Complaint Review: Fun /town RV LP - Cleburne TX - Select State/Province

We bought our Brookstone 5th Wheel RV from Fun Town RV in Cleburne, Texas on July 25, 2013.  On July 30, 2013, we notified Fun Town RV of a safety hazard we found.  The ladder to the roof was blocking the emergency exit from the bedroom window on the RV.  We took the RV to them on July 30, 2013 to show them (Fun Town RV) what all we had found wrong at that time.  We had only had the RV five days.  We found the window in the living room was overlapped and not closing properly, the emergency window from the bedroom was blocked by the roof ladder, touch-up paint on the walls didn't match and looked as if the walls had been bleached out in several spots in two different rooms, and the love seat had 2 tears on the front of it.  These were the few things we noted to them and they wrote up a service order on them stating they would get the windows and sofa ordered so that when we brought the RV back the parts should be there. We also sent an email to Joe Schueneman at Forestriver regarding the windows on August 3, 2013. His response was that he had no communication from our dealer regarding the windows.  However the factory was made aware of this safety hazard as well.

We took the RV home because we had an out of state reservation to use it. We told Fun Town RV we would bring it back at a scheduled appointment.  Then the first night we camped out in our new 5th wheel, the bedroom air conditioner started blowing hot air.  Because of the way the air conditioners were connected to the thermostat, the air conditioners were either both on or both off.  We had no books or any information from anyone on how to use the thermostat.  We finally had to disconnect the bedroom air conditioner at the unit. It was over 100 degress and we had to rely on one air conditioner unit to cool the RV. In addition, upon inspection of the roof we found the air conditioner had blown oil all over the roof.  We used the RV for a week and when we got back home from our trip,  I immediately started calling the service department and salesman at RV station so that we could schedule bringing the RV in and leaving it with them for repair. This would allow Fun Town to make all the repairs instead of us having to keep returning the RV to them.  (We live 4 hours away from Fun Town RV.) We were willing to leave the RV for a reasonable amount of time for all the repairs to be completed.  The service department, salesman nor anyone else would return my calls asking to arrange an appointment to bring in our 5th wheel RV.  It took me a month of biweekly phone calls to finally get them to call me back to set up an appointment. (that was only after I talked to the general manager of Fun Town RV.)  By this time we had found 22 items that needed repair on our 5th wheel.  

We brought our 5th wheel to them on September 16, 2013 believing that since they already knew of the windows and had a repair order written up on it, that the windows were on order from the factory.  We were assured by the Service Department Manager that the repairs would be started immediately and that the parts for the windows were already on order.  Our 5th wheel needed the following repairs: Rear air condition needed to be replaced; Oil from air conditioner was all over roof; middle hydraulic level leg leaking oil; bed platform corner knocked out by bed shock would not support the mattress; when we used the DVD player that has a glass covering in front of it, the unit got so hot the wood underneat the DVD player was warpping and we were afraid it would start a fire since there is no air circulation in that enclosure for the DVD; replace living room window that overlapped; replace bedroom window emergency exit blocked by the roof ladder; put up the night shade in the bedroom so people can't see inside the RV; shower stall leaking in the corner; kitchen table is loose and twists at the base; little water pressure in shower; ability to see daylight around entrance door at kitchen;  door guard/closer  damaged the door requiring the door to be repaired.  There were more items but these are the major ones needing repair.

Thursday, October 17, 2013, a friend of ours went by Fun Town RV to check on the status of our RV.  He was told that they were waiting on parts and that they needed us to call the factory to help get the parts sent to them. Our friend called us and told us what he had been asked to tells us.  October 18, 2013 we went to check on our 5th wheel RV for ourselves and found not one repair had been made to the RV.  It has been sitting on their lot for almost five weeks with nothing being done to it.  We were told by the service manager that they were waiting on parts and could not get them. The parts were ordered and were approved by the factory but they (Fun Town RV) could not get them.  Our anger began because only four of the items needing repair required factory parts.  The service Manager advised us that most of the service work could have been done in-house without requiring factory parts but that they were waiting on the windows and sofa from the factory before they did any work.  

,So instead of doing any repair work, the service people were asking us the customers to contact the factory to get parts sent out to Fun Town.  Isn't that the dealers job to get the parts and contact the factory or is it the customer's job to do this? Fun Town Service Manager gave us Gary Mast number at Forest River Mfg to assist in getting parts.  When we spoke to Gary, he knew nothing about our 5th wheel.  He did check on the computer logs and said that Fun Town RV was dealing with the Service Dept of the factory  Joe Schueneman.  Gary suggested that we call Joe Schueneman Monday morning to find out the status of things. Gary also told us that Fun Town was supposed to be dealing with the window  and sofa manufactores to get the parts and not his parts department.

Meanwhile,  why does an RV have to set 5 weeks without being touched? The service manager told us that most of the things could be done without requiring factory parts but that they decided to wait until they had all the parts to begin the repairs....5 weeks and our 5th wheel has not been touched!  That's warranty running out sitting on their lot and we are paying for a 5th Wheel RV that we can't use because Fun Town RV hasn't even start making repairs to our RV and can't seem to get the parts that the factory and Fun Town have known about since July 30th!!