Boat N RV Broken Committments - Ripped Off Rockwood Tennessee

 On 5/23/14, I stopped into the Boat N RV Supercenter in TN and agreed to purchase a 2006 Class A Diesel Pusher RV Coachmen Cross Country.   As part of the negotiations, the unit was to be taken into the shop on Monday for an end to end check on the engine and coach including the replacement of the countertop. The cost of processing all the paperwork and the check was $1,995.  As part of the agreement, the unit was to be delivered to New Hampshire where they would pick up the trade in.

After several ignored phone calls and broken promises they finally delivered the coach on 6/13/2014. When the driver showed up, we walked around the coach and noticed that it had not been serviced.   Dirty dishes, dirty floors, missing countertop, broken seat belt, broken door, broken tail light and a check engine light on.   After talking with the Driver, it was clear that the unit had never made it into the shop because he waited 3+ hours for them to get the coach from the lot and charge the batteries so he could leave.

We contacted the Business Manager and told him we could not take possession of the RV in the current state.  He had the driver take it up the street to shop to determine what the problem was.   Unfortunately the shop didn’t have the proper equipment to diagnose the problem.   The driver returned and at that point, the Business Manager said they would find a place for us to take the coach for repair.  I told the Business Manager again that I couldn’t take possession or release my Class A RV without something in writing. The Business Manager sent me an email confirming they would fix the check engine light, the seat belt, screen door and send the missing countertop.   To add to the list, the next day we found out the furnace wasn’t working so he requested the service center work on resolving this as well.

On the 18th, they told us to take it to Concord, NH – about 70/miles away.  The Service Manager from the shop confirmed damage to the turbo and it needed to be replaced along with a section of the exhaust.  He also noted the oil hadn’t been changed, the coolant flushed and there was rust on the filters confirming it had not been serviced as agreed upon before being placed on the road. Total damage was $4,959.56 – All could have been avoided if they serviced the unit and stopped driving as soon as the check engine light came on.

We were supposed to leave on vacation on 6/25 but were told the coach would not be ready until Friday so we pushed to leave 2 days later. On Friday, we received an email from Boat N R that the coach would be ready at noon. When we called the service shop, the Manager told us he spoke with Boat N RV that morning and they would be calling back with a credit card. At 2:30he called them again and they said he was with a customer and needed to get the credit card from his boss.  At 5pm, I got the Manager from the repair shop and the Manager from Boat N RV on the phone together and confirmed they didn’t have a credit card.  At that point, the repair shop closed for the weekend without releasing the coach to us.

The Boat N RV Manager then told me he spoke with the GM in the PA office and was told she was only willing to pick up half of the cost since they couldn’t take liability for the damages.  I told him that I had voice mail and email that conflicted with that statement and he requested I send them along.  He told me that I would receive a call back in a half hour from either him or the General Manager.  From that point on, they stopped taking my calls.  I sent the emails he requested but still no response.   Since I’m unable to go on vacation, I called both the PA and TN office every hour and left messages until the receptionist stopped answering the phone. I let the phone ring until the General Sales Manager answered. Again promised to call back in 20 minutes and didn’t. Not sure what is left but to report the incident to the BBB and seek legal advice.