ComplaintsforFun Town RV, LP

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new RV 2021 Milestone M1 on May 1st, 2021. We used it for first time in July. We had to leave our trip after one day as there were several things wrong. 1) water heater would not work on gas or electricity 2) there were pieces of trim falling off 3)there were approximately 20 spots that appeared to be water leaks all over the ceiling. We now know those were grease spots. We dropped it off to Fun Town RV on August 1st. We were told that it would be 6 weeks before it was looked at, so I asked them to add the Wineguard receiver while they had it as it had the unit on top and was pre wired with a sticker and plug on the ceiling and the receiver model noted on that sticker. In early October we were told that the trim has been fixed and the water heater fixed. I was told that the wires were installed wrong and thus came loose but it was fixed. They stated they had cleaned the ceiling spots and were just waiting the Winegaurd receiver. That arrived mid Oct, but when they went to install it, it was the wrong model. I advised I didn't want to wait any longer and asked that they told me the model was on the sticker and I should look there for the model. However the technicians supposedly looked at the sticker and they still got the wrong one. I stated I would just pick up the unit and we would install the receiver ourselves. The sales advisor then stated that the spots hadn't been cleaned, we were once again waiting our turn to be pulled back into a bay to be worked on. After they fix each item, they put it back out in "waiting for parts" and we have to wait our turn again. 11/2 ***********************************, our service advisor told us, that the spots hadn't been cleaned, they have to replace all the ceiling panels and we would be back in the "waiting for parts" lot with no ETA. Fun Town has had our unit much longer than we have, over 6 months now. We want an exchange for comparable model or a full refund and we will purchase elsewhere.

  

  Business response

  11/11/2021

  Thank you ***** for your patience. 

  I apologize that it has taken some time to get everything done. The supply chain is a bit slower than normal. However everything is fixed at this time and scheduled for pickup. 

  Thank you.

  Customer response

  11/12/2021

  Complaint: 16088546
  
  I am rejecting this response because: Their response was not accurate.   No parts were needed. This is not a supply chain issue and while it is easy to blame things on supply chain issues related to Covid, this was not the situation with this.  This was labor only.
  
  Regards,
  
  ***************************

  

  Business response

  11/19/2021

  Thank you for responding. 

  I have talked to the service personnel and they informed me that everything is fixed and you have picked up. 

  Please call us back if there are any more issues. 

  Thank you.

  Customer response

  11/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  This was still an absolute horrible experience and others should be aware of this if they choose to utilize this company.
  
  Regards,
  
  ***************************

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ******************************************* from Funtown. A few months after purchase the main big slide started malfunctioning. It has been at their repair shop 14 times, 12 of which were for the slide. It's now September, 2021 and the slide is still malfunctioning. Obviously it is out of warranty and I understand that. But it is not a new issue......it's been and ongoing issue since purchase. I have contacted them and they informed me that all repair costs would come out of my pocket. I'm not asking for anything special, just a slide that works. As it stands now, I have a $46k yard ornament. I have attached just a few of the service receipts.

  

  Business response

  09/23/2021

  Good morning, 

  Thank you for reaching out to us.

  I have talked to our service department and unfortunately it has been around a year and a half since we fixed the problem, tested everything in front of you and it all worked. We can not promise anything as we have yet to look at it or test it. 

  This is a 7-year old trailer and there could be multiple things that are causing your issue and we don't know how it is being used or stored. You can bring it in for us to look at, but we can not promise anything until we are able to diagnose. Please call in and schedule a time for you to bring it into service. 

  Customer response

  09/23/2021

  Complaint: 15889136
  
  I am rejecting this response because:

  The complaint was against the Cleburne facility. 
  I do realize the unit is almost 7 years old. However, six months after purchase my husband was diagnosed with cancer and passed away on January 10, 2017. So there was a lot of time that the trailer was not used. Every time we have tried to use it the slide malfunctions. And you are correct that its been a year and a half since it was in the shop. But the last year and a half has been an unpredictable one! With Covid (I work in healthcare), two more significant deaths in the family, etc. there was no time to take the unit out. Not to mention the parks being closed. Pull the records and see how many times and how long the unit was in the shop. Minimum of 12 timesand remember the part about the camper hardly being used.  Imagine how high the repair numbers would be if it had been used more. Its probably been on your lot longer than its been at my house. The roof was replaced at one point by Funtown and now the whole backend of the camper is trying to come off. On one visit we complained about a bubble on the outside of the unit wall. Service Tech noted the window was leaking and repaired it but you couldnt repair the outside wall. I could keep going with a list. 
  you mentioned that you dont know where its kept, etc. I can tell you it is and has always been in my backyard. Its not abused or treated poorly. If getting in and pushing a button to make the slide open is abuse, then yes, I am guilty. That is not the issue though. The issue is incompetent service technicians and a company with zero integrity. 
  
  Regards,
  
  ***********************

  

  Business response

  09/27/2021

  Thank you ****, 

  as stated in my previous response we would need you to bring it in so we can diagnose the problem. We can not have a answer in all fairness until we can look at it. 

  Thank you.

  Customer response

  09/27/2021

  Complaint: 15889136
  
  I am rejecting this response because:

  Quality Assurance informed me I would be responsible for any repairs. Therefore, I see no need in bringing it back to Funtown. I have a dysfunctional unit, its been dysfunctional since purchasing. Funtown lacks integrity and refuses to do the right thing. I bet if The Mayor had this issue with his personal jet he flies in and out of town, he would want it repaired also. I wont shop there again, I wont recommend this business, and Ill always share my story on all of the ** pages I use on social media. All I ever wanted/asked for was the unit to be operational. Nothing more,nothing less. 
  
  Regards,
  
  ***********************

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took RV to FunTown @ San Angelo **, on May 1st after making an appointment to get a warranty repair on Water Heater. I was told that it will be done within two weeks initially by service Manager. I keep calling on status of repairs and all they give me a lady named ****** (who is very rude)and a round around of why they have not done anything to it. Promising to be done on a specific week and nothing not even a courtesy call. My wife and I have to call to get any information . The longer this takes the answering service has gotten rude and unhelpful. I have been without my property for too long. 4.5 months is too long for repairs. I know it has to do with it being a warranty repair therefore its set aside for paying customers. But when I went there I was a paying customer.. What changed? What can I do legally to get it repaired and returned to me.

  

  Business response

  09/27/2021

  Good afternoon Mr. ************************ for reaching out to us. As I understand, everything is fixed and ready to go. 

  Please reach out if you have any further questions. 

  Customer response

  09/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a new 2021 Heartland Elkridge 5th Wheel from Funtown RV. After 2 weeks of owning the unit the A/C unit failed catastrophically. I took the unit in for repairs and it has been in the shop for 6 weeks and I still don't know when I will get it back. Below is a list of all the problems I've encountered with this unit. 1. Poor assembly during manufacturing causing wires to short out to front A/C unit. 2. Lights in kitchen not wired from factory 3. Hydraulic **** leaks oil 4. Awning does not retract properly.4. Coax cables not wired up correctly from the factory.5. Fenders loose and shakes going down the road. Note, I've made a total of 2 payments on this RV and it's been in the shop for both of those payments. Funtown is very poor at communicating and getting repairs done in a timely manner.

  

  Business response

  09/27/2021

  Good Morning ***************, 

  We have installed all parts that have come in but have ran into a few things that we are replacing. The trailer is usable right now if you need to take it out otherwise we are still waiting on a few parts. 

  Thank you

  Customer response

  09/27/2021

  Complaint: 15843869
  
  
  I am rejecting this response because: The unit has been in the shop for 2 months. I've made 2 payments on this unit and we have not really used it. The repair should be expedited and I should receive compensation for the payments made while the unit was in for repairs due to poor craftsmanship.
  
  
  Regards,
  
  
  ***********************
  

  

  Business response

  10/11/2021

  Good morning, 

  we have completed everything we can at this point. We are still waiting on some parts for the A/C to arrive. 

  Line 1:Front hydraulic leaking-Complete
  Line 2: Rear A/C no control at the thermostat -Waiting on parts no ETA yet.
  Line 3: Furnace will not cut off-Complete
  Line 4: Kitchen light doesn't work-Complete
  Line 5:Fire alarm went off, burnt smell-Complete
  Line 6: Awning not retracting all the way-Complete
  Line 7: Exterior coax cables are not connected to interior connections-Compete
  Line 8:Plastic fenders loose- Complete
  Line 9: Satellite in bedroom but not living room-Complete
  Line 10: Hydraulic **** repair-Complete

   

  Thank you.

   

  Customer response

  10/15/2021

  Complaint: 15843869
  
  
  I am rejecting this response because: kitchen light still not functioning and fender brackets not installed.
  
  
  Regards,
  
  
  ***********************
  

  

  Business response

  10/18/2021

  Thank you ****************, 

  I know we are a few days behind the BBB comments. I was just informed that they fixed those two items and you are picking up tomorrow. 

  Don't hesitate to reach out if you have anymore issues and we will be happy to help. 

  Thank you

  Customer response

  10/20/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  ***********************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an ** from them on 7/15/2021. The ** is a 2021 Columbus River Ranch 390RL. I was supposed to pick the unit up on 7/30, with intent to take it to Georgia on the 31st. Upon arriving at the dealer on 7/30 from Georgia with my trade in, I immediately noticed the issues I had found during the pre-purchase walk hadnt been addressed (trim in Kitchen, missing light cover, ceiling damage in Bathroom, etc) as well as the back up cameras (BUC) I had purchased werent installed on the unit. While they installed the **** I walked the unit with the Dealers pre-inspection lady, noticing it was hot inside she assured us that it would cool with more time. When we arrived to the ** site in Oklahoma we noticed a window that was broken and had been taped shut with clear tape. A/C not cooling as it was 90F inside the unit 24hrs later. ** has been in their service shop since 7/30. No ETA on fixing the A/C and have struggled to get responses. I have been living in a hotel in Georgia ever since.

  

  Business response

  09/22/2021

  Thank you **************** for letting us know this. 

  The AC unit being shipped by Airxcel from ******* has been received yesterday at 3:00 PM. The  trailer has been assigned to a service bay and the replacement AC will be delivered to the service bay today to begin installation. Additionally, you have approved a roof mount AC unit to be installed on your RV. The supplemental unit will be installed after the primary unit installation is complete. Also please note ****** and trim needed to address cabinet water damage in the kitchen area and an external storage compartment door approved by warranty is on order. However, we do not have an ETA for these items from the manufacturer, which we have communicated with you about.

  Customer response

  09/27/2021

  Complaint: ********
  
  I am rejecting this response because: I feel as if Fun Town RV is attempting to place the blame on the suppliers instead of taking ownership of their faults and issues. When they stated "AC unit has been shipped from AirXcel" it was only due to me taking it into my own hands to reach out to Airxcel Manager: ****. When I reached out to **** on the 13th, he made it clear that he hadn't been in contact with anyone from Fun Town RV about the need for a new unit and that it wasn't listed as a priority item. By end of day on the 14th, **** had found the A/C in ******* and had it scheduled for pickup later that week. 

  The communication with Fun Town RV is also very flawed. I rarely if ever get to talk to anyone in service when I call and am always prompted to leave a message with *************************** or *****************. However, they will almost never return your call, it usually takes calling the Service Technician's personal cell phone. The technician gave me his phone number due to the treatment from the management (giving the run around on information and status), however, even with the technicians periodic updates on the status of the ** I still need to talk to Management to discuss things like ETA of ordered items.

  Most recently, I was promised by **** that the ** would be ready for pickup on 10/2 minus the ****** and trim for the cabinet. On Thursday, ************************* called to give me an update on the warranty A/C, however stated he would have to call me on Friday or Monday to update me on the multiple other items on the work order as he didn't know the current progress or ETA of ordered parts. After no call back from **** by 11:00A, I made a call to Fun Town where no one answered the phone and I was forced to leave a voicemail with *****************. *** later emailed, but her email has lead me to believe they don't have all the parts they said they did to complete the job. After multiple phone calls to ****, ***** and *** I have yet to receive a call back and or an email response as to what parts they are waiting on and what they have been given as an ETA.

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

  

  Business response

  10/08/2021

  Thank you **************** for the response. 

  Here is where we stand on your repairs: 

  1) The replacement basement a/c unit has been installed. Line item completed.
  2) The water damaged ****** in the kitchen have been replaced. Line item completed.
  3) Storage compartment doors installation is pending receipt of the parts on Thursday 10/7/21.
  4) Deadbolt lock installation is pending receipt of the parts from Forest River. 

  As I understand, you will be picking up the *** We will install the parts we are waiting for as soon as they arrive. 

   

  Thank you.

  Customer response

  10/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  At the end of the day, Fun Town did complete the repairs only a few days from 3 months from the original purchase date. That being said, the lack of care from the FunTown Sales team was very disappointing especially with the sale of an RV that MSRP's for $116,000. 

  The service center's lack of communication was also disappointing and if it wasn't for the service technician reaching out to me directly, I am unsure if this issue would yet to be resolved. There is definitely some issues within the fun town management of the service center and sales center that need to be addressed. The most notable, the lack of following up and communication with the customer. Also, the fact I had to reach out to the manufacturer of the A/C myself to request a warranty A/C, get it sourced and shipped after over a month of them "trying" is utterly sad. 

  A few of the most helpful at *************** include, Technician (*******) and ************************ (******).

  If you purchase an RV from them, do a thorough walk through of the rig and don't take ownership if you find ANYTHING wrong.

  
  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. ↩