ComplaintsforKamper City

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my camper back to this company because of the 3k$ in work that they did on my awning was sub par. The first thing I was told was “if you don’t like it, take it somewhere else”. The awning won’t open, has a twisted mount and half of the “wood” lag screws are rusted and the other half are still silver. They didn’t Caulk any of them and I was told that is normal. I had the worst experience ever

  

  Business response

  07/07/2023

   Good Afternoon

  Mr. ****** came into the dealership yesterday and came to our service department for repairs to his unit.  He was greeted by *****  our service writer to be shown what services needed to be done and shown ***** that his front awning arm was twisted and needed to be replaced, Upon inspection he told ***** that we will be fixing it for free because we did the repairs back in 2022 and he paid for the repairs on 12-19-2022.  we have included the work order  that was preformed and customer paid for repairs and accepted the unit in its completed state with a new awning fabric, tube, and arms.  the repairs were then demonstrated in front of Mr ******  and he signed off and removed his unit from our dealership.  we havent heard from Mr. ****** until 7/6/2023 stating tht we will be fixing this for free and our quality of work was substandard and demanded us to repair it for free.  when my Service Director who has been employed here for many many years, came out and saw the twisted arm, told Mr. ****** that that isn't a defect from our workmanship and Mr. ****** got irrate and then started to be very vocal and told my Service director that he was an A**ho** and he wanted to talk to someone else,  We obligied and we got our operation manager out to talk to him, and Mr. ****** told him to not bring over my Service Director ****, because he already told him that we aren"t going to repair it for free and then got extremely aggitated and started to be disrespectful to him as well. At that point, they ( my staff) made the decision that we needed him to remove himself from our dealership so that the scene he was making needed to end and  was not acceptable.  after several attempts to ask him to please leave, he finally complied.  We are a preferred Insurance, warranty, and customer paid service center.  All of the insurance companies refer their customer to get their work done here because of our reputation of being fair and professional.   

  It is unimaginable that a repair that was done 7 MONTHS AGO will fail at this time  and not immediately even after we shown MR. ****** that the repairs were done properly in December 2022.  with all of the repairs that we have completed on trailers and specifically on Awnings, there are only two fesibal reasons why his awning arm twisted in the manner in which it did. having said that we were not there when the incident happen but with many prior customer awning issues that are indenitcall to Mr. ******'s is that it was most likely extended out and a wind storm came in and caught the awning and with the force of the wind caused the awning arm to  twist in the ,manner in which it did.    a second scenerio is that there was an outside influence  meaning perhaps a child hanging on it, a dog leashed to it or something of that nature.  irregardless the repairs that we did could not of caused this.  I have enclosed a picture of his unit being repaired with the awning in the condtion it left here in 2022.   the reason why there are rusty bolts and shiny bolts are simple.  when it came in without an awning, the reason why the old bolts are there is because we werent able to put new bolts in the old holes, because of the forced that made the old awning came off made those contact points to the trailer unable to be used and we needed to reattach the bolts to an area that wasnt affected by the initial incident so we put the old bolts in there to stop water penetration from entering his camper and causing further damage.    We also shown in pictures included that our reattachement of the awning arm was still intact as of yeterday.   this damage was self induced by his actions or actions of people utilizing his unit. 

  At this point, after the scene that Mr.****** demostratred yesterday and completely disrespected the staff, we do not want to offer any further communications with him.   We never have made a statement like this to one of our repair customers, we truly believe in customer satifaction, however his demeanor is totally unacceptble and if we were able to offer him a resolve, we believe it would not be acceptable to him.   the repairs are nominal, and awning arm would be around $317 and and hour labor of $140.00  but he never allowed us to offer him the cost of repair. 

   

  i am always available to our clientele 

   

  ******* *****
  President
  Kamper City

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new camper from kamper city and a month later, i noticed a roof problem. I called MULTIPLE TIMES and sent pictures with no response. Finally, they answered my call and told me that it is normal and they wont do anything about it.

  

  Business response

  08/05/2022

  we have filed a warranty claim with the manufacturer   we are waiting for them to approve.  we didn't build the product and are not able to do repairs until we are authorized to do so. 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2022 I purchased a used camper. When I picked up the camper I noticed that the mount (it is a slide-in pickup camper) on the passenger side rear was pulling off of the body of the camper. I brought this to the attention of the salesman, he and a mechanic removed the sewer hose holder so that the interior of the camper wall was visible. They put large washers on the tops of the bolts and assured me that there would be no further problems. In May I took the camper on the first trip and while in route the mount pulled completely away from the camper.t This left a 4 inch square hole in the camper. I took pictures of the damaged area and sent them to Kamper City. I later phoned the business and was told by the sales manager that I would have to pay to have the camper put right. I feel that it is relevant to note that I payed top dollar for what I expected was an almost new quality 2018 camper. Price paid approx. $17,000 I will attach a picture of the damage.

  

  Business response

  07/09/2022

  On 03-24-2022 Mr. ***** purchased a pre-owned 2018 Travel-lite camper from Kamper City. At the time of pick up which was 4-18-2022, our technicians did assist Mr. ***** is getting his Travel-lite installed in the bed of his truck. At that time our technicians did make a repair to the tie-downs and the replaced a circuit board of the refrigerator of the Travel-lite to make sure Mr. ***** was comfortable with his purchase. The Travel-lite was not damaged as represented in the picture. We would not have left it leave in that condition. Any of our pre-owned units are sold as-is with no warranty.  If he was not comforable with our repair at the time he picked it up, we would have been able work with getting this addressed at that time. Being that a considerable amount of time has passed between when Mr. ***** picked his unit up and now, we have no way of knowing what might have been done to his Travel-lite. I cannot say if Mr. ***** put to much torque on the tie-down or what happened after it left our property. When Mr. ***** called we did explain that the unit was sold with no warranty as he agreeded to when the unit was purchased(see attachment). To assist Mr. ***** we would be willing to make a repair to the unit at a reduced cost, we cannot however repair for free. Thank you

  Customer response

  07/14/2022

   I am rejecting this response because: The argument that too much time had passed does not work. I was not able to use the camper until May because there was a toilet installed by them that leaked when I first tried it in April. I waited until mid May for the dealer to dispatch someone to repair the water leak. Then I took the camper out for the first trip in late May. During that trip the support (see picture) began to pull away. Regarding tightening the hold down too much I don't think that is logical because the mount began to pull away when their own mechanic tightened it down.
  
  

  
  

  Ps. I forwarded this picture to the salesman and asked him what we were going to do. I have this message saved from May 2022.

• Initial Complaint

  07/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a defective travel trailer on April 15, 2021 in the amount of $7,361.81. The company committed to have the unit repaired. They promised to repair a missing bolt, several window seals, and the slide out. I was promised that I'd be able to pick up my unit by simply providing a 24-48 hour notice. After calling several times and even leaving voicemails, I posted a negative review and someone finally called me back. Upon trying to retrieve the camper, nothing was repaired except for the bolt. A supervisor advised the technician to repair the seals also. The slide had not been repaired at all and they had no intention of repairing it. They claimed that it was 'As is' and it was, with a promise to repair. After speaking with the person who promised to repair it, they attempted to repair the unit Long story short, they did a terrible job and didn't even bother to try and order replacement parts for the damaged areas. In an attempt to get a proper repair, they hung up on me.

  

  Business response

  07/19/2021

  UNIT WAS SOLD AS IS   MY STAFF WENT ABOVE AND BEYOND AND REPAIRED THE ISSUE AND CUASTOMER PICKED UP TRAILER TODAY   ONCE AGAIN UNIT WAS SOLD IN A AS IS CONDTION 

  Customer response

  07/19/2021

  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.

• Initial Complaint

  04/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2021 Forester Coachmen Catalina Expedition travel trailer on April 9, 2021. It was scheduled to be delivered on April 24. After the "prep" and quick explanations of functions and trailer hookup by, (call us anytime with any issues", Dave, I drove it home, less than 20 miles. Upon reaching home, the keys that were given to me did not work to unlock the trailer. Called and texted Anthony, salesman. He came out, confirmed that the wrong keys were given to me, during the late night, returned and placed 3 keys, (originally 4) in the passthrough storage. 6 hours into my journey with the trailer, pulled over to use bathroom. The door would not close with steps down (had not attempted by or with Kamper City). Texted/called Anthony again, (recorded by dash cam), and he gave excuses and complex instructions to try and fix problem. Had to travel with malfunction door into CT for dealer to fix. At RV park, hooking up, heater, slideout, & electric outlet didn't/doesn't work. It's a LEMON

  

  Business response

  04/29/2021

  Tell us why here...Good afternoon
  
  My name is Michael D****, I am the owner operator of Central Ohio Wholesaler DBA Kamper City. I am responding to the above-mentioned complaint issued by ****** ******** on 4/29/2021.  With every complaint there are two sides to a story, this what we would like to communicate with you the events that accorded chronologically. We value the BBB view as well as our customer and want to make sure that we can represent the events so all parties are able to get a better understanding.  We also will be open to hearing anything our customer wants to add.
  On April 9th2021 ****** ******** came in to look at travel trailers.  She talked to one of my staff (Anthony B****), and Anthony and Miss ******** went thru the trailer from front to back, there was another couple looking at the trailer and Miss ******** stated that she would take the trailer.  It was a very pleasant transaction and Miss. ******** asked us a multiple question about camping and accessories that she would be needing.  We completed all the paperwork and we scheduled her for her demonstration and proper usage of the unit that she purchased.    She was scheduled at 2pm on April 24th 2021. 
  Miss ******** arrived with another female and during her presentation the other lady was heard saying to Miss ******** that (THIS ISNT YOU) nevertheless the show thru went on without issues and was given a very elaborate orientation and explained how everything worked.  There was an issue with the steps prior to the show thru and we already were in contact with the manufacturer on April 22nd and our warranty department started a claim on behalf of our client. 
  At this point we are still awaiting a final determination from the manufacturer allowing us a remedy to satisfy the imperfection of the entry steps.  The manufacture does have the right to and is obligated to fix any and all imperfection during the one-year warranty that they provide to their customer. This is exactly what is being done and this process was started before Miss ******** did her show thru and we indicated to her that there was an issue with the steps.  Outside of the step issue   everything else was gone over and explained to Miss ********, and after the completion of her walk thru We presented Miss ******** a form in which she signed stating and I Quote (I certify that I made a complete inspection of the vehicle at the time of purchase and found to be without defect)    later that evening Miss ******** reached out to her sales person Anthony after hours and He responded to her and actually went out to her home to show superior customer service. 
  Here is his reply to her accusations
  On saturday April 24th at approximately 815 pm i received a phone call from ****** ******** that she was getting ready to load her camper to leave on her trip the next day but she was unable to get into the camper.  I told her that it was possible that they were wrong keys or that the lock could be jammed and that I would come to her house to look and see that the problem was.  When i arrived at her home i found that the door was indeed closed and locked and the keys she had did not work.  I used my master key to open the door and get a different key code.  they were the wrong keys; I apologize for the mix up and i told her i would bring the correct key Sunday morning.  While we were standing there talking, I decided to just go to the dealership immediately and get the correct keys.  I returned to her home with the 3 keys and tested each one before leaving them in the prearranged spot.  (front storage compartment).  We had agreed to leave them in this spot because she needed to go to bed.
  
  On Sunday April 25th at 613 PM i received a text from her stating that the door would not close and lock with the steps down.  I contacted our service manager for suggestions on a remedy before I called her back.  While discussing it with the service manager i received a voicemail at 712 pm from the client telling me that she was very pissed off and that i had better return her phone call that night or she would be filing complaints against Kamper city and Coachman first thing in the morning. 
  
  I returned her call at 718 pm and explained to her that every time the camper is set up that there is a possibility that she will need to adjust the legs on the steps.  the customer continued to yell at me and tell me that this was not true and that it was unsafe for her to be in the camper.  I reminded her that when she originally came to the dealership to purchase the camper that the steps were down and that the door was closed.  she was not listening to me and at one point i even had to ask to let me finish my explanation without cutting me off.  she finally said she would try that and get back to me.  i also told her there was nothing else i could do that night and i was having dinner and i would work on it Monday morning.  This was the last i Heard from her.
  The issue that Miss ******** is experiencing isn’t that uncommon for some of our customers especially those that are new to this lifestyle.  Our technician and our staff go well above then other dealerships.  We strive to have our customer complete satisfied with their experience with us.  We do exceed the majority of the time and we believe we shown that we did in this case as well Going to her house after hours to make things right for her is an example of service after the sale.   The unit she has isn’t a lemon and one might suggest that she goes thru another show thru to be better educated to specific concerns that she may have or have some confusion to the proper operate of her camper.   She can not return the unit to us and get a refund; the warranty is thru the manufacturer and she can proceed to seek settlement from them. 
  She also signs a document that basically states that Kamper City is selling her this   unit in question in an as-is condition and hold use harmless
  
  We truly do understand her concerns however the brand she purchased is far from a lemon and she should allow Kamper City to readdress her concern before going to this extreme.  There could be a typical case of buyer’s remorse.
  
  
  Sincerely
  
  Michael D****

  Customer response

  05/03/2021

  Under the Magnuson-Moss Warranty Act, I am requesting a return and refund on the items included in my purchase of 2021 Forest River Coachmen Catalina Expedition, purchased on April 9, 2021 and picked up after "safety and functionality" prep and review. As you know, the transaction off the lot experience began by Kamper City passing on the wrong keys to the trailer, delaying my departure for my deployment. Next, the door malfunctioned and needed repair 6 hours into my trip. As you know, the slide out has not/ does not work, the furnace has not/does not work and the electrical outlet on the bed has not/does not work. Kamper City has refused to address any of these "Lemon law" issues. The trailer is now 1 week old and has not worked since it rolled off your lot. As you also know know, I am deployed to a federal disaster site, not vacation. Driving the trailer 11 hours back to Ohio to have Kamper City fix the issues is not feasible. I am requesting a full refund and that Kamper City make a

  refund

  Customer response

  05/24/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ****** ********

  

  Business response

  05/24/2021

  Date Sent: 5/22/2021 3:02:40 PM
  we have address this once before and the customer didn't respond in a timely manner and  you guys closed the case.  we are not responsible for the allegations she is seeking remedy on.  the unit is warranty thru the manufacturer and has  the right to satify their customer.  we have her signatures on documents releasing us from any and all liability from the purchase, My attorney has reached out to her about this matter and from this point i will leave everything in my attorney hand.  This is unwarranted, she need to seek out the manufacture.  and as she said in the so called prep  she sign off that the unit left with no defects   have a good day   Michael

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