ComplaintsforGulfstream Coach

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new travel trailer from ***** who sells Gulf Stream. The thing should never have passed QC at the manufacture that being Gulf Stream. Anyway bought it in July and it has literally spent more time at the dealer waiting on parts and getting the fixtures and walls fixed than I have even used it. My safety chains snapped off and **** at GS accused me of ripping them off! Not once have I received an apology from GS or any form of hey were sorry! Im paying on a camper that has basically never been used except twice.

  Customer response

  11/22/2021

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

  Business response

  11/30/2021

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

  
  It is Gulf Streams understanding, from communication with the selling dealer, they have sent ****************** compensation for his inconvenience due to repairs not being done.

  
  The selling dealer would have done a Pre Delivery Inspection prior to ****************** taking delivery. Any issues found at that time should have been addressed before delivery.

  
  The ******************* Warranty that ****************** received and agreed to at time of purchase is as follows. 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.

  
  No Gulf Stream personnel has ever accused ****************** of anything.The picture we have on file concerning the safety chain clearly shows damage and not a factory defect. (picture attached)

  
  The damaged safety chain would have most certainly prevented using the unit until it was repaired. We are not aware of any other issue that has prevented the use of the unit.

  
  As ****************** is aware, the ******************* Warranty, has no provisions for, exchanges, refunds, or compensation, so we will be unable to accommodate his request.

  
  In closing, Gulf Stream has honored the terms and conditions of the agreed upon warranty and we stand ready willing and able to continue to do so until the expiration of said warranty. 

   

  Thank You 

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We would like to file a complaint against Gulf Stream Coach for making a defective product which was sold through an RV dealer to us the consumer. We purchased a brand new 2021 Gulf Stream Vintage Series Travel Trailer. After 4 months anything that is metal on the outside, is completely rusted out and corroded, including the frame. After reaching out to Gulfstream and giving them an opportunity to rectify the situation by either replacing the camper constructed with weather resistant material and a galvanized frame or picking up the camper and refunding our $28K, I was informed that Gulfstream is not responsible for normal wear and tear. It was an outrageous response and they are unwilling to stand by their product. We are now stuck with a rusted out 4 month old camper that looks like it is 10 years old. We would not even be able to sell it ourselves because no intelligent person would buy it. I can provide photos and the email exchanges between myself and *****************, Director of Sales at Gulfstream Coach. This is just not right and am losing sleep over this major purchase.We purchased the camper through:*************** *************** ********************************************************* ************** Www.**********.com To be clear, this is a manufacturing complaint against Gulfstream Coach and not ***************.We purchased the camper on 6/21/2021, VIN #***************** Gulf Stream Vintage Cruiser 23BHS Thankyou for your help, do not know what else to do.

  Business response

  11/15/2021

  Thank you to the customer and the ******************** for the opportunity to review.
  
  Gulf Stream records show the unit was manufactured in December of 2020 and shipped to the selling dealer that same month and purchased on June 21st 2021. There was no notation of rust issues when the unit was purchased.
  In the pictures emailed to Gulf Stream by the customer it appears there is rust on the frame and dealer installed items.
  
  The customer has previously been made aware that ******************* Warranty has no provision for repurchase, replacement, or refunds, so we will be unable to accommodate that request.
  
  Gulf Stream would also like to note under Section 3 of the Limited Warranty
  
  EXCLUDED FROM THE GENERAL LIMITED WARRANTY AND STRUCTURAL LIMITED WARRANTY:
  
  Sub-section i
  
  Damages from normal wear and tear, exposure, fading,discoloring, and/or aging of interior or exterior materials (paint, plastic,decals) from UV, sunlight, or weather exposure, rust, and corrosion.
  
  If the customer will get an estimate for repairs, Gulf Stream would be happy to submit the pictures and estimate to our frame supplier,******* Components,  for review and consideration.
  
  Thank You

  Customer response

  11/20/2021

   I am rejecting this response because:
  
  Gulfstreams response to our complaint is unacceptable. Unfortunately we assumed that the condition of the frame after 4 months would be enough for them to acknowledge that we were sold a defective product, they chose to quote the exclusions of their limited warranty which renders their limited warranty useless. Since the state of the frame was not enough for this international company to do the right thing, now I will bring in all the other problems we have encountered with this camper. I was only allowed to add four interior photos above and will be willing to provide all photos needed to verify the sad condition of this camper after just four months of ownership. The wood trim in 3 places bowed within the first 2 weeks we owned it, the ceiling is buckling, the trim on the bumpers of the dinette just unattached, we went through two batteries because the casing had no drainage hole so the battery sat encased in water while we were not there during the week, my husband had to drill a hole in the casing to fix the problem. If the picture is visible, this is the **** we received from Gulfstream yesterday because that was defective. I loved the retro look and design of this camper so much that we drove 600 miles to pick it up, I still love the whole concept of this camper but this is not a doeable situation. If Gulfstream continues to site their fake limited warranty, we will pursue legal compensation. Honestly, I dont know how they can feel good about selling a fellow American family who works hard for our money, a $28k camper that is falling apart after 5 months of ownership. They can continue to hide behind their nonexistent warranty but we will not stop until we are given a product worth the money we paid for it.

  Customer response

  12/02/2021

  We reject the response from the business (Gulfstream)

  Comments:

  We reject the response from Gulfstream. Thinking the photos of the total rusted frame of a brand new camper would be enough to override the useless limited warranty and stand behind their product, I did not mention the other problems with the construction of this camper. We did receive a new **** last week from Gulfstream because like so much of this camper, that was defective and the dealer helped us to obtain a new one. It is still in the box so not sure if the replacement will be non defective. In addition to the defective **** and total rusted frame, we have issues of the interior which I will attempt to attach photos. The wood trim has bowed in several spots, the plastic trim has also bowed and detached from the ceiling, the ceiling is wrinkling and buckling which may be water leakage damage. 

  The battery casing was also defective lacking a hole for rainwater to drain, but the dealer did say that was on them as they supply the battery casing, an honorable company taking ownership for their product. We have also addressed rust on the $700 sway bar they had added to our camper when purchased.

  All the other issues are on Gulfstream. Their response is unacceptable. We should be doing nothing but enjoying our brand new camper. Instead we are completely stressed out that we made a $28K purchase for a defective product. We should not have to be putting in hours of research, emails, phone calls to figure out what recourse we have. We have to hook up the camper and drive an hour to get an estimate for repairs and maybe the frame supplier will review it? This is not due to something we did and should not be our responsibility. It is just not right.

  At this time, we will be contacting a consumer protection attorney to discuss our rights/recourse. I cannot imagine any judge would consider the condition of this travel trailer the result of normal wear and tear.

  Thank you,

   

  **** and ******** 
  

  Business response

  12/03/2021

  
  With over 37  years of manufacturing experience in 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 your 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.  
  
  We acknowledge the additional issues  the customer has brought to our attention in this complaint. The customer is apparently requesting that Gulf Stream do something outside of the parameters of our warranty.
  
  We would 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 ** 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  https://www.gulfstreamcoach.com/dealer-locator  Gulf Stream stands ready, willing, and able to authorize any warrantable repairs to customers unit and expedite parts as necessary.
  
  Thank You
  
  Gulf Stream Coach

  Customer response

  12/15/2021

  Hi ******,

   

  Questions for Gulfstream:

  I do not have a copy of the warranty handy. It is in the camper, I believe which is covered for winter. If I need to, I can get in there, but its a bit of a chore.

  Would Gulfstream be willing to pay for an undercoating applied to frame of camper? I believe they said rust was not covered and I understand that being there for people that would want to file a claim several years in, but after four months, we should be able to get that fixed without paying for it ourselves. As the frame is our biggest concern, this is important. 

  As for the other issues, the dealer we purchased it from is 600 miles away, so that is not an option. We would be willing to take it to an authorized Gulfstream dealer, I believe there is one about 40 miles away. I dont know how long it will take for us to get that done as it is all buttoned up and covered, I would assume we would have to stay within the year of purchase, or 6/21/2022?

   

  Thankyou.

   

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

  Business response

  12/15/2021

  Gulf Stream would be happy to review an estimate for undercoating of the frame for goodwill consideration.
  
  As stated previously.  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 RV 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  https://www.gulfstreamcoach.com/dealer-locator  Gulf Stream stands ready, willing, and able to authorize any warrantable repairs to customers unit and expedite parts as necessary.
  
  
  Gulf Stream would prefer the warrantable issues noted be corrected before the end of the warranty period. However, we do understand scheduling does not always allow for that, and will be happy to work with the customer beyond the end of the warranty period on the noted issues should the need arise.

  Customer response

  12/15/2021

  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.

   

  Thankyou Gulfstream for considering the frame, that was the thing that was really weighing on us. After camping one season, I may want a bigger camper, but not sure yet. Knowing we could not sell the camper if we so choose was very upsetting. I feel a great sense of relief now. Thankyou!

  I did mention that we travelled 600 miles to get the camper because that was the one I wanted and that was the only dealer who had one within **** miles of us. We have a Campers Inn about 40 miles away, which I believe is a Gulfstream dealer. We will try our very best to stay within the one year warranty time frame (before 6/21/2022). We will set up a meeting for an appointment when we open it up in April or so. It is already winterized and covered as we live in the miserable northeast, (miserable winter weather wise). Thankyou ****** and ****.

  **** & *****************************

*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. ↩