Complaints

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a 2022 Flagstaff pop up camper. We have had cabinet doors come off, the griddle fall of the side of the trailer, the awning does not stay up, and we have reported it to our sales person who said its part of having a new trailer. Then the lift switch did not operate. We called the dealership and did what they asked, check the fuses, replace the connectors to see if it was a bad toggle. They told me that i could use the manual override. I told them that I could not see where the hand crank would connect, as it appears to be backwards. The techs weren't sure what to do, and that's when we got a call from Brian - Manager of the Service department. He was completely condescending and disrespectful. He immediately accused us of causing the damage. Originally, he told us that we put something too heavy on it, ignoring the impeccable plastic cover! Then he changed his story that we were hit by another vehicle, as the owner stated as well. We showed him that there is no damage to the tongue of the camper. When we inquired about the rust, no response or explanation. He hung up on us. We called the owner of the dealership to explain our experience. He said that we could drive the camper in for further inspection but it looked to be hit. We dropped the camper off that following Monday. After a week at the dealership today, we get an explanation from Brian that the motor is stuck because the camper was attempted to be opened while the camper was closed. No explanation of the rust and no explanation of a time stamped photo we have from day of purchase with the bend. They said no covered and we need to pay and they wouldn’t fix anything under warranty until we pay. Owner was unavailable but could respond to a Google review within 24 hours. We have asked for a written and quote and to no avail.

  Business response

  09/01/2023

  Mr. and Mrs. ******** purchased a tent trailer from us and were shown the operation of the power lift to open the trailer.  It was opened and closed before they took the unit home.  They used the unit on at least two camping trips that they made the salesmen aware of.  They called with may operational questions during these trips and Mark their salesperson answered these questions for them.   Never was there a mention of damage to the trailer.   They inspected and signed a form listing damage and repairs on the trailer.  Again, damage was never mentioned.   A fan that needed to be replaced was mentioned and they were told to return when the new fan was in.  

  On Sunday August 1st they called and said they could not get the top to close properly and wanted instructions on how to close it manually.   I was asked to call them which I did and stated that since our technicians and sales managers were not able to diagnose the problem, I asked them to bring it in so we could look at the trailer and hopefully fix it for them.   They said they would bring it in the next Morning which they did.  I said I would have our shop foremen look at the unit and that he would be able to tell us what was happening.  I met with Raughn our foremen and he instantly said he knew what happened since he had seen it many times in his 25-year history of working on tent trailers.   The unit had been in the locked "storage position" and the latches had not been released causing the metal bracket holding the motor to bend far out of position.  In this damaged position the top would not raise or lower and would need to be replaced to operate correctly.  This damage would not be covered under warranty since it was caused by operational error and would need to be covered by the customer or possibly sent to their insurance company.    

  While looking at the pictures taken the day before the trailer was brought in our manager Bryan and our technicians were trying to talk them through the repair so they could get it closed to drive it in to us.  Having just a picture over the phone to look at Bryan said it looked like it had been hit by something since the metal was obviously distorted out of position.   Mrs. ******** said they hadn't hit anything which is when I said we would need to see it to diagnose the problem which we did when we saw the unit.    Mrs. ******** claimed that if it was damaged it would have to have been that way since they picked it up from us since they could not have done it.   This extensive damage could not have been missed by my technician who set up the vehicle, the technician who gave them the orientation on pickup and the salesmen who looked at the vehicle on deliver.   The ********'s who looked very closely at the tent trailer at pickup also would have seen this damage.   Even if all the the forementioned at missed the large damage the top would not have operated at delivery or on the two earliers trips taken by the ********'s.  Had they noticed it they would certainly have called and reported it which they did not.

  The rust damage mentioned was just surface rust which does not affect the operation of the trailer and is just cosmetic in nature.   The statement that the motor is mounted backwards is completely incorrect and was mounted correctly before the plate was pulled out of position by the force of the motor.

  The manufacturer has been contacted and if they advise that the damage was caused by bad parts or installation, they will authorize the payment from them to us and we will be happy to repair the problem for the ********'s.   We do not think this will be the case, but it is the manufacturer's warranty, and they will make the final decision.

  Customer response

  09/01/2023

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

  The owner writing the response fails to mention that we have a time stamped picture of the bend in the metal under the impeccably placed plastic cap covering the welded bent piece positioned over the motor, on the day of purchase. We never did a walk through as he states because it was pouring rain the day of pick up. It was opened when we arrived and the fan was broken, a major scratch across one of the pieces was there, and the door was hanging off. Nothing ever occurred on Aug 1st as the owner claims. Our correspondence with numerous people from Western Skies RV, and our only conversation with the owner, once the unit stopped working properly, took place on Aug 21, 2023. The owner and Bryan accused us immediately of getting hit or hitting someone. This after Bryan told us we must have placed something very heavy on it and broke it. When we asked how to manually operate the unit they advised us that the crank would enter the hole which was located on the opposite side…meaning it was on backwards. No one ever said the motor was backwards. We ended up bringing it in after hand cranking it closed for over an hour. The intake person said Bryan and the owners story didn’t add up but he only two days left and didn’t want to be involved. Once you removed the plastic cover, you saw the bend and the substantial amount of rust. The owner said he would be there, he was conveniently not around. In fact we never heard from him again until he responded to our negative Google review weeks later, after numerous requests to hear back from him. We dealt with Bryan who was condescending and unprofessional, amongst much worse. The owner said he was raised to say “mam” so that excused the behavior, which I think he meant Ma’am. Nonetheless, the manufacturer was appalled by their behavior and offered to cover everything! He said anything extra they would bill them directly and for us to never deal with them again and advised us to immediately pick up our unit and get it out of their possession. The owner followed up with a passive aggressive email just today 9/1/23 requesting the name of this manufacturer. We were advised to call around to other dealers and they all stated they have heard very similar horror stories about Bill (the owner) and Bryan and the way they run their business and bully people into paying instead of submitting a claim. Bill’s only email, again sent today, also offered to have me pay and then he would put in the claim and they could reimburse me, which the manufacturer advised the claim should have come through first regardless of what his “tech” thought. Bryan told me they would not fix anything, under warranty or not, until I paid them. Bill confirmed that in his email. Once I stated my right to go to small claims they said they wouldn’t speak any further with me “pending the lawsuit” as they still had my trailer!!! There is currently no active case against them. When my husband did pick up the trailer they tried to get him to sign a paper that said they fixed the under warranty items, which we have photos of that paperwork as well. The owner was completely unprofessional, aggressive, and has no capacity of customer service or accountability. Bryan was abusive, unprofessional, condescending, and clearly lacks knowledge of his position. Again, we have a time stamped photo of the bend on date of purchase. We were advised “as long as it’s working it’s fine”and that we have a 90 day grace period. The day of pick up it was pouring rain and the unit was open upon arrival, no walk through was done, ever. The owner also ended his email with stating “they roll down the road and things break, they come with a warranty and these items are fixable….” Remembering that the fan was broken prior to pick up. The door was off prior to pick up. The scratch was fixed after we requested it during pick up. As again, we only saw the inside then we’re told to wait in the car. 

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 I bought a pop-up camper and had a tow package installed on my vehicle by Western Skies RV. While camping I try and lock the trailer and realize I was given the incorrect keys. Turns out they lost the correct keys. I took the camper in so they can have new keys made for it which cost me that summer to go camping. I pick it up and they replaced the keys and lock but only to the door that is used when the camper is folded. They did not replace the lock to the door when the camper is unfolded. I take it back in and they tell me due to COVID they can’t fix it and to bring it in after COVID. We have used it two times since then running the risk of getting our things stolen due to an unlocked door. Now I am getting ready to go camping for memorial weekend, I hook up the camper and do a tail light check. None of the lights work. I start troubleshooting all of the tow package their staff installed on my vehicle and find the 7 wire cable was tucked on top of the vehicles exhaust tank and melted the wires in two different places. I call their office and I am told they don’t have time to fix it at the moment and they only warranty their parts and labor 90 days. At this point I am so frustrated of having to cancel yet another trip due to their poor labor and practice. Their employee called me back just to tell me the key issue is covered but the tow package is not. I then stated I was going to seek legal action and she hung up the phone on me.

  Business response

  06/27/2022

  We are sorry that you were not satisfied with your experience at our dealership and that there was an issue with the keys when you picked it up in 2020. It sounds like we made a mistake and while I'm sure we apologized at the time, please let me apologize for that once more. 

  
  

  When you discovered the issue with your lights and the wiring recently you called the Friday before Memorial Day weekend and wanted to bring it in right then but being an especially booked-up time for us and we simply did not have the manpower to slot you in. We understand this can be very frustrating and if we could make a turn-around appointment like that happen, we certainly would. 
  

  
  

  Our senior tech reviewed the pictures you posted and said it's not uncommon to wrap wires with tape to help keep water out. But it's also not impossible that a drive in the unit could allow the wiring to shift or move next to something that was hot. Fortunately you caught it before there was a problem. 

  
  

  As we discussed on the phone, we are happy to take a look at the wiring and see what the next logical step would be.  Please give us a call so we can schedule an appointment to help you resolve these issues and get you on the road. 

*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. ↩