Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  H363137**3238313831H transcribed from hard copy complaint form received via US Mail:I purchased trailer to live in because I lost my home back in June of this year because my girlfriend I lived with passed away. Her daughter sold the house.I went to the ** dealership and they showed me the trailer I have now. *************************** the owner of the place said it would take 8 to ********************************** a new one. The one on the lot was just to show.But it&#**;s the one I ended up with. Now it&#**;s falling apart. And he will not fix it.

  Business response

  08/20/2024

  Please see attached response 

   

  ** USA      August 19, 2024
  Reply to Better Business Bureau inquiry dated 8/15/24.
  Attention:  *************************
  *ispute Resolution Team
  ********************************************************
  
  Customer Reference:   ******************,  *********, **
  
  *ear *************************,
  Thank you for your involvement and hopefully assistance in resolving this matter.  Though we have made every reasonable attempt to assist *** *** with his camper he has prevented us from doing so.  *** *ays version of the events surrounding his purchase and service continue to evolve and his public statements are a approaching a level that could be considered injurious to our business.   To follow are the documented events for your review:
  *uring *** *ays shopping and subsequent purchase of his camper he and his brother looked at several campers over the course of multiple visits.  Upon settling on the camper in question I advised him it would take 8-10 days to get it into the shop, do the **** and prep it for him the take possession.   The P*I process is a Pre-*elivery Inspection that reviews every function of the camper to ensure everything is in working order.    It would not be possible to call the factory and order one to be built and have it delivered in 8-10 days.   *** *** was explained this during our first Post purchase meeting when he and his brother came in to advise us of some warranty service issues he wanted addressed.  At that time *** *** and his brother agreed that they may have misunderstood the 8-10 days comment.  
  *uring this meeting *** *ay Advised the service issues included:  1) Rescreening the window by the kitchen sink. 2) Fixing the plumbing access cut-out behind the toilet (*** *ay isnt happy with the aesthetics of the factory workmanship).  3) Secure the tub surround base.  & 4) Replace the * seal on the inside of the slide out as it had come off its track.  
  Our Service tech wrote up a work order dated 7/24/24 and advised Mr *** the seal replacement would need to be ordered. *** *ay agreed.
  At this time *** *** also stated he believed the camper to be a used one because the air conditioner filter was dirty and at some point he had to clean it.  Mr *** was shown the invoice and title work demonstrating it is not a used camper however Mr *** stated he did not believe us.
  On August 5th at or about 9:00 AM, ******************** contacted Mr *** and advised the seal had arrived and arranged to pick up the camper for service.  As *** day is living in the camper, the service department made extraordinary accommodations to assist him.  They arranged to pick up his camper at his camp site at 10:30 AM on August 7th, tow it back to the shop, assign two techs to quickly address his needs, and then return the camper to his site by 5 PM same day.  To additionally assist *** *ay, I advised there would be no charge for the pick up and delivery.   *** *** agreed and his camper was scheduled for service.
  On August 5th at or about noon, (2-3 hours after scheduling the service) *** *** and his brother came to the dealership and demanded that the service work be conducted at his camp site.  *** *** stated that he shouldnt be inconvenienced and be without his camper for a day (6.5 hours).  ******************** advised *** *ay that it would not be possible to bring two techs and every tool that might possibly be needed for the service out to a campsite.  Furthermore, unknown weather conditions and questionable power supply would hinder repair efforts.  Though the service efforts offered to *** *ay far exceed those normal in the industry, *** *** and his brother refused to accept them. 
  *** *** then showed me an ** Trader ad featuring the same model camper he had purchased.  *** *** purchased his camper for $18,995, on June 27th (40 days earlier).  The ** Trader ad was placed as a sale price $16,995 by our Norwalk **** location, and available only through ** Trader.  It was not on the ** USA web site, nor was it offered at the ********* location.   ******* is also in a different economic region therefore pricing may vary as pricing does regionally in most retailers across the country.  *** *** negotiated the price of his purchase to $18,995.  A month earlier the same model was sold for $21,995 at the ********* location.   *** *ays demand to be paid $2000 for an offer totally unrelated to his agreement is clearly unreasonable. 
  The facts around the pricing of the ** Trader ad were discussed with *** *** and his brother however they were not satisfied.  Both raised their voices to a shout and advised they would be filing a lawsuit. *** *ays brother advised that his brother couldnt afford an attorney but he could and he would be financing the lawsuit.   
  Once I was advised I was being sued, *** *** and his brother were asked to leave and that further communication should be through my Attorney.  *** *** was advised there are several other dealerships in the area that carry the same brand and that they would also address his warranty needs.
  On or about August 8th, *** *ays brother called and asked if he could come in and get the * seal that was ordered for the camper.   That day ******************** provided *** *ays brother with a length of seal that exceeded his needs.
  On or about August 10, I then received a certified, witnessed, and notarized, demand letter from *** *ay. In this letter he added new items for repair, reiterated his demand for $2000,  and returned to his claim that his camper is a used camper.  The repair items he is now surfacing were not existing conditions when he took possession of the camper and are most likely from his use of the camper.  Whether these new items are actual issues and covered under his warranty, or are items resulting from use or abuse would have to be determined by review of an authorized service department.
  In conclusion, at this time I am at a loss as to how we could have been more accommodating to *** *ay.  His demands are simply unreasonable and in light of his promise of litigation I am not comfortable continuing a business relationship.  He is welcome to contact the other Primetime dealerships in the area for his warranty work while I await his litigation.
  Thank you for your time and assistance.
  
  ***************************
  Owner, ** ***
  

  
  

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