Fun Town RV, LP

The mobile technician returned to look at Mr***'s air conditioning units on July and reported to us that there was nothing wrong We will continue to assist him in obtaining work on his purchase in the future If he wants to cancel his extended warranty for a pro-rated refund he can call *** *** in our finance department

I am sorry to hear that the ***’s have been unhappy with the trailer they purchased from us. It is our desire that all of our customer’s have a good experience and are able to spend more time in the campground than in our shop, so I can sympathize with their frustration. I spoke
with our Service Manager who sent me the notes he had from our system: Purchased 6/17/14- I have researched the work orders at that time and there wasnt any mention of the counter top being damagedIt seamed like a straight forward PDI with a few minor warranty fit and finish issuesMr *** called in 9/16/stating that his counter top was messed up 3/23/*** *** called Mr *** to schedule a drop off, Mr *** returned the call and let the receptionist know he would be in the next day 3/24/Mr *** dropped off his RV for items 1) toilet has water leak at valve 2) counter top delam After inspection it was deemed the water valve on the toilet froze which caused the leak, this was not a warrantable repair and the customer was charged for the part and laborThe counter top was ordered at this time. Mr *** dropped off unit at the Cleburne service center 1/5/with items to repair 1) counter top delam 2) Axle issue-wearing tires The counter top that was ordered from the factory on the initial service visit on 3/23/was incorrectThe counter top was immediately re-ordered when the part was deemed incorrect which was 2/2/The reason we didn't find out the counter top was incorrect sooner is because we were waiting on axle that was ordered on 1/7/to come in and pull up the trailer and complete all work at one time. The axle issue was discovered and Lippert Components notified on 1/6/and we had resolution on the axle from Lippert on 1/7/which was within days of the RV being dropped offThe axle did not ship from Lippert until 1/14/and arrived approx business days laterOnce all required materials had come in the RV was brought into the shop for repair Approx 2/1/2016, On 2/2/the counter top was re-ordered and to date it hasn't shipped from Forest RiverWe have email documentation from the factory showing this as wellWe do not have a promised ship date but we are working with the factory to get that date asapThe issues they have been experiencing have been frustrating, no doubt, but are warrantable, fixable items. We are in the precarious position of having to order things like counter tops and axles directly from the manufacturer, and are unable to run down to the local auto parts store and buy them. Add to this the fact that the factory shuts down the majority of the time between Thanksgiving and New Years and that counter tops and axles have to be shipped by truck and not mail, and you can see how we get frustrated as well. Not to mention them shipping us the wrong counter top! One of the owner's of the company has become involved and has spoken with Mr*** We will work with the ***’s to complete the needed repairs to their trailer and will continue to work with them in the future as needed We appreciate their patronage and are committed to resolving any customer issues

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

I'm sorry to hear of the issues you have had with your trailer It is our desire that every customer be able to use and enjoy their purchase from us That being said, sometimes mechanical parts fail That is why the factory offers warranties The factory warranty states that
the unit must be brought back to a dealer, unless the customer wants to pay for the service call Just like taking a Ford or Chevy back to the dealership We would prefer that you bring it back to us for warranty work, especially in cases like yours where you live close to the dealership We do, however, also work with mobile repair technicians who are not part of our company to make service calls for customers who don't want to bring the unit in It is the customer's responsibility to locate and arrange this service We do often times try to arrange the appointment, especially in cases where the trailer is relatively new We only offer this as a convenience and good will gesture We set up the appointments but can't control the independent technicians, which apparently is the cause of some of the frustration I have been in contact with both the salesman and with our warranty secretary who both were in contact with you, and it appears that we finally were able to get a technician out to fix the problem We will continue to work with you to insure that this problem gets resolved

We are sorry to hear that Mrs*** has not been happy with our services When her initial appointment was made in Waco, they did not estimate the amount of service work we had in front them at the Cleburne location The damage was not minor, since there was a hole in the side of the
trailer, and new metal and decals had to be ordered from the factory The metal came in, but the decal they sent was wrong, and so we completed everything else and re-ordered the decal Our service manager spoke with Mr*** last week and informed him of this fact, and said that they could come get the unit to use Mr*** said he would talk to his wife and let us know, which he never did She then proceeded to denigrate us on social media as well as the Revdex.com about them not being able to use the trailer for relatives escaping the flood and granddaughters birthdays, even though we told them they could come get it and use it until the stickers came in As to our record with the Revdex.com, happy customers almost never leave reviews Since 2010, we have delivered over 25,RVs I think that only complaints is actually a very good percentage The reason the Revdex.com rates us so highly is because we work to resolve our issues with customers While we end up getting the customer satisfied, again, they rarely if ever change their review or retract their complaint We appreciate the Lewis' business and will continue to work with them to resolve these issues and should any arise in the future

I will have my service manager from the San Angelo location reach out to see if we can't speed the process up and get it fixed sooner

I am sorry to hear of the issues Mr*** has had with his purchase We do appreciate his business and want him to be able to take his trailer and use it as much as he does There are, however, extenuating circumstances that are beyond our control The *** initially brought their
trailer in for service on December We have to receive warranty approval and order parts from Gulfstream, who is the manufacturer of the *** coach They offer the warranty The factory closes down for weeks for Christmas and New Years, which doesn't allow us to receive approval, order, or receive parts during that time When the *** informed us that they needed the trailer for a trip, we made the unit safe and available for them to pick up and use until such time that we received the parts from the factory They refused to do so The trailer is ready to be picked up with the exception of some seam tape that the factory is sending that didn't make it in the original shipment It should be ready by next Wednesday at the latest We are committed to working with the factory within their guidelines to resolve these issues and get the trailer back to the *** as soon as possible We will continue to work to this end

We apologize for the delay in receiving the parts for Mr*** 5th Wheel We have to go back to Gulfstream, who is the manufacturer of the unit, to order parts Sometimes it takes longer if they have to go back to their supplier for a part from an earlier model Apparently
this is what has happened in this case We are still waiting on the status of the curtain, but all other repairs are scheduled to be completed by the end of the week, barring any unforeseen issues It is never our desire to have a customer's unit spend an inordinate amount of time in our shop, and we will continue to work with Mr*** on anything that arises in the future We appreciate his business and will do our best to make him a satisfied customer

Complaint: ***
I am rejecting this response because: The RV was taken to Waco Fun Town on June They knew there was a hole in the trailer that we requested to be fixedThey knew and we knew they would have to order the metal for the side as well as the decalThey gave us a time frame of weeks which we felt was reasonable They told us originally that they communicated with the Cleburne location before they even gave us this time frame The break down was that the RV was not taken the next week to Cleburne as we were told it would be It was not taken to Cleburne until June It then sat on that lot with nothing being done and no updates by either location to us The necessary parts were not even ordered until July We have been given various excuses such as "still waiting on parts", " we got the metal but it was bent and someone forgot to reorder it" The offer to bring the RV back to Waco so we could have the use of it was not communicated to us at all until Aug My granddaughter's birthday was Aug Today is Aug and I was told today that my RV should be in Waco before the end of the day It is 5:and I do not know if that is the case I did have a conversation today with Mr*** *** from the Waco location and again expressed my displeasure with the lack of communication from either Fun Town location I believe it is my right to express displeasure to the Revdex.com or through social media I agree that pleased customers usually do not post on comments I too work in retail and have first hand knowledge of this As I told Mr ***, had either Fun Town location communicated what was actually going on with my RV, this might have been a different story I do not feel I am being unreasonable by expecting a company to honor their word and keep to time frames or if problems arise, reach out and communicate with the customer Three months is NOT a reasonable amount of time The ball was fumbled so many times on this by Fun Town How does this company expect to make this right?
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***In regards to Funtown RV,The comments made by Funtown RV that the RV was done early and customer satisfied are false. As previous stated the RV was dropped off early (8/26/15) because the state inspection was going out and could not be driven on the roadway with out risk of a fineThe customer meaning us -did this and not Funtown RVAs previously stated the RV was never looked at until several weeks past the schedule date (I believe it was 9-3-15) and only after I called to check on the status after them having for a monthCalled end of September - appointment was for first week in September, I believe the 3rd)After I was told the RV was ready the first week in October and all the problem were fixed I went to pick it up on 10/12/ Get there the seal is still not fixed, cabinet is still broke and water lines are messed upOn top of that the brake system they installed is still not working properly with the lighting The new gentlemen -*** I believe his name was that was taking over the service department asked for a few hour to fix the problems that we were told were already completedWe told them that we would leave it and return tomorrow to pick upMind you that it is about miles one way to Funtown from Belton Tx in a dieselNext day return and after told the problems were resolved they weren't and still working on the brake system that they installed previously. I had to leave that Day (Tuesday) and go to work so I communicated I would pick up on Friday Fast forward to Friday and the brake system was being worked on for about hours by Funtown's techI had to finally leave with the brake light system never corrected to pick up my son at pmFuntown stated they would come to my house to fix and never followed up with me. So to say we were satisfied and done early is a lie and they should be ashamed to advertise about customer service being their priority.Very unsatisfactory serviceSent from my iPhone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.I did receive several of the parts the dealership was to supply but not allThe parts were clearly identified on both prior emails with the dealership (with confirmation and agreement on their part that I would receive them) and again clearly relisted/restated on email to dealership last weekMr*** confirmed I would receive them all but I did notSo order was incomplete.Many thanks Revdex.com for your help in this ***er thus far
Regards,
*** ***

I spoke with the *** *** and he said the missing screen was an oversight on his part and apologized for it As far as the ties for the wiring goes, he said he is not sure what you are talking about He sent the straps he thought you were describing He has tried to call you multiple times to get a better understanding of what it is, but said you are only conversing through e-mail.Please call him at your earliest convenience to get this ***er resolved Again, I do apologize for the inconvenience and delay we have caused you

Let me start by apologizing for the delay in getting your parts ordered and your trailer fixed As I investigated the matter after receiving your complaint, I have come to the conclusion that we failed miserably in providing you with the customer service you should expect When you
originally contacted us we were in the middle of moving our service center, and we dropped the ball on ordering your parts and repairing your trailer I know that this purchase was not a small one, and that you had many choices before you chose to do business with us I hope that you will give us a chance to make it up to you and allow us the opportunity to serve you the correct way by repairing your trailer so that you can continue to enjoy it I spoke with the service manager who is going to make sure that you receive priority placement when the parts arrive I would also like to mail you a gift certificate to spend at our Outdoor Outfitters retail store to buy any items you might need for your trailer Please contact me at *** if you have any further issues regarding your trailer that need to be addressed

I apologize for the confusion. I am the spouse of *** ***, who purchased the Recreational VehicleI have attached our invoice. We are listed as customer *** *** ***
Regards,
*** ***

I will assume from your lack of response that we are done

Revdex.com:
I do accept the resolution by Fun Town RV. I appreciate the $offered, I suppose it will be mailed. It's important to note that I'd like Fun Town RV to contact the vendor and get an ETA on the delivery of the product and give me an update on completion. The reason I don't want to pick it up early is because the work needs to be done before I pick it up. After the experience, I want to run the model number of the AC to make sure the right size is on, and do a complete and thorough walk through of the work done. I hope that the vendor will take great care to make sure it's done correctly.Thank you very much,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Fedex called me and left voicemail stating Waco Funtown was shipping me a package to my PO box, but they DO NOT DELIVER to PO Boxes - I called different Fedex numbers trying to reroute this package so that I could receive the screen Waco Funtown was supposed to send to me, but so far have NOT received the screenI do not believe it is correct that you should say: This ***er is now closed in Revdex.com files, and will appear in the company's Revdex.com Business Review as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." There is no action for you to take at this timeWe will contact you when we next require your inputI HAVE NOT RECEIVED THE ITEM so they addressed my issues - please reconsider! PLEASE review my case so that the public is properly informedThank you for any further help you can offer - the main reason I submitted this case is that this dealership is not able to provide proper service and people need to be able to know this if they do their homework by looking at your website. PLEASE do not let them get away with continuing poor service! Thank you, *** ***
Regards,
*** ***

Mr***,I have authorized the payment of your check so it will be processed. You need to call the service department and schedule a time to drop off your trailer. It will be available for you to pick up at the end of the day, and you will be given a copy of all the repairs made

The sales person did tell me the finance manager told her we would get at least 5.99%.  She called me after closing on that Saturday, at 6:20ish. We were having supper and this is when she told me to go to the site, click on buy box and enter info so we could get better rate.If manager did call and leave message, then why when my wife called back to speak to them, she called several times, she was told they were busy and they would have manager call back? Also, every time we called we were passed off to another salesperson? Also when I contacted the branch in Cleburne lady said she documented my complaint and would have the manager from there contact me? No calls from there either. Never got the same one. As far as the invoice? First I've seen of it. You would think the original salesperson would contact us? Havent heard from her either. I also would like to hear all the recorded calls.

There was no hairline crack.  It was a thin strip of glue.  The delay was due to waiting on a decal and parts that were ordered from the factory.  We have no control over parts that have to be ordered, as it can take anywhere from 2 to 8 weeks.