ComplaintsforCampers Inn RV of Charleston, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a camper from campers inn, when I purchased the camper they said that parts had been ordered to repair camper. The camper was delivered the very next day so I figured the repairs had been done. Months later they informed me the parts were in and to bring it in to be repaired.when I purchased the camper I informed them I did not have a vehicle to pull the camper, and since the repair should have been done before they delivered it in the first place that they would have to pick it up to do repairs. After they picked it up it took over a month to do repairs and only after many un returned phone calls I contacted their complaint department. They returned camper with dented slide out which had been knocked off of the track and was damaging the floor when it was retracted. and the electrical system had gone haywire and wasn't working, so they came and picked it up again, after weeks of no information, I had to contact the care team again, again they brought it back with very little done. They were supposed to supply me with paperwork on every thing that had been done but I have never received any paperwork, and now they tell me it has been fixed, so now I am left with a damaged camper, that I have to guess at what has been done. All I ever wanted was the damage that was done when they had it to be repaired. There is more to this story but hopefully I have written enough to begin some sort of resolution to this issue.

  Business response

  07/03/2024

  Mr. P****** purchased his camper in October of 2023, and at the time of delivery the items that needed to be repaired were 1. furnace blower wheel was broken. 2. Stovetop light was inoperable. 3. Tongue jack light was inoperable. 4. stabilizer jack was not working, and 5. the furion fireplace remote was missing. Those items were repaired on work order 337010349B. In May of 2024 (7 months after taking delivery) he complained that the lights get dim when he runs the slide in and out. Found that the battery had low voltage. We replaced the battery with a new battery instead of just charging his battery to avoid further issues. He complained that there was an interior wall panel that was coming loose inside the living room slide. It was resecured. He said that the slide is dragging on the floor. The slide was out of adjustment, so it was adjusted so it would not drag the floor, and the flooring was repaired by a 3rd party flooring company. The slide was not dragging because of the dents in the siding as he indicated. It is unknown how the dents got put in the slide but from looking at the dents that were at the same height 85 inches apart it appears as though the slide was opened and struck something. It is unknow when, where or how the slide siding wsa damaged but he claimed it happened at the shop. Having no proof otherwise, siding was ordered pending repairs that would be completed free of charge. The dents are minor and cosmetic and did not cause structural damage. The new siding piece was ordered, and we are waiting for it to arrive. He further complained that the pinch trim is coming out of their slots. That was repaired as well. All of the things that were repaired were NOT covered under his extended warranty and all cosmetic in nature. He requested his camper back, and we explained that everything on his list is completed except for the siding. No work order was provided because it is still active as we are waiting on the metal. He said he needed it back because he is selling it. We provided transportation back and forth from his residence free of charge, which is very uncommon. We have gone completely over and above repairing items not covered by warranty 7 months after him taking delivery of his unit including transporting free of charge. 

  Customer response

  07/12/2024

  
  Complaint: 21927100
  
  I am rejecting this response because: In response to the business's response. They say nothing about ignoring my phone calls for weeks . they only had to haul camper because of their having delivered it before repairs had been done originally, then they caused damage somewhere between my house and their shop. When returned floor had not been repaired, slide out is still causing damage to floor. When I purchased this camper I bought the warranty that they said covered everything, so now they are saying nothing they did was covered.
  
  Sincerely,
  
  Tom P******

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2017 Winnebago Aspect 27K on 1/12/2024 Purchased a 255 Peace of Mind inspection for $995 I requested a copy of the 255 items on the inspection. They provided me with a much shorter list of items I have three items that I requested to have resolved after the purchase The roof Air Conditioner is making a loud noise. This was "Repaired" after I pointed it out. Once I got home it is making the same loud noise. Wrinkles in the roof. Obviously this was never inspected or written on any report. Hissing sound from the motor. Campers Inn said that they would assist with these items and have not followed up. They never provided me with a list of the 255 items from their POM inspection. I do not believe they have one or they would have sent me a copy. I would like these items taken care of. I would also like a copy of the 255 items that were inspected. They did provide a very short version but it is far from 255 items. I believe that this is false advertising. Any assistance yo can provide to resolve this would be greatly appreciated.

  Business response

  03/05/2024

  Mr. L*** bought a 2017 Winnebago Aspect from us January 12, 2024. He lives in West Virginia. He started sending me emails about why he had to pay $995 for the “peace of mind inspection”. I explained to him what the inspection entails, and even sent him the check list we use when doing the PDI. He wasn’t happy. He said that his roof was wrinkled. I explained why that is normal, and even sent him screen shots and links the Dicor’s website which covers the wrinkles in detail on their FAQ page.  He then told me that he hears a hiss coming from the engine. I told him he would need to contact a Ford dealer close to his home to have that checked. He wants me to call around Hagerstown MD, Martinsburg WV and Winchester WV to find him a Ford dealership that will diagnose the problem. I was unable to contact a suitable dealer as we do not have a supporting dealer and do not know the area. I’ve tried to appease him the best I can. He has become very unreasonable with demands and deadlines and threats of writing bad reviews, report us to the BBB and calling an attorney. At one point he accused me of “slipping in ‘as-is’ form with his paperwork. I told him the service department doesn’t handle the sales and finance paperwork so I could not address that.

  Customer response

  03/08/2024

  I am rejecting this response because: 

  What the dealer states is not untrue. What they are not understanding is the following 
  - I live 535 miles from this dealership
  - I did have a video call with the dealer which was very much appreciated.
  - I did ask the salesman if there were any additional fees charged and he said no.
  - Upon receiving the draft contract there was a fee listed for processing 
  - I drove my 32-foot travel trailer the 535 miles to trade for this vehicle that I never inspected or drove
  - I did indicate that I needed to drive the vehicle prior to signing any of the paperwork.
  - Upon arriving we did a test drive and the dealer inspected the trade and asked me to meet with the finance department to sign the paperwork which I did.
  - I did sign an as is form without thinking that I should have first personally inspection the RV with the tech and reviewed the 255-point inspection report.
  - Upon inspection with the tech in the rain, I noticed a loud noise coming from the AC unit. The tech said he needed to get up on the roof and service the unit and that it would take 30 minutes. 
  - I did get to see the roof but did not walk onto it since it was rather dangerous to do in the heavy rain
  - Since I was very hungry from my trip, I went to get a quick something to eat.
  - The salesman called me to say the unit was fixed and ready to go.
  - I came back and the AC was running and appeared to be fine.
  - On my 535-mile return trip home the motor had a loud hissing noise.
  - Also, upon returning home I looked out my second story window of my house at the roof of the RV and saw three wrinkles and the potential of two places with obvious concerns that should have been noted by the tech.
  - Since I had these three concerns – loud sounding AC, hissing from the motor, and wrinkles and possible tears in the roof I then inquired about getting a copy of the 255 areas from the inspection that were to provide me with peace of mind that I never received.
  - My concern was that these issues were not discovered or reported from an inspection.
  - After several attempts I finally received an inspection report which was helpful.
  - My issue is that the dealer committed to doing a 255-point Peace of Mind inspection which I paid for and they can not produce a list of the 255 items that was checked and if they missed something as simple as the AC unit what else did they miss.
  - The dealer after my pressing did provide the 255-point checklist.
  - The recent inspection report is lacking detail – no information regarding the vehicle, most items are not checked and there is no way to verify if they were inspected, there are no signatures or review of the form with the owner.
  - In my follow up conversations with the service department manager, it was requested of me to provide my zip code so they could find a Ford dealer to look at the motor noise. I did share that there are three communities near me that have dealerships. I heard nothing back.
  - I am asking that my RV would be taken to an RV dealer and that the AC unit and roof be inspected and a report be shared and repairs if any, be made.
  - I am also asking that a certified Ford Dealer would run some diagnostics to identify the hissing noise.
  - My point is this – I purchased a $72K RV in good faith that a 255-point inspection would take place to give me Peace of Mind. A small version of a report of what transpired has been provided. 
  - How can I not be upset about this? 
  - Yes, because the dealer did not follow through with the three items, I requested I did threaten bad reviews and contacting the BBB and possible legal action.
  
  Sincerely,
  David L***

  Business response

  03/19/2024

  The inspection check list was provided to the customer. The items that were found during that inspection were added to job lines in a prep work order and repaired. The related work orders were also provided to him outlining all the items that were found and repaired prior to him even coming to the dealership. The customer was provided an explanation of the roof wrinkles from the roof manufacturer's website with a clear and complete description of why the roofing material wrinkles and why they are normal. The unit had no leaks from the roof, thus no holes in the roofing material. The engine did not hiss and it was not brought to my attention. After explaining that this dealership is not equipped, trained or certified to work on OEM chassis, he threatened to call the BBB and social media outlets if I did not respond to him within five business days. From his email "I will give you five business days to respond. If this is not agreed too, I will not only write some bad reviews and report you to the Better Business Bureau I will engage an attorney to represent me against Campers Inn for false advertising and failure to complete a 250-point inspection." I told him he needed to take his coach to a Ford dealer for the engine hissing noise. I told him I would help him; however, he gave me a geographical area which contained 24 dealerships. Although I appreciate his situation, I have no ability to call 24 dealerships to find one, then schedule an appointment for him. I did not realize that he was totally unwilling to call his local Ford dealer to schedule service for which we would have paid the dealership for services rendered. I do not know what the hissing noise was (or is) and it wasn't brought to my attention after the test drive was completed prior to the sale and him completing his sales paperwork. 

  Customer response

  03/26/2024

  I have no problem contacting a local Ford dealer. I was asked to provide information on where I live. I simply would need to know what information to tell the dealer when it comes to the expenses?
  Also, no reference is made to having a tech look at the AC unit. I am more than willing to get the unit to a local RV dealer to have this done as well, and to take a look at the roof.
  Please provide me with details of how to proceed 
  Thanks
  Sincerely,
  David L***

  Business response

  03/26/2024

  We are more than welcome to work with whatever Ford store he goes to. Just have the Ford store reach out to Michael at our store and he will advise. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an RV and warranty from Campers Inn Sept. 2022. When we picked up the camper the compartment door keys were missing. They told us that they would have to order new keys. We got a call that the keys were in. We went to pick them up and they didn’t have the keys as promised. They said a new ticket would be made and the keys would be reordered. We have never received the keys. Last fall a water leak was discovered under the bathroom sink from a screw that penetrated the line during construction. The leak caused mold to develop inside the cabinet since last fall that is still there for us to be exposed to. We emailed pictures Campers Inn requested so they could create a ticket, submit a claim, and order parts for the repair. Someone at Campers Inn closed out both tickets earlier this year even though the work was never completed and we were never contacted. After many unreturned calls we spoke with Dan in Myrtle Beach Campers Inn. He said they have had many problems and were working on the issues. We were passed to Chris in Moncks Corner. He wanted us to bring the camper in so they could see it even though they had pictures and measurements from the email. I took the RV to Moncks Corner June 20th so they could “look” at it themselves. I was assigned to service rep Dan. Dan and someone else looked and took measurements. He said they would have to resubmit the claim and order parts to rebuild the cabinet. I called and left a message for Dan to get an update July 5th but didn’t get a call back. I called the National RV care(the warranty company). They informed me Campers Inn had filed no claims. I called Campers Inn the same day left a message for Dan. He called back and said they hadn’t heard anything back on the claim. I said that’s because you haven’t filed a claim. He said that’s all on me let me make it right. I haven’t heard anything from Campers Inn nor Dan since.

  Business response

  07/25/2023

  talked to Steve, parts are on order.. apologized for our lack of communication

  brett denver 

  general manager

   

  Customer response

  07/25/2023

  I am rejecting this response because: The business has apologized and promised many times before without following through. I'd like to keep this complaint open until my RV is repaired.
  
  Sincerely,
  Steve M*****

  Business response

  07/25/2023

  understand, will do.. brett

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new camper which was only used 3 times before we discovered a leak. We waited 3 weeks for a service appointment and then waited a month before they looked at it. They did finally agree that this was an issue covered by the warranty and assigned a claim #. It has been an additional 5 weeks and the camper has still not been fixed. The company has stopped corresponding via email and sends me to voice mail if I am lucky enough to get someone on the phone. We have been without the use of the camper for months and fear mold from wet insulation is accumulating and making the camper permanently unusable

  Business response

  03/17/2022

  Business Response /* (1000, 8, 2022/02/24) */ Mr ****** is correct it's been two and a half month since he dropped off his camper. The warranty process and parts can often take much to long. We are waiting for pieces of a cabinet that have not yet been received. The growth of Campers Inn Charleston, as well as the RV industry in general has slowed the process even more. I have spoke with Mr. ****** and he understands and would just appreciate better communications.

*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. ↩