ComplaintsforGulfstream Coach

• Initial Complaint

  01/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a golf stream, ********* in March **** Purchased all the warranties that were available. The gas water heater has broken twice. Had to have someone come out had to pay them upfront sent the invoice in received payment for the first one second one nothing I finally found how to fix it myself my door is broken it was poorly put together have called Gulfstream repeatedly over and over for a month, no callbacks every time I get the reception as she gives me ridiculous excuses for why people are not calling me. Cannot get any kind of straight answers. Next step will be calling a lawyer.

  Business response

  01/06/2023

  Thank you to the BBB and the customer for the opportunity to review.
  
  We do apologize for the difficulty the customer has experienced reaching our service personnel. We had many people taking vacation time over the holidays so this may be part of the reason for the delay
  
  Gulf Stream personnel have been in contact with the customer since returning to work and have authorized repairs to the water heater.
  
  Gulf Stream has also been in contact with the vendor concerning the entry door and will follow up with them the first of the week.
  
  Thank You
  
  Gulf Stream Coach

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought the product ********* and had two questions for Gulfstream. Both questions I filled out a form on the website which I believe is emailing the company. There has been no response. Fist question is where the label inside is the trailer That is where the ** mount should be placed- This trailer does not have it. Second is why is there not landing foot for the landing gear on the front of the trailer? I bought the unit new and was told that the landing gear foot is removed during shipping and then the driver forgets to put it back on. I think it would be nice if Gulfstream would respond to their customers.

  Business response

  12/12/2022

  Gulf Stream would like to thank the BBB and the customer for the opportunity to review.
  
  Our records show the customer purchased this unit August *********.
  
  Gulf Stream  records further show an email was received from ****************** on Saturday,March 19 2022. This is the same email address in the customers complaint.
  
  Gulf Stream personnel answered this inquiry on Monday March 21st 2022 requesting the *** so we could identify the customers unit along with some photos of the area there were referring to so we could better assist. Our records show the customer never responded to that request for more information.
  
  To the customers complaint/questions.
  
  The ** Backer Location label on the 199DD is located on the door side wall in front of the entry door near the ** jack ********* We have attached a picture for the customers convenience.
  
  Gulf Stream did not supply a ******************* foot as part of the original equipment with this unit and will be unable to provide one. We suggest if a ******************* foot is not available a block of wood can be used under the jack ********** the customer feels they didnt get the equipment they should have at the time of purchase, they should contact their selling dealer for resolution.
  
  As the customer may be aware there are no provisions in the ******************* Warranty for billing adjustments so we will be unable to accommodate this request.
  
  Going forward we would like the customer to know Gulf Stream stands ready, willing, and able to continue to honor the terms and conditions of the Limited Warranty that was agreed to at the time of purchase.  We are also prepared to expedite parts as needed to complete all warrantable repairs. Gulf Stream simply asks we be contacted for prior authorization before repairs begin. 
  
  In closing Gulf Stream would like to thank the customer for their purchase.  Should they need further assistance, suggest they contact Gulf *********************** directly at ************ and ask for service.
  
  Gulf Stream Coach

  Customer response

  12/13/2022

   I am rejecting this response because:
  
  This is false! I will do another deep scan of my email to see if there is any response, I check both the junk mail and the inbox every day. 

  
  

  2 - That label is not on the trailer for the ** Mount. I know where it is shown in picture, but the mount is not there. The label was not there where I picked up the unit and the mechanic who installed my breaks told me to fasten a piece of plywood up there to mount the **. 

  
  

  3. Landing gear should be sold with the trailer. The landing foot pad should not be removed, if the unit does not come with the landing gear pad, then a statement should accompany the purchase and the customer should not be told that the truckdriver forgot to leave it. 
  
  

  Business response

  12/16/2022

  With *************************************** recreational vehicles, Gulf Stream is a consistent award-winning leader in the in the ** industry. Gulf Stream has enjoyed an A+ BBB rating for many years.
  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.  
  
  As stated previously, Gulf Stream does not supply a ******************* foot as part of the original equipment with this unit. If the customer feels they should be supplied one suggest contacting their selling dealer.
  
  If the customer needs warrantable repairs done, we urge the customer to make an appointment with their selling dealer. If the customer does not wish to make an appointment with the selling dealer to have warrantable repairs made, the ******************* Warranty does allow the customer to use any ** repairs facility of their choice to have the warrantable repairs completed. It does not have to be a Gulf Stream dealer. We do require non-Gulf Stream dealers to call us at ************** prior to repairs starting, with an estimate to review for authorization.Authorized Gulf Stream dealers can file a claim at our warranty web site.Authorized Gulf Stream dealers can be found at  *****************************************************.   Gulf Stream stands ready, willing,and able to authorize any warrantable repairs to the customers unit and expedite parts as necessary.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  12/16/2022

   I am rejecting this response because:
  

  Still Did not address the missing label for the ** Mount- And yes you should not be asking customers to stick wood under the landing gear. But If you would like for me to allow you to look inside the trailer for the label for the ** Mount, I was more than happy to let you. 

  When I originally contacted the company about the missing label, All I ask for was the measurements so that I could measure where the bracket should go. 

  Sounds like this is more about bragging about the company and how perfect they are rather than addressing real questions. 

  Business response

  01/03/2023

  If there is no backer for the ** mount, suggest the customer contact their selling dealer, a local dealer or service center for an appointment. Gulf Stream would be happy to review an estimate to install and authorize the installation if needed. 

  Customer response

  01/05/2023

   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.

  
  

  Thank you.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 12, 2022 I purchased a brand new 2022 6320D Gulf Stream **. First day of brining home we noticed water leaks and one of the pop/slide outs was not working properly. We tried to take back to where we purchased (LDLP) but was told that they were 6+ months out for repairs. We then took to a diffrent ** repair where they found several more items that were broken or a danger to use. ( have included repair ***** This is where it sat for 5 months due to GS not having the correct parts, making the ** repair company run all over trying to find parts that GS would not cover. Paid $3895.43 for repairs and still waiting on a refund from GS. Picked up the ** on Nov 3rd, used once and found SEVERAL more items that need to be repaired. I Fast forward I am no being told 3- 5 months just to get into the shop to look at. I have spoke to the following people at GS to just get the run around. ***********************, Parts manger: ************************* Admin and *************************** **************** did nothing but state " we are great and repair all items within 1 year standard warrenty" What a joke!! How can you even throw 1 year warranty out of there when i have owned for almost a year and cant use the thing! 11 months of owning and have been able to use twice. I want a full refund or to be compensated for the time i have not been able to use. again BRAND NEW $120,000 ** and cant use due to it being a piece of JUNK! I want my $3895 that they just keep saying 6-8 weeks - I would think as a company they would want to send overnight as quickly as possible. I now have registration due for a ** i have not been able to use.

  Business response

  12/15/2022

  Gulf Stream appreciates the opportunity to review.
  
  Gulf Stream records show repairs were authorized at ******** on July 29th, 2022, with the understanding ******** would submit an invoice to Gulf Stream for the authorized repairs and instruction to submit sublet supplier claims directly to those suppliers as they have their own warranty.
  
  There were 2 parts invoices ordered from Gulf Stream, a theater seat which was ordered on August 23rd, 2022, and shipped directly from the vendor, per tracking it arrived at ******** on October 4th, 2022. The second order on August 31st, 2022, for a small strip of paneling and a slide out roller was, per tracking received at ******** on September 29th, 2022. ******** apparently ordered parts from our sublet suppliers as well. Gulf Stream does not have tracking information on those items.
  
  On November 3rd, 2022, ******** submitted the invoice to Gulf Stream and informed us the customer had paid. We are uncertain as to why the customer paid the invoice.
  
  Gulf Stream began to process the check request and informed ********************** that issuing a check and getting it to him could take 4 to 6 weeks until he received it.
  
  Gulf Stream issued a check for the authorized repairs and mailed to ********************** on December 5th, 2022
  
  ********************** acknowledged receiving the check on December 9th, 2022, and questioned the amount
  
  After further review, ******** did not submit the sublet suppliers claims to them directly as instructed.  
  
  Gulf Stream has issued a check for the remainder and will be sending via US Mail by the end of this week.
  
  There are no provisions in the ******************* Warranty for refunds, exchanges, reimbursement for registration fees or compensation of payments made, so we will be unable to accommodate this request.
  
  We do thank the customer for their purchase and their patience as we navigated through this process.
  
  Gulf Stream Coach.

  Customer response

  12/15/2022

  I am rejecting this response because: GS product is poorly manufactured and as i type this it sits in the shop once again. By the response here and several of the other complaints you just put off the consumer stating you fixed the items and that is all you need to do. You fail to acknowledge how poorly your product is made and the amount of money and time the consumer is out. 1 year i have owned YOUR product and yet to use because it is not safe. 

  Your employees knew that ******** would not wait weeks for you to send a check and i had to pay. GS knew what the repairs were and still waited to send check. Then once sent no urgency at all!  For me this is closed as i have hired a attorney and will let the courts decide. I just want the consumer to know that GS product is a complete piece of junk and RUN as fast as you can. YOu will never get to use as it will just sit in the shop waiting for repairs.            
  

  
  

  Business response

  12/16/2022

  Gulf Stream has honored the terms and conditions of the our Limited Warranty that the customer agreed to at the time of purchase. Going forward we would like the customer to know Gulf Stream will continue to stand ready, willing and able to honor the those terms and conditions and we are also prepared to expedite parts as needed to complete any and all warrantable repairs. Gulf Stream simply asks we be contacted for prior authorization before repairs begin. 
  
  Thank You
  Gulf Stream Coach

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Gulf Stream Vintage Cruiser through Outlet Recreation of *************, **. We ordered the camper in Oct 2020 and took delivery from the dealer on April 23, 2021. We've used the trailer for 20 nights. Upon return from our 2nd (last trip), we noted a crack in the fiberglass on the top of the camper & excess tire wear from the wheels rubbing againt the wheel *****. We returned the camper to the dealer the last week of Oct 2021. They told us they would contact Gulfstream for repair authorizations. NOTHING transpired over the winter & the crack grew. Gulfstream finally authorized a return when the dealer realized the structure of the trailer was compromised and missing bracing that led to the crack. The trailer was picked up for return the week of 7/4/22. It came back to the dealer on 8/8 w/the bracing presumably in place & the fiberglass roof replaced. However, on inspection, the antenna was now broken off & the wheel well issues hadn't been addressed. The dealer informed us that the wheel well assembly installation was flawed & needed repair. The dealer contacted Gulfstream again & was told the parts would be shipped. They haven't received the parts & cannot get an ETA from Gulfstream. We've been told to go ahead & use the trailer - we aren't interested in doing that for fear of other issues, including increasing wear on tires & the general unresponsiveness to current issues. We've lost an entire summer of camping & are likely to lose our fall camping, unless we go "as-is". 20 days of use since purchase of a $22,000+ trailer is unacceptable. Their warranty states a 1 year general limited warranty - that's already expired while we've been waiting for repairs. The warranty further states Gulf Stream is "ready, willing & able to make every effort for reasonable & timely warranty repairs". We notified the dealer as soon as the defects were noted, per their warranty. What exactly is it they consider timely & where is their responsibility??

  Business response

  09/12/2022

  Gulf Stream would like to thank the BBB and the customer for the opportunity to respond.
  
  In review of Gulf Stream records we have found the following.
  
  A claim was filed by the dealer concerning the cracked fiberglass (sublet)  and the wheel well and were authorized on 4-2-22
  
  The dealer filed an additional claim for the fiberglass repair on 5-6-22 which was denied as a duplicate repair since it had been previously authorized.
  
  The dealer sent an email to the Gulf Stream parts department on 5-25-22 stating the sublet company that they had scheduled the repair with would be unable to do the repair.
  
  Gulf Stream agreed to schedule the customers unit to be transported back to the factory for fiberglass replacement on 6-9-22, at the time the dealer was informed that once the unit got back to the factory it would take 2 to 3 weeks before it would be finished. .
  
  Due to scheduling and transportation arrangements the unit was not returned to Gulf Stream until 7-14-22.
  
  Repairs were completed and unit was returned to the dealer either on 8-3 or 8-4-2022
  
  The dealer filed a claim on 8-8-22 for the ** antenna (which we assume was damaged in transit back to the dealer) and the wheel well which had been previously authorized on 4-2-22.
  
  A dealer requested parts and a parts order was entered on 8-17-22, they are scheduled to ship in approximately a week to 10 days from today. 
  
  Gulf Stream acknowledges the customer has had some warrantable issues with their unit, and has authorized repairs with the selling dealer. When those repairs could not be accomplished locally, Gulf Stream agreed to transport the unit back to the factory and returned after replacement of the fiberglass was done at no cost to the customer.
  
  As the customer is undoubtedly aware, Gulf Stream has one of the best warranty programs available from any ** manufacturer. The ******************* Warranty, which they received and agreed to at the time of purchase, 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 is requesting a refund, and the use of a new camper until repairs completed.  We trust the customer understands, there are no provisions in the ******************* Warranty to accommodate those requests so we will be unable to do so.
  
  Gulf Stream is very proud of our nearly *************************************** recreational vehicles, since the very beginning we have been recognized as a consistent award winning leader in the ** Industry. Gulf Stream has also maintained an A+ rating with the BBB for a number of  years. Our record over these many years as a leader in the ** business certainly speaks for itself.
  
  In closing, as the customer may be aware, the ** industry as a whole has experienced a heavy volume of business since the World Wide Pandemic and things have not moved as quickly as any of us would like or expect.  Gulf Stream has appreciated the customers patience and understanding as we have navigated through this.
  
  Thank You
  
  Gulf Stream Coach.

  Customer response

  09/14/2022

   I am rejecting this response because: Simply stated - we purchased a brand new trailer from GulfStream and received a trailer that never should have passed any form of QAas inspection or been allowed to leave the factory.  Our warranty issues are not the result of normal use - they are the result of faulty manufacturing and involved not 1, but actually 4 separate incidents of improperly built or installed equipment.  Namely, missing support bracing in the infracstruce that caused the fiberglass shell to crack, wheel well trim that w ipmroperly installed causing wear from contact with tires.  The antenna that was broken when the trailer was in-transit back to the dealer was not the fault of Gulfstream - however, it was discovered as a result of the break, that it was, in fact, not the correct antenna for the trailer.  A fourth issue was corrected by the dealer after our first (of only 2) trips taken revealed that the waste tank flush plumbing in the trailer was not tightened, causing interior leaking when we performed the first flush (not previously mentioned as it was repaired).  

  Gulfstream maintains that they have one of the best warranties in the business.  That *** be true from the manufacturer's perspective, but as customer, this warranty seems to protect ********************** from failing to provide meaningful and timely assistance to the customer.   Our issues were noted approximately 10 months ago and have still not been fully resolved.  They point to a heavy volume of business during the Pandemic as a cause for the lapse in time - the same volume that undoubtedly created handsome sales and profits.  While they cling to the letter of the warranty, when it benefits them, and maintain that they are unable to honor our reqeust for a refund and a trailer to use while we wait for a fully working unit & resolution because the warranty contains no provisions for such, they are willing to completely overlook their warranty responsibility to make reasonable and timely repairs or to provide parts to the dealer to do so. We again are faced without using the trailer for the entire year, or, taking it on the road 'as is' after the general limited warranty has already expired because the parts ordered on August 17th are not due to ship for another week to 10 days.  

  We expect to be compensated for receiving a trailer that was improperly manufactured and not repaired in a timely manner.  If this type of QA oversight happened to us, how many others were manufactured with the same lax or absent standards.  Gulfstream should be equally concerned about the quality of their product and customer service as they are with their warranty.  We expect them to do what's right.  The minimum compensation we will accept for the shoddy workmanship and service is an extension of the *************** Warranty for an additional year from the date we take delivery of a fully repaired trailer and a monetary award in the amount of the value of year one standard depreciation on the value of the trailer.  That seems a very reasonable request to make of a reputable company.

   

   

  
  

  Business response

  09/26/2022

  In the interest of customer goodwill, Gulf Stream would consider extending the service agreement on the trailer for actual time out of service. We will be unable to offer any monetary award or other such compensation.

  Customer response

  09/28/2022

   I am rejecting this response because:
  
  The last Gulf Stream response stated that parts to finish the warranty work would be shipped within a week to 10 days from 9/13.  They have not arrived at the dealer. Where are they?  When are they arriving? Whos shipping them and whats the tracking number?

  Gulfstream calling their agreement to extend our warranty a customer goodwill gesture is a grand and laughable misstatement.  They are making  a very small attempt to placate a customer who bought a faulty and incorrectly manufactured product that never should have left their facility.  Their warranty work is no better than their initial manufacturing work - possibly worse.  The roof vents, air conditioner and antenna  housing (still waiting for that antenna) look  as if a small child was told to scamper to the roof with a container of silicone putty and stick stuff on.  The rear taillight assembly that needed to be reconnected after they had to rebuild part of the trailer was done so incorrectly.  The right taillight did not have a working brake or turn indicator.  After trying to fix it for an hour, my husband called the dealer who could offer little help as he said Gulfstream does not supply electric schematics.  He did however suggest that my husband not pay attention to the usual like-color wire connecting convention as Gulfstream doesnt always stick to that norm.  Maybe the tech making the warranty repair also assumed Gulfstream would follow the typical electric connection norms.  The interior trim that had to be put back up was done so very poorly and has spots with gaps between the trim and the wall surface.  It looks terrible.

  We want the trailer fixed.  Well discuss a date and term for a warranty extension when we actually have a working, fully functioning trailer.  Please give us a firm date to expect that.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new camper from them and it has been a nightmare from the beginning! The thing is literally falling apart and has damaged $600.00 worth of personal items f rom a faulty roof! This unit should never have been let by QC. There are so many imperfections on the inside trim falling off trim missing etc I have a new message occasions message the owner and receive no feedback. Every time I email them its the same spiel over and over again warranty this warranty that I completely understand theres a warranty but this unit should never have left the Quate control center this unit has cost me a lot of money out of pocket to replace all the stuff inside that has been damaged by their faulty roof and now the unit will sit at the dealership for a year waiting on parts. I asked and seek that Gulfstream buy my unit back.I would also like to note I have been disrespected several times on the phone promise callbacks I have received nothing I want to speak to you there is like a robot and if you read reviews on *************** they are not good but the golf stream does not see a problem with any other products outstanding by it nor do they care to help out the customers they have lack of communication lack of customer service. They blame me and ***** as my fault for all my property being damaged for their walls and their roof that were faulty.

  Business response

  08/05/2022

  Gulf Stream apologizes for the delay in responding and appreciates everyones patience.
  
  First off, we would like to thank ****************** for his continued support of Gulf Stream products. Gulf Stream records show he purchased his first Gulf Stream travel trailer, a 199DD, in July of 2021 and apparently trading it in for the 248Bh he currently owns in December of 2021.
  
  Gulf Stream is very proud of our nearly *************************************** recreational vehicles, and during this time, we have been recognized as a consistent award winning leader in the ** Industry.Gulf Stream has also enjoyed a steady A+ rating with the BBB for many years.
  
  As the customer is undoubtedly aware, Gulf Stream also has one of the best warranty programs available from any ** manufacturer. The ******************* Warranty, which they received and agreed to at the time of purchase, 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. 
  
  We acknowledge the customer has had some warrantable issues with his current unit. The selling dealer has filed claims and Gulf Stream has authorized. The dealer does not have any parts on order from Gulf Stream under the customers unit number at this time.
  
  Gulf Stream records show numerous documented communication exchanges (phone calls, emails, etc.) between this customer and various Gulf Stream personnel, including our Parts/Service Manager and our Director of Service, dating back to the time when he owned his first Gulf Stream to recently.
  
  The customer is requesting that Gulf Stream do something outside of the parameters of our warranty. We trust the customer understands, there are no provisions in the ******************* Warranty for refunds or buy backs so we will be unable to accommodate this request.
  
  Going forward, Gulf Stream stands ready, willing, and able to honor the terms and conditions of our Limited Warranty, authorize any warrantable repairs and expedite parts as necessary.
  
  Again we appreciate ****************** choosing Gulf Stream products and thank him for his purchases.

  
  Gulf Stream Coach

  Customer response

  08/19/2022

  So for starters thanks BBB,

  I do not agree with GS at all! I do not support or care for the way Ive been treated! With the way both my 2021 and 2022 trailer has been Im never buying another GS product ever again? I have made numerous attempts to write in to the *** and its gone in noticed! How can two trailers different models have almost the exact same issues? How can do many people be complaining sheathed on ****** or ******** about Gs and their trailers! Im beyond angry! Now I have to try and find a way to pay for all the stuff that was damaged for the poorly built unit! How can a brand new camper have so many issues? Thats my main question and how on earth can GS justify that? Id understand it if its just a lemon? Which happened from time from time, but for me to have issues with two campers both in the past two years! And seeing all these others peoples issues on ******** and ****** makes me wonder, back to my question on how one can justify that! Ill be 100% honest if my trailer started on fire Id let it burn, because after all these headaches and time wasted on the phone camping trips canceled Im done with this company! Its sad at what this company has become! There is no customer satisfaction guaranteed or making the customers happy? Its all about money money money! Years ago GS was awesome now its cheap and all about money!

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my vintage 19ERD camper in spring of 2021 and enjoyed a whole summer camping. We spent about 30 nights throughout the summer and we loved our camper. In the fall of 2021, things started to go wrong in the camper.The shower pan came loose from the wall, the hot water heater melted the surrounding components, the emergency escape window hinge failed. We took the camper to our dealer for warranty work in November of 2021. We still do not have our camper. The dealer claims to have made multiple attempts to Gulf Stream asking for the status of the parts. My husband and I have also left voice messages as no body picks up from the parts department at Gulf Stream. It is unacceptable that my camper is hostage for 6 months with no status updates on parts from Gulfstream. Please provide me with an update on where these parts are. I would really like to be able to use my camper this summer.

  Business response

  04/28/2022

  Thank you to the BBB and the customer for the opportunity to review
  
  Gulf Stream records show an email was received from the customer though Gulf Streams website on ******* at 8:58 am. A reply was sent at 11:40 am the same day with at status on the order. Email exchange attached. 
  
  The dealer entered a parts order for the water heater and window on 4-25-22. The window is being drop shipped directly from the vendor. Gulf Stream and our vendors are currently experiencing a seasonally high backlog of orders and do appreciate the customers patience as we process this order. 
  
  As of 9:00 am 4-28-22 Gulf Stream has no other documented contact, voice mails, emails, etc. from this customer. 
  
  We again suggest they contact their dealer for further updates. 
  
  

  Customer response

  04/29/2022

   I am rejecting this response because:
  
  There are two voice messages left with Gulfstream. In addition to the hot water heater and window, please review the claim submitted on or around November of 2021 from ***********************. My camper has been sitting on the lot with them for 6 months. Would it be possible to receive a warranty extension due to the time its taken for service? There were other parts they ordered from Gulfstream that delayed service. We have contacted the dealer and they claim that Gulfstream was non responsive. Thank you. 

  Business response

  05/03/2022

  Gulf Stream has no record of RVZZ submitting a claim in November of 2021 and no record of any other parts that have been ordered from us for this unit.
  
  Gulf Stream is aware that a voice mail was received on 4-28-22 after the complaint was made on 4-27-22.
  
  The only items ordered from us are the window and the hot water heater on 4-25-22 which is in process.
  
  Gulf Stream is not aware of any delays on our end, and have been responsive to all inquiries concerning the customers unit including this BBB complaint.  
  
  Gulf Stream has honored the terms and conditions of the limited warranty and going forward stands ready willing and able to continue to do so. We again suggest the customer contact the dealer for further updates.

  Customer response

  05/05/2022

   Better Business Bureau:
  
  If this is truly all Gulfstream will do for now, I find it acceptable. I will be reaching out to RVzz to ask again what the hold up has been since November. If they tell me conflicting information or claim that Gulfstream has not provided a timely response, I will follow up. 
  

  
  

  Thank you.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 29th, 2021 I purchased a New Gulf Stream BR25 Camper from ********************************************** in ******, **. I pulled it home and parked it in my drive way. I had ordered supplies to get it ready for a trip I had scheduled in September. I happened to be cleaning my pontoon and looked over at the camper and noticed a piece of trim buckled up and seen that it was not sealed. Water had been entering the camper since it was manufactured. Looked at the Camper and noticed a lot of manufacturing defects and poor workmanship. I will enclose several photos that show the defects. Most of them are self explanatory. I only towed the camper on improved highway (a 2.5 Hour trip) home and parked it The framing was soft wood and panels and joints were attached with staples, no molding, and sealant. The seams were found coming apart, staples backing out of the soft wood and cabinets coming apart. I contacted the dealer and they told me to bring it back as soon as I could. I discussed my concerns with their service department and 18 work orders were opened on the problems with the camper. Again, I haven't even used the camper yet. I am very concerned as to the extent of the water damage from the roof leak as it already bowed the wood framing around the front storage compartment access and also ***** water was found in it. I am also concerned with the bath tub wall as they were only sealed with a bead of sealer in the corners and had already came apart leaving a large gaping hole for water to enter. Also, the cabinets were coming apart and most of the paneling coming apart and staples backing out. Every time I ask about the repairs on the camper I was told that they were waiting on Warranty approval from Gulf Stream. They finally gave approval over two months later. To Date the dealer claims that they have ordered the parts but, have not received any to repair the camper from Gulf Stream . I have been told this same reason since December after the warranty was approved.

  Business response

  03/22/2022

  Gulf Stream would like to thank the customer and the ******************** for the opportunity to review.
  
  Gulf Stream records show the dealer filed two claims on  10/14/21 one of which was authorized on 10-18-21 and the other after going through a management review process was authorized on 11-23-21.
  
  Parts order was entered on 12-20-21 and due to vendor supply issues all parts were not able to be shipped until 3-21-22 with and estimate delivery date of 3-24-22
  
  Gulf Stream would be happy consider an extended service agreement for the time out of service based on the previously mentioned dates,shipping, and pending completion of repairs.
  
  The ******************* Warranty has no provisions for compensation for loss of use so we will be unable to accommodate this request.

  Customer response

  03/25/2022

   I am rejecting this response because:
  
  The issues with my camper were not technically "Warranty Issues" but issues related to manufacturing and Quality Issues.  18 Jobs were opened by the Dealer to help correct these issues and like your response said all of them had to go thru a Management Approval Process except the roof leak which was promptly addressed.  I had to reply within 7 days and do not know for sure if all parts would be received by 3/24/2022.  I have been told so many different dates that I can't hardly think this magical date since I Filed the complaint is going to happen.  I still feel that the company should compensate me for my loss of use as the items are manufacturing issues and should be considered as such by Gulf Stream. Like I said in my complaint that all I did was drive it to my home and it literally stated coming apart in many places inside the camper.  Also during closer inspection other items were noted as not being completed.  I would like more than a verbal guarantee on the extended warranty and also a guarantee on any related repairs needed in the future relating to the roof leak which, was noted by the dealer that insufficient mounting screws were used in the top trim which directly resulted in the bowing and pulling of the trim after the sealer was applied and dried, causing the leak. Also, there was no mention of the quality of the repairs that are going to be done to the camper as if it is repaired like it was originally it will present problems.  I think Gulf Stream should have inspected the camper and took note to prevent dissatisfied customers in the future instead of the customer pointing out all of the problems to the dealer. I also do not have a completion date that should have been supplied as they stated a delivery date for the parts which they say were shipped on 3/21/22.

  Business response

  04/05/2022

  
  Gulf Stream has acknowledged the warrantable issue's,authorized the claims on these issues that were filed by the *************** the parts that have been ordered, parts were received at the dealer on 3/25/22.Claims were submitted for payment by the dealer and have been approved for payment by Gulf Stream. There are currently no other claims or parts orders pending for the customers unit to the best of our knowledge. Suggest the customer contact the dealer to make arrangements to pick up their unit. As previously stated the ******************* Warranty, that the customer agreed to at the time of purchase,  has no provisions for compensation for loss of use so we will be unable to accommodate this request.
  
  Thank You

  Customer response

  04/06/2022

   I am rejecting this response because:
  
  Not satisfied with Gulf Streams response. Per the dealer the parts ordered were received finally. Repair date was last Friday 4/1/22 and still waiting to hear from them. Also have not looked at repairs yet to see if everything was addressed. Still think that something should be done for me as it has been at the dealer for over 6 months. There is no mention of extended warranty or anything addressing the water damage. If Gulf Stream wants to keep their stance about this issue i personally would not give them a recommendation in the future and feel i will have more problems due to materials used and its construction that has given the issues to date.

  Business response

  04/14/2022

  It's is Gulf Stream's understanding the customer picked up their unit on April ********. Gulf Stream is not aware of any other issue or parts requests at this time.
  
  As stated previously the Gulf Stream Limited Warranty  Warranty has no provisions for compensation.
  
  Gulf Stream had offered to consider an extended service agreement for the time out of service, however the customer rejected the response this was included in.

   

  Thank You

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Travel trailer Enlighten 20RD purchased from ******************** on 1/26/2022 Roof and siding leak reported 2/23 and camper taken to ******* ***** (travel expenses and other accommodations for a hotel during renovation paid by the purchaser/self) for repair for 2/23-3/3. Multiple roof leaks were found and reported repaired, along with cargo door leaks and sink leaks. Faulty seal issues were repaired at the location per technician at CW and the trailer moved back to home (at expense of the purchaser again). Flooring damaged, wood in back cargo bay damaged (CW repaired wood panel in the back bay), and peeling of multiple locations of cabinet facings due to water damage. New leak was reported again to ******* *****. New leak along the back wall behind fridge and along the backside of tub enclosure which is inaccessible to the owner/occupant due to configuration of plumbing pipe location as well as lack of available schematics for the specific unit. Issue reported to ******* ***** and awaiting call from Service Manager. Unable to get a response from GulfStream Coach or any callback from the manufacturer. Spoke to the agent at extension **** who informed agent might be busy and unable to help with resolution. Left multiple messages for the manufacturer but was unable to get a response in a reasonable manner. Due to continued water damage (continued until issue remedied), cost of transport and delivery of trailer, and burden of cost already incurred by owner for this unit we request immediate attention to remedy these issues and compensate for damaged caused by the manufacturer selling the unit sold as "new" when it seems the unit must have been used or previously repaired/returned.

  Business response

  03/17/2022

  Gulf Stream would like to thank the BBB and customer for the opportunity to review.
  
  There have been no claims filed or parts ordered by the dealer concerning the issues the customer has stated in this complaint.
  
  Gulf Stream would like to thank the BBB and customer for the opportunity to review.
  
  There have been no claims filed or parts ordered by the dealer concerning the issues the customer has stated in this complaint.
  
  Once the dealer files a claim, Gulf Stream will review and is prepared to authorize any warrantable repairs, as outlined in the Gulf Stream Limited Warranty. The customer should have received a copy of this warranty at the time of purchase.
  
  Gulf Stream would also like to note there are no provisions in the Gulf Stream Limited Warranty for reimbursement of travel expenses, lodging, or exchanges, so we will be unable to accommodate that request.
  
  Customer can contact us at 1-800-289-8787 or via mail Gulf Stream Coach PO Box 1005 Nappanee, IN  46550 or via email at [email protected]
  
  
  
  Thank You
  
  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 3/11/2021 Purchased the travel trailer brand new off the lot from ************************.May 2021: While on the road, we discovered what we thought was a crack in the frame. We hired a welder to fix the crack, but when he was sanding it down he discovered a large gouge in the rail of the tongue that had been bondo'd and painted over. He immediately stopped sanding and started taking pictures (attached), and advising he would not continue and advised us to contact the manufacturer.Reported the damage to ******* ***** who then put us in contact with Gulf Stream.We were asked to get a quote to fix from ***************** Parts and Service, we did that (09/01/2021) and scheduled service (11/12/2021).Iron Bear discovered that there was much more underlying damage than we had thought (frame and axles are out of alignment and the tires rub the wheel ***** and are over worn on the insides.) They needed their service bay back, so charged us ($155.45) to put the trailer back together and we had to go pick it up again. While we waited for confirmation from the GS agent handling our case we learned he was no longer with the company and our case had not been transferred. We emailed ******* ***** again and finally had communication from ***************** at GS instructing us to take many measurements on our frame for ******* the frame manufacturer (who also sent instructions for a 4 axle trailer, when we own a 2 axle.)The frame damage was prior to us purchasing and covered up, and we are very frustrated that no one is really helping us resolve the issue. Additionally, we are now stuck with a trailer we purchased new, that will either be damaged, or obviously repaired, affecting the resale value.

  Business response

  03/11/2022

  Gulf Stream would like to thank the BBB and the customer for the opportunity to respond.
  
  This unit left Gulf Stream in February 25th of 2021, purchased by the customer in March 11th of 2021 and Gulf Stream was made aware on August 11th 2021  of what appeared in the photos supplied to be a cosmetic dent in the tube of the a-frame that would not have affected the normal use of the unit. At that time the unit had been out of Gulf Streams hands for approximately 6 months, however as matter of customer goodwill Gulf Stream did authorize on October 1st 2021 the replacement of the affected tube. Gulf Stream was notified on  November 15th of 2021 that there more issues with the frame than first reported. These include axle spindle off 9/16 one side to the other, spring hangers off side to side coupler off center Customer stated the technician thought that the unit might have been jackknifed at some point. At that point Gulf Stream got the frame manufacturer involved and began the process  to collect the information requested by them.
  
  The instruction sheet supplied by the frame manufacturer and sent to the customer on January *********  was for a 2 axle trailer and not a single axle that the customer owns. Once Gulf Stream was notified  on March 4th 2022  the single axle sheet was emailed to the customer on March ********.   Once this information is filled out and sent back the frame manufacturer and Gulf Stream will be happy to review.
  
  As the customer may be aware the ******************* Warranty the received at time of purchase has no provisions for refunds so we will be unable to accommodate their request.
  
  Thank You

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought at ******* ***** Nov 26th brand ************** it had a leak in December. Took back to ******* ***** December 28th. ******* ***** sent claim to Gulfstream January 13th. Needs a new roof. Gulfstream has yet to approve claim as of February 1st. Now I am going to lose money on a reservation that I h booked when I got the camper that I can't get refunded. Should take weeks and weeks to fix a defective product. Approve the claim and stand behind your product.

  Business response

  02/02/2022

  Gulf Stream would like to thank the BBB and customer for the opportunity to review.

  
  ******* ***** did file a claim on 1-13-22, claim number WC303695.  Gulf Stream has reviewed and is prepared to authorize

  .
  Gulf Stream has contacted ******* ***** directly and there is also a notation on the claim requesting the retail registration for the unit.

  
  We will be happy to move forward with the claim once the retail registration has been received. Gulf Stream will contact ******* ***** again and request the registration.

  
  
  Thank You

  Customer response

  04/06/2022

  This has not been fixed. I have contacted Gulfstream over 10 times and they tell me they are waiting on parts. I bought this brand new. I took back to ******* ***** Dec 28th. On January 16 ******* ***** submitted to Gulfstream. Nothing has been done since then. Almost 3 months and they have not fixed my leaking camper. I don't mind waiting but feel like this is now an unreasonable amount of time to wait. *** from Gulfstream is very rude and absolutely no help. I have the email chain to show how rude she is. Please send the parts to ******* ***** so it can be fixed.

  Business response

  04/14/2022

  The supplier of the needed panel abruptly stopped supplying this material a few months ago. They have just recently began to supply again.The panel and trim that were ordered have been shipped via YRC tracking number ************ with an estimated delivery date of 4-18-22. We do appreciate the customers patience as we have worked through this issue and apologize for the what they felt was a poor customer service experience.

*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. ↩