• Report: #286961
Complaint Review:

Kemptons Travel Town

  • Submitted: Mon, November 26, 2007
  • Updated: Wed, November 18, 2009

  • Reported By:MEsa Arizona
Kemptons Travel Town
3335 E. Main Street Mesa, Arizona U.S.A.

Kemptons Travel Town Refused Warranty Service! Mesa Arizona

*Author of original report: Interesting story by the owner...

*REBUTTAL Owner of company: kemptons travel town

*Consumer Comment: community responsibility

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I recently purchased a Travel Trailer - brand new unit. I checked with Kemptons first, and unfortunately, they did not have stock on the unit I requested. Also keep in mind as you read through this that I was a prior customer of theirs as well - I purchased a unit about 6 years ago from this place. Again, Kemptons was my first choice to purchase the unit - however, they had no stock.

I ended up buying my RV from a competitor in Tucson, which is over 100 miles from my home. Pricing had nothing to do with it - it simply came down to availability.

After my purchase I had a few minor warranty issues that needed to be addressed. Kemptons is a dealer for Forest River (which is the manufacturer of my unit), and therefore is authorized to perform warranty service, and would get paid for such service irrespective of whether or not it was purchased from them.

Upon dropping the unit off, the lady at the service desk was very rude. Clearly, she had a problem servicing my unit because I did not purchase from them. I did not argue about waiting for service or anything else - I only requested kind and courteous treatment. I later sent a professional correspondence to Kemptons, outlining my concerns as to how I was treated.

Shortly thereafter, I received a return correspondence stating they were refusing to service my unit! No reason was offered, other than there was a "conflict of interest", apparently somehow referencing the fact I did not purchase from them. Unfortunately, Kemptons is one of the few authorized warranty service centers for my unit close to my house, and their refusal forced me to drive across town for simple service.

This is how Kemptons treats a former customer, and someone who even attempted to purchase this very unit from them. Extremely rude and arrogant, with little obligation to customers. Forest River, the manufacturer, was unwilling to mandate that they provide service, even though they are an authorized dealer and should be obligated to service the unit on behalf of Forest River. The manufacturers response was poor, and they never even returned my phone calls or answered correspondence. Clearly, Forest River is not customer service oreinted and did little to help remedy this issue.

MEsa, Arizona

This report was posted on Ripoff Report on 11/26/2007 08:32 PM and is a permanent record located here: http://www.ripoffreport.com/reports/kemptons-travel-town/mesa-arizona-85213/kemptons-travel-town-refused-warranty-service-mesa-arizona-286961. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Interesting story by the owner...

AUTHOR: Kevin - (U.S.A.)

I found the owner's rebuttal to be fascinating and completely lacking in fact. He states there were conflicts both times prior when the unit was serviced - actually, the only conflict was the first time we brought it in - they simply did not want to service the unit, and felt the items that required service should have been taken care of prior to delivery of the unit. I won't argue that point; however, my point was that as a customer seeking warranty service, they should still be willing to service the unit. It was obvious at that point - the very first service - they were not happy with servicing the unit, as they were not the place of purchase. The second time the unit was brought in was for a blown converter - there were no issues on this service at all - they promptly serviced the unit and it was a done deal.

The third time I attempted to bring it in was when issues occurred. As stated in my original post, they were very rude when I dropped off the unit and I sent a very professional letter to Kempton's regarding this. This is when the owner got involved and they refused to service the unit. And the owner's story of a "personal conflict" is a not accurate. I involved Forest River direct in the issue, since I felt it was ridiculous they were refusing to service my unit.Forest River stated that they were unwilling to service the unit because Kempton's felt it was a conflict of interest - no mention of any personal conflicts. Forest River could not mandate that they service it.

Now, you want the real facts - I saved reference to all correspondence regarding this issue (Forest River and Kempton's). I sent Kempton's multiple letters / correspondence (mostly unanswered), and the only reply I received was a fax - telling me it would be best if I come and pick up the unit. The closing words on the fax, and I quote "Good luck to you in the future. One final note there are many things to consider when purchasing an item...Among them is service, maintenance, and warranty". You can interpret that comment however you want - again, no reference to any "personal conflict". I am unable to leave an e-mail address(site rules) in this rebuttal, but I will shortly follow up with a web address where you can click and review ALL correspondence to/from Forest River and Kempton's - completely unedited and in original form. I will also include contact information of everyone I spoke with. On a positive note, the manufacturer (Forest River) did end up being helpful in the end - originally, it was hard to elicit a response, and of course they were unable to mandate that the authorized dealer service the unit, but thye managed to allow another dealer (who typically doesn't do warranty service for that model) to service my unit. I think their hands were just tied on the issue. 

As stated, I did try to give Kempton's the opportunity to make the sale. However, forgetting all of that - if I were the dealer in this case, I would continue to provide excellent service, in the hopes that I could win the customers' future business, rather than act in an unprofessional manner as Kempton's did. It is quite obvious to me I was being punished for not giving them the sale opportunity. And again, I did send a letter of complaint to Kempton's when we brought the unit in the third time when the service representative was rude to me - but the letter was very professional and courteous, and as you will see when I post the correspondence to my web site, not demanding at all. What - you are not entitled to make a complaint without being refused service? And how does a simple complaint cause to a conflict of itnerest - quite obvious they didn't want to service my unit. One final note... I have purchased from Kempton's in the past - my first trailer was purchased from them back in 98 or 99.Nice way to treat a customer.
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#2 REBUTTAL Owner of company

kemptons travel town

AUTHOR: Kemptons Travel Town - (United States of America)

We do not refuse service because they bought some where else.

What this customer forgot to mention was he never gave us a shot to match the other dealers deal we would have matched his price and gave them a 1 year newer model.

what also the customer did not mention was we serviced there trailer 2 times before we had a conflict with them. Both times prior we had there trailer in and out in a very timely manor.  
On there third time into our dealership for non related problems the customer became very demanding, I explained to them that we had a personality conflict and there were many other service shops that could handle there service needs.

If anyone would like the whole story go to my web site and email me www.kemptonsrv.com 
Mat Mesa Az
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#3 Consumer Comment

community responsibility

AUTHOR: Harbinger - (U.S.A.)

As a prior small business owner, I would like to reply to this "commentary". I appreciate the predicament that he is reporting but do have my questioning. Many and I mean many people do not take into consideration being loyal to their community businesses. This person's mentioning of their choice in buying from a competitor not for pricing but for availability is questionable.

Case in point RV dealers inventory is always rotating, they could always order a specific unit. If the immediate need, is the cause for his out of community purchase (which does happen) then consideration should be given to the fact that any business, is going to give priority to thier consumers over those that would purchase from another! We would just call that good business sense. Especially of you understand the Rv industry.

I would like to inform Kevin of a little fact! Service centers in the RV industry (as well as the vehicle industry) cost the sales department money! They are an unrequired aspect to being able to sell RV's. Dealerships that do choose to operate and maintain service centers do so to have a competitive edge in obtaining future sales, lifelong customer loyalty and referals to gain more sales.

It is irrational to expect a business to show you the courtesy that you yourself did not provide them.
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