REVIEW UPDATE SEPTEMBER 2019:…read more
RV Depot's owner, Steve, took time to get on a call with us personally to discuss the issues mentioned below. One of the things touched on was his dedication to ensure training was provided to his staff to ensure they are not forcing or expecting a review prior to completion of paperwork, as that should never have been a requirement.
Further, Steve provided for the cost of the damage part as well as shipping, fulfilling their responsibilities of the delivery of the Puma.
REVIEW UPDATE:
First, before we go into this update I want to make it very clear that we were advised multiple times we would not be able to complete the paperwork and, subsequently, take possession of our RV until we showed proof that we wrote this initial review found at the bottom of this page.
Is it not a violation of Section 5 of the FTC Act to force reviews prior to receipt of product, as would that not be considered an "unfair or deceptive [act] or [practice] in or affecting commerce"?
We complied to get the process over with, however we want to ensure other consumers are made aware of this behavior due to what we have to add now.
We utilized the company's 30 day layaway option, during which the company showed very little interest in answering our questions over the phone regarding our travel trailer and pick up arrangements. Each conversation was met with condescension and a lackadaisical demeanor. For example, when arranging a time to pick up our trailer we had to explain multiple times that we must travel up I-35 as we are from out of town and we expect to run into construction which would delay our travel time. We set the expectation of a 2 hour arrival window. The representative from RV Depot could not accept that as an answer and proceeded to tell us that he would set us up for a 12pm appointment as their time was valuable and our sales person would be busy attempting to complete other sales.
Once we got to the final day of pick-up, we were eager to take our RV home and, as such, were quick to disregard the hurried treatment we received through our walkthrough.
During the walkthrough a bent-up, damaged floor vent cover in the living area of our Palomino Puma was found in the kitchenette; when we asked Alexis and the technician (who was there performing other minor maintenance) about this, we were reassured this was "an extra after repair," and to disregard it.
While we continued inspection we were asked multiple times prior to being clearly done with our walkthrough if we were ready to finish paperwork. Being a used RV dealer, I would expect them to understand the importance of inspecting the product.
Well, a few days after our arrival home we discovered the damaged floor vent cover belonged to the gaping hole of exposed ventilation in the flooring beneath the portable carpet that our recliners reside on.
Once we discovered this, we immediately notified RV Depot with pictures, asking about getting this replaced (since it is still under its 6-month warranty). This was sent on 31 July.
On 5 August I followed up again, receiving a reply simply asking we give them a call. After being unable to reach anyone via phone multiple times, I emailed them again on 8 August stating the same.
Their reply was "My manager said that we wouldn't be able to ship you a new vent cover. They are very inexpensive and can be purchased online or at any place that sales rv parts or hvac parts."
While this may be an inexpensive part, why are we expected to cover the cost of something not only under warranty, but also something the dealer lied to us about and that was not fully looked into when we first brought it to RV Depot's attention during our (rushed) walkthrough process?
Unless you have no other option than to do business with this company - stay far, far away.
Original coerced review: "Great purchasing experience - lucked out with a 2018, single-owner travel trailer!"
