ComplaintsforCampers Inn RV in Philadelphia

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new Cruiser Embrace Travel from Campers Inn RV of Philadelphia (********). The unit was delivered by the dealer for a fee as we did not have an appropriate tow vehicle. The unit was delivered with a defective refrigerator and a damaged retractable awning. Despite having the original manufacturer warranty, and having purchased both an extended 5 year warranty and a field service plan we have not been able to arrange for service to remediate these issues despite working with both the dealer and the field service company. The only option we received from the 2 of them was to pay up front for the "free / included " service call that is not free and will cost me several hundred dollars and to pre-purchase a new fridge and parts for the awning and "try to have the warranty company pay" me back for the expenses. Upon calling the warranty company we were told it would not be covered as it is the responsibility of the dealer and / or the manufacturer for the first year at least. Additionally, we never recieved a remote with the built in TV, and upon requesting it from service we were told our request had to be emailed over, only to have our emails returned as blocked??? I went to the location and patiently waited several hours and to have a few brief conversations in between other, more pressing to them matters requiring their attention. I left with promises that it would be resolved only to be later told they could not help me. This unit was only in use for 2 weekends now. We paid $50,000 for this and it is not properly serviceable. 3 different documented product protections, all kinds of verbal promises, and nothing is being done.

  Business response

  05/11/2022

  BBB complaint reply from Campers Inn of ***** complaint # ********
  
  ******* **** contacted Campers Inn about the refrigerator not working and a problem with the awning on his new 2022 Embrace travel trailer.
  
  ********'s trailer is new so most failures are covered by the factory warranty. He also signed up for an extended warranty and ******** road side assistance coverage.
  
  Do to the fact that ******** has his trailer parked on a campsite the services available to trouble shoot and diagnose his refrigerator and awning failures would need to be handled by a Mobile ** Service which the service call is covered by the ******** policy ******** has on his trailer.
  
  The diagnosis and repair needs to be paid by the owner of the ** and then submitted to and authorized Cruiser ** dealer to submit for warranty approval and if the repair is determined to be warranty the ** owner (********) gets reimbursed once we have been reimbursed by the manufacturer (Cruiser **).
  
  My understanding is ******** did not want to pay the Mobile ** Service tech to trouble shoot the problems with his refrigerator and awning up front and wait for the warranty approval.
  
  We made the offer to ******** that if he would remove the refrigerator and bring it to us we could trouble shoot it and repair or replace it and we did end up replacing it at no charge to ********.
  
  The problem with the awning was not addressed because photos ******** provided and his description of the failure was not consistent with a mechanical failure but more like wind damage that could have happened if the awning was left open during inclement weather and ******** should pursue a claim with his physical damage insurance policy on the Cruiser Embrace trailer.
  
  As far as the remote for the ** it was in the trailer when we prepped and tested the trailer for ********.
  
  Campers Inn never blocked ********'s emails, I am not sure if we even have the ability to block emails.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I sent a down payment on a RV, that they had coming in (No special order) 10,000. I had health issues and cant buy it. I emaild them 6 week ago and they said the check comes out of there Fl office and they are a little slow.I have been emailing them with no replay now.

  Business response

  01/06/2022

  *******,

   

  ********************* gave us multiple mailing addresss so we mailed the $10,000. Check to the *********************************, Reading, PA  ************** address that was on his purchase agreement. That check was mailed from our accounts payable office on or around November 22, 2021.

   

  We were not aware that he did not receive the check and surprised that he would not have a mail forwarding address registered with the post office.

   

  We have subsequently sent out another $10,000. Check that I believe ************** received.

  Customer response

  01/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I did not receive the check as of 1/6/2022. When did they send it ???

  I gave them my correct mailing address 2 times they mailed it to wrong address. 
     This is the problem if they mailed it did not use the address that I told them to send to. Then  I gave them the correct address for second time and still no check......  

  Regards,
  
  *********************

*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. ↩