ComplaintsforAirstream Inland Empire

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a trailer from them under the guarantee that all components would be tested and working. Upon delivery it was realized that the airstream connect modem was detached & not tested or working. The dealerships response was for me to purchase a $1200 modem to replace the defective one they sold me.

  Business response

  10/30/2023

  ***************************;

   

  I am in receipt of the notice dated 10/9/2023 that you sent us.  This situation has been resolved to both the customers and dealerships satisfaction.  I believe that you could contact ********************************* and that she would confirm this.

   

  **************** purchased a used trailer from our Inland Empire store.  While we do our best to insure everything is working correctly by performing a thorough P.D.I. (Pre-Delivery Inspection) there are problems and or issues that can arise on the delivery pad or after the customer has taken the used trailer home.  All our customers are offered an **************** Contract to cover such repairs.  It is very common & recommended in the ** industry for a customer to take an ** (even a brand new one) on a Shake-Down trip that is local to their home in order to perform a run down and test out all of the equipment.  If a customer has an issue with something the process is for them to schedule an appointment with the ****************** and bring the ** back in so that it can be fixed etc.

  **************** didnt go on a local test run for a weekend to see if everything was working correctly but rather took off on a month-long business trip with the trailer.  Once we learned of the situation and realized she was unable to ***************** back in for repairs as per the process we went ahead and approved and paid for a mobile technician to go out to where she was staying and perform the repairs on the spot.  We ended up paying this mobile technician to go out on three separate service calls and perform various repairs.  As far as we know at this point there are no outstanding repairs that are needed.  We went above and beyond and paid to have a Mobile Technician go out on three separate trips as a gesture of goodwill. 

   

  Please let me know if you have any questions and or concerns as Id be happy to help.

   

  Thanks,

  *****

   

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

  General Sales Manager

   

  Airstream Inland Empire

  Customer response

  10/31/2023

   I am rejecting this response because:
  
  ***** is very dishonest in all his claims. Throughout this situation he continues to make up stories. The reality is he hasn't returned my calls and took advantage of a woman's trust in purchasing a trailer on my own and not knowing what to look out for. 

  1. He sold the trailer with countless issues that have exhausted more than 40 hours of my time in troubleshooting on top of creating very stressful and unsafe experiences while **** miles away from home and alone. 

  2. I DID go on a shakedown trip and immediately notified the dealership of numerous issues that presented. I brought the trailer straight to the ** location because ***** doesn't return calls or have integrity. While they had my trailer for a week, most of the issues I reported were not addressed prior to my departure on my 6 week trip. I was 1 day into my 6 week trip when I discovered the issues i reported still existed and new issues were arising daily. 

  3. A mobile technician was sent out twice by the ** dealership ON MY SECOND TRIP to address the issues the IE dealership overlooked. There are still 3 unresolved major issues I am stuck with on my trip. 

  4. ***** has done nothing to remedy the situation. He never returned my calls, so I turned to the ** dealership that has tried to resolve. ***** has only made things worse by lying to cover up his poor integrity. He lied to his other manager at the ** location and made up a story that the reason he sold me a filthy trailer without inspecting was because I rushed the sale, when in fact his sales rep begged me to close the deal on 8/31/23 to help her commission for the month. I complied to help them out and they delivered the trailer without cleaning or inspection. 

  A complete list of the issues I have encountered:

  1. RESOLVED BY ** DEALERSHIP: Furnace missing blank plate (Hazardous)

  2. REPLACED BY ** DEALERSHIP: Defective Modem

  3. RESOLVED BY ** DEALERSHIP: Leaky shower pan.

  4. RESOLVED BY ** DEALERSHIP: Fridge power. 

  5. UNRESOLVED: Solar Panel 15 minutes of ******************* Up

  6. FIXED BY ME: Curtains disassembled. 

  7. RESOLVED BY ** DEALERSHIP: Filthy unclean trailer.

  8. UNRESOLVED: Furnace melted fresh water hose that floods the furnace and creates unsafe situation when fresh water is refilled. 

  9. UNRESOLVED: Fresh water tank leaks from the bottom on fill up. 

  10. RESOLVED BY ** DEALERSHIP: Water heater only making **** warm water. 

  The result of ******* taking advantage of customers was me going without heat, fresh water, hot water & refrigeration while I live on the road for 6 weeks. He has yet to apologize, offer to help or own his mistakes. He just deflects and lies. 

   

  I feel this dealership is not only taking advantage of customers but also creating hazardous situations by not inspecting trailers prior to sale. 

   

  Business response

  11/03/2023

  We are sorry that you have had some issues with your used trailer, and we do apologize.  In hindsight, we should never have allowed another store to deliver our trailer.  With that being said that was our mistake and again, we apologize.  

  Airstream Inland Empire has authorized three separate Service Calls and has paid for all of them.  We sent a Technician out to you to perform the repairs offsite.  We did this because it was the right thing to do.  

  Please let us know if you are having any additional issues.

  Thanks,

  AIE

   

  Customer response

  11/03/2023

   I am rejecting this response because:
  
  Again, ***** is lying. He doesnt know whats going on because he has avoided the issue and left the other location to fix his mistakes. 
  

  There were 2 service calls not 3. I still have 3 outstanding issues that he is avoiding taking responsibility for.
  

  Used trailers are to be sold with all components in working order, thats what I agreed to in writing and that was not honored.
  

  ****** mistake was not just letting other (more honest & caring) dealership deliver the trailer, it was that he didnt inspect or clean the trailer before delivery. This was his responsibility. 
  

  ***** has only blamed me and the other dealership for all the issues but refused to take any responsibility for his lack of integrity. Typical of a slimy sales person. 

  I would have been better off buying direct from the previous owner because all he did was hand over a filthy I inspected trailer that was sold to him with a dozen problems. 
  

  ***** will be reported to Airstream Corporate and I will ensure he doesnt keep taking advantage of people and tarnishing the Airstream brand. If needed I will file small claims court when I return. 

  Business response

  11/10/2023

  Please see the attached email that I sent to **************** on 11-3-2023.  

  In the email I apologized for her delivery experience.  As stated, I approved every Repair Order (R.O.) that was provided to me by the Airstream Inland Empire service department along with every Repair Order (R.O.) from the Airstream Orange County dealership where she took delivery.  I also approved at least two Repair Orders from a ***** Tech that went out and repaired the trailer.  I was not personally involved with this as the dealership that delivered the trailer has taken over actually all the way back to when we shipped the trailer to them .

  I stated in the email that if **************** had any additional issues with the trailer that she is very welcome to bring it out to my store (Inland Empire) and I would have a Tech check it out.  I have not heard back as of yet.  Maybe when she returns from a trip.

  Please let me know if you need any additional information and or have any additional questions.

  Thanks,

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

  AIRSTREAM INLAND EMPIRE

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

*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. ↩