Beadry RV 2260 east main in mesa Arizona

Beadry RV 2260 east main in mesa Arizona

August 30, 2005

I regret having to write to you about an unpleasant experience I've had with your company. I prefer to contact a company only in praise of an employee or the company's actions. Unfortunately, my situation is such that it is necessary for me to forward a complaint to you.

I purchased a 2005 Raptor Fifthwheel RV on April 03, 2005, from Beaudry RV in Mesa, AZ for the purchase price of $40,401.20. On May 27, 2005, the Memorial Holiday Weekend, we made our first trip. On this trip we discovered several problems with this trailer both major and minor. The refrigerator did not cool on the propane setting, the microwave did not heat, only one burner on the stove would work, the awning had a tear that was repaired on the top side, the awning bracket was bent, the back ramp door is warped and Beaudry tried to seal it with a piece of rubber but the glue refused to hold, there was a gouge out of the bathroom door, and a drawer was broken. The day we were leaving the campsite there was water leaking out from under the trailer. Apparently the holding tank for the shower was cracked and all of the shower water had been leaking out into the bottom of the trailer soaking the insulation and sagging the underbelly membrane.

We contacted the Beaudry RV's Service Department on May 31,2005 and left a message for Gordon Young the Service Department Manager to contact us ASAP. Immediately following that call I called the manufacturer, Keystone RV, and spoke with a Bob Carter. I reported all problems to Bob and he noted them on the computer which the service department at Beaudry has access to. We told Bob that because there were so many problems we wanted a new trailer. Bob refused stating they had the option to repair the trailer instead of replace that is why they had warranties. We felt that because we purchased a new trailer that had a major manufacturer defect that caused water damage the trailer should be replaced. Had the problem been caught before the damage had occurred we would have felt differently. Bob also informed us that he would call Beaudry RV to let them know that the trailer was coming in.

Gordon Young returned our call the same morning at which time we also informed him of all the problems. He told us that he would be happy to work with us on the repairs but would not reassure us in any way. As we live 70 miles from the dealer and were not able to drop the trailer off during Beaudry's business hours we asked Beaudry to pick it up. Eddie Clayton, our service advisor, declined this request stating we would have to get an authorization from Keystone so that Beaudry would get paid for the trip. We contacted Bob Carter again and he agreed to have Beaudry pick up the trailer and stated he would fax the authorization right out to Beaudry. After several more telephone calls to Eddie at Beaudry and Bob at Keystone we were finally able to get the trailer picked up on June 03, 2005.

Beaudry happened to send a service tech out to pick up the trailer and he along with my wife discovered more problems. The metal around the fenders seemed to be pulling away from trailer, sheet metal bowing out under gas station area-one misguided screw holding it in place, driver side roof bulged out on front cap and the siding on bottom drivers side from front to back of trailer was wavy-metal looked like a roller coaster. The service tech was surprised that Beaudry would let a trailer in this condition be sold off the lot. The service tech stated he would let Eddie Clayton know about all of these problems and he took my handwritten list with him back to Beaudry.

A few weeks letter I called Eddie to see what was going on and he stated he was waiting for an authorization from Keystone to repair the trailer. I discussed my concerns with Eddie about the water sitting in the bottom of the trailer and my concern with mold issues. Eddie replied he could not do anything without an authorization from Keystone so that they would get paid. I called Eddie back a few weeks later and he informed me all of the repairs had been approved. I asked about the siding and he said Keystone would not authorize replacement of the siding. I then called Keystone RV and asked why. Keystone replied they never received a request for the replacement of the siding. I stated my lack of confidence in Beaudry's service department. The Keystone Representative assured me they had no problems with Beaudry. I then called Eddie Clayton back and informed him that Keystone had not received a request for the replacement of the siding. Eddie stated he would go out right then, take pictures and resubmit the request. Two weeks later I called Eddie again to see where he was on the trailer. He informed me they had received the wrong gray tank 2, the wrong part for the refrigerator repair and the wrong bathroom door. Two weeks later I called Eddie again to see where he was on the trailer repairs. Eddie stated he had received the wrong parts again. I asked if he had received the authorization for the siding, Eddie said he had not. I called Keystone to find out why. Keystone replied they had received pictures but no estimate. I again told Keystone rep. of my lack of faith in the Beaudry RV service department. I called Eddie again to inform him that Keystone had received no estimate for the siding. He stated he would fax it out again.

Two weeks later I called Eddie again to see where the trailer was at. He informed me we were approx. 8 weeks out waiting for cabinetry and metal for the trailer. Three weeks later I called Eddie again. Eddie said he received the metal and part for the refrigerator. The metal for the siding was the wrong color and he would have to reorder. Two weeks later I called Eddie again. This time he told me the trailer had just been finished that day. The next week I went to pick up my trailer only to find the underbelly of the trailer hanging down having been taped back together with black tape and the holes for the pipes not resealed, the roof membrane still pulling away from the trailer, the gas station door now had 10 screws, instead of one, missing the frame and the siding repair was out of line with the rest of the trailer. We then went inside to find greasy footprints on the linoleum continuing up the steps and across the carpet around the slide. A large gouge was taken out of the wood at the slide, awning not replaced and the bracket still not repaired. We could not check any of the appliances as the battery was dead and Beaudry was not willing to hook up to electricity. We went over all of the problems with the service advisor that was there, Mike Shepard. He stated his embarrassment, took our telephone number and promised he would get to the bottom of this and call us Monday, August 29,2005. We never received a phone call from anyone at Beaudry. Today is Tuesday, August 30, 2005, @ 9p.m. and I believe I'm not going to receive a call today either. Many times I have contacted the General Manager of Beaudry RV, Mark Nunzio, with absolutely NO satisfaction. Now I'm contacting you and asking for your immediate attention. We have had nothing but trouble for the past 4 months and are asking you to make this right.

I look forward to hearing from you. I hope you can respond within 30 days, so that we are able to resolve this problem in a speedy fashion.

Sincerely,

David & Shawnee Click this link to e-mail the message author: Email User