ComplaintsforGulfstream Coach

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 2023 GulfStream Kingsport ** from Funtown ** in ****** *****. It was delivered brand new off the lot December 29, 2023. While setting the ** up for the very first time I noticed that the top inside corners of both slide outs has been badly damaged and very poorly repaired. This is a brand new **. There should be no repairs. There are several other issues with the ** that I have discovered since then the clearly indicate extreme structural damage. The damage was very poorly repaired and then this ** was passed off and sold to me as brand new.There are poor repair jobs from top to bottom front to back everywhere in this **.There are many many other issues with this **. I have been tagging and keeping track of each one as I find them. I find more every single day. There are many. Im currently working on a video detailing the damage.I am attaching pictures of the most severe damage found so far. All of the yellow sticky posted notes in the background indicate damage.I notified the dealership and they referred to the manufacturer. The manufacturer claims that since I live in the ** the warranty is voided. I had not spent one night in it when I first noticed the slide out issues yet they still claim that because I live in it I have voided my warranty.This ** came with a one-year, bumper-to-bumper, two year structural and a 14 year warranty for the roof. The number one reason I purchased this **.I have no recourse at this point since the dealership directs me to the manufacturer and the manufacturer says I have voided my warranty. Any assistance you can provide me in resolving this issue would be greatly appreciated.Thank you.

  Business response

  03/12/2024

  
  Gulf Stream would like to thank the Better Business Bureau and the customer for the opportunity to review.
  
  Gulf Stream is very proud of our over 40 years of manufacturing experience and has been a consistent award-winning leader in the in the ** industry for all these years. Gulf Stream has also enjoyed an A+ Better Business Bureau rating for many years.
  
  In review, Gulf Stream records show this unit was manufactured in March of 2023 and was shipped to the dealer on or about 6/29/23. Purchased by the customer on or about 12/29/23.
  
  Gulf Steam has been in contact with the customer and the selling dealer. The customer has forwarded pictures to us. We have asked the customer to make an appointment with the selling dealer. If the dealer feels there are warrantable issues they should file a claim for review. At present, are uncertain if an appointment has been made with the selling dealer.
  
  As the customer may know the ******************* Warranty has no provisions for replacement, so we will be unable to accommodate that request.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  03/13/2024

   I am rejecting this response because:
  
  I would like to thank the BBB for the prompt response. I would also like to go on record saying that I reject GulfStreams response.
  I dont see how GulfStream can let such an inferior product be sold to the public with such great warranties and then back out of the warrantees.
  I am a veteran living on disability. I had to scratch up the money to put the minimum down payment for this RV. I had to finance this for years 15 years. Its a financial impossibility for me to pay the note on this RV and pay for an apartment. 
  I have attached the string of emails I generated clearly showing the damage and shoddy craftsmanship.  
  I had to divide the emails showing damage into five separate emails due to size.  There is damage from BUMPER to BUMPER and TOP to BOTTOM.  
  Its clear that the overwhelming amount of damage is going to take a significant amount of time to repair. Its also obvious that the repairs will have to be performed at the repair shop.
  I am living on a very meager income. I cannot afford to move out of this RV and haul it to the shop for an undetermined amount of time. We are currently waiting on an estimate for how long and how much money it would take to repair this RV. Its obvious that its going to cost a lot of money and take a long, long time. That entire time I am forced to pay $400 monthly for an RV I cant use. And when this RV is repaired, Id had to move again, Id have to pay to have it hauled back to a lot and Id also then have to pay to break whatever lease I had. This is an absolute impossible for me.
  I made it abundantly clear to the salesman that the warrantees were the primary reason I wanted this RV. 
  
  Regards 
  

  
  

  
  

  Business response

  03/15/2024

  
  It is difficult at best to see most of the issues the customer has brought up in this complaint with the photos they have supplied. In what we can see, there is no indication of the allegations of the unit being wrecked and very poorly repaired or of any extreme structural damage in fact it appears from what we can see in the photos supplied most of these issues are cosmetic in nature along with some customer preference items.
  
  While Gulf Stream sympathizes with the customers apparent difficult financial situation, we dont feel it is relevant to this complaint.
  
  The customer purchased this ********************** vehicle, which by the comments in this complaint and emails, was intended for and is being used as a permanent residence. The ******************* Warranty  which the customer received at the time of purchase clearly states under Section 3. EXCULDED FROM THE GENERAL LIMITED WARRANTY AND STRUCTURAL WARRANTY it states under Sub ************** permanent or semi-permanent resident is excluded as is any use other than occasional camping and recreation travel.By all indications the unit was not being used for occasional camping and recreational travel and would not have coverage under the terms and conditions of the limited warranty.
  
  The customer has made several allegations and has accused Gulf Stream of deceptive practices and is using their recreational vehicle in a way it was not intended to be used.
  
  Gulf Stream has asked the customer repeatedly to make an appointment with their selling dealer, if the dealer feels there are issues Gulf Stream should consider assisting with they should file a claim and Gulf Stream will be happy to review for goodwill consideration.
  
  If they customer is unwilling to make an appointment with the dealer, that is certainly their choice. Gulf Stream *** review an estimate for some goodwill consideration from a mobile service if the customer wants to find one. We do not pay for any trip charges or service fees that *** be associated with such a mobile service.
  
  Please find a copy of the Recreational Vehicle Registration Form attached along with a copy of the ******************* Warranty that the customer would have received at time of purchase.
  
  Thank You

  Customer response

  03/15/2024

   I am rejecting this response because:
  This response is both predictable and unacceptable. The simple fact that I was sold a BRAND NEW ** that has massive cosmetic problems is wrong to begin with.

  The right side slide out floor does not meet the wall. Theres an about a 1 in gap there. The wall of the same slide out is bowed out. You can see daylight between one of the windows frames  and the body of the slide out. The windows to the same slide out are not horizontally even.
  Even just tearing apart the slide out and fixing those is not cosmetic. You can see some bent metal, scratched metal, glue sloppily put all over the place, and just overall EXTREMELY POOR CRAFTSMANSHIP.  Thats just to name a little bit. Theres repair work on the inside of all four corners of the slide outs that has been taped and pathetically repaired. The tape is actually coming off in some places.

  If GulfStream is standing behind the fact that this unit came from the factory in this pathetic condition is a bad look for GulfStream. Letting this unit be sold to the public and then attempting to use a very poor excuse to cancel warranties is not a very honorable thing to do, and it clearly shows that you do not stand behind your product and there is no pride at GulfStream. Contrary to standard good business practices.

  I signed for a brand new 2023 ********* GulfStream. I did not purchase a ********* GulfStream that has damage and must be returned to the dealership for a massive amount of damage for an undetermined length of time. The fact that I found the most serious damage to the slide outs prior to moving in should keep the warranties intact. I had not spent one 1  night there. The fact that I did not receive a brand new 2023 *********, but instead I received a damaged and poorly repaired unit with Extensive cosmetic damage from front to back top to bottom. Theres also significant damage to the slide outs.
  I signed the warranty  for a brand new 2023 ********* is certainly obvious that this is not brand new. It has been damaged, and it has been repaired and passed off to me as brand new. The slide out damage is so obvious that the dealership HAD to know about the damage. They sold me this unit knowing It was damaged, knowing my financial situation, knowing bringing it back would be a serious hardship, knowing I cant afford to pay the note on the ** and pay for a place to live and knowing that intended to live in this unit and finally knowing living in it would void the warranties.  I would be stuck with a damaged **.

  I strongly urge GulfStream, to reconsider their position, simply as a matter of good business practice.

  Thank you

  Business response

  03/22/2024

  The customer is using a ********************** vehicle intended to be used for occasional camping and recreational travel as a permanent residence.

  Gulf Stream has offered to review estimates for possible goodwill assistance.

  The customer has rejected those offers.

  We will note the customer's file accordingly. 

  
  Thank You

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I bought a new 2022 ameri-lite 241RB travel trailer in March of 2023. Since we began use of the unit in May of 2023 we have had a list of over 20 items needing repair. These items range from cosmetic issues, multiple leaks, appliance failures, poor workmanship, and faulty components to name a few. The unit as of the time of this message has spent a total of 42 days at the dealer. We were able to utilize the unit in "usable" condition while awaiting parts for repairs most of the summer which I find unacceptable in a new camper. Due to the nature of the water intrusions and the poor quality of the unit my wife and I feel we were sold a lemon and would like a full refund including our down payment and all monthly payments. We do not have faith the unit will remain usable past the manufacturer warranty. I have contacted a law firm but would like to offer the company a chance to make things right before proceeding with the attorneys.

  Business response

  10/11/2023

  
  Gulf Stream would like to thank the Better Business Bureau and the customer for the opportunity to review.
  
  Gulf Stream is very proud of our over 40 years of manufacturing experience and has been a consistent award-winning leader in the in the ** industry for all these years. Gulf Stream has also enjoyed an A+ Better Business Bureau rating for many years.
  
  In review Gulf Stream records show this unit was manufactured in February of 2022 and picked up by dealer arranged transport that same month. Purchased by the customer in March of 2023.
  
  Gulf Stream does acknowledge that there have been warrantable issues with the customers unit. The dealer has filed claims, Gulf Stream has authorized, parts have been ordered and shipped, dealer has submitted claims for payment. Gulf Stream has also recently authorized a seal tech test which we understand no leaks were found. There are currently no open parts orders under this unit serial number, and it is Gulf Streams understanding from our contact at the dealer parts department they are not waiting on any.  If there is an issue with the work the dealer has done so far, we suggest the customer contact the dealer to resolve.
  
  As the customer may know the ******************* Warranty has no provisions for refunds, reimbursement for down payments, upgrades, or payments made, so we will be unable to accommodate that request. In the interest of customer good will, Gulf Stream would consider issuing an extended service agreement to the customer for 12 months to cover the time the unit has been out of service and to let them know going forward Gulf Stream will continue stand behind the product.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  10/16/2023

   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.

   

  I  just want to clarify that the unit will now be under warranty until April 24th, 2024?

  
  

  Thank you.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First ever complaint for a company. My aunt and uncle have been RVers forever. My uncle tragically passed away with ALS recently. She bought this Gulf Stream 5210 because it's small. She quickly found out it was too hard for her alone. She was afraid to sell it on her own being older because she didn't want to go on test drives with strangers. I took the RV from her in Texas to Vegas to help her out. On the way, the table fell off due to only having 2 thin screws. My daughter was hurt, just bruises. There was water in the bathroom from the back of the hose that went to the toilet. She's only used the toilet twice, never the shower. I called for warranty right away and left several messages. Lori called me back. She looked up VIN # and I told her the situation why it was in Vegas. She gave me ****** ******, they don't do warranty repair. She gave me ***** RV. ***** RV spoke with Lori, got auth. Lori said everything should be covered, no worries. I get a notification from ***** RV, 3 months later, saying Gulf Stream won't pay for repairs because I'm the second owner. I called Gulf Stream. Lori's not there. ******* is there. First she said repairs were done after the warranty date. I informed her process started prior to warranty expiration. She said I'm the second owner. I told her at the time of the repair, I was not. She said invoice said so. I got ***** RV to correct the invoice. Gulf Stream still refused because Lori left no notes. Then they accused ***** RV being shady with over charging for the repairs. I told them I wouldn't know because I didn't auth the repair, Gulf Stream, Lori did. They recommended ***** RV. They said denied due to no photos. I've sent photos. Pictures were dated prior to warranty expiration. Now they said they don't care because I'm the second owner, which I've told them I was not at the time of repair, again. They will do anything NOT to pay. Not very nice. Good luck. You'll need it. Don't buy.

  Customer response

  08/21/2023

  Pay for the warranty repair to the company that is billing for payment after work was done.  

  Business response

  08/28/2023

  Gulf Stream would like to thank the BBB and the customer for the opportunity to review.
  Gulf Stream is very proud of our over 40 years of manufacturing experience and has been a consistent award-winning leader in the in the ** industry for all these years. Gulf Stream has also enjoyed an A+ Better Business Bureau rating for   many years.
  Gulf Stream does from time to time, as a convenience to customers, attempt to assist with locating a dealer or service center to make both warranty and non-warranty repairs. That does not mean repairs are automatically authorized.
  Per Gulf Stream policy, any non-dealer should contact Gulf Stream with an estimate including complaint,cause and correction information and in many cases photo documentation before repairs are started. Gulf Stream does review the information and will authorize warrantable repairs once agreed on by Gulf Stream and the repair faculty. An authorization number is issued to the repair facility which insures payment.
  Gulf Steam did not receive an estimate, and we do not show an authorization number being issued for any repairs to this unit at **** ************ Stream received two invoice numbers **** from **** ** one with the name ***************** and the other with the name ** ***** both of *********************************************************************************. These invoices do not contain proper complaint, cause and correction information and the repairs listed were not authorized.
  Due to the reasons listed, Gulf Stream will be unable to accommodate the request for reimbursement.  
  Thank You
  Gulf Stream Coach. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Gulf Stream Enlighten 25BH travel trailer on May 27, 2022 from ******* ***** in *****, *******. After two camping trips, one on Fourth of July weekend and the other on Labor Day weekend, we noticed that there was water coming into the camper every time it rained. We checked all of the caulking on all of the windows and doors. We recaulked everything hoping that would resolve the issue. However every time it rained, water was still coming into the camper and we had no idea where. We took the camper back to ******* ***** and had them do a series of rain tests, several videos, and several photos. They determined where the water was coming into the camper and informed us that it was covered under the manufacturer warranty because it was a manufacturer defect. They ordered all of the parts for the work, had us schedule appointment to have the work completed, and then proceeded to tell us that Gulf Stream denied our claim for the work to be completed. We have been battling with Gulf Stream for about nine months now and they are stating that they believe the damage to our camper was caused by a hurricane, just because we live in the **************** . There were no hurricanes that hit *******, ******* in 2022 so their claim denial is incorrect. Gulf Stream is basically trying to get out of paying for manufacturer defect of the camper because they dont know the proper facts about where any hurricanes hit and **************** in 2022. I have called Gulf Stream on several occasions and so has ******* *****, and we both keep getting treated very rudely by a warranty manager by the name of ***********************. This company has horrible customer service and will do anything to get out of paying a true warranty claim. Do not buy a camper from this company because they do not provide a quality product and they do not care about their customers.

  Business response

  08/01/2023

  Gulf Stream would like to thank the BBB and the customer for the opportunity to review.
  
  Gulf Stream is very proud of our over 40 years of manufacturing experience and has been a consistent award-winning leader in the in the ** industry for all these years. Gulf Stream has also enjoyed an A+ Better Business Bureau rating for many, many years.
  
  In review, ******* ***** in Dover filed a warranty claim in December of 2022. Gulf Stream had to ask for the warranty registration as the unit had never been registered despite being purchased in May of 2022. We received the registration on January 13th, 2023.
  
  Concerning the claim, Gulf Stream has been requesting documentation of a defect in materials or workmanship on the water leaks since January 13th of 2023. We heard from ******* ***** in February 2023 and again requested the documentation.  ******* ***** contacted Gulf Stream again in late June of 2023, we once again requested this documentation.Despite repeated requests by Gulf Stream, ******* ***** of Dover has never been able to provide documentation of a warrantable defect in materials or workmanship to this unit.
  
  As ******* ***** failed to provide the requested documentation, and per the terms and conditions of the ******************* Warranty, Gulf Stream had no other option than to deny the claim based on the information and pictures provided by ******* *****.  The fact Gulf Stream had been waiting on information from ******* ***** and the actual reasons for the denial of the claim have apparently not been fully explained or relayed to the customer by ******* ***** personnel.
  
  In an effort to assist, as a goodwill gesture, Gulf Stream has agreed to authorize some labor, along with parts already sent.
  
  We suggest the customer contact ************************************* phone *********************, at ******* ***** Dover, for current status of repairs.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by Gulf Stream Coach in reference to complaint ID ********, and although they did not address my concerns regarding the rude behavior by their employee named ***********************, the resolution to resolve my warranty claim is satisfactory to me. We will see if they actually follow through with their agreement in the coming days ahead.

  
  

  Thank you.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Miserable. We purchased our camper new in August 2022. Ever since then we have had problems. 1st, the shower was leaking, then the front window was leaking, then the carpet started coming apart, the outside kitchen leaked which caused the wood to warp, all the while the outside stove has never worked. The ** short circuits, the heat sensor gets blocked and you have to take apart and clean regularly (Monthly). Just a complete piece of garbage. They have repaired the shower and sent me the carpet kit for the tech to fix. Here are my issues presently:1. 8 months now and I am waiting on my reimbursements. $1050. They sent checks that had no signature so i had to send them back. Havent seen them since and get very limited responses from ****. (Warranty Claims)2. When I repaired the outside kitchen. ************** was told to have them fix and i would be reimbursed. The cost was $750 which i paid. After waiting for reimbursement i was told from **** that the tech wrote "real wood" on the invoice and that they could only reimburse for the labor since it was an upgrade. The wood is in fact veneer, so due to a typo they told me they wouldnt refund. Again, the wood is veneer and like of what was removed.All in all this company owes me $1425 (About to be another $450 for the carpet claim) So $1975 in total that i cannot get them to reimburse. Maybe the issue falls with ****, but either way the company needs to take care of its customers and not leave them stranded for months on end without repayment.

  Business response

  07/24/2023

  Thank you to the BBB and the customer for the opportunity to review.
  
  Gulf Stream records show reimbursement checks had been previously processed and sent via US Mail and apparently were not delivered to the customer. Payment has been stopped on those checks.
  
  Gulf Stream has reissued checks for the following amounts,check # ******* for $650.00 and check # ******* for $375.00. Gulf Stream has also issued a check for a most recent reimbursement, check # ******* for $425.00.
  
  These three checks will be put in the same envelop and mailed together in the next few days. We do apologize for any inconvenience to the customer.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  07/25/2023

   I am rejecting this response because: While this solves the 3 checks, We still have the issue with the "non reimbursement" of the countertop. Gulfstream recommended storms RV. When he replaced the countertop he put "real wood" in an error and Gulfstream is denying the claim and only paying labor in the amount of $675. As you can see in the picture, The countertop is certainly not real wood and was replaced with like material. Gulfstream states that they do not cover "real wood" which i understand and have told **** over and over that this is not real wood and that it was done per the repair person they gave me. Again, This was a Gulf Stream supplied repair person, not one i just went out and got. I should be reimbursed the remaining $526. 

  Gulfstreams warranty department is the most unorganized company i have seen. Prime example. Look at my complaint and they will address half of it and totally ignore the other half. I am stuck with a $30,000 piece of junk.
  

   

  
  

  Business response

  08/01/2023

  The ********************** team has recently been informed, that **************** had purchased this trailer with the sole purpose of  living in it full time while a house is being built. We would point out that the intended purpose of a travel trailer is for occasional camping and recreational travel.
  
  As **************** may be aware in the ******************* Warranty, which he should have received at the time of purchase, under Section 3. EXCLUDED FROM THE GENERAL LIMITED WARRANTY AND STRUCTURAL WARRANTY it states under Sub Section C . Any permanent or semi-permanent resident is excluded as is any use other than occasional camping and recreation travel.
  
  In light of this information, Gulf Stream will be unable to assist **************** with any further repairs to his unit. In the coming days we will also be reevaluating the previous authorizations and reimbursement checks.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  08/01/2023

   I am rejecting this response because:

  I do not live nor have I lived in my camper. We kept the camper at the location we are building our home to camp at while we hunted, fished, etc. the longest we stayed at any given time was 7 days. This is another example of how Gulf Stream is literally trying to s**** a customer. Our house has been built for 5 months now. While we were building we lived at ********************************************. This is a literally got to be a joke from gulfstream. 
  
  

  
  

  Business response

  08/09/2023

  Based on documentation Gulf Stream has on file, we stand by our previous response.
  
  Thank You
  
  Gulf Stream Coach 

  Customer response

  08/09/2023

   I am rejecting this response because: this is ridiculous. You approve the claims and tell me to proceed, which I do and then you now deny it. What great customer service. I will be putting this on social media and contacting an attorney. Horrible company. 
  
  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this trailer 2-2-22 its a 2022 gulfstreem enlight and the first time we used the bath it started to flood our floor, we did not use it again until we brought it in and ******* ***** said they repaired it, two weeks later, floor is flooding again, stopped using the shower and bath all together u til it was repaired again but same thing happened again. We found black mold all under, behind and along the walls in the bathroom, they tried to repair the one small wall and some of the molded wood under my kids bunk beds. ******* ***** stated that the pipes were never tightened right and no rubber seal was ever put under the drain in between the drain and the pipes to prevent leaking like it should have been. I'm a single mom, the kids father got into a motorcycle accident, we lost are home and everything, by the ***** of god I got approved for this home after wasting all the accident money we got for hotels. I went to the doctor because I been coughing for over three months, I now have black spots in my lungs, further test are being done, my kids are coughing too! ******* ***** just is keeping it uiet not helping me for whatever reason. This last heavy rain, it rained over my bed, leaked a bit but i used a tarp to stop it since I dont want mold but the seal and screws on top have pushed up away from the trailer. Im at a loss for words, there is so many more problems like the wall coming away from the other wall pushing the bathroom door into the wall on the other side breaking the door and door jams. My bedroon *************** has all been falling apart, the couch, and the table i repaired myself. Im only 120, each of my kids are under 69 pounds, we are a small family so not easy for us to break things..Please help me with this issue or I will have to file a law suit, I have kids to live for and we cant continue to live in this gulfstreem with mold.

  Business response

  07/18/2023

  Gulf Stream would like to thank the Better Business Bureau and the customer for the opportunity to review.
  
  In reviewing the complaint,it sounds as if the customer is using the unit full time. We would like to point out the following.
  
  Please find attached a copy of the ******************* Warranty the customer should have received and agreed to at the time of purchase.  
  
  In part it states.
  
  LIMITED WARRANTY COVERS
  One-Year *************** Warranty. For a period of 1 year form the date of purchase by the Purchaser, covers the recreational vehicle defects in workmanship and assembly attributable to Gulf Stream manufacturing when the recreational vehicle is properly used in accordance with this Limited Warranty.
  
  Three-Year ***************************** Warranty. For a period of 3 years from the date of purchase by the Purchaser, covers structural recreational vehicle defects in workmanship and assembly attributable to Gulf Stream manufacturing when the recreational vehicle is properly used in accordance with this Limited Warranty. The structural includes and is specifically limited to: (1) Walls - Structural exterior sidewalls and wall studs; (2) Floor - Decking and floor joists; and (3) Roof - Decking, rafters, and installation of roof membrane and/or fiberglass material
  
  Under Section 3 EXCLUDED FROM THE GENERAL LIMITED WARRANTY AND STRUCTURAL LIMITED WARRANTY:
  
  Subsection C Any permanent or semi-permanent resident is excluded as is any use other than occasional camping and recreation travel.
  
  Please also find attached a copy of the Gulf Stream travel trailer owners manual the customer should have received at time of purchase.
  
  On page 12 there is information on indoor air quality
  
  On page 13 there is information on mold and condensation
  
  Beginning on page 78 and ending on page 80 there is information on the effects of long-term occupancy including on the effects of full-time use, and more information on condensation and mold.
  
  If the unit has black mold, we urge the customer to stop using the unit, make an appointment with the dealer to determine the source of the mold and proper corrective action.
  
  Gulf Stream does acknowledge that there have been warrantable issues with the customers unit. The dealer has filed claims, Gulf Stream has authorized, parts have been ordered and shipped, dealer has submitted claims for payment. If there is an issue with the work the dealer has done, we suggest the customer contact the dealer to resolve.
  
   As there are no provisions in the ******************* Warranty for a replacement unit, we will be unable to accommodate that request. If the dealer feels there are current warrantable issues with the unit, we suggest they file a claim with Gulf Stream to review. As
  
  Thank You
  
  Gulf Stream Coach. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The wall of my trailer started pushing outward from inside the wall (structural) within the 3 year structural warranty. I have pictures that show there is *********** to the exterior of the trailer or the under carriage of the trailer. Not a scratch on the trailer. Gulfstream is denying the warranty claiming there was impact to the exterior of the trailer which voids the warranty. You really dont have a warranty at all if they can just make up scenarios to deny a warranty with no evidence of their claims and will go against pictures showing that its a structural issue. When I contacted Gulf Stream by phone *********************** refused to look into the issue and ended the phone call when I told her I would be filing a lawsuit. Horrible company, horrible customer service and refuses to stand by their product.

  Business response

  07/17/2023

  Gulf Stream would like to thank the BBB and the customer for the opportunity to review.
  
  In the pictures and information previously provided by the customer there does not appear to be a structural defect.
  
  To date, Gulf Stream has not been provided an estimate with pictures concerning a structural defect with the customers unit.
  
  We would be happy to review an estimate and pictures for repairs to a structural defect if the dealer or customer will provide.
  
  Thank You
  
  Gulf Stream CoachTell us why here...

  Customer response

  07/24/2023

   I am rejecting this response because:
  
  Gulfstream and more specifically, their employee *********************** has been provided pictures of the issue. Their response is that the damage was due to impact to the exterior of the trailer. Now you are claiming that you have not received pictures or a claim. Your business is extremely shady and you have refused to stand by your product or the warranty that you say is provided with your product. I have all email correspondence with *********************** proving that you have seen the issue. Please do not reply with untruthful statements because this will all be included in my lawsuit against your company. 

  Business response

  07/25/2023

  Gulf Stream is very proud of our over 40 years of manufacturing experience and have been a consistent award-winning leader in the in the ** industry for all those years. Gulf Stream has also enjoyed an A+ Better Business Bureau rating for many years.Gulf Stream has not achieved this level of success for over 40 years by being, as Mr. ****** puts it, shady or untruthful.  
  
  In an email received from,we presume Mrs. ******* on or about 6/21/23 it was stated in part Since we last emailed, we have taken our trailer into a dealership and attempted to receive service for the issue stated above with no luck. ******* ***** claimed that the issue was not a warranty issue and that it was caused by something being run over and shooting upward to cause exterior damage.They also claimed that something must have struck the side of the trailer,which also was not true. The pictures and information Gulf Stream has on file would be consistent with this statement. We would also point out ******* ***** has been in the business selling and servicing **s for over ************************************************ the world.  
  
  In another email, on or about 6/21/23 Mrs. ****** stated in part The body shop manager suggested that the sheet metal was cut too long and is buckling under the siding of the trailer. He described it as the flex in an empty soda can. The body shop manager was not identified or the place of business and we not eceived any sort of written report or estimate.
  
  The pictures Mr. ****** has attached to this complaint do not show a structural defect and he has not provided an estimate.
  
  Again, to date, Gulf Stream has not received any pictures or an estimate concerning a structural defect with this unit. Gulf Stream has not been contacted by any ** dealer, service center or other such repair facility, concerning a structural defect with this unit. There has been no claim filed for a structural defect with this unit.
  
  As stated previously, Gulf Stream would be happy to review an estimate and pictures for repairs to a structural defect if an ** dealer, service center, other such repair facility or customer will provide them.
  
  Thank You
  
  Gulf Stream Coach

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought this camper and was told it underwent an extreme inspection and taking it camping 1st time found the faucet in the tub leaks and runs down and out of tub. Have taken to service and it sat for 2 days and was never fixed let alone inspected. This is now twice we were told it was inspected. If this leak continues we will definitely have mold and rotting issues. Every other camper has a back plate before the faucet is installed which would probably prevent this but the faucet still runs down the wall and possibly behind wall. We have contacted company and I have emails stating the issue and it's been almost a month again, still no results. This camper is brand new and supposedly under a lifetime warranty. Then we can't use it because it needs to sit in service for days. The issue should be a quick fix if an appointment is set to take care of issue on the spot. I want this fixed without having to leave it. Also when taking a shower 1st time caulk was bubbling out where shower meets tub. This is also a quick fix. We are told we can fix ourselves as they are busy. REALLY. Didn't realize warranty work was thrown back at customer. For the price, I am telling others to go with another company who honors warranty work. We feel this camper upon delivery to us was not properly inspected at all by the branch in ******** ********** even the tires were covered in mud. Yes, shame on us for not canceling order then.

  Business response

  06/19/2023

  Thank you to the BBB and the customer for the opportunity to review and do apologize for the delay in responding.
  
  As a matter of clarification, Gulf Stream does not offer a lifetime warranty on our products.
  
  The ******************* Warranty is 1 year from date of purchase against defects in Gulf Stream materials and/or workmanship in the construction of the recreational vehicle. A 3-year warranty under normal use against structural defects in Gulf Stream materials and/or workmanship in the construction of the floors, walls and roof. The customer should have received a copy of the at the time of purchase.
  
  The Limited Warranty does not have a provision for gifting product so we will be unable to accommodate that request.
  
  A new shower faucet and related parts are scheduled to be shipped today (6-19-23)
  
  Going forward, Gulf Stream stands ready willing and able to honor the terms and conditions of the Limited Warranty. Gulf Stream is prepared to authorize any warrantable repairs and expedite parts as necessary.
  
  We generally refer the customer back to their selling dealer for warranty work,however if for some reason that is not possible, they can use any RV facility of their choice. It does not have to be a Gulf Stream dealer. We do require non-Gulf Stream dealers to call us at ************** prior to repairs with an estimate for authorization before repairs begin. Authorized Gulf Stream dealers can file a claim at our warranty web site.
  
  Thank You

  Customer response

  06/20/2023

   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.

  Since I have contacted service multiple times and they are too busy and we were told no room for our camper as well as we don't want it sitting in their lot for an extended amount of time,  we will try to find some other camper place to do the repairs and will have them contact you.   I hope this is not the standard for warranty work and as far as the lifetime warranty,  I have attached a copy which appears to be a different company, and hopefully they are better and faster for warranty work.   Still very disappointed on a brand new camper and the issues that we already have had. 

  
  

  Thank you.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Gulf Stream 28bbs camper beginning of 2022. Within 6 or 7 months started having floor issues. Dealership put in a claim as I was led to believe when sold the new camper that they do have warranty. I store/park camper under full cover on level ground with slide in always. Manufacturer denies claim saying normal wear. Problem worsens and take it in again to see if I can get it fixed. They deny again saying not proper maintenance to door seals. Dealership didnt know what that means basically said ***. The service manager then revealed that this particular manufacturer is the worst to deal with. They will deny everything and can never actually talk to a real person from the manufacturer to get things resolved and they wont return emails or messages. Only denial letters for warranty claims. Basically its all a scam on the manufacturer and dealership side buying an RV. Thanks for your money now **** office what it is and hope for the best.

  Business response

  04/06/2023

  Thank you to the BBB and the customer for the opportunity to review.
  
  Thank you to the customer and the ******************** for the opportunity to respond. 
  

  In review of this complaint Gulf Stream records show the following

  This unit was manufactured in February of 2020 and delivered to the selling dealer that same month.
  
  Customer purchased on or about January *********
  
  The dealer did not report any leaks during the time in which the unit was in their possession or at the time of delivery to the customer.
  
  The dealer filed a claim in October of 2022 that stated Floor inside entry has water damage and is coming up no indication as to the cause of the water damage. This claim was denied.
  
  The dealer filed another claim in February of 2023 stating, water came in around the door and noted the cause was seal around the door and that they were looking for goodwill
  
  Gulf Stream, in the interest of customer goodwill, has authorized 3 hours of labor towards the completion of the repairs.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  04/07/2023

   I am rejecting this response because: 

  couple things, is a dealership aloud to sell an rv that is technically 2 years old as new with a new warranty? If so what is required of the dealership as far as maintenance wise to be able to sell the rv as new when it is 2 years old. When I purchased the rv they sold it to me as yes it is a 2020 but when you take it off the lot we will treat it as new and warranty starts now. So I purchase the ** and use maybe a half dozen times/about 6months of purchasing i we start getting floor issues. The argument of it was manufacturing in 2020 should not come into factor at this point. I store the ** under a full rv awning cover duty full hookups and have dehumidifier plugged in always when not in use. And on complete level ground with slide in. 
  what more as a consumer am I supposed to do. I fully expected that I would eventually run into trouble down the road with the ** be ***** thats just what they all do but within a year of purchasing an ** with a new warranty you would think someone would do the right thing. The first time was denied because of Normal wear and tear/abuse. What does that mean? Is using and rv one weekend a month and parking under full cover considered abuse now? The second time was denied because not proper maintenance around door seals from customer. I had a certified rv inspector come and go over the camper and no problems around the door. What more am I supposed to do as a consumer to be taken care of in the first year of purchasing a new **? Please enlighten me. 

  
  

  Business response

  04/18/2023

  The customer should have received a copy the ******************* Warranty at the time of purchase. For the customers convenience  a copy has been attached to this response.
  
  Again, as a goodwill gesture to the customer, a claim submitted by the dealer for repairs of water coming in around the door has been authorized.
  
  Gulf Stream has honored the terms and conditions of the Limited Warranty and going forward will continue to do so.
  
  Thank You
  
  Gulf Stream Coach. 

  Customer response

  04/18/2023

   I am rejecting this response because:
  You clearly didnt read my issues and you clearly have all the intentions of saying your product comes with some kind of warranty but you give yourself an out of ever covering something that should be covered under warranty. 
  Again the issue has nothing to do with a door seal. Its apparent you have some kind of wall with BS excuses of why your product shouldnt be covered under warranty and you throw a dart at it and just go with that. I hired a third party RV inspector and he found no problems around the door. One employee commented that it was bad glue under the flooring and manufacturers are supposed to cover that under warranty as nothing I did could have done that  or prevented that. 
  I will talk to the shop again and see what 3hrs of labor will get me for this repair but all you keep doing is making it clear you dont stand behind your product. That someone cant have your product for less than a year before they have issues that cannot be prevented other then maybe keeping your camper in a warehouse forever and the rv never sees the light of day. 

  
  

  Business response

  04/25/2023

  With *************************************** recreational vehicles, Gulf Stream has been a consistent award-winning leader in the in the ** industry. Gulf Stream has also enjoyed an A+ BBB rating for many years.
  
  As the customer may be aware, Gulf Stream also has one of the best warranty programs available from any ** manufacturer.  As the customer is aware the ******************* Warranty on their unit is 1 year from date of purchase against defects in Gulf Stream materials and/or workmanship in the construction of the recreational vehicle. A 3-year warranty under normal use against structural defects in Gulf Stream materials and/or workmanship in the construction of the floors, walls and roof.  
  
  The dealer that filed a claim stated, water came in around the door and noted the cause was seal around the door and that they were looking for goodwill Suggest the customer discuss the diagnoses of the water damage with the dealer.
  
  Again, Gulf Stream has honored the terms and conditions of our Limited Warranty, authorized goodwill repairs based on the dealers'diagnoses.
  
  We thank the customer for their purchase and support of Gulf Stream products and wish them many years of trouble-free service.
  
  
  Thank You

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 2022 Gulfstream Ameri-Lite 248BH, manufacturer warrantied, from ********** in *******, **. Oct 2022 for Approx $30k.My 2 minor ************ drove it from *********, ** to Washington on 10/27/22. Within a week and a few days of heavy rain. The entire top portion of my master bed was filled with water and pouring over onto the bed as we slept. At which point, I called GS with no response, (early Nov). I purchased a tarp to cover it as I wasnt sure what would void my warranty as far as repair work done myself, the tarp helped a bit for that weekend. I ended up speaking with GS that following Mon. They referred me to ********* in ************, **, but told me that it may be a couple months before they get me in & assured me that I could make the repairs w/o voiding warranty as long as its stopped the leak. I did contact Sunset ** in early Nov when I reached out to GS w/ no response. I was organizing the week of 1/8/23& found black mold in my closets.After I found the mold, I ripped everything out of the *** The amount I have found is sickening, & far from ok. Its coming from every ext wall, including from the underneath, warping floors, through the inside of the walls, pulling through to the inside.I took the ** to ********* in ************, ** on 1/16, they wrote an estimate for LABOR ONLY that was over $16k.Ive had to spend over $7k so we have a roof over our heads, not planned. Im a single mother.I contacted everyone I can at both ********** and GS, almost daily w/ zero resolve or plan forward. Theyre pushing off responsibility to each-other between manufacturer & selling dealer. Now GS doesnt like Sunset ** (GS **************** provider that they sent me to) quote (another attempt to remove liability from GS) and wants me to drive 15 hours to the selling dealer in *******, ** from where its located in ************, **. on my dime. This should fall under lemon laws as it has substantial damage, causing major decrease in value.

  Business response

  02/16/2023

  Thank you to the BBB and the customer for the opportunity to review.
  
  Gulf Stream personnel have made contact with the customer via phone. While we have not come to a final resolution we are actively working with customer towards conclusion.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  02/16/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the statement is correct. They have made contact and promised a call back with a resolution proposal or details as to what progress has been made in finding a fair and realistic resolution by Friday 2/17/23.  

  
  

  Thank you.

*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. ↩