Complaints

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• Initial Complaint

  Date:07/28/2022

  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.

  I, Whitney ************** and my husband, Cullen**************, bought a 2018 travel trailer for from Leisure Nation RV in Enid, sister company of West OKC RV, LLC. for $37,870 on June 22, 2022. When the trailer was delivered there were SEVERAL issues (list attached below). I spoke with the manager  Robert Bridle at Leisure Nation RV in Enid on July 25, and provided him the same list and requested reimbursement for the scissor jacks -$170.90, prep fee -$699, and sewer line cap -$4.99; totaling $874.89. Prior to purchase, we were aware it smelled of cigarette smoke. While signing the contract the manager/owner agreed to purchase and use an odor bomb and assured it would rid the smell; in the same conversation we also requested the carpet be shampooed and trailer be cleaned, in which the manager stated, "We CLEAN and INSPECT every trailer for any faulty parts and make sure everything works properly before the customer gets their trailer so they don't have to deal with it." 2018 Prowler LYNX Issues MISSING: Sewer cap, Bunk room sliding door (was present when shown RV), Bumper end cap, Speaker cover BROKEN: Rear scissor jacks (After delivery which occurred on July 1, while leveling the trailer, the scissor jacks had been PREVIOUSLY bent, causing them to slip off the blocks (not even 1/3 extended) when the weight of the trailer was put on them.), Battery will only charge to 75%, Shower hose and head cracked beyond repair (needed replaced)NOT CLEAN: Toilet DISGUSTING, Shower has long hair and grime build up around faucet, heat/floor vents had animalfeces and fur caked inside, carpet=specifically requested it to be shampooed, it was not even vacuumed, Couch was thrown out due to urine smell and covered in animal hair, and falling apart, bunks had candy wrappers under mattresses, A/C vents covered in fly eggs and yellow from nicotine, cabinets/shelves had crumbs, cob webs on ceiling. On July 28, Robert was contacted by myself, Whitney, and we were unable to come to a resolution.

  Business Response

  Date: 08/27/2022

  We did sell to the Fowlers a trailer as they stated. At the time of the sale, I was very transparent with the Fowlers and stated that I had a smoke eater aerosol bomb that we could try, but I could not guarantee that it would totally or permanently remove the smoke smell and if they were sensitive to the smell that they should choose the other trailer they were looking at. They chose the Prowler because it was less expensive than the other unit. We did clean the carpet but did not remove the sofa when we were cleaning it. The bunk room door was never present in the unit when we purchased it, (see attached picture from our website) and we were unable to get a replacement due to the age of the unit. We sell all preowned trailers as is with no warranty. The Fowler's did a show out/walk through at the dealership and a few days later we delivered the trailer to the customers home and provided a customer walk through of the unit that consisted of going through the unit and all major systems that were able to be connected at the customers’ home. The technician that delivered and did the walk through did see the missing sewer cap and told the customer that if they came by the dealership, we would provide them with a new sewer cap at no charge. There were no other complaints at the time of delivery. The major systems were all functioning at the time of delivery. The jacks were functioning and not damaged at delivery. Scissor jacks are for stabilizing the trailer not leveling, they are not designed to lift the weight of the trailer and they must be extended onto a relatively level surface. The unit was not cleaned to the customer’s satisfaction so I offered to Mrs. Fowler that we would refund the delivery charge ($140.00) to compensate for the cleaning. She refused anything less than a check for everything she was asking for. I have not heard from her since then.