ComplaintsforGreat West Trailer & Truck Inc

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  • Purchased the 2022 *** Model ********* VIN ***************** from Great West Trailer and Truck INC out of Fort Morgon Colorado for $75,266.00. I put $25,000 down. Took out a loan for the rest from ** ****. • Paid ********** *** Transport $915.00 to deliver the trailer to ***** on 10-14-21. This is the day I took possession of the trailer. • Saturday October 23rd through Sunday October 24th, I took the trailer out for the first time to use it at a rodeo in ******** Iowa. It rained overnight a lot and all-day Sunday. Water leaked profusely on the bed in the living quarters. • I spoke with Great West and *** Monday and Tuesday, I wanted to a refund, I wanted to send the trailer back and get out from under it. They refused to take it back and refund my money. • *** agreed to come pick up the trailer and take it back to the factory for repairs. They documented the repairs and fixed the original leak. They did a thorough job with the repairs, I accepted the trailer back. • November 10th *** delivered the trailer back to me in *****. I opened the door and there was water on the floor right inside the slide out. I documented the leak and located where it was coming from. It came from the top of the slide out. I took numerous videos and pictures. Called the driver and had him come get it and take it back to ***. • *** claims when they leak tested it, they found a leak by the entry door and fixed that. But that is not where it leaked when I had it at my house, so this is a 3rd leak. They refuse to acknowledge that the slide out leaked despite I have video of it leaking. this is what I told them last Friday. From: **** ****** Sent: Friday, November 12, 2021 5:04 PM To: AJ ******* ; ************************** Subject: FW: Importance: High All, Clearly after my conversation with AJ today you found a 3rd leak, look at the videos again, the leak I found this week was coming from the top of the slide out not the door

  Business response

  11/17/2021

  Mr. ********,
  
  I am, of course, very familiar with this issue.  We were made aware of the leak in Mr ******** trailer.  We also completely understand Mr ******** frustration.  Great West is also empathetic for him and the entire situation.  With all of the issues nationwide and the quality control issues that the manufacturers are dealing with, it is much tougher today.  That being said, *** Manufacturing responded immediately to our request to help Mr. ******.  They even agreed to have the trailer shipped back to them and fix the issue at the factory.  They immediately found the issue and repaired the cause of the leak.  They also replaced and repaired anything that had been damaged by the leak.   If you wish to view, *** Manufacturing would have the records pertaining to that.   Mr. ****** was demanding refund on his first initial contact with us and the manufacturer.  As with all vehicle manufacturers in the nation, they are required, and also have the right to address their issues and repair the issues that arise with their product during the stated warranty period.  We, as a franchised dealership, refer all warranty issues to the manufacturer for guidance and direction.  We will follow any instructions they ask of us in the warranty process.   I personally offered to go and meet Mr. ****** and bring his trailer back to our dealership to address any and all repairs that were needed.  I believe this conversation was on a Sunday evening as well because I had just returned home with my family from being in the mountains.   Mr ****** agreed to this, but then changed his mind about an hour later.  On Monday, *** Mfg, decided that it would be better to have the trailer sent back to the factory for the necessary inspection and repairs.  They sent a driver for the trailer that picked it up and took it directly to the factory.   The service managers, AJ and Melissa, were in constant contact with Mr. ****** throughout the entire process with phone calls and emails.  *** expedited the repairs and returned the trailer to Mr. ******.  I believe this was about a week later and it should be noted that it had been raining for most of the day and the driver was driving in the rain for quite a while.   According to Mr ******** complaint the trailer had a leak on the slide rail, so he refused the trailer and sent it back to the factory again.   I told Mr ****** that I had seen that leak happen before on trailers when it rains if the slide out was not completely closed before transit, and it doesn’t get a good seal.   It also would not be apparent by just looking at it.  On this particular slide out you have to press and hold the close and open button until the motors disengage on their own.  This applies the correct amount of pressure to seal the slide room.   I also said I wasn’t sure that was the case, but it looked like it sure could have been.   Mr ****** did not agree with my assessment which I said was just speculation on my part but looked, from the pictures, very consistent with that.  I would add that I have been working and selling these trailers for over 20 yrs and have seen and repaired almost everything.   The trailer then went back to the mfg and they took it back into the service department immediately  and ran a series of tests on the trailer where they stated that they could not duplicate the slide out leak by any means including the use of a power washer but found a small leak by the entrance door where it was not sealing properly and that the water from this leak was running to the same spot on the trailer that Mr. ****** had sent pictures of.   They fixed this and contacted Mr. ****** to show him what they had found and what was corrected.  My understanding is Mr. ****** declined all explanations and also the return of his trailer by the manufacturer.   Great West Trailer and Truck has always stood behind its products and service.  We are also bound by our franchise agreement, to stay in good standing with the manufacturer, that we follow their warranty procedures which we have done in this case and all cases.  *** Mfg, has been in direct contact with Mr. ****** the entire time as they indicated they wanted to do.   Great West will continue to offer its services and help in any manner we can with Mr. ******** trailer.  We must follow the procedures of the manufacturer while it is under the warranty period. 
  Josh M***** 
  President & CEO
  Great West Trailer & Truck
  Fort Morgan, CO 80701

  Customer response

  11/17/2021

  Complaint: ********

  I am rejecting this response because: the second time *** got the trailer back for repairs, when they tested for leaks, they found a new 3rd water leak where water was getting into the living quarters. This is a completely separate leak. The leak that I found that caused me to send the trailer back is on top of the slide out. I have video of the leak showing the water was coming from the top of the slide out. This video was shared with *** and Great West. The water leak was not coming from the door, it was coming from the top of the slide out. This trailer clearly is not going to be water tight. I refuse to own a leaking trailer. It has now had 3 different leaks, one of which they are refusing to acknowledge or repair. This is unacceptable to have a trailer you are supposed to live in for weekend outings that can't keep it's contents dry. This is a basic expectation of any camper, this trailer is clearly not built correctly. I have requested a refund so I can go purchase a quality trailer that will not leak water.
  
  Regards,
  
  **** ******

  Customer response

  11/23/2021

  Clay,
  The issue has been resolved. Thanks for your assistance. Please close this case.
  Thanks,
  **** ****** | President

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