Complaint Review: Explore USA - Houston

Purchased a 2017 Zinger Z-1 28-foot travel trailer from Explore USA in Alvin October 2016.  Our salesman was Ryan who was nice enough but did not know everything about the trailer, he couldn’t tell us the warranty info on anything in the trailer except the roof, nothing on the appliances, sizes of the tanks built into the trailer or any other characteristics, we learned more from the manufactures website than we did from him or anyone else at Explore USA , and he kept repeating to us that this was a beginner trailer.  I kept asking what that means, what does that mean?  Well it is built as cheap as cheap can get let me tell you, it didn’t have any floor molding I had to ask them to add that to the trailer.  We went to take the trailer out and the crown molding was detaching from the trailer, the bedroom door would not stay closed because the cut was not correct in the door frame to hold the door shut, and when we opened the awning there were 3 little holes in it. 

We called and were told to bring the trailer in on Monday morning so my husband took off and went first thing.  Upon his arrival we were told they could not see us that we should have never been told to bring it in.  They did look at our awning and took pictures.  Someone from service said they would send it in for a manufacture warranty and if they would not cover it Explore would have too, again it was the very first time we had opened the awning, BUT, we would have to pay the $300 for this process to start.  When asked why, we were told, that to many people never returned to pick the items that were ordered back up so that is their policy now.  So we paid the $300 never thinking it would NOT be covered.  We waited about 11 days then called to find out what was going on and when we did we were told the awning was not warrantied.  Neither the manufacture nor Explore would cover the awning. 

During our conversation with the man in service he stated he had not ordered the awning.  When we asked why, but thankful he had not, he said he was waiting on an answer from us.  We told him the day he billed our credit card was our approval but since he had not ordered it and they would not cover the awning we told him not to order it and credit our credit card back that day.  We waited and waited and nothing, we kept calling service, our salesman and neither would return our calls.  I filed a complaint with the Better Business Bureau (This company is NOT accredited with the BBB) and to date they have not replied but did finally credit our credit card but it took a long time.  If you google and read the reviews on this company they are all pretty much the same.  The company does not stand behind their products.  Most complaints have been about issues not resolved.