ComplaintsforCampers Inn of Kingston, Inc.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the beginning of august I notice the seal on the back right of the camper has blow open, water was leaking into the frame (Thankfully not the interior of the camper) I booked an appointment for The Campers Inn in Raynham they only had an appointment for November 1st, so i took it and watch the seal like a hawk when it rained i would cover it and such. The seal was replaced by the Raynham store and they tried to submit it via a warranty but it was denied by Forest River doing to the seals being "Routine Maintenance" ok. Well i sent a email to the Kingston store explaining that this situation is not alright considering i had the camper for 6 months at that point and the seals started to fail without any damage or reason. I sent an extremely nice email to the sales person and included the Raynham store reps. No response to my email for weeks. So i tried calling the store multiple times leaving messages with no response. Only after the business manager of the Raynham store sent a follow-up email to my original email asking for an update did they call her directly and say they would not pay for the work to be completed. They did not even have the common courtesy to call me directly and explain why they wont pay for it. In the end Raynham dropped the price because they were also frustrated about the situation. So in total the $800 dollar re-seal cost me just over $400 dollars because of the goodwill of ********* at the Raynham Campers Inn. The Kingston Campers inn acted like a bunch of sleezy salesmen who do not stand behind there product. Paid $16,000 for a pop up and they did not have the common decency to call me back or answer my email. I would like my money back and i would like the Kingston Campers inn to take some ownership of the problem. Seal's fail, i get that. But they do not fail after 6 months of purchase.

  Business response

  03/11/2024

  We had seen his Google review and I actually reached out this morning to let Mr. ****** know we will reimburse the monies spent to have his roof and camper sealed. Warranty doesn't typically cover sealants and that is why it was denied, but we are working on getting his monies paid back to him. I told him we would be back in touch soon.

  Customer response

  03/19/2024

  
  Better Business Bureau:
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** 21412929, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased NEW Travel Trailer 2/23/2022. Charged $995 for "peace of mind pick-up" Upon picking up the trailer there were several noted issues: -Dent in refrigerator -Tear in the awning -Grey water tank sensor no functioning -Seller agreed to install a second battery and that was not done I needed to accept the trailer because I had a planned trip the same week. Campers Inn made note of these issues and said they would be in touch to remedy the situation. I never heard from Campers Inn again. I made several calls to the Service Department and did not get a call back. After several attempts I emailed the sales person on 09/06/22 to find out why no one has called me. In November I finally got a call back from the service department and they said they have not been able to get parts and that everything was documented and they will be in touch. After not hearing from them all winter, I followed up in April of 2023. After several weeks an service team member from Merrimack (Kiersten) called me back and said all the notes were in tact, but she needed to do some research on the issues and would get back to me. I never got a call back. In June 2023 timeframe I was able to connect with service in Merrimack and they said that since I bought it in Kingston I would need to follow-up with them. In that same month I called Kingstone service and was directed to Shelley. She called me back on 8/2/23 and said she "has a note to her warranty administrator and she would be in touch to schedule me". It is now 9/9/23 and I have not heard back. This was a NEW travel trailer. It has been 19 months since I purchased this and I have not been able to get this business to provide what I purchased. It is only from my constant pursuit that I even get a call back. I have been more than patient and would like this resolved.

  Business response

  09/11/2023

  Good Morning, we absolutely owe *** ****** the repairs. We had initially thought he was taken care of by our sister store in Merrimack, and then he called Shelley early August and told us Merrimack wanted it to come back here...no problem.  We need to track the parts as some show undelivered as of yet. ********** has been slow in the past getting us warranty parts. The awning fabric I will need to reorder as it has been here a while and doesn't store well, so Shelley will work on that. I do know they tried to get authorization before, but attaining the authorization was slow, and added to the delays. We will be back in touch to schedule the repairs here, in Kingston. Once we have a good idea of when we will have the parts all here, we will schedule *** ****** ***

   

  Thank you,

  Chris R**

   

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2022 Rockwood RV on 19May2022. Picked up the RV on 11June2022. Traveled from Kingston, NH to Cumberland, ME with the RV. On 16 June I installed the tire pressure monitoring system which came with the RV. Two of the tires showed a PSI of 20 and 40. The other two showed 80PSI (the required PSI). Filled up the two to 80PSI. Continued to check PSI over the next two weeks. One tire was losing 3 pounds per day the other was losing a pound per day. On 30 June removed one tire that was losing 3 pounds per day and took to local tire shop to have it repaired. Tire shop said it was a defective tire. Called Tony Vitone on 1 & 2 Jul left message. Received call from Tony on 2 July to replace tire and send him the bill which I did. Replaced tire on 5 July. Left for camping trip on 8 July. Still losing air. Took tire to local tire shop near campground area. Advised that the rim was defective. Showed me where air was leaking out of the rim. Called Tony on 15 and 16 Jul left message. Talked to Tony on 16 Jul reference the problem with the rim not the tire. He asked me to send him pics of the rims. Send off pics that Tony had asked for. Asked Tony to keep me posted on the progress. I'm having to bring a compressor with me on camping trips. Have to put air in two tire every time I move the camper. Didn't hear from Tony until I sent an e-mail to the dealer ship on 10 August completing about the lack of action on this matter. Tony called on 11 and 12 Aug stating that he was working the problem and would try to get the two new rims shipped direct to me in Cumberland. It is now 2 Sep and have not hear anything from Tony or the dealership in over three weeks. I have a concern that the defective rims could fail at any time that I'm driving down the road and cause an accident. This could and should have been resolved back in July. I have been on four camping trips with the new RV and each one came with undue stress because of the rim issue.

  Business response

  09/06/2022

  We did find out he was having issues with his rims, with his help getting information off of them (he was at his home and not at our dealership), we got the rims authorized for replacement and ordered on 8/12. I have reached out to the manufacturer for an update on the rims and will update the customer once we find out. It is a normal warranty procedure and we are not trying to inconvenience the customer.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Rockwood 1940LTD pop up tent trailer on March 15, 2022 (see attached purchased order). I picked up this trailer on May 6, 2022. Upon opening up the tent trailer on this date we noticed 2 fans missing and damaged entryway door frame(see attached pictures). Contacted Campers Inn by email (see attached email)/phone and was told that both of these items was ordered and shipped out shortly. Here we are 3 months now without neither item in hand. I have called Campers Inn every few weeks to check-in on status and they keep stating "they will call me back" and never do. I'm asking for either items or credit for not having these items that came with the trailer. Thank you.

  Business response

  07/28/2022

  I apologize for the delay, the thresh hold is in, but they sent the wrong part that were supposed to be the fans. We did receive a stock order of them so all 3 items will go out in the mail tomorrow. Again, we apologize for the delay and let me know if there is anything else needed.

  Customer response

  09/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a camper in august 2020. It had a few items to be addressed. I reached out several times and received excuses after excuses. I wrote a Google review and received a nasty email from the manager regarding my review. They showed up 1 time with 1 item to be replaced only to find they ordered the wrong item ( this was after they did a site visit to get the correct part information)) then I got 1.5 years of Covid excuses. I reach again and was told that all parts were in , never received a call to schedule. I have reached out to Chris R**, the manager ( my contact all along) and at this point I have not received any correspondence back. This has been a 2 year process with no result and poor customer service

  Business response

  05/27/2022

  Good afternoon,

   

  We apologize for the delay in repairs, but this is an Rv on a seasonal site, and road service is tough to handle. We will go out Friday 6/10 to complete the repairs.

   

  thank you

   

  Chris

  Customer response

  05/31/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17259649, and find that this resolution is satisfactory to me.
    I only wish it didn’t take me reporting them to the BBB for a resolution. The communication has been horrible on their part. Now let’s see if there is follow through on the repair date 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. On 7 May 2020, we purchased a Motor Home, Vin #:*****************. 2. On 24 March 2021 I took the RV for NH State Inspection, and it FAILED due to NO Taillight or Marker Light on Rear. 3. On 29 March 2021, I went to ********** for Warranty Repair of this not working Taillight / Marker Light. 4. On 8 April 2020, following the recommendation of **********, I delivered the RV to Campers Inn RV for Warranty Repair of the failed Taillight / Marker Light Repair. 5. On 8 May 2021, I paid $139.92 for this repair. 6. My 1-year warranty expired on 6 May 2021 - exactly ONE day after Campers Inn RV completed the repair. 7. I USPS mailed them on 13 December 2021, and to date have received neither phone call nor correspondence from Campers Inn RV. 8. I am not asking for mileage or gasoline expenses for 2-wasted round trips on a non-existing brake light repair. 9. I am only asking for $139.92 for the repair completed 1-day after the warranty expired.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/12) */ Good afternoon, We had tried to explain to Mr.******* that blown fuses are not covered under warranty regardless of being within the 1 year warranty period or not. He feels the RV is missing a 3rd brake light when in fact it is a longer light assembly that houses 3 individual marker lights, and a camera. He went to get a Nh state inspection and it failed because that facility does not know it is not required to have a 3rd brake light, it is an RV, not an automobile. However, we did reimburse him for that bill, for when the shop that failed him, still charged him. The customer did receive and cash that check end of July. If all he wants is the $139.92, we will gladly pay it, but it does not mean it was a warrantable item not covered, but something Campers Inn would like to do for him. He has been asking for money for the failed state inspection, we called and left a message that the check was sent and cashed by him, and now he wants another bill taken care of. This will be the last item we will cover as a goodwill gesture. Thank You--Chris R** Consumer Response /* (2000, 7, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2021 Semi Used Camper from them back at the end of July 2020. Someone had bought it, owned it for a month or two but wanted something bigger so they returned or so I was told. The week we brought it home we brought it right to camper. The first weekend we had it at camp we right away were having issues with it. I called the dealership that weekend ( which took a few days of calling to finally get someone on the phone). When I finally spoke with someone I was told that I had purchase their best warranty and that everything would be covered that the issues I was having with the camper were minor and I was told to finish out my camping season because there was only 2 months left and give them a call then and they would get the camper taken care of. At the end of season Nov 2020. I tried calling the dealership a few times and left messages but never heard back. Multi attempts of trying to resolve issues we are still fighting with them to come to a resolution

  Business response

  05/27/2021

  Business Response /* (1000, 5, 2021/05/05) */ the ****** family bought a preowned RV in July. They used it for the rest of the season and compiled a list of concerns. They contacted my Service department and we relayed their concerns to the GM. The GM allowed us to perform $1300 worth of repairs, parts and labor, and charged the ****** family $0 dollars. They called after picking it up, and setting it up and using it, they had other leaks NOT MENTIONED TO US IN THEIR INITIAL LIST. Once I spoke to the ****** family, and we discussed their current leaks, they admitted that they winterized the trailer themselves( date of purchase 07/20) they used the trailer and prepared it for the winter themselves. We, as a company, decided to help them one last time at no charge, and I sent out a tech, after hours to accomodate a quick response, to replace a kitchen faucet and toilet valve, again, at no charge. The leaking toilet valve did allow water to get into their underbelly( enclosed area under trailer with insulation for fall camping), and got he insulation wet. We were going to go back yet again to assist with removing wet insulation but I will hold off until I am told to do so as our free help is unappreciated. They purchased a pre owned RV with no expressed warranty short of any extended warranty they may have purchased. We have not denied any work to date. The reason for the delay this winter was waiting on them to get the trailer to us. Thank you Chris R**

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