ComplaintsforMark Wahlberg Airstream and RV

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an 2022 Fleetwood Frontier motorhome for the purchase price of $267,841.00 from Mark Walburg Airstream & RV. At the time of purchase I was informed the unit was equiped with a heat pump in the rear AC unit but the rear AC and heat pump were not working because of a faulty thermostat. I was told a repair technician would come to where I was camping and install the part as soon as it arrived. Also the aqua hot heating system did not work properly which is controlled through the main control system along with the ac and heat pump. The technician called and made arrangements and installed the part, that did not fix the problem. The motorhome went back to the dealer and I was informed everything would be fixed prior to my departure on JANUARY 6th for a three month trip. I was unable to test the system when picked up because of the temperatures and the unit being winterized. After departing on my trip I found out the systems didn’t work and called the dealer. I was set up with an appoint at the manufacturer repair center in Indiana upon my return. That’s when I was told the unit was not equiped with a heat pump although it was on the main display. After all the time the dealer was working on the ac/ heat pump issue I was never informed by the dealer it did not have a heat pump. Two weeks ago I was told they are going by the build sheet and refuse to discuss the matter. I have tried over the last 4 months to get the dealer to make it right and install the heat pump like I was told it had in the beginning but they refuse saying they are going by the build sheet. If that’s the case it should have been presented and sold by the build sheet which I never received a copy of. Walburg airstream was deceptive in selling and saying something was repaired that didn’t exist.

  Business response

  08/17/2023

  August 17, 2023
  
  Complaint Service Issues                                                            
  ******* **********
  *** **** *** ******* ** *****
  
  
  Better Business Bureau,
  I am writing to you regarding the service issues on 2022 Fleetwood Frontier, serial number *****************.
  This vehicle was purchased from HC & RV LLC. (DBA. Mark Wahlberg Airstream) on August 30, 2022.
  According to our records, HC & RV LLC. has completed two repairs on the vehicle post-delivery:
  “Repair of a toilet issue” on September 6, 2023 (Attachment- RO 10838)
  “Front-end pulling” on May 14, 2023 (Attachment -RO 11234). FYDA Freightliner performed an all-axle alignment for this repair, and HC & RV LLC. did not pass the $600.18 repair bill to Mr. **********, rather HC & RV LLC paid on Mr. ********** behalf as a goodwill gesture. (Attachment-Goodwill RO1221106)
  
  Our service representative, Shane Davis, also worked on Mr. **********’s behalf to facilitate a factory repair for the vehicle.
  On January 20, 2023, Shane sent requested factory repairs to REV. (Jan 20 Attachment)
  On January 25, 2023, Shane again followed up on with REV. (January 25 Attachment)
  We understand Mr. Willamson did take his RV ***************** to the REV factory for warranty repair. Please note REV does not share guest repair orders and corresponding work and communication with the dealership.
  Our policy regarding equipment on new vehicles is to refer to the “MSRP” as the definitive list of equipment. HC & RV LLC. never listed a “Heat Pump” as included in the purchase.
  The “MSRP” for serial number ***************** lists over 70 items; a heat pump is not a listed item. (Attachment MSRP *****************)
  As a courtesy, we investigated whether HC & RV could install an add-on “Heat Pump” and determined that it is not feasible.
  We regret the service issues Mr. ********** has experienced, but we do not believe HC & RV LLC. could have provided any better service.
  If you have any further questions, please do not hesitate to contact me.
  Sincerely,
  ***** *******
  Managing Member
  HC & RV LLC

  Customer response

  08/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20439298
  
  I am rejecting this response because: The dealer misrepresented the installed  equipment when selling the Motorhome. They should know what they are selling and should have Been familiar with the build sheet and installed equipment. I was not furnished a build sheet and did not know one existed.

  I was told by REV RV one could be installed but the entire AC unit would need replaced. They said they could install one if I paid for the upgrade. The unit is wired for and the display can be programmed for a heat pump.

  The dealer put me off not telling me there mistake by misrepresenting the equipment until I was told by the factory repair center. Then they refused to return my calls and I had to drive an hour each way to be mislead again.

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

  Business response

  08/22/2023

  August 22, 2023
  Regarding Complaint: 20439298
  
  BBB of Central Ohio, Inc.
  
  HC & RV LLC did not misrepresent the installed equipment on the unit (2022 Fleetwood Frontier, serial number *****************).

  With respect to the term “Build Sheet”, HC & RV LLC does not have “Build Sheets” nor does the manufacturer provide us with “Build Sheets.”

  The list of equipment of the vehicle which Mr. ********** purchased is listed on the “MSRP” as the definitive list of equipment. The MSRP is produced by the manufacturer and not the dealership.

  The “MSRP” for serial number ***************** lists over 70 items; a heat pump is not a listed item. (Attachment MSRP *****************).

  Please note, the customer brought this unit to HC & RV, LLC. service twice, and “Heat Pump” was not mentioned on either Repair Orders (Attachment- RO 10838 11234).

  When the customer did speak to us regarding the vehicle did not have a “Heat Pump”, we did not arbitrarily say “No”; rather we listened to the customer and researched and investigated (company Policy) his concerns to determine if customer complaint was warranted.

  We feel horrible Mr. ********** is not satisfied with us; however we did not misrepresent the unit and are not sure what we could have done differently.
  
  Sincerely
  ***** *******
  Managing Member
  HC & RV LLC.
  ll us why here...

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