ComplaintsforAll Seasons R V & Marine

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a "brand new" travel trailer on 05/27/23 from this dealership. Upon arriving home, we found significant damage inside both wheel ***** which had obviously occurred prior to our purchase, and was not disclosed to us. There is significant damage inside both wheel *****, through the wood floors, into the foam of the floor. There is also significant metal and trim involved. We immediately reached out to our sales person and conveyed details of what we had found, followed by pictures. He verbalized that he would speak with his managers and find out what needed to be done. We got no response in the following day. We then emailed, called, texted, and left multiple voicemails over the next several days, without any response or resolution. We were finally able to connect with a staff person on Friday, June 2, who brought the service manager in. He offered to ***************** back to make repairs, or find a shop local to us to do the repairs, claiming that this would make the trailer "good as new." We called back and explained that for the full asking price of $40K, we didn't want "good as new," we wanted new; which is what we were promised and agreed to purchase. The burden of ensuring this trailer was in brand new, saleable condition fell to them, and sending itnout as it was was either grossly unethical and dishonest, or a significant oversight on their part. Regardless of which, we asked that they bring this trailer back in and purchase it back, and sell us a trailer that was, in fact, whole and new, without previous defect or damage. Despite being the honest and right thing to do, recognizing the error and oversight they had made, they have stated that this would not be cost effective for them, as they would not be able to sell this defective trailer as new again. I hardly see how this is relevant, or our burden to bear, as they had no qualms about selling this trailer to us as being in "brand new" condition, which it clearly was not.

  Business response

  06/04/2023

  Better Business Bureau
  ID # ********
  Customer. ***********************
  
  Dear ********************** Resolutions Specialist,
  Thank you for giving All Seasons RV & Marine the opportunity to respond to the complaint filed by ***********************, *****************************************************************. Mr. and ************* purchased and took delivery of a New 2023 Forest River Surveyor 260BHLE on May 27th, 2023, for the sale price of $36875 plus tax & license fees. Mr. and ************* had originally shown interest in a like unit on 5/13/2023, but that unit had been sold. We were able to get an exact match to the 2023 Forest River 260BHLE from another certified dealer for the same price. The Bains were aware of this and were appreciative. Please be aware of the following facts: neither the original dealer, All Seasons RV & Marine and or the Bains noted or were aware of any damage on the New 2023 Forest River Surveyor 260BHLE vin # ***************** prior to or while taking delivery. Mr. and ************* signed both the Factory Forest River delivery form (which included exterior and interior fit and finish confirmation) and All Seasons RV & Marines own internal form verifying the customers complete satisfaction with the unit and its condition (Please see the signed attached forms). The 1st record of contact from the Bains that All Seasons RV and Marine was aware of was Thursday, June 1st. On Friday, June 2nd, the Bains were contacted by one of the owners, ***************************, and our service manager *********************. It was explained to them that we would let them know Monday, June 5th what time we would come to their home in **************** (approximately 200 miles from **** **) and pick up the unit to repair it and then return it after completion. Important to note that All Seasons RV & Marine is under no obligation to repair the unit because under the circumstances, we have no way of knowing when the damage was done or who is responsible for it. It is assumed from the pictures sent to me from the Bains on June 3rd , the damage was caused by a tire blow-out.
  As has been the case for over 40 years, customer satisfaction is paramount. All ******************** RV & Marine is truly sorry for the Bainss unfortunate experience, but we feel we are going above and beyond to remedy the situation. Since we have become aware of the issue, we have immediately responded to their concerns and needs. As we discussed with them this weekend, we will contact the Bains this coming Monday 6/5 to schedule a time convenient to them to pick-up the unit and repair it at no expense to the Bains.
  
  Thank you,
  *****************, co-owner
  All Seasons RV & Marine
  

  Customer response

  06/04/2023

   
  Complaint: 20141065
  
  I am rejecting this response because:  It is filled with untruths and lies.  Shame on you All Seasons.  There is nothing honorable or stand-up about how you are managing this.  You most certainly do not deserve your A+ rating you so frequently mention, as it pertains to this transaction.

  First, I am happy to provide repeated text message transcripts between myself and sales associate ******, proving that he had full knowledge and photos of the damage described early Sunday morning, May 28th.  ****** and I spoke again by telephone early Tuesday morning, May 30, where he assured me that those that needed to know were aware and would be in touch with me.  Additionally,  I can provide phone logs showing multiples additional calls to the dealership in an attempt to get someone on the phone to discuss these issues.  And, if the dealership was being honest, they would find multiple phone messages left with the receptionist and on the voicemail box of ********************* before they finally decided to deal with us on June 1. 

  Additionally, as previously mentioned, the very first thing ********************* did upon getting on the phone with me was to apologize for the condition the trailer was delivered to us, and for the tremendous oversight.  As was also discussed with the dealership, the damage to the wheel ***** has evidence of time and moisture since the damage, with significant rust.  There has been ZERO precipitation since we collected the trailer that would cause that degree of weathering.

  Upon reviewing the photos on ******* website (where the trailer was transferred to All Seasons from), it is apparent that the same piece of metal/fiber that is currently hanging down on the trailer was hanging down in those photos as well, proving that the damage predated our purchase. 

  Lastly, if this damage had supposedly happened from a blown tire on both sides of the trailer on our way home, miraculously without causing any other damage to the trailer or our vehicle, and without evidence of highway patrol report, or use of roadside or towing services, then the repairs would be 100% covered by Forest River and the tire manufacturer warranty, so would be a non-issue.  We welcome an investigation/evaluation of the damage by a third party to speak to the actual cause and timing of the damage.  If All Season is such a stand up company, so convinced of their innocence and our deceit,  I would think they would welcome this opportunity to show they are without fault or responsibility. 

  
  Sincerely,
  
  ***********************

  Business response

  06/08/2023

  Dear BBB,

   Thank you giving All Seasons RV & Marine the opportunity to respond to this complaint. Please be aware that All Seasons RV & Marine has offered the Bains a 5 year extended warranty at no charge to them. We have also offered to pick up the unit, take it to the Forest River factory and have them (Forest River) do the repair. This is all at the expense of All Seasons RV & Marine. As we have stated before, we have no obligation to do this. The ****** appear to be "locked up" and are only giving ** one option, which is to buy the unit back.  We have already explained to them that is not an option for us. This is the best we have to offer them and hopefully they will accept soon.   We have been in daily contact with them.

   

  Thank you,

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

  Customer response

  06/13/2023

   
  Complaint: 20141065
  
  I am rejecting this response because:  I believe this response was delayed in it's delivery, as it was received at 2:45 pm on 06-13-2023, and we have since been able to come to another agreement/solution with *********************** with All Seasons.  They (All Seasons) are going to cancel the original sales transaction for this trailer with damage, and all monies and documents sent to DMV/DOL for licensing and registration fees have been requested cancelled/returned to All Seasons.  They have indicated they will pick up the trailer from our possession on 06/14/2023 in exchange for a check made payable to the bank, so that all monies paid will be returned to the bank, with sale dissolved.  We continue to be extremely grateful and appreciative of ****'s continued willingness to talk to ** and work with us to come to a satisfactory solution.  It was a hard situation for everyone involved, but he really saw this through until the end, and we thank him from the bottom of our hearts.  
  
  Sincerely,
  
  ***********************

*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. ↩