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Old 06-03-2012, 02:21 PM   #1
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Summit and defective table

We bought a Kestone Laredo 303TG last March. The dining table pushes down and locks into place to make a bed. Summit informed us that the locking mechanism was broke when we were going thru the trailers final detailing and inspection before it was released to us. They promptly wrote us out a "WE OWE YOU" paper and we were promised that they would mail us the new table and we could keep the old one to use as a coffee table or as a table for our brand new outdoor kitchen for the inconvenience!! No problem. So we took the "WE OWE" paper and the trailer and went on our merry way.
After several weeks and attempts to contact them we were told that the bottom part where the mechanism is located is the only part they can replace AND we have to go there to pick it up as it is too big to mail. We reminded him what the agreement was and he said he would call us back......... he never did.
We are informed our salesman has been promoted to a finance specialist and wont return our call. We then call Summit RV and we are referred to a "Bobby" in the parts department who says bring whole table back to them to exchange the table for the one here in a box and that I will have to put it together. I stearnly told him we are not in the area and told him of the agreement we had with the salesman and of course he would have to talk with the salesman (now a financial specialist) and its been over a week with no call. I've left several messages with them with no return call. Am I screwed?
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Old 06-04-2012, 07:12 AM   #2
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No , keep calling everyday . How far are you from them ?
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Old 06-05-2012, 06:28 AM   #3
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I'd call them at least twice a day and try to get someone in management involved. I've found, when dealing with a situation like this, staying on them is the only way to get anything accomplished. Good luck.
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Old 06-05-2012, 06:49 AM   #4
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Does it look like this? or is it the post style that goes up and down? Ours is the Dream Dinette mechanism. It would come seperate from the table top. We added one to our RV and they had no problem shipping it to us.
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Old 06-05-2012, 02:06 PM   #5
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Put in a call for the general manager !
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Old 06-05-2012, 07:37 PM   #6
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Look folks, contact the better business bureau via online to file your complaint. They will contact them to resolve the problem. It must scare the bejesus out of businesses, because I get about 95% of my issues resolved through them when the businesses act like this! Trust me, it works!
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Old 06-05-2012, 08:29 PM   #7
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Write a letter to the President of the dealership. Include a copy of the "We owe you" letter. Mention that they get whole RVs shipped to them, it shouldn't be impossible to ship the table or parts to you. If you have to travel to them to get the part, mention your RV will be decorated with GIANT Lemons on the sides and the dealer's name prominently displayed. Suggest you plan to cost them more in business than the cost of the table by parking along public roadway in front of their shop. Include a copy of the letter to the manufacturer, I'm sure the dealer got the table from them and didn't pay, the manufacturer might be interested in how they handle sales and the value of their word.
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Old 06-05-2012, 08:39 PM   #8
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Subscribe to Trailer Life magazine and send them a letter describing your experience. They will make calls for you and publish it.
I've read a bunch of stories in their dispute section where they all seem to get resolved.

Also:
BBB

Social media reviews you can submit:
Post on their FB wall (if they have one)
Google places
Yahoo
*search for any internet listing that you can leave remarks.
*do all of the same things with the manufacturer.
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Old 06-08-2012, 01:09 PM   #9
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Thanks for all your posts and suggestions.
The table is a different than the one posted above. Theres a knob that keeps it in the upright position and a lever that keeps it in the down position. The base is spring loaded and telescopes up and down. Its the lever and catch that was missing.
After several more unreturned calls and e-mails to reach the proper people who were suppose to be helping us my wife finally took the defective table to the RV "superstore" and asked for the salesman. After waiting, and waiting, she became frustrated and asked for his manager. After awhile she began to get angry and started in on the receptionist when a manager finally came out. There was nothing he could do. Then came the original salesman who says he didnt recall any of the original agreement to ship the new table. and things got loud. When they finally did go get the table from the back it was the wrong table. They offered to keep the defective table there and promised to ship the new table when it arrived (just like last time) and thats when she really went off in front of the whole showroom audience. She wasnt leaving until she got a table, period.
When they realized she was serious and that she wasnt going to leave or quiet down they finally went out to another trailer and got a table for her.
She is happy now but I am still annoyed from the whole thing and the two trips there and back. I know I will not go back there to buy another trailer or recommend them.
Oh and it was not Summit RV (sorry), It was Dixie RV.
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Old 06-08-2012, 02:07 PM   #10
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Glad your wife handled the issue, The squeaky wheel gets the grease!
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Old 06-08-2012, 03:52 PM   #11
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"It is too big to mail"

If it fits through the door, it can be shipped, If not us mail then UPS or "Advance Shipping and Cartage" (A real name I choose as a generic for this post) or some such. But if it fits through the door (of the store) it can be shipped.. Heck, the motor home was "Shipped" to the dealer after all (Well driven possibly but it got there somehow).
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Old 06-08-2012, 04:20 PM   #12
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Quote:
Originally Posted by Skipper4RV View Post
Look folks, contact the better business bureau via online to file your complaint. They will contact them to resolve the problem. It must scare the bejesus out of businesses, because I get about 95% of my issues resolved through them when the businesses act like this! Trust me, it works!
Tried them on several occasions. O(ne was selling memory chips. BBB gave the company a "no problem" rating. Sent the chips in, company never paid, then went out of business. Turns out the owner had done this at least SIX times!! and the BBB knew it.
Next one was the dealer we bought our DSDP from, dealer had punch list, refused to do some items as in the written contract. Filed a complaint with the BBB, dealer wrote a letter to the BBB saying they had contacted us and everything was OK to close the case. Wrote a letter of rebuttal to BBB as the dealer had never contacted us, we did not get the repairs and we did not agree to close the dispute. BBB wrote back and said they were accepting the dealers letter and had closed the case. The dealer is now out of business though.
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Old 06-08-2012, 06:40 PM   #13
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Tried them on several occasions.
....dealer wrote a letter to the BBB saying they had contacted us and everything was OK to close the case. BBB wrote back and said they were accepting the dealers letter and had closed the case.
In my experience, the BBB seems to side more with Business (their middle B) more than the consumer. I've never gotten satisfaction from them on any issue. My daughter's birth had issues that caused more expense than 'customary and normal' and Blue Cross/Blue Shield wouldn't pay or even listen to our/doctor's reasons. Tried BBB, State Insurance board, nothing. When my daughter was 3 years old and the issue was still not resolved, I finally got it settled when I announced to the BCBS that my daughter was coming into their offices with the bill in hand asking for payment of her birth expenses. I also told them all the local TV and radio stations and newspapers would be there for the great photo op and story. The bill was settled within the DAY.

If you check a known crooked business on the BBB listing, they will usually have a great rating with no cautions.
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Old 06-09-2012, 06:06 AM   #14
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I bought a used shotgun with a 90 day warranty. Broke the first time I used it. Was told they would order the parts and no charge. When they came in, Owner wanted to charge me full price and denied the warranty. Wrote the BBB. Owner's rebuttal said I wanted something for nothing and contained misspelled and crossed out words and looked like it was written by someone who never graduated 5th grade. BBB sided with owner. Bought the parts(~$20.) and later found out I could have bought the parts directly from the manuf for less $. BBB was a waist of time.
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