Complaints

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• Initial Complaint

  Date:02/22/2023

  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.

  In February 2022, I purchased a preowned 2014 Palamino Sabre from Rocky Mountain RV. We started staying in it at the beginning of March while we looked for a home to purchase in *********, **. In April when temps got warmer we noticed the bathroom floor felt soft and toilet was rocking. There would also sometimes be leaking right around the toilet base. My husband attempted to replace the seal but when he tried to put the new bolts in, the plywood was so rotted that they would just spin. It took a month for a repair person to respond and get out to look at the camper. **** from Mobile RV Repair told us that the entire bathroom floor was rotten. In addition, the previous owners, instead of replacing the rotten floor and fixing it properly had instead installed a sheet of Tyvek under the flooring and over the plywood. And now had a solid layer of black mold growing in this space. He also noted mold in the storage compartment at the front of the *** **** said that the scope of repair was too large for a mobile unit to deal with as the bathroom would need to be gutted. In addition, he felt the black mold was unsafe and stated the camper was not habitable. At this point we reached out to Rocky Mountain RV (this was in May) to request that they pay to have this repaired since they either knew about it or missed it and they replied that we could bring it down to ***** and pay for it ourselves to be fixed. They denied any knowledge of this condition. When we requested to see any previous repair records done while the camper was in their possession they refused to disclose those. I have since tried to get the camper repaired but no one will touch it due to mold. My insurance company will not total it because they consider it a preexisting condition. My only option is to be stuck with a camper that is uninhabitable or stop payment which will ruin my credit. I feel that I have exhausted all of my options.

  Business Response

  Date: 03/13/2023

  I have reviewed this transaction and have concluded there is no indication that there were any problems with this coach when it left my yard. I have attached documentation that states the customer was given a satisfactory orientation for this coach on February 11th 2022 where all components  were shown to be in good working order. This indicates that the customers were given fair chance to inspect their purchase as well as my technicians passed this coach on our 65 point pre delivery inspection. We also guarantee our used units for 30 days after pick up date for all components to be in good working order, which this complaint did not arise inside that period. I have also attached documentation that this customer declined the Extended ********************** Contract offered to them at the time of purchase. We did not provide past service records on this unit as it violates Privacy Act for the previous own. My shop has not inspected the unit since the issue arose so I can not speak to what repairs are necessary. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19451072
  
  I am rejecting this response because:

  We did do the pre-purchase walk through but that would not have revealed the copious amounts of black mold growing under the bathroom or the rotten flooring because you physically have to pull up the flooring or open the entire compartment from underneath (as the ** repairman had to do when he came to inspect the camper). As i mentioned earlier,  the evidence of soft floors did not show up until things thawed out.
  

  Bottom line here is that the ** dealership either knew about it and did not disclose this hazardous fact or did not do their own thorough inspection of the coach during the intake. Either way, they are responsible for ensuring that campers they resell are at the bare minimum, not a health hazard. In addition, the fact that the toilet is being held up by a sheet of Tyvec because the floor is too rotten to hold it up tells me that this was a known problem at some point and Rocky Mountain did not do their due diligence to discover and fix the problem. I expect and accept that a used camper will have flaws, this one is practically falling apart inside, however I do not accept continuing to pay for an uninhabitable health hazard that no one will touch because of the mold.  

  As for not disclosing previous records, there is no breach of privacy if personal information is not included so this is just another evasion on their part. 

  I contacted Rocky Mountain as soon as I realized this issue, after having paid an ** repair person out of my own pocket, within 60 days of purchase, and they gave us zero assistance.  I had to keep the camper in storage over winter after having tried and been refused three different times to get it repaired, which is why this has gone on for as long as it has.

  I have excellent credit and the two year old camper that I traded in for this piece of garbage was immaculate. Failure to take the camper back is going to resort to legal action on my part as I have a nice documentation trail to support my claims. I have also been in contact with the lender who feels that Rocky Mountain was aware of this issue prior to selling or should have been aware. 

  Sincerely,

  
  ***********************