ComplaintsforTown & Country RV

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11.1.21 first contacted Town & Country, 5.4.22 first contacted Keystone • $45,000 approx • Camper w/3yr. structural warranty • Contacted Distributor Town & Country 11.1.21 and then involved Manufacturer Keystone 5.4.22 which they have claimed I did not try to contact them before the warranty was over which was 5.21.22 • No. Neither the seller nor the manufacturer will honor the warranty. • VIN# ***************** Model HR39FDEN20

  Business response

  12/16/2022

  [BBB Transcription via Email]

  From: ***** *** <***************>
  Date: Thu, Dec 15, 2022 at 12:35 PM
  Subject: ********
  To: ***************** <*****************>
  
  
  I apologize for the delayed response to this. It seems like our entire dealership has been fighting the flu since Thanksgiving and we have been very short staffed.
  
   
  
  In response to the complaint: You will find below this email our service managers interaction with the customer. I have also attached a copy of the denied preauthorization from keystone. To summarize what you will read. Keystone requested our service department do an on-site inspection of the unit. Our service technicians did that and reported what you will read on the preauthorization. We submitted the preauthorization along with the correction needed. Keystone denied the preauthorization stating the limited warranty has expired.
  
   
  
  ***** ***
  
  Town and Country RV Center
  
  ************
  
  From: *** *** <service**********>
  Sent: Monday, November 21, 2022 11:29 AM
  To: ***** *** <***************>
  Subject: FW: Fwd: ******
  
   
  
  *****,
  
   
  
  This is the last correspondence I see on my end in regard to this customer.
  
   
  
  Thank You,
  
   
  
  *** *** | Service Manager/Warranty Manager
  
   
  
  Town & Country RV Center, Inc. | 909 West McPherson Hwy | Clyde, OH 43410
  
  ************ direct | 419.547.9101 fax | www.tacrv.com
  
   
  
  mastlogo - Copy
  
   
  
  CONFIDENTIALITY NOTICE:  This transmission may contain confidential information. If you have received this transmission in error, please notify the sender immediately and destroy this material.
  
   
  
  From: *** *** <service**********>
  Sent: Tuesday, July 19, 2022 10:09 AM
  To: ***** ****** <*********************>; ****** Sc*** <********************>
  Subject: Re: Fwd:
  
   
  
  Mrs. ******,
  
   
  
  As we had discussed when you had initially reported this concern it is not something we would service on site and the unit would have to be brought into the dealership or you would need to have a mobile service company perform the service on site. At that time I had the understanding you were going to contact a mobile service company. 
  
   
  
  Per Keystone RV request we performed an on-site inspection on your unit June 30, 2022.
  
   
  
  I created Pre-Auth #********** for Keystone to review. I checked the status today and see the request has been denied. 
  
   
  
  Keystone noted the reason for the denial is the limited base warranty has expired. I checked back on your purchase date and found the base warranty looks like it would have expired in May of 2020. 
  
   
  
  You will want to contact Keystone RV for further information on status of the request submitted to them and reason for denial. 
  
   
  
  Please let me know if there is anything else I can assist you with. 
  
   
  
  Thank you, 
  
   
  
  *** *** 
  
  Service Manager
  
  Town & Country RV Center 
  
  ************
  
   
  
  Sent from my Verizon, Samsung Galaxy smartphone
  
  Get Outlook for Android
  
   
  
  From: ***** ****** <*********************>
  Sent: Monday, July 18, 2022, 7:16 PM
  To: ****** ***** <********************>; *** *** <service**********>; ***** ****** <*********************>
  Subject: Fwd:
  
   
  
  Hello ******,
  
   
  
  Really thought I would hear back from you by today. I went out to the camper to get a few things and somehow the slide managed to slide back in cockeyed BUT it is not sealed to the camper along with a now broken fan blade inside and I'm really hesitant in going in. On top of that we've had more rain!
  
   
  
  I'm not dealing with any of this at all very well and basically mentally falling apart with fighting and pleading with everyone for help! It has now been 8 1/2 months since I contacted ***, 3 1/2 weeks since you spoke with ***, took *** another week to get my camper looked at, and now it's been 2 1/2 weeks since ****** & **** inspected my camper and still nothing. *** never even responded to my slide slipping out. Of course that is no surprise as he never does respond to me.
  
   
  
  My electric bill basically has doubled trying to keep moisture out and cold inside to prevent mold, which at this point I don't know how much it's worth it.  I've also lost money with the month I've not been able to stay in my camper in regards to lot rent. 
  
   
  
  I need to know something pretty quick. This is just drawing out too long and is not being handled in a timely manner with the situation at hand!.
  
   
  
  I would much appreciate your immediate attention with this ongoing issue!
  
   
  
  ***** ******
  
   
  
   
  
   
  
  ---------- Forwarded message ---------
  From: ***** ****** <*********************>
  Date: Mon, Jul 18, 2022 at 6:38 PM
  Subject:
  To: <*********************>
  
   
  
   
  
   
  
  --
  
  *****

  Customer response

  12/19/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I contacted Town & Country November 1, 2021, with Pictures as instructed by service manager. I was told he would contact Keystone and then contact me. I kept contacting with no avail. As all this transpiring I am getting all sorts of negative reviews and very disappointed with the money I have spent at Town & Country they seem to not care at all about my equipment that I just wanted fixed as I truly liked.

  I have put the 3yr Keystone Structural document in the attachments. It clearly states what it includes.

  IF the service manager would have taken initiative to check things out November 1, 2021, told me or the other RV repair that I needed to bring in I would have. Ins***d, I was told it was being handled with Keystone and continually put off and told by service manager that he was to busy to take care of my camper.

  I just want my camper fix
  
  Sincerely,
  
  ***** ******

  Business response

  01/09/2023

  [BBB Transcription via Email]

  
  From: ***** *** <***************>
  Date: Sat, Jan 7, 2023 at 12:53 PM
  Subject: Complaint: ********
  To: ***************** <*****************>
  
  
  Upon speaking with our service department I am getting a different version of events in regards to how the timeline played out as it pertains to what exactly was communicated with the customer and the timeline of when that communication was made. However, I do not have much interest in dissecting that any further as at this point I see it all as “conjecture”. What I can say in response to the complaint is the following.
  
   
  
  The warranty on the unit is Keystone RV’s warranty. Town and Country RV Center facilitates the service.
  
   
  
  When our dealership looked at the customer’s unit they determined two causes. These causes can also be found on the pre authorization that was sent to keystone and attached to our last correspondence.
  
   
  
  Cause 1: When running the slide in. The slide out caught the top rear corner and caused damage to the rubber
  
   
  
  Cause 2: There was a gap in the seal on the trim that holds the slide seal along the top of the slide out. The drip rail also goes down in this area causing any water runoff from the roof to drip right in this area. When the water was getting in through the metal trim it was filling up and dripping to the inside portion of the slide-out seals and then dripping down into the ceiling panel of the slide out.
  
   
  
  Keystone denied the correction of these two causes based on the limited warranty being expired. Which is a one year warranty.
  
   
  
  While Keystone does have a 3 year structural warranty, Keystone did not determine that the above causes fell under that structural warranty. It would appear to me in the customer’s response that they have had extensive communication with Keystone in regards to this matter. I would recommend to our customer that she continue to reach out to keystone in order to receive an explanation as to why these causes are not covered under the 3 year structural warranty.
  
   
  
  ***** ***
  
  Town and Country RV Center
  
  ************

  Customer response

  01/24/2023

  [BBB Transcription via Email]

  
  ***** ****** <*********************>
  Attachments
  Jan 23, 2023, 5:40 PM (14 hours ago)
  to me, *****************
  
  I am not pleased with the result of any of this. I again state that Keystone will not acknowledge the structural warranty and if Town & Country would have attended to the matter Nov 1, 2021 when first contacted maybe something could have been done. I am again inserting the 3year Structural Warranty of Keystone which should have me covered as have been told that the issue is structural by different RV Repair Shops.
  
   
  
  The Word.doc states that the structural warranty expired May 14, 2022 BUT I first contacted Town & Country on Oct 31-Nov 1,2021. I contacted Keystone May 3, 2022. The warranty at these times was NOT expired so why is this happening?
  
   
  
  This was my 3rd camper purchased from Town & Country and I feel as though I’ve was only appreciated until I signed for my 3rd camper and then I was left on my own. I had missing light caps, they did get me some, a broken blind, they did get for me also but it was not easy getting any of this. I loved my camper and would have purchased another in a few+ years possibly, but when you cannot count on a warranty being honored why would one want to chance again. How can a company get away with NOT honoring their company warranty.
  
   
  
  I realize the BBB is not a legal entity but can you please help me in doing something when the companies are not honoring their warranties! I also inserted the letter I sent to MS. Skidmore as requested as I was not able to respond with my last response and she thought it could have been due to the files I was trying to send.
  
   
  
  Thank you for your time in this manner!
  
   
  
  ***** ******
  
  *********************
  
  ************
  
   

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my family packed up and headed to *****. We purchased a brand new camper from Town and Country in ***** ****. On our first night in the camper we noticed the hot water heater doesn’t work… whatever it’s hot out we can deal with it. What I can’t deal with, our entry door doesn’t shut properly or lock, the air conditioner turns off randomly and won’t turn back on until I reset it. I’m in ***** ***** over 1k miles away from home and it’s pretty hot in here with my infant. The awning completely detached from the top of the camper and is now hanging. Everyone I reach points the blame to another dealer and doesn’t get back to you right away. As of yesterday I have a leak coming from under my gray tank (really not surprised). When you pull out the slide it’s not even level your stuff rolls off your table. When I took out my level and made it level the slide trim started to pull away. No one seems to want to help us so I’m asking people to share this post and maybe ***** will make it right. We were sold a ??

  Business response

  10/17/2022

  [BBB Transcription via Email]

  From: ***** *** <***************>
  Date: Fri, Oct 14, 2022 at 11:50 AM
  Subject: BBB Complaint ID: ********
  To: ***************** <*****************>
  
  
  Hello my name is ***** *** and I am emailing in response to complaint number ********. Through a detailed look into our database, I am unable to find any records of a ******** ****** purchasing a camper from our dealership. Please provide us with either the customer’s name the unit was titled in, or the 17 digit vin number of the unit purchased so I can better help remedy the situation.
  
   
  
  ***** ***
  
  Town and Country RV Center Inc
  
  ************

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