ComplaintsforKunes RV of LaCrosse

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May of 2022, I purchased a **** Truck slide-in camper from Kunes RV of Lacrosse, Wi. At the time of pickup, I noticed some water damage from a previous leak above the bed in the camper. Nobody had disclosed this damage to me before I drove 5 hours to pick up the camper. The employee who was showing me the camper features told me that it had been all sealed up and was good to go. I saw signs of brand new caulking on the camper siding in the front, so I thought it was true. I took possession of the camper. About a month and a half later when I was going to use the camper, I noticed the mattress was wet and had mold on it and mold on the plywood underneath the mattress. After examining the front of the camper, I realized that it was full of water between the siding and plywood under the mattress. It obviously had a major leak. After further inspection, I got a ladder and looked at the roof and realized the roof is moldy and rotten as well. I called Kunes RV to let them know I wasn't happy with the situation. This began a 3 month process of them telling me they were going to figure out what to do about it. I was unable to use the camper all summer after that and after months of phone tag, I even returned the camper to the dealership to have them look into it. Five weeks went by with it in their possession and nothing has been done. I called them again and again during these months and was told they would look into it. I told them I was not interested in a simple repair as I don't believe they can guarantee they got rid of the mold. I want my money back. I was told by their regional manager that they will absolutely not buy it back and that I bought it as-is and it is on me. He said that I knew it had water damage and bought it anyways. I told him the reason I bought it was because the employee who showed it to me said it was all sealed up.They refuse to give me a refund and expect me to pay them to fix it! This is unacceptable to me as a consumer!

  

  Business response

  11/03/2022

  Hello ********************, I hope this message finds you well. 

   

  First of all I apologize for the issues you are having with our store. The unit was inspected and repaired, as you stated on your notes you could see the brand new caulk. We are currently working on your unit, it will get properly dry and resealed. The other option will be trade in the unit and purchase a different camper. We will do everything we can to help you out. 

   

  Best regards. 

  Customer response

  11/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  This is apparently the best Kunes can do! I will take my camper back and sell it. There is no way I would trade it in to them and give them more business or profit!!!
  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

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Spring of 2021 we purchased a new Gulfstream camper. We bought every warranty and protection they offered us. In October 2021 the refrigerator door broke. We took the camper to them and they kept it for an entire day, they took photos and told us they had to order a new refrigerator door under warranty. We called in March 2022 after the snow melted, as directed. They said they forgot to order it and would order it right away. They called telling us our door handle was in. We said we were told it needs the whole door, they reviewed the photos and agreed saying they would order the door right away, this was in March. We called back in April and was told it was on back order. The next time we called we were told it would be in September 15th. We have called and emailed since then and they will not return our messages. We called Dometic, the company that made the refrigerators and was told they didnt have one now but they had them through May when the factory was moved to ******. Kunes will not talk to us and we were not unpleasant to them, we have not used our camper for a full year. We paid for warranties that will run out without even being able to use the camper. We are afraid they will not call when the door comes in , if it hasnt already.

  

  Business response

  10/25/2022

  Hello ****************, I hope this message finds you well.

  First of all I want to apologize for the issue you are experiencing. We received an update from ********** on 10/07/2022 in regards to your refrigerator door. They should be getting the parts from Dometic on 10/31/2022, with everything going on its been hard to get parts and shipping in a timely manner. We are doing everything we can to get this issue resolved as soon as possible. If you have any questions please feel free to contact us at  **************.

   

  Best regards. 

  Customer response

  11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  We have been given dates that the door will be shipped more than once before with no results.  We wait for that date only to never hear from Kunes. If we are able to communicate with them, we are given another date. If they had done their job in the first place we would have a door, they cant blame ***** and shipping problems.  We have waited over a year. Giving us another date does not resolve this issue 
  Regards,
  
  ***********************

  

  Business response

  11/11/2022

  Hello ***** , I hope this message finds you well. 

   

  We finally received information from Gulfstrean and Dometic, the door has been shipped and it should be arriving at the shop Monday before the end of business day. Once the door is inspected my service department will be calling you to schedule the ************ again I apologize for all the inconvenience that this has created. Our service department has been calling Gulfstream and Dometic twice a week to get some updates. We finally received the tracking number this morning. 
  
  
  If you have any questions or need any further assistance please feel free to let us know. ************ 

  Customer response

  11/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and since have been notified the door has arrived, but it arrived after winter hit ********* and we are unable to get the camper to Kunes for the repairs.  We can only hope they will make the repairs 
  
  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. ↩