped to assist you with the manufacturer’s defects. If you cannot come to a resolution with *****, please reach out to our General Manager *** ******* and he will contact ***** directly.

  We genuinely appreciate your patience and understanding as we work together to resolve this matter. Your satisfaction remains our top priority. If you have any further questions or concerns, please feel free to contact us directly at *************  

  
  

  Customer response

  05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have been told by ***** repeatedly that the factory warranty does not cover rust and corrosion. I have informed *** ** ******** at the dealership several times by both email and over the phone and my last two emails and phone messages have gone unanswered. ***** claims that the rust formed on the unit after sitting on the dealers lot, therefore it is the dealer’s responsibility. See the attached email.
  I purchased this unit as new with a full factory warranty but I was deceived. I do not have a warranty on the rust and corrosion and this fact was withheld from me. The dealership had to know of the rust because they had to repair one of the ground wires that was damaged due to the rust before delivering the unit to me. Did the dealership file a claim for the repair under the warranty? Did ***** reimburse the dealership? If not, there is no warranty for this.
  With over forty years experience in the auto/truck repair industry; I would not knowingly purchase a rusted vehicle like this; new or used. I do not want it repaired because problems will keep arising with rust. I want either a full refund or replacement with a NEW similar unit. I have been trying to get this resolved for almost three months.
  
  Sincerely,
  
  ****** ******

  Business response

  06/07/2024

  I have reached out to our Fixed Operations Manager to help resolve this issue. He is reaching out to ***** in this regard. I will follow up with *** ****** as soon as I hear back from our Fixed Operations Manager. Thank you.  

  Customer response

  06/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have NOT received any communication from the Fixed Operations Manager either by phone, text or email. It has been over a MONTH since whoever is writing these responses has said that someone would reach out to me. I called and spoke to ****** **** who recently replaced the Sales Manager, ** ********. *** **** was not there at the time of the sale and told me that he has no knowledge of the problem and there is nothing in my file. He gave me the same response as this latest communication; he would reach out to *** ******* on my behalf. This problem is going on now for four months. It is time for something to be done. I have over $90,000.00 of rusted RV sitting in my garage that I cannot use. I was not informed of the condition of this NEW RV when it was sold to me and I feel that I have been defrauded. This is supposed to be an new unit with a full factory warranty and damage free. The warranty is comprised and the unit is severely damaged by rust.
  
  Sincerely,
  
  ****** ******

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