Complaints

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• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought a trailer through the company, Independent RV about 4 months ago. I was told trailer was sold as is at date of purchase for any pre-existing problems. I had bought full warranty which I was told would cover bumper to bumper, roof to chassis and promised multiple times that this was FULL COVERAGE and not just appliance coverage. I was even told by seller that if anything happens within the first month of purchase do not call us until after the sold as is month period ended which would then allow me to get any new problem that arises fixed. Fast forward 2 months and multiple leaks have arisen that ended up putting mold in multiple places through the trailer we were unaware of and multiple appliances that no longer worked as stated and used prior. When I brought my trailer in to Independent RV I told them it was a health hazard with them well aware prior to purchased we planned on living in this trailer, I asked for a complete refund which they denied so I was forced to have them repair multiple things which they then refused to do everything I marked out as a problem even though I was told it was in my warranty, besides resealing the roof which they missed multiple spots throughout the roof. When they told me to come pick up my trailer I found multiple things not done which I stated multiple times, and even mold still being inside of the trailer which I was promised by ***** the Service Manager that would have been cleaned by a ******************* he would bring in and clean. Nothing I was promised at time of purchase, or even time of repairs were never fixed and I was turned away multiple times and even told by ***** to stop nit-picking and that I will not repair your entire trailer. Nobody chose to listen or help what were going through due to our age, we got stepped on, bypassed, and turned away instead of helped. We want complete compensation for the trailer, I do not want to own this Lemon that I was sold when I was promised quality. 

  Business Response

  Date: 02/13/2025

  At Independent RV, LLC, we take customer satisfaction seriously and strive to provide fair and professional service.
  Regarding your concerns:
  Cleaning & Mold Concerns:
  As discussed, we had arranged for a professional cleaning of your unit. However, you arrived unannounced to pick up your ** before this service could be scheduled.
  At the time of your original purchase, the unit was clean and free of mold. The reported mold growth developed over the months following your use of the trailer.
  When you arrived for pickup, our team cleaned the unit to the best of our ability on short notice while you waited.
  Repairs Performed Under Warranty & Additional Courtesy Work:
  We replaced the fascia board inside the coach that was damaged due to water exposure.
  Our technicians determined that a leaking water pump was the cause of the water damage. This leak was repaired.
  A full water check was conducted on the roof, and no leaks were detected. However, in good faith and as a courtesy, we scraped and resealed the roof to ensure its integrity.
  Although the damaged mattress was not presented to us, we provided a replacement as a goodwill gesture.
  The awning was reported to be sticking, and our technician tightened the necessary bolt to ensure proper function.
  The furnace was tested and was found to be operational, lighting on the first attempt and functioning as designed.
  Warranty Coverage & Declined Repairs:
  The extended warranty you purchased covers mechanical breakdowns, not general maintenance or wear-and-tear items.
  The wiper seals around the slide-outs and roof seals fall under regular maintenance, not mechanical failure. Despite this, we resealed the roof as an extra measure.
  We declined repairs on the slide seals, as they are a maintenance item and not covered under warranty.
  Refund Request & Business Policies:
  We cannot honor a request for a full refund, as the ** has been used for over three months since purchase.
  At the time of sale, you acknowledged and agreed that the unit was sold "as is" regarding pre-existing conditions.
  The extended warranty purchased is for mechanical breakdowns and does not cover full restoration or maintenance-related concerns.
  Commitment to Professionalism & Non-Discrimination:
  We categorically deny any form of discrimination based on age or any other factor.
  Our team has worked to address your concerns within the scope of warranty coverage and in good faith beyond what was required.
  While we understand your frustration, we believe we have fulfilled our obligations to address repairable concerns and have provided additional courtesy services beyond the warranty scope. We stand by our work and remain committed to fair and professional business practices.
  If you have further concerns, we are happy to discuss them within the terms of your warranty and service agreement.
  Sincerely,
  ****** ********************start="3412" data-end="3415">Independent RV, LLC