Complaint Review: Fife RV

I have deliberated for some time now over making my purchase experience with Fife RV public only because the purchase experience itself was a good one. I decided to do business with Fife RV because I liked the sales rep...he was a good guy and was willing to spend a lot of time with me.  This was especially important to me as this was my first RV purchase.  

As the purchase process progressed and we began to hone in on the RV that would best meet our needs, our sales person's role began to diminish as more experienced sales people and financiers began to get involved in the transaction.  My wife and I knew that we wanted some extra amenities like a better bed for instance.  The bed we wanted would require the installation of an extended platform which Fife agreed would be installed during the 7 day long PDI process and would be included under the agreed upon purchase price.  We were told the carpets would be cleaned during the PDI and that the RV would be delivered with full propane tanks.  

When we showed up to take delivery of the RV, I expected to step into the unit and experience it in a way that I never had.  I was expecting to see the new mattress positioned on top of a new extension.  I was expecting the soiled spots on the carpets to be gone.  I was expecting a ripped screen to be replaced.  What I did discover was 

1.)  The extension had not been added

2.)  The mattress had been mailed to our home in Portland

3.)  The soiled spots on the carpets had not been cleaned

4.)  The old screen with a rip in it was still in the unit

5.)  The cabinet door above the entertainment center had been removed and no one seemed to know why

6.)  When I inquired to the Sales Mgr. about the extension, he said, "We only agreed to install it if it was needed"...I have the purchase agreement and there was no such condition in it. 

My first thought was, "What have they been doing for the past 7 days"....."nothing looks different"...."nothing looks cleaner"...."nothing about this lines up with the touted thoroughness of the week long, painstakingly detailed process of the PDI inspection.  If anything, the RV looked worse.  Second thing I thought was, "Wow! What a missed opportunity to make an amazing impression on a new client". It was fairly clear to me at that point that these guys were good at getting the deal done but had zero conscience around the back end of the sale. Repeat business doesn't seem to be a corporate value at this point in their evolution.  So, I went ahead and took delivery.  After less than a week, I discovered.

7.) One propane tank was half full of fuel and the second was completely empty

8.) My entertainment system was malfunctioning (the iRV system, I found out from the Keystone forums is widely known to have problems)

9.) My hot water heater was leaking one morning (the drainage plug had failed)

I called Fife and spoke with the person who had done my financing who in turn sent me back to the person who was responsible for botching the initial delivery.  I had identified the problem as being a failed plumber’s plug (drainage bolt).  He told me he would provide a new one. I also took this as an opportunity to tell them about the stereo.  His answer was, "tow the trailer back up to Fife and we will have a look at it".  I told him that was not possible but that if they were not able to make a service call, I would be happy to remove the stereo and drive it up...he said "no...we have to have the entire RV.  

What is good about Fife RV is they have an awesome product line.  Their finance guys are highly professional, creative, knowledgeable and well connected.  The sales department on the other hand, needs to learn to not nod their heads up and down so much...especially when they really don't know the answer, and that seems to be the majority of the time.  Finally, if you’re looking to be cuddled after the loving, Fife RV will not be for you.  Their willingness and readiness to deliver the service they promise is absolutely, 100% non-existent.

I personally am shopping for another dealership and service center.