Complaints

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• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased RV 10/03/2022 before purchase we have documentation from ******************** person telling us this was a 9 out of 10 unit. After getting unit it was discovered there a a big sidewall crack and unit had suffered major water damage which caused extensive damage to subfloor and caused vinyl flooring to lift. These issues were never disclosed to us. According to ** zoomers does a very in depth *** on units before being listed for sale and I believe they severly neglected the *** because these very noticable issues were not caught, not fixed and not disclosed to us. I took pictures of all the damage and it clearly shows this damage occured before we bought it and even after Sending those photos to the ** and speaking with her, Zoomers isnt taking any responsibility for selling us a damaged unit. Zoomers is trying to wipe their hands of everything and not repair the issues they should have fixed before it was listed for sale.

  Business Response

  Date: 10/17/2022

  On October 14th, 2022 I sent an email to ***************************- owner of the Used 2019 Keystone Alpine Fifth Wheel that stated the following: If you are not satisfied with the product you received from Zoomers RV, please return it with the $3997.10 uncashed refund check and pick up the unit you traded in We have offered a remedy, but they have refused to accept the remedy as they are going to use the camper through the end of the year. 
  
  
  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18204014
  
  I am rejecting this response because:  Zoomers was made aware from the start that we travel fulltime and our currently ***** miles away from their location and cant simply just drive ***** miles back to them to return the unit.  Secondly ****** the ** has been provided overwhelming evidence that the damage and issues in question happened well before we bought the unit.  According to ******, her service department did a thourough inspection of the unit but the photo evedience clearly shows that didnt happen or if they did then they failed to report the major water damage to us.  So either they didnt do the inspections as described or they did do them, noticed the water damage and deliberately withheld that information from us and knowingly sold us a damaged unit.  Carries solution to this issue is impractical and would require ***** my husband to quit his job so we could return the unit and we cant do that.  Zoomers sold a damaged unit and if they had inspected the unit proberly we would have never bought it.  We now have a RV that requires $10k worth of repair work and this work should either be done by zoomers or they pay another facility to do it.  Again if Zoomers had proberly done their job they would have found it, reported it and then fixed it before selling the unit.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/28/2022

  The issues and concerns complained of by the customer's husband (who is not the purchaser of the unit) started 4 days after removing the unit from our lot. They refused a walk through; they refused warranty coverage(s). The unit was sold as is and they accepted it as is.  I have attached communications between our facility and the customer. You can clearly see that he understands the unit was sold as is. The issues complained about were not present at the time of the sale. The customer is as they state ***** miles away. What they have done with the unit once it left our lot is unknown. I can assure you that the issues complained of now were not present at the time of purchase.

   

  We have offered a remedy. That remedy is to bring the unit back and pick up their trade in unit. They have refused that offer.

  From: ********************* <*****************>

  Sent: Friday, October 14, 2022 8:26 AM

  To: ******************* <************************************>

  Subject: Re: Zoomers RV of Iowa 

  ******, you guys were made aware we travel fulltime so returning the unit is impossible as we are nearly **** miles away.  ***** is working the beet harvest and then running a tree lot in ******* after that.  So reading your solution of returning the unit is very concerning to me since we cant do it.

  I over heard your conversation with ***** and even I am blown away at the lack of acknowledging that your crew might not have checked the furnance or water heater.  I dont know a thing about these units but even I could see that this unit suffered water damage well before we even started talking to ******* about this unit.  As soon as ***** removed the cover to get to the furnance he showed me some of the water damage.  I would think that if your crew really checked the furnance they would have had to remove that cover and had they done that they would have seen the water damage immediately, you cant miss it.

  Likewise, had they done a thorough check of the water heater as you explained to ***** they would have immediately found the leak and the extensive water damage to the floor back by that water heater.  Again I'm not very knowledgeable about this but you can tell that the water heater was leaking for a long time and that water worked its way down to the flooring in the kitchen and that's why the vinyl flooring is damaged as well. 

  When you were speaking with *********************** you say that the entire unit was checked thoroughly yet the crack on the sidewall by the bedroom slide was missed by your service guys and ***************  That is several different departments that missed that crack and its very hard to miss it, ***** noticed it immediately.  So with that said isnt it possible that your crew didnt really or thoroughly check the furnance and water heater?  Because again, had they done that it would have been found and then it should have been immediately communicated to us that the unit suffered water damage.  

  Yesterday ***** had to replace all the fittings on the water heater (Source of water damage) because they were so decayed and rotted.  Again, I would think that if service inspected the water heater they would have found those fittings in such unusable conditions. 

  So a long with the sidewall crack, furnance not working, vinyl floor coming up, water damage, slide out broken the fireplace broke yesterday as well, stopped working.  When ***** went to look at it he noticed that it wasnt even secured into the wall, it was just placed in there.  No screws or brackets to hold it in place.  He pulled from the top and it just fell out.  I hope you could appreciate how we view the optics on this since so much has gone wrong in a week since we took the unit.  With so much going wrong its very easy to draw the conclusion that the unit wasnt thoroughly checked.  Even when we turned in our bighorn your service guys didnt step foot into that unit to inspect it.  We could have given you a destroyed fifthwheel and you would have never known. Before trading it in we had the swipe seals replaced around the bedroom slide, wheel bearings repacked and brakes inspected and we cleaned it from top to bottom.  We wanted to ensure we gave you guys a great unit. So since our bighorn wasnt inspected its easy to see how we would think that the same happened to the Alpine we bought.

  I firmly have no doubt this water damage occured long before we pulled the unit off the lot and it should have been caught on your end before we arrived to pick it up.  I dont believe a customer should have to take off the furnance panel, take down basement wall while doing our walk through.  Those things should be done by zoomers and if they were done this entire situation could have been avoided. 

  As I said at the beginning its impossible for us to bring the unit back.  Why cant we bring it after the holiday season and zoomers repair the wood flooring and install new vinyl flooring?  Or Zoomers cut us a check of what you would charge for a new subfloor and new vinyl flooring or allow us to take it to a closer service department and zoomers pay for it?

  We fully understand we bought a used unit and issues will come up and things not perfect, heck things come up in new units.  But we definitely learned our ****** of taking a sales person word as true.  I wish we would have hired a RV inspector the day we picked this unit up.  Going forward we wont make that mistake again. 

  We truly feel mistakes were made by both sides and I hope we can work towards a solution where all are happy with.  I look forward to your response.  I'm in meetings all day so getting on the phone with you wont work. 

  Thank you,

  ***************************;

  On Fri, Oct 14, 2022, 6:46 AM ******************* <************************************> wrote:

  Hi ********,

  I left you a voicemail yesterday. I wanted to discuss with you that your husband ***** has expressed to me over a phone conversation and publicly not being satisfied with the unit that you purchased from Zoomers RV of Iowa. Once I heard of his concerns, I assure you that I took them seriously and addressed them. I took the appropriate measures to follow up with him after I was made aware through an email that he had a few issues with the camper. I met you in person on the delivery day and meant it when I said that you could call me anytime if you had any issues with your camper. I am very sorry to hear that he is not satisfied with the purchase you made.

  If you are not satisfied with the product you received from Zoomers RV, please return it with the $4000 uncashed refund check and pick up the unit you traded in.

  You can call me if you have any questions. I will not be able to communicate with anyone but you regarding this matter as your name is the only one on the Bill of Sale.

  Sincerely,

   *******************- General Manager