ComplaintsforGypsy Road RV'S

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a Travel Trailer with the understanding that this dealership did a 25 point inspection and guaranteed everything was functioning and I could move in and be self sufficient. After the purchase and getting it home I immediately had problems, the trailer had plumbing problems from a freeze. The dealership has ***** rigged everything they have fixed so far. I have been dealing with this problem for 2 months and haven't even made the second payment to my bank for the loan. The first time they took it in to fix it it took less than 24 hours and again I immediately had more leaks and plumbing issues. So they send a technician to my home and he replaced a few small parts. Everything seemed fine until I had to leave in the middle of the night because of a propane leaks in 2 places. At that time we also noticed the toilet leaking still. So they again pick up my trailer and take it return it with in 48 hours. Read me a list of things they fixed and checked. Guaranteed there was pressure test and leak test done on water and propane lines. Upon my inspection after they returned it for a second time my toilet was still leaking. I have had this fixed by a professional. My complaint is they sold this trailer knowing full well it sat between their buildings during the hard freeze we had in Lubbock early this year. The trailer was frozen when they took it as a trade and never did any 25 point inspection before selling it to the first person who looked gullible. The technicians they use are not certified to be doing any of this work and the service advisor has no clue. I like this trailer which is why I fixed it with a professional. It is my belief that I paid about 10000 too much for this trailer. My credit union has been very supportive but also feels I paid too much. Not expecting a refund but to prevent this type of thing happening to anyone else. I had a terrible experience with them and feel taken advantage of.

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/05/02) */ To Whom It May Concern, The travel trailer in question was purchased by our dealership on January 31st, 2022. When it was purchased, we had our technicians to proceed to do a full water check on the unit as well as check all appliances and perform an LP leak test to ensure that this trailer would be ready to go. Once these steps were performed our technicians then re-winterized the trailer, since it was still winter, to ensure that nothing bad would happen. All these documents are attached for your review. Ms. ****** ****** came to the dealership and purchased this unit on the 16th of February; it is protocol in our dealership that when the trailer is purchased and a walk through (were we show the customers how to operate the appliances and work their travel trailer) is performed that the trailer being purchased is hooked up to water and electricity to show the customer that everything is in complete working order. Ms. ****** when signing all paperwork with our finance manager also signed a form stating that she understands that she was buying a used trailer that is "As Is". This form is also attached for your convenience. The first time that our dealership was informed that Ms. ****** was having issues with her travel trailer was March 24th, 2022; a little over a month from her original purchase date. She called the dealership and stated that she had noticed a small leak by the kitchen sink and toilet, which after she "tinkered" with it turned into a major leak and was worried it could ruin her trailer. Out of courtesy of our dealership we sent two technicians to her home to pick up her travel trailer and bring it back to the store so that they could diagnose the issues. Upon inspection they noted that the original water lines to the sink and hot water heater had been cut to install a water purifier, which was not there before the trailer left. They also stated that the issue with the toilet was a broken gasket and flange that they were able to replace. After fixing all lines we left water hooked up to the trailer over night to ensure all leaks were fixed before returning Ms. ****** her trailer. This total repair cost our store $475.54 in parts and labor that we did out of courtesy. The second time that our dealership heard from Ms. ****** was April 15th, several weeks later. She informed us that the toilet had a small leak on the back again and that the night before her CO2 detector had started to go off due to an LP gas leak. We informed her that we would do one last courtesy call and pick up her trailer and fix these issues on our bill one last time. Once she agreed two of our technicians went to her home and once again picked up her travel trailer to bring it to the dealership and diagnose the issues. Once her trailer arrived at our lot we found that the female fitting that threads to the back of the toilet was stripped so we replaced this part. After running an LP gas leak test, we found that 1) her CO2 detector was out of date and replaced it with a new one, 2) found that the propane regulator on the stove had been undone so we replaced it with a new one, and 3) found the regulator for propane at the tanks themselves was faulty so we replaced this part as well. These repairs were done in one day; however, we kept the trailer for an extra day so that we could run water and propane tests through out the trailer to ensure everything was fixed and before returning the trailer to Ms. ******. This total repair cost our store $573.96 in parts and labor that we once again did out of courtesy even though she had signed an as is form. Upon returning Ms. ******'s trailer she stood in her driveway refusing to let our technicians drop the trailer off until she had spoken with management. When she called the dealership our office manager spoke with Ms. ****** who stated that the technicians showed up to her home, and without going to the door to get her, dropped the trailer in the street and left. When our office manager called the technicians to tell them to turn around and place it in the driveway not the street, the technicians used face time to show that they were in fact still hooked up to the trailer and were dealing with an irate Ms. ****** who was yelling at them from the driveway. After about 30 minutes had gone by, she finally agreed to move her vehicle so that our technicians could place her trailer in the driveway. The last that we as a dealership have heard from Ms. ****** was on the 21st of April when she called stating that her trailer was "not up to par" and that she needed us to give her parts for it. It was at this time that we reminded Ms. ****** of her as is form and that we are no longer doing courtesy calls for her since we had ensured that the trailer was in working order both times before returning her trailer to her. We have tried to be kind and courtesy and work with Ms. ****** as a customer and individual, however, she has constantly blasted defamation about our company across all social media platforms and has called several times with each phone call leading her cussing out employees who are attempting to help her. We as a dealership understand that her travel trailer may not be living up to her expectations, but it is also a used trailer and like used cars sometimes have problems. But I can assure you that my technicians did very thorough checks of the trailer when it was purchased, again when it was sold to Ms. ******, and each time afterwards when they picked the trailer up to fix issues. Business Response /* (1000, 9, 2022/05/02) */ ***Document Attached*** Consumer Response /* (3000, 11, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) My response to this response from Gypsy Road is that this is a falsification of the actual true events. Please see attached PDF files for my response and exhibits. My response does not fit within this platform. And must include personal information that cannot be posted to the public. Business Response /* (4000, 14, 2022/05/11) */ To Whom It May Concern, The travel trailer in question was purchased by our dealership on January 31st, 2022. When it was purchased, we had our technicians to proceed to do a full water check on the unit as well as check all appliances and perform an LP leak test to ensure that this trailer would be ready to go. Once these steps were performed our technicians then re-winterized the trailer, since it was still winter, to ensure that nothing bad would happen. All these documents are attached for your review. Ms. LeeAnn ****** came to the dealership and purchased this unit on the 16th of February; it is protocol in our dealership that when the trailer is purchased and a walk through (were we show the customers how to operate the appliances and work their travel trailer) is performed that the trailer being purchased is hooked up to water and electricity to show the customer that everything is in complete working order. Ms. ****** when signing all paperwork with our finance manager also signed a form stating that she understands that she was buying a used trailer that is "As Is". This form is also attached for your convenience. The first time that our dealership was informed that Ms. ****** was having issues with her travel trailer was March 24th, 2022; a little over a month from her original purchase date. She called the dealership and stated that she had noticed a small leak by the kitchen sink and toilet, which after she "tinkered" with it turned into a major leak and was worried it could ruin her trailer. Out of courtesy of our dealership we sent two technicians to her home to pick up her travel trailer and bring it back to the store so that they could diagnose the issues. Upon inspection they noted that the original water lines to the sink and hot water heater had been cut to install a water purifier, which was not there before the trailer left. They also stated that the issue with the toilet was a broken gasket and flange that they were able to replace. After fixing all lines we left water hooked up to the trailer over night to ensure all leaks were fixed before returning Ms. ****** her trailer. This total repair cost our store $475.54 in parts and labor that we did out of courtesy. The second time that our dealership heard from Ms. ****** was April 15th, several weeks later. She informed us that the toilet had a small leak on the back again and that the night before her CO2 detector had started to go off due to an LP gas leak. We informed her that we would do one last courtesy call and pick up her trailer and fix these issues on our bill one last time. Once she agreed two of our technicians went to her home and once again picked up her travel trailer to bring it to the dealership and diagnose the issues. Once her trailer arrived at our lot we found that the female fitting that threads to the back of the toilet was stripped so we replaced this part. After running an LP gas leak test, we found that 1) her CO2 detector was out of date and replaced it with a new one, 2) found that the propane regulator on the stove had been undone so we replaced it with a new one, and 3) found the regulator for propane at the tanks themselves was faulty so we replaced this part as well. These repairs were done in one day; however, we kept the trailer for an extra day so that we could run water and propane tests through out the trailer to ensure everything was fixed and before returning the trailer to Ms. ******. This total repair cost our store $573.96 in parts and labor that we once again did out of courtesy even though she had signed an as is form. Upon returning Ms. ******'s trailer she stood in her driveway refusing to let our technicians drop the trailer off until she had spoken with management. When she called the dealership our office manager spoke with Ms. ****** who stated that the technicians showed up to her home, and without going to the door to get her, dropped the trailer in the street and left. When our office manager called the technicians to tell them to turn around and place it in the driveway not the street, the technicians used face time to show that they were in fact still hooked up to the trailer and were dealing with an irate Ms. ****** who was yelling at them from the driveway. After about 30 minutes had gone by, she finally agreed to move her vehicle so that our technicians could place her trailer in the driveway. The last that we as a dealership have heard from Ms. ****** was on the 21st of April when she called stating that her trailer was "not up to par" and that she needed us to give her parts for it. It was at this time that we reminded Ms. ****** of her as is form and that we are no longer doing courtesy calls for her since we had ensured that the trailer was in working order both times before returning her trailer to her. We have tried to be kind and courtesy and work with Ms. ****** as a customer and individual, however, she has constantly blasted defamation about our company across all social media platforms and has called several times with each phone call leading her cussing out employees who are attempting to help her. We as a dealership understand that her travel trailer may not be living up to her expectations, but it is also a used trailer and like used cars sometimes have problems. But I can assure you that my technicians did very thorough checks of the trailer when it was purchased, again when it was sold to Ms. ******, and each time afterwards when they picked the trailer up to fix issues. We as a dealership have documented everything issue related with this trailer into our system since day one. And have now attached the form showing that we did in fact give a walk thru on the camper to show that everything is working as it should be. We will be more than happy to assist Ms. ****** in the future but not at the expense of the dealership. Business Response /* (4000, 17, 2022/05/11) */ ***Document Attached***

*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. ↩