ComplaintsforSunset RV

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/28/2022 Purchased a brand new 2022 Sunset Park travel trailer from Travel **************** *******. Used the camper over the weekend of 9/5/2022 and the unit flooded from the ceiling down the walls and into the electrical panel causing mechanical faults. I contacted the dealership and they had me drop the camper off on 9/5/2022. After many visits back and forth with dealer and progressing to the rv manufacturer owner ***** as well. Six months later my camper was completed and ready for pick up. I took the camper to covered storage until the of July 2023 and could no longer afford the storage so I moved the camper to outdoor storage and brought it home 5/10/23 to prep for vacation. The camper had not been repaired properly from the manufacturer and dealership. I notified my insurance company Progressive to file a claim. Progressive came out and inspected the camper and deemed it to be a manufacturing issue. I attempted to reach out to Travel **************** ******* but they have since sold to Camping World ( I contacted them as well and they stated they purchased Travel Camp but were not honoring past issues). I them sent a text message to ****** the owner of Sunset Park Rv Manufacturing at ************ on 5/20/2023 and again on 5/23/2023. He responded to have insurance contact him but no return call to Progressive was made. He has not responded to the text from 5/23/2023. I have made multiple attempts to contact ****** to get the issue resolved. I paid approximately $27,000 for the camper and no longer able to use it due to extensive water damage. I do not know where else to turn to. I kept it in covered storage for a year so a leak wouldve never happened there, I have email receipts from Storage **************** fl of the storage time.

  Customer response

  05/28/2024

  Good evening I am pasting in the text message from the business owner to myself after bbb reached out to home earlier today and my response. 
  
  The following is a copy and paste of a text conversation between business owner ****** and myself 5/24/2023
  
  I am not sure what is going on, I did not have a claim number on me when I called progressive back so I couldn't talk to them but it sounds like they talked to our service and warranty. I took some employee's down to repair the last time because travelcamp had not done it correctly. I know it was done correctly when we did it and it was not leaking. Seals have to be maintained and checked every 60 to 90 days because it is a moving trailer and everything's shifts and moves around. With the temperature changes, the seal can expand and retract too so you have to constantly check and maintain seals with any trailer
  
  The following is my response to his text message 
  
  I would understand all of that except the trailer has not moved other than from one storage to the next and then one trip home where it is currently parked. I can forward you progressives claim if you would like. Chasity 
  
   
  
   
  
  I was unable to send the link. I am just looking for a resolution to this ongoing issue. Chasity 
  
  Sent from my iPhone

  

  Business response

  05/31/2024

  I hope this response finds you well. I am writing to address the recent repair and maintenance issues related to ******* Yenschs ** unit, unit vin ending in 6217. On May 31, 2022, the unit underwent repairs at Travel Camp of ***********. As the repair fell within the one-year limited warranty period, we promptly covered the associated costs.
  However, it has come to our attention that the units seals were not properly maintained. According to the limited warranty, the owners manual, and the sticker on the unit, regular seal inspections are essentialspecifically, every 90 days. Despite reminders, the necessary upkeep was not performed.
  Subsequently, a year later, *************************** reported a recurrence of leaks. It is crucial to emphasize that this issue does not stem from a manufacturing defect but rather from inadequate regular maintenance.
  We recommend that *************************** adhere to the prescribed maintenance schedule moving forward to prevent further complications. Proper care ensures the longevity and optimal performance of the ** unit.
  Thank you for your attention to this matter. If you have any further questions or require additional information, please do not hesitate to reach out.
  Best regards,
  Elexes Schrock 
  Warranty & Vendor Warranty Manager

  Customer response

  05/31/2024

   I am rejecting this response because:
  The repair was only completed to the ac unit never the roof leak issue. It is nearly impossible for a leaking ac unit on the side wall to allow water to travel up the wall several inches then across the ceiling to the other side to then travel down that wall. We had rain the entire weekend that would explain the heavy leaking throughout the camper. I sent videos and photos to both the dealership and manufacturer indicating the water dripping out of the cable **** and outlet on the ceiling as well as the solar panel read out screen was dripping water on the opposite wall from the ac unit (the solar panel led screen had to be replaced from the water damage) Upon picking my camper up 6 months later I was assured the leak had been repaired at the ac unit not the roof because the manufacturer believed the leak to be from the ac unit install. I will be seeking legal advice in this matter as well. If the manufacturer would like to submit a fair resolution to the ongoing never repaired issue I would be willing to discuss the matter.  Thank you, **************************;
  
  

  

  Business response

  06/05/2024

  Dear ***************,

  First and foremost, we want to extend our sincerest apologies for any inconvenience you have experienced. We understand the importance of maintaining the integrity of your trailer and we are committed to ensuring the satisfaction of our customers.

  
  As per the owners manual and the maintenance stickers on the trailer, it is imperative to adhere to the 90-day maintenance schedule to prevent any potential issues, including leaks. This is a standard requirement for all trailers to ensure their longevity and proper functioning.
  We appreciate your acknowledgment that the ** unit leak was addressed separately by our team of experts who visited your location. They have confirmed that all leaks, including any resultant damage, were thoroughly repaired.
  We regret to hear that you have encountered further issues nearly a year after the repairs. While we strive to provide the best service possible, the warranty period has unfortunately lapsed. Rest assured, we have taken all possible measures within our capacity at this time.

  
  Your feedback is invaluable to us, and we will use it to improve our services. Once again, we apologize for any inconvenience caused and wish you all the best in your future endeavors.

  
  Warm regards,

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

  Warranty Manager

  Sunset Park RV
  

  Customer response

  06/24/2024

  I would like to submit video and pictures of the said repair by Sunset Rv expert team. Due to the continued ac unit leakage. I had it serviced and the following videos and pic have determined that the work to the ac unit by Sunset Rv team in fact never repaired the leak. The ac unit was noted to have a drain hole siliconed closed and another hole leading directly into the inside of camper was never caulked there for allowing the water to only drain back inside of the unit resulting in water damage. A section under the rear door gutter trim was also never sealed allowing water to pour down the rear quarter wall. This trim was a manufactured installed trim piece that has nothing to do with routine inspections to the roof or seals. This was only found by the service guy who had to remove the factory installed gutter to find the leak. Both of these issues are factory installed manufacturing issues not lack of maintenance as my roof is in great condition with the exception of one small area where a sharp metal piece was noted to be protruding and the manufacturer had covered with sealant (the sealant came loose while washing so area has been inspected and no signs of a hole and will be covered with sealant as well) my seals do not show any signs of damage. I will also have the wiring inspected and send a report to my insurance company to ensure the record of repairs and safety concerns of the unit have been addressed. I have been unable to use the unit due to multiple safety concerns with the water damage. I am looking for Sunset Rv to do the right thing as a company and take responsibility for their lack of correcting the issue in the first place. Thank you, **************************;
  Sent from my iPhone
  

  
  

  Customer response

  07/03/2024

  > On Jun 30, 2024, at 8:23 PM, *************************** <*************************************> wrote:
  > 
  > ******, good evening. 
  > My unit was in service for 6 months (sept 5, 2022 - march 16, 2023) to complete the leak issues from my first and only use of it while under warranty.  Your expert team at Sunset assured me the repairs had been completed appropriately. After a service inspection that has been found to not be the case. Your expert team had failed to make the corrections while under the warranty period. 
  > 
  > Service inspection
  > 1- ac unit leaking inside unit causing water damage and mold
  >     ac unit drain hole noted to have been siliconed closed from either manufacturing team or expert team who made said repairs from 9/5/2022 leak 
  >     ac unit had to be replaced at my expense due to damage from drain being silicone, no longer working properly 
  >     ac unit enclosure damaged from water leaking inside the box and down the wall
  > 
  > 2- mattress removed and replaced with new due to extensive water damage and mold from both ac unit leak and rear seal behind drip gutter that was never sealed from manufacturer 
  >    floor trim behind ****** bed needs replaced due to water damage
  >    wall behind ****** bed needs to be removed and inspected behind for water damage and mold
  > 
  > 3- gutter trim above the lift door was never sealed from manufacturer (the gutter had to be physically removed to seal behind it as the water was pouring into the unit) 
  >   the door latches on the lift door had to be realigned (the door latch bolt inserts into the ****** bed frame and the hardware was not aligned properly from manufacturer) allowing water to come in around the door seal and down the floor
  > 
  > 4- the roof and seals around the roof noted to be in great condition without any leaking or damage. 
  > 
  > The noted damages had been from manufacturing issues and not owner neglect. The unit has been parked and used one time. 
  > 
  > The above noted issues were all manufacturing issues that were never addressed during the warranty period by your expert team. I submitted videos and pictures from the first camping trip when the flooding occurred. I believe because I am a woman my concerns were disregarded and your expert team made an incomplete inspection of the issues. I believe the intent was to hold it for 6 months make half an effort to repair it properly then send it out without care about a quality product. With the list of damage from the original flooding and lack of proper repairs while under warranty my question to you would be WHAT WOULD YOU EXPECT NEEDED TO HAPPEN TO REMEDY THE SITUATION AND MAKE YOUR CUSTOMER AS HAPPY AS THE *** SHE PURCHASED YOUR BRAND NEW TOY HAULER WITH THE EXPECTATION SHE WAS INVESTING IN A QUALITY PRODUCT? I used my unit one time and it turned into a total nightmare. Instead of enjoying the holiday weekend with friends in my new camper I found my self waking up soaked in my bed and water dripping onto my head out from my outlet and cable ***** I spent time at the laundromat washing bedding and clothes, cleaning the floor, using an extension cord (from campground outlet) and fan to dry out my mattress and walls, having faults on my camper power, no hot water, no air, then sleeping in the heat because of the water interfering with the power. When I purchased my brand new (not used, no partially used) camper I expected many years of joy before I had to worry about issues. I fully regret purchasing your unit as I still have used it only that one time because the issues were never resolved from sept, 2022 as they should have been. So again I ask what are you going to do to ensure I have a unit that is a quality product that you would be proud to own. 
  > ******* Yensch 
  > 
  >> On Jun 24, 2024, at 4:41 PM, ********************* <***********************************************> wrote:
  >> 
  >> *******,
  >> 
  >> Good afternoon, 
  >> 
  >> I hope this email finds you well.  What exactly are you wanting from us as far as this claim is concerned?  I understand you want us to take responsibility, but are you looking for reimbursement, compensation, new parts, labor covered?   How can we compromise to make this work for all of us?
  >> 
  >> I can try to do ONE more thing as "warranty" covered, but you are almost 2 years out.  I do not want you upset, I want to help you the best I can.  
  >> 
  >> Please let me know,
  >> 
  >> ***********;
  >> Warranty Department
  

  
  

  

  Business response

  07/08/2024

  ***************,

  ****** personally came to you to correct the issues at hand.  He has reassured me that ALL ISSUES were resolved when they were there.  We can cover the cost of your service repairs OR the storage fee's, whichever is best for you.  I hope this remedies what we have discussed.  

   

  Have a fantastic day,

   

  **********************;

  Warranty Manager

   

  Customer response

  07/15/2024

   I am rejecting this response because:
  Pending a service inspection with camping world for cost of further repairs due to continued water intrusion. Upon receiving the estimate I will submit it to BBB and Sunset Travel rv for cost of repairs. Once again I purchased a brand new unit and should not have experienced these issues. I paid good money and still owe on a unit that was a total nightmare from the first camping trip through present day. If the owner is not willing to pay for repairs and make it right he has the opportunity to purchase the poor quality unit back for what is owed at the current time. I would love nothing more than enjoying a solid unit to camp in not a unit that feels like I purchased an old outdated used camper.  Thank you for your time. Chasity 
  
  

  

  Business response

  07/19/2024

  ****************,

   

  Again, we are so sorry for your misfortune.  We would like to make you happy, please know that we appreciate your business and take your issue very seriously.  However, we can only warranty units for so long, if you want to submit the invoices for service that you have, we would be happy to review them, and hopefully find a reasonable compromise.  We wish you the best in all your camping adventures, please let us know if this appeases you. 

   

  Thank you, 

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

  Warranty Manager

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Sunray Sport 149 new from ******* Camper Store on 07/05/23, brought it home and was packing it for a camping trip when I notice that the mattress was ripped on the underside! Contact the dealership and emailed them photos of the mattress who started a warranty claim. The Sunset Park RV company said they were sending a new mattress which has never arrived. ******* had contacted the company about the mattress never arriving and was told that a new mattress would be shipped inside a new camper that they had on order but was never told when that ****** would be delivered to them? The dealership is now not getting any response from the Sunset **************** The dealership gave me the number to a sales rep named ***** who I contacted on 09/07/23, he then called me back the next day stating that he talked to the owners and a new mattress was being shipped to ******* with a tracking number at no cost. As of 09/12/23 there has been no confirmation of the tracking number and today 09/12/23 I contacted ***** again for an update and he told me it was no longer his problem it was mine and he refused to tell me who else I could contact about the issue and hung up on me! I have called the customer service number which is listed on the owners manual and there is no human answering the phone and you are unable to leave a message? I feel that when you purchase a brand new camper you should have everything brand new not ripped. There is also an extra hole in floor in the trunk next to the hole where the plumbing for the kitchen sink flows into the holding tank which was left open and is right behind the wheel well which they conveniently covered up with a panel but never covered up the hole in the floor. Which water from when traveling in the rain would get into and would be an easy access for rodents. We would appreciate help with this issue as we have gotten no where in the last 90 days. If we cannot resolve this we have no alternative but to involve our attorney.

  

  Business response

  09/13/2023

  We told him and the dealer ******'s Campers, that we would get him a new mattress out there , the dealer had a unit in the works but did not end up going to them so we are trying to find a ride for a mattress out there . The mattress do not come in box's , so it would have to be shipped on a skid if we freight ship it. If the customer wants us to send him a check in he amount of the mattress so he can order one , that is fine and we can work with that or he can wait tell we can find a ride for one out there. The mattress he has is usable it is tore underneath but usable tell we can get one out there 

  Customer response

  09/13/2023

   I am rejecting this response because: I am not completely rejecting the businesses response. I was contacted and given the option of a check for a new mattress, but they are only willing to pay $127 to me to purchase a new mattress. Which I feel is a very low offer, so I in return told the dealership that I want Sunset Rv to replace the mattress with the exact mattress I already have in my camper because the mattress is the main reason why I purchased that model over the other models I had to choose from. Sunset Rv is now claiming that a new mattress will be delivered to ******* Camp Store by their company on Friday September 15, 23. We are hopeful that this is true and that they are going to deliver the exact mattress that we currently have in the camper? So we will wait until Friday and see what happens?
  
  
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last July we purchased a brand new Sunlite 18 RD travel trailer. In August we went on two campouts and didn't have any issues. Then when the rains came in September, I found water in the storage compartment. I mopped it up thinking an unsecured hatch, but it was. We found water in the kitchen too from when we thought the dogs dumped over a dish. The trailer was in storage and about once a month we checked in on it. Every time we'd find water or dampness on the floors and under the cabinet. We'd been using ********* all along and couldn't figure out where the water was coming from. In February we retrieved the trailer after someone left a gate open and alas, we found more water. We again mopped it up, rechecked for anything ajar and nothing. But every time it rained it was back to more mopping. A month ago, I contacted Sunset Park RV by email. Nothing. Three weeks ago, we took the trailer back to the dealership who found a bad job of roof sealing. They and my wife also discovered that the panel near the emergency escape window had bubbled up. The paneling in the storage compartment was delaminated and there is no caulk on the seam between the hatch frame and siding of the trailer. I also felt the floor along the wall in the storage compartment and in the kitchen, and it gives when pressed upon. Sunset says, "Trust the Build," How can we if they don't seal them up correctly? We had a **** Lo Liner that never leaked, even during thunderstorms. The dealership has been trying hard to contact Sunset Park and they've gotten nothing as well. It turns out Sunset Park is open Mondays thru Wednesdays and from 9 to 4 CT. During today's call to the dealership, the parts and service receptionist said she and her warrantee agent are as frustrated as we are.... to which I suggested that someone owes us a trailer. Last week a service tech in the lot told us "The manufacturers are ***** and would prefer to ignore us in the hopes we go away."I'm not.

  Customer response

  06/02/2023

  Somebody blinked.  Sunset Park called us at 6:30 this morning.  Their receptionist denied having anything to do with the damages.  "Check your seals ever 90 days" it says so on the trailer....  but then they said it's out of warrantee by a month...  We bought the trailer on June 17th, they say we bought it in May.

   

  So now the receptionist who called said she's taking this matter to her boss.  She also said that she checks her horse trailer all the time... so what?  And that she talks to Family Fun RV all the time...  really?  

   

  I'm calling her back now that we have photographic evidence of the purchase date.

  

  Business response

  06/02/2023

  Dear ***************************,
  

  I am writing to you today regarding your recent BBB complaint about a leaky trailer. I understand that you are concerned about the leak, and I want to assure you that we are taking your complaint seriously.
  
  We have investigated the matter and have determined that the leak is most likely due to a failure of the seals on the trailer from changing temperatures causing the roof material to expand and contract. (Photos Attached).  We have stickers on the trailer that explain that it is the owner's responsibility to check the seals every 90 days (Photos Attached). Unfortunately, it appears that although you noticed water int the trailer, you did nothing to stop the infiltration by either you or the dealerships service department at the time you noticed the leak. 
  
  Concerning the lack of communication:As stated in Sunset Parks Towable ************************ Warranty If the consumer believes that a claimed defect is covered by this TNTLW then contact must be made with an authorized dealer or service center within the warranty period. Sunset Park has record of a Warranty Claim - Work Order **** (attached)on May 11th, 2023, and was working to determine the cause and the repair.    As of 6/2/2023 an email was sent out to Family Fun working on a final authorization time to repair the trailer. 
  
  Sunset Park RVs office hours as shown on ****** and a Bing Search show that Sunset Park RV is open M-F, 9am -2 PM.  **** limited staff at a small business, phone calls are sent to voice mail, often being answered after office hours.  As a small business, Sunset Park RV takes pride in the ability to be reached directly on our mobile devices.  Website messages go directly to the ** of Sales and Marketing and get responded to within 1 business day. 
  
  We are in the process of authorizing the payment to the dealership for Family Fun to repair the trailer.However, we would like to remind you that it is your responsibility to check the seals on your trailer every 90 days to prevent future leaks.
  
  We apologize for any inconvenience this has caused you. If you have any further questions, please do not hesitate to contact us.
  
  Sincerely,
  ***************
  ** Sales and Marketing
  ******************************************

  Customer response

  06/02/2023

   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.

*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. ↩