ComplaintsforFloyd's Recreational Vehicles, LLC

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Labor day weekend of 2021 we experienced a blow out that caused extensive damage to our travel trailer. We filed a claim with Progressive our insurance and we called ******************* because this is where we bought the trailer. We were informed the soonest they could get it in was the end of October. I asked how long it would take to fix it and she told us 2 weeks if they can get the parts in. We dropped it off on Oct 15th a week early. Insurance issued a check for over $8K in December. After numerous calls and services techs ********* ******** ******* and finally ****** in March we called to have the camper ready and a refund we were picking the trailer up since it was still sitting there un repaired. ******* promised was getting into the shop and would be done by April 11th at the latest. I called the 11th and they required more money because they pulled the underbelly off and found damage. Insurance sent an additional $4K. I called May 3rd and was told waiting for fresh tank every thing else was done. I called May 9th was told waiting for water line connector. Called May 16th and advised we are picking up trailer on May 21st. We get there and they forgot a ***** for the slide so it fell, the made gaping holes in the lower cabinet walls, left exposed wires, plumbing and water pump, left exposed gas lines, did not repair toilet, did not replace or reinstall the factory installed underbelly insulation, left off trim around the lower cabinets, left gaping holes in the floor for wiring and gas lines, when they reinstalled the lower cabinets they warped the paneling so drawers do not work properly and did not put the covers around the water pump, plumbing and wiring to protect from damage. It was just absolutely substandard work and probably not up to code. All of the so called extra damage they found should have been found upon initial inspection and estimate given to insurance first so the trailer could have been totaled. We were screwed.

  Business response

  06/20/2022

  Per the original estimate from the Adjuster, they did not find reason to open the underbelly to look for damage. the damage was centralized into one spot. After repairs were made, additional damage was found upon further inspection of the waterlines to the water tank. We then submitted for supplement repair order to insurance to fix fresh water tank. After Supplement was approved, and parts were ordered. Then we had to wait for parts to arrive before we could replace the tank. After repairs were made, customer came and picked up unit and signed off on repairs and took delivery of unit. We have not had any complaint since. 

   

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

  GM

  ******* RVs

  Customer response

  06/20/2022

   
  Complaint: 17254623
  
  I am rejecting this response because: I have complained to ***** at ******* the day I picked the travel trailer up I complained about the exposed wires and plumbing left hanging, and the missing panels under the cabinet that conceal the water pump, the missing insulation from the underbelly, the water that was leaking in around the slide out and when I tried to close the slide the top fell in and the bottom stayed out.  ***** did have someone come fix the slide right then but the rest I was told by ***** she would order the panels, trim and the toilet seat that was missing the top and was not mounted to the toilet.  I did find the top under the pass through but it is still broken.  I am wondering if *********** looked at the video walk through of the shoddy work his service department has done to my travel trailer.  How do you explain the fact that when I tried the drawers they do not open properly and if you look at the side you will see that it was not reinstalled properly.  How do you explain the lack of attention to detail.  We bought this trailer from ******* and expected the same treatment from the service department that we received when we bought the trailer practically new.  It still had the plastic on the matteress.  ************ you are blind if you think your service department is not lacking.  I requested to speak to a real manager several times and was told someone would call me back.  It never happened. I will continue to complain to anyone who will look at my photos and videos and think by any means this is quality work. If I did this type of work in my industry I would not have a job for very long.  So ************ I reject your response and suggest you get your facts straight before you assert that we have not complained about our service at Floyd's 
  
  Sincerely,
  
  ***********************

  Business response

  06/21/2022

  ******************* the Service Manager will be reaching out to the Customer to see if there is a resolution that can be discussed. 

  Customer response

  06/21/2022

   
  Complaint: 17254623
  
  I am rejecting this response because:  I am still waiting on more information from ***** concerning exactly what ******* will do to remedy this situation.  So we are still negotiating.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a keystone travel trailer from ******* in May of 2021. After endless issues with the trailer that were never addressed by their service department after false promises of being fixed we made the choice to cut our losses not only financially but also with the company we had high hopes of. In September of 2021 we had decided it would be best to list it for consignment, the trailer was sold in November, the loan was paid of December 7th. The dealership recieved the pay off notice before we had. Here we are nearing 6 months from pay off and countless unanswered phone calls and emails later we still have yet to receive our gap warranty, that according to the manufacturer Keystone had never been started due to all of the issues we had from day one, refund from pay off. I have never had so many issues with a company not holding up to their end of their business promises.

  Business response

  04/28/2022

  To Whom It May ******************** you for bringing this to our attention! We understand that our Finance Manager has reached out to the customer, addressed the issues, and has acted accordingly to fix all issues. The customer seemed content with the solution, and all seems to be well. Please reach back out if any other issues arise! 

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband took our brand new camper (purchased May 2021) in for work due to the radio not working. This was the 1st or 2nd week of August 2021. We were told it would not take very long for this to be resolved. By the 2nd week in October, we still did not have our camper back and had to go and pick up ourselves only to see the work had not been done. There was stuff missing from our towing kit, which they replaced that day. We then took the camper back in the 1st week in February 2022 for the same issue, along with 2 other issues. My husband was quoted a 3 day turn around for the fixes. The employee who wrote up the work order did not place everything that needed to be done on the work order, which we found out when we picked up the camper the 3rd week of March 2022. When we went to pick the camper up, the radio was fixed, and they had corrected one issue with the shower, however, they left shavings and clean up in the shower pan. The work order should have said to fix the shower door as well. After reading what the gentleman did in order to fix the bottom of the shower area, he should have noticed that the door was an issue as well, since his comments are that he took the door off. We waited around for almost an hour only to be told they might get to it that day. They had the camper more than enough time to get everything done and return it to us clean. Also, the cover for our battery was missing and the lady went "looking for it". It was replaced that day as well, but it may have been at the expense of another customer. We have not been offered any compensation for any of the inconveniences we have experienced with the service department. If I had known this was going to happen I would have gone to Camping World or some other RV place, but we chose ******* because our friend recommended it. I need to know if I can move my warranty to another RV service center that is not ******* so I can get the work corrected while still in warranty.

  Business response

  04/01/2022

  To Whom It May *********************** want to thank the customer for being patient while we resolved this matter. We understand that the customer has been contacted by our manager and the issue has been settled and the customer is satisfied. If there is any other matter that needs to be addressed, please do not hesitate to reach out! Thank you. -*****************************, Customer and Staff Relations Specialist at ******************

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2009 RV to Floyds RV service early July 2021. Person I dealt with was ***** and we walk the bus which had hail damage from the storm we had late February 2021. I told ***** what needed to be repaired on it and on the back was a back cap on passenger side.and nothing on the roof was to be done other than place a fan which I already had in the *** We get occasional calls from ***** with excuses we usually had to do the calling with promises in return. None of the promises that were made us happened . November 2021 We went up there found out ***** was no longer there because she told lies to customers lack of communication and run around etc. etc. I then dealt with JJ and she apologized for delays and took us over to look at our bus which was in the bay. She said they were getting ready to do the roof And *** said I gave no authorization for the roof to be done ***** knew from start. While there I met with ***** he was in the body shop area he had everything off the roof and I asked why and he said to do the roof I said no you are not to do anything on the roof told ***** and our insurance agent I was going to do that. At one point JJ said she got authorization to remove Labor for the roof since we did not approve it. Now March 3, 2022 after Ive made numerous phone calls and contacts ******* called said that *** gave a verbal approval and that counts as approval for the roof so he will be responsible for paying the whole **** and that was per her general manager ***** burn. We ve canceled several trips. I do not believe I owe for that roof theyre saying they have a verbal approval from me , Id like to hear it I do not for the life of me see why I wouldve said that seeing as Ive done the roof before myself. Why Would I want the roof redone if I already asked them to replace the vent.

  Business response

  03/04/2022

  To Whom It May ********
                  We appreciate this situation being brought to our attention. After further investigation, the unit was brought in for insurance work for roof and body hail damage, and both were approved through the ********************  We did not replace any parts on the roof, just resealed it. As our employees were removing the attachments and seals, the customer told them that they did not want the roof to be replaced. The customers **** will be adjusted accordingly, and we will present a new repair order to the customer for payment for the correct balance due. We apologize for the initial misrepresentation of charges. -*****************************, Customer and Staff Relations Specialist at Floyds RVs.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gave them a $500 refundable deposit to hold an RV for us. Then they told us financing did not go through for unknown reason. Over a week later we do not have our refund of $500

  Business response

  02/14/2022

  Hello *******! We apologize if there was any miscommunication on our end. Your refund was sent on 2/12/2022. Thank you for your honest feedback because this helps us grow as a company. If you have any additional questions, please reach out and we would be happy to help! 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a travel trailer from ******************* in Norman in February 2021. I have been battling them since to get my warranty work completed.

  Business response

  12/29/2021

  Hello to all readers. According to our Service Manager, the customer has had numerous warranty tickets with lengthy repairs. Many of which seemed to be customer error complaints. Our manager personally spoke with her last week and made her an appointment for service in January, and  assured her she would personally make sure all of her repairs were completed and go through the unit with her when repairs were complete. She wanted to trade the unit in so the service manager gave her information over to the sales manager, who, in turn,  gave her information back to her original sales person. We have done everything that we have needed to do before this complaint was submitted. We would love to continue to work with this customer, and am grateful for an opportunity to better our business. 

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a camper in june 2021. I have yet to receive title for the purchased camper. ******* sent off for title in Aug of 2021 and have not followed up with me or the bank it is filling with. I have spoke to several employees ***** in tag and title who dosent have answers on were my title is. Spoke with a ****** who is a sales manager that a lawyer has been contacted due to the lack of effort and information that was given to my self from tag agent and local tax commission that a hold has been in place from previous owner and ******* new this and allowed me to finance this camper without a title issued to them in the first place. I would like a title issued to me or to have ******* purchase back the camper for my total finced price I owe on the camper.

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