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Complaint Details
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Initial Complaint
05/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought Brand New Toyhauler on line ... Its not Brand New ... They wrote bad cheek to DMV... 7 months later no registration, No parts for pieced together Toyhauler, Charged interest and Insurance for inoperable ToyhaulerBusiness response
05/09/2023
When the customer purchased the unit they we're going to register it in **********. We sent all the paperwork to California DMV, The customers moved to ****** and did not say anything to ** about the move. Please see Attachment ******* Timeline
Customer response
05/10/2023
Complaint: 19996160
I am rejecting this response because: The *** contacted me January 2023 stating I could come in to have the toyhauler inspected but I would have to pay $9,000 to register it because Cousins RV wrote a BAD CHECK! Also the *** stated that they could NOT give me the paperwork and that they would have to send it back to the dealership. I did Not move until March 2023 to **. Five months later! I have been extremely patient with all of the lies and unethical unprofessional business practices Cousins RV is participating in. Not to mention the blame game that they are doing when all of this is out of my hands! I have been in contact for months with ****** in financing at Cousins RV. I also having been leaving messages on managers VM at Cousins RV and they did Not return my phone calls. I was so disparate to get the registration handled along with all of the other issue we were having with the Toyhauler so I reached out to Connnexus and ************ because Cousins RV was not Getting back to my husband or myself. ************ dated March 24, 2023 that they could not create a duplicate MSO. ****** called from Aqua Financing stating I have to pay the ***. As you can see I paid for all the fees for the *** in the contract with Cousins RV on 10/20/22. Aqua Financing had wrote a letter on January 2, 2023 to Cousins RV stating they needed to provide proper documentation to them by May 2, 2023 or Cousins RV had to buyback the loan. As of May 10, 2023 I still do not have registration nor are the damages to the trailer still not fixed as promised and all of the appliance warranties were expired date of purchase, even tho we were told the warranties were still valid on date of purchase. As you can see Cousins RV is in Breach of Title, Contract and Warranty with Aqua Financing and Myself! Cousins RV needs to buyback the Toyhauler in full to myself along with Compensatory, Restitution, Quantum meruit and Punitive Damages.Initial Complaint
12/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a 2022 ************ 260RD Fifth Wheel Trailer in March of 2022. Used it 1 time had Fridge issues. When I bought the unit the salesman ******************* assured me that the ******************* would be sufficient enough to run the Ferrion 20 amp fridge. So I paid extra for an inverter and **** volt batteries to be installed.. I took it out to an RV park in ************** ******** the fridge did not work. I was plugged into the 50amp power source and the fridge would not cool. I lost all of our groceries due to not cooling. I took the unit to ******** in *********** the came up with the batteries,solar and Inverter was not sufficient enough to run the fridge. I called Cousins where I bought the unit, ******************* told me to bring it to them and he would get it fixed. Cousins sent in a warranty request, The request was denied for the reason of the **** volt batteries were not enough power and my warranty was voided because cousins installed the inverter. The trailer has been at cousins since end of July. I talked with ******************* about my options. He said it would cost me $7000.00 to change the fridge out to a fridge that requires 5 amps to run. Another option was to change the batteries to Lithium and to add another solar panel. I have called ***** Owne several times to see what the cost is and how they are going to make this right. I get no response at all.If I would have known that this was going to be an issue I would not have purchased the trailer. Again I was told that it would be fine. I had Water heater issues as well but the ************ Munufacture helped me with that problem. From the get go this trailer was misrepresented and I was lied to. I paid over 60k for it and continue to make my monthly payments for something I can't use. I was unable to go on a Elk **** because of not having my trailer.Business response
12/19/2022
Good afternoon AjaDae,
I apologize on the delayed response to ****************** complaint of his ************ Reflection 260RD . In March **************** and our salesman ******************* were working to find **************** the right trailer. When they found the right unit, we had two of the same model in stock with different options. One of the options was a 12 volt refrigerator with solar panel and the other was a gas/ electric refrigerator. The unit that had the gas /electric was about $3,000 more. **************** was given the option on both trailers and decided to pick the one with the 12 volt refrigerator that was $3,000 less than the other trailer
We were contacted by **************** stating he was having problem with his batteries draining and his Refrigerator stopped working, We let him know if the battery voltage drops the refrigerator will stop working due to the fact its a 12volt Refrigerator and runs off the battery. He understood how it worked and wanted to get it checked out. ****************** took his trailer to a different dealership in ********** to have the refrigerator looked at because the batteries kept draining. **************** was not confident in what the other dealership diagnosed. We spoke with the other dealer and the confirmed that the batteries had died. The other dealer stated everything is working as per designed.
Upon ****************** request, He wanted to bring it to us to get a second opinion. **************** dropped the trailer off in July and we looked at it the same day. We found that the batteries had low voltage, We charged the batteries and tested all systems. We checked the charging system, solar panels, inverter and the batteries, All in good working order. We also checked the amperage draw on the refrigerator, the refrigerator was not pulling more amperage than its specifications (18 to 20 amps). The Refrigerator is working as per designed. We spoke with the manufacturer of the trailer (************) along with the manufacturer of the refrigerator ( Furrion ). Both manufacturers stated it is working as per designed. We contacted **************** and let him know what we had found. We also let him know about our correspondence with the manufacturers. At that point **************** asked us what other option did he have to keep the Refrigerator running when he is dry camping. We gave him detailed information on battery option, adding other solar panel along with changing the Refrigerator to gas/electric. ***** let **************** know that we would reduce the labor and we would discount the parts.
At this point due to fact the refrigerator is operating as per designed and has no component failure, we are not sure what **************** would like us to do. What I can offer is we install a 2nd solar panel and install 1 Lithium battery at no charge to ****************. Upgrading the battery and the solar panel should help with ****************** low voltage problems.
Thank you,
*****************
General Manager
Cousins RV
************
***********, ** ********, **
4100 ********************************************************; ********************
****************, **
********************************************************************
Customer response
12/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.However we have a few questions.
1. Is the inverter that Cousins installed compatible with lithium batteries?
2. Will one lithium battery be enough or do I need two?
3. Who will be our point of contact?
Please let us know
Sincerely,
*****************************
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