ComplaintsforGood Life RV

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My unit was taken to them for repairs on the furnace, air conditioners and sensors on may 3, 2024 I dropped it off they had it until may 23,2024,I was told my battery was bad and needed to add a second battery and that would fix my problem when I got it back I still had problems my air conditioning still doesnt work nor do any of my tank sensors. I had the battery they took out tested at my local Napa and it tested good, I have tried to reach out to good life about 6 times over the course of 3 weeks and havent had a call back!

  

  Business response

  06/27/2024

  I have spoke with ****************** twice about his concerns.  It appears there is some miscommunication between us and ****************** and possibly a repeat failure on one of the repairs.

  We have ****************** scheduled for July 8th to bring the unit back into the dealership and take a second look.  We will make sure everything gets resolved at this appointment, one way or another.

  Thanks

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

  General Manager

  Good Life RV - Des Moines

  Customer response

  06/28/2024

   
  Complaint: 21876704
  
  I am rejecting this response because:
  I want a refund on the all diagnostics charges and I will take my camper elsewhere to have to work completed, I should not have to pay for the work done a second time, I live in this unit and cannot afford to stay somewhere else while they have it again, I would be more understanding if they didnt have it for 3 weeks the first time and charge me over $2000.00 dollars and not fix the issues 
  Sincerely,
  
  ***************************

  

  Business response

  07/09/2024

  As far as we know at Good Life RV, all work has been completed correctly on ********************** unit.

  We have offered to have ****************** bring his unit back in to show us what is not working that we were paid to fix.  We offered this at no charge to ******************.

  We also offered to find a solution to any problems, if necessary, the same day so ****************** wouldn't have to find a place to stay.

  One of the issues ****************** is saying isn't working correctly is the tank sensors.  ****************** declined to have us fix this problem so they wouldn't be working correctly.

  We are more than willing to stand behind our work, however this is impossible if ****************** isn't willing to bring back his unit and show us what is not functioning properly.

  Thanks

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

  General Manager Good Life RV

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

  

  Business response

  07/09/2024

  As far as we know at Good Life RV, all work has been completed correctly on ********************** unit.
  
  We have offered to have ****************** bring his unit back in to show us what is not working that we were paid to fix.  We offered this at no charge to ******************.
  
  We also offered to find a solution to any problems, if necessary, the same day so ****************** wouldn't have to find a place to stay.
  
  One of the issues ****************** is saying isn't working correctly is the tank sensors.  ****************** declined to have us fix this problem so they wouldn't be working correctly.
  
  We are more than willing to stand behind our work, however this is impossible if ****************** isn't willing to bring back his unit and show us what is not functioning properly.
  
  Thanks
  
  *************************
  
  General Manager Good Life RV
  
  ************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new ************ travel trailer on April 22, 2023 from Good Life RV located in Webster City, IA. The day after purchase we found 5 water leaks and were forced to fix ourselves otherwise the entire trailer would have flooded. During our second camping trip the refrigerator stopped working. We took our trailer to ************* and they kept our unit the entire month of June. They released our trailer to us and said that the fridge simply had a loose wire. We brought the trailer home, plugged it in, and the refrigerator died again after two days. We decided to take it to General RV and they quickly made the determination that the compressor died. It took another month to get a replacement refrigerator, and that refrigerator was the wrong color and is also not running properly. It vibrates the entire rv when it decides to turn on. It does not power on every time. I am either communicating by phone or email with the manufacturer, ************, daily. There is now visible damage to the surrounding area of the refrigerator due to it being installed and pulled numerous times. The gray tank valve is leaking, the towel bar was not secured and caused a hole in the flooring, the awning arms collapse when extended, the heat only turns on if I set it to 69 degrees, the a/c turns off randomly when it clearly should not, the tank readings are not reading correctly, and the outdoor kitchen door is bowed out on the right hand side. I have asked ************ to either replace or repurchase this unit. I will not continue to deal with this nightmare on a daily basis. This situation is out of control.

  

  Business response

  08/03/2023

  The first our Sales Manager heard of any issues was on July 5th. 
  
  On July 5th she called and let him know of the issues that she was having.  She told him that she tried using the **** Roadside Assistance and they didnt help at all with her issues. ********* then called ************ and they started a case number but admitted no fault for any of the issues and gave her the run around as described to him on the phone.  Then she was instructed, or on her own decided to also reach out to ******* she said they were slightly better on the phone with her. 
  
  In our conversation she said that we were over 5 hours away and that they werent going to come back to our location for us to help out with the servicing.  Because of her bad experience with the Imagine I told her that would reach out to our factory rep and gave him the following email,immediately after talking to him about her experiences on the phone.
  
  At 10:57AM on July 5th after my call to the factory rep I sent the information that he requested to further assist her.  This is what was sent.   
  
  Her claim number was ********
  
  Her telephone number is ************
  Email is ********************
  
  *******************************
  ********************
  Aldonquin,Ill 60102
  
  
  509507 was the last of vin for her unit.
  
  
  H didnt hear anything back from ********* until yesterday afternoon 8/2/23.  She told him that they shipped a new fridge to her husbands work and that he installed it himself, but the wood around the fridge was damaged during the process.   She told me that they are very frustrated and cant continue to take care of these things by themselves. She acknowledged that we didnt build the Imagine but we sold it to her and would like us to purchase it back because it has had her described problems.  I told her that we certainly could purchase it back, but it would be much less than what she purchased it for new.  This would ensure that we could run it back through our shop and take care of any issues with it,and be able to resell the unit at a market value as a used model.  I again asked for her case number to see what ************ could do to assist further to help resolve this through us or with her directly.  Sales Manager again called the factory rep.  He was traveling and didnt call back until about closing time.  This was a different rep as the previous one had moved onto another position. He then sent him the same information I sent the previous rep,as he requested it.  I havent heard anything back as of today.  

  We would kindly offer to handle her repairs and warranty issues, but we do not have mobile service therefor the unit would have to come back to our dealership.

  
  

  Customer response

  08/03/2023

   
  Complaint: 20415688
  
  I am rejecting this response because:
  Our unit had multiple hidden defects at the time of purchase. We need a complete refund and should not be penalized for a defective product. 
  
  Sincerely,
  
  *******************************

  

  Business response

  08/08/2023

  In order for us to address any issues the unit needs to come to our ******************************* center, staffed by **IA/**DA Certified ** Technicians. The Warranty from ************ provides for relief of issues stated in the warranty, but does not provide for a full refund. We simply cannot help the customer if they are un-willing to bring the ** to our facility to repair or replace defaults in the camper (many of which will be covered under the Manufacturers Warranty).

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have my camper I purchased 9/25/2021 into Good life rv in ********* **** for warranty work to be done. I took it in 9/3/2022 and had a list of issues to be fixed under warranty. They called me and said there was 3 things they were not covering under warranty: there is debris under the rubber membrane roof that is poking into the rubber from underneath that looks like the surface was not cleaned properly during manufacturing. There was an issue with 2 of the 4 electric jacks that would trip out on safety faster than the other 2 and they claim they cant find an issue and that if is not an issue. The last thing is the front window had cracked when the unit was setup in a campground and they say they would not cover it under warranty. I was told when i purchased the unit that it had a full 1 year warranty and was never told or given any information that anything would not be covered. After being told this info they proceeded to tell me they were charging me $200+ for work not covered under warranty, without giving me any estimate up front. I should not be charged when my unit is under warranty and if I am for any reason I should be given an estimate up front to be able to decline anything that would require me being charged!

  

  Business response

  10/06/2022

  The customer has been contacted, and this issue is resolved.

  Customer response

  10/06/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,on 09/1/22 I contacted a ad on ******** to a man named **** he is a salesman on behalf of good Life **** His post was for a motorhome listed for ******* when I contacted him,i asked about the issues with the ****,that he mentioned in his ad. Then I said I just was to know if the roof leaks,said no. I asked if the engine a/c worked he said yes (the 1 in the living area did not he made that aware in his ad. Then I asked how does it run, he replied good, actually really good. I have a screenshot of that reply.He delivered it yesterday 09/07/22. I walked outside and from 20ft away you could just smell raw gas,like you were standing in it,scary with the fumes and possible fire hazard. Then he proceeds to tell me the motor a/c may need charged it is not blowing cold. Anyways I contacted him this morning with no good response. It runs terrible unlike his reply when I was purchasing the **** he just told me it ran good when he test drove it,but it does not run good at all and I'm scared to even try to drive it with the gas smell pouring from it.I paid for a good running **** and that is what should have been delivered, if it was good when he got it,it should be as described to me as actually runs real good. Again I have saved that message. Thank you

  

  Business response

  09/19/2022

  This recap is a first hand accounting of the transaction.

  
  

  Prior to posting the motorhome on ******** Marketplace, I personally test drove the camper. At this time the ** started and ran great without issue. I posted the ** on ******** with the following ad:

  
  

  If you love classic motorhomes like I do, you'll definitely want to check this one out! It is a **** Winnebago Itasca Suncruiser 31RQ with ****** miles. ********* clean and well kept unit, but not without its flaws. House AC does not work and the entry steps do not retract. has onboard generator and newer tires. Fires up and drives and has a very clean interior! Asking ***** OBO selling AS-IS at Good Life RV in *********. No trades accepted on this camper. Message me for more details! 

  
  

  Shortly after posting, I received a message from the buyer asking if we accept credit cards, I advised we did. The customer called me and we went over a few details of the ** including what we do as a dealership to the AS-IS campers, i.e. lug nuts, DOT lighting and monometer test. I advised the customer what I knew about the camper and what I didnt, specifically advised the ACs do not work and the generator probably needs a tune up but advised camper starts and drives great per the ad. The customer authorized $7,630 to be ran on his credit card for full purchase of the *********** delivery, tax, title and license. Before delivering the camper, I requested we put 2 new house batteries in the unit and test drove one more time. At this point the camper still started and drove without any issues. We left the dealership on 9/7/2022 to deliver the camper to the customer in **********. Upon arriving, there was a gas smell coming from the camper exhaust. The customer and I looked over the ** and went over some features of the unit briefly. I advised on the trip up, the dash AC was blowing but may just need a recharge. I also reiterated what we do as a dealership to the AS-IS campers.   

  Customer response

  09/19/2022

   
  Complaint: 17935900
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  Customer response

  09/19/2022

  Because I was told I was going to receive a great running motorhome. He even admits that there is a gas issue,and that can be a very deadly and dangerous issue. Simply put I was purchasing a used motorhome with issues i was aware of,but it was made clear to me it was a actually great running motorhome. (In his words exactly)  it is far from that and I'm not going to even attempt to start or drive it. 

  He and the dealer need to make it run great,as I was told. I feel that you can not tell a consumer that it runs actually great then drop off a potential dangerous and deadly vehicle...

  Customer response

  09/20/2022

  Date Sent: 9/19/2022 4:34:50 PM
  

  Because I was told I was going to receive a great running motorhome. He even admits that there is a gas issue,and that can be a very deadly and dangerous issue. Simply put I was purchasing a used motorhome with issues i was aware of,but it was made clear to me it was a actually great running motorhome. (In his words exactly)  it is far from that and I'm not going to even attempt to start or drive it. 

  He and the dealer need to make it run great,as I was told. I feel that you can not tell a consumer that it runs actually great then drop off a potential dangerous and deadly vehicle...

  

  Business response

  11/16/2022

  We stand by our original response.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed my trailer in the service department in June 2021 following an accident and receiving authorization from my insurance company for repairs. They said they put in new motors, wiring underneath, and tail lights. It was about 8 months as they were waiting on parts. I also asked for a quote on a used hot water heater and told them to let me know the quote. They installed a hot water heater without authorization as well as faucets that insurance did not pay for. They did replace the toilet due to leaking from the accident. When it was finally done and I got the trailer the slide out broke the same day I received it and service department said the motor may not be under warranty. I've reached out multiple times about someone to look at it but they have an excuse everyday on why they can't come. They've only came out one time and he said it had to go to shop but everyday when I call they say they can't come get it and that was a week ago. I have to call them they never reach out to me. My insurance paid over $5,000 and I paid a copay of $500 plus another $2,036 the insurance did not cover due to them doing things not authorized. If I had not paid the extra that was not covered I never would have gotten my trailer back. I had to use my rent and truck payment just to get it out. I am 76 years old and this company is taken advantage of senior citizens and all their customers not to mention insurance fraud.

  

  Business response

  07/28/2022

  ***** our shop ******* was in tight communication with him when the slide out failed after getting it home he tried to help troubleshoot it since we don't offer mobile service.  When ***** realized he had no other options he talked with me and he and I drove over to his house and tore his slide out apart so we could get it in.  Then I personally told him now there is any national service bulletin on ********* slides and I believed it should fall under that.  We did this as a free service call which again we do not offer because we didn't want him to be stranded or upset with us. It did take me a couple days before I could free up someone to go back and pick the unit up. The reason we didn't bring it back that night was because he had it full of breakable items such as glass dishes and silverware just sitting on the counter. This also cost me another employee another trip back to ********** to get his unit to bring back.  I have attached Alesha's work order with all her notes that she has when the customer spoke with her. She has documentation with notes of when he approved the work she also mentioned he left it here for months making payments. We are a professional dealership and perform professionally. We don't spend peoples money without approval and if we have someone with problems we help them with the best resolution and I feel we are doing this for this customer.  ************************* : Service Manager Good Life RV Webster City.

*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. ↩