I purchased a 2013 Redwood 5th wheel RV from Family RV, Morgan Hill CA, which they had listed online @ rvtrader.com. Through many communications both via phone and e-mail I was assured by the sales team that the RV was in excellent condition except for two minor scratches on the exterior. I purchased the unit sight unseen and with no implied warranty and had the coach delivered to my home.
On my first day of use the grey water tank leaked and filled the basement with drain water. Subsequently, it was found that the tank was completely full, completely plugged and leaking out the top. The tank had to be completely removed, flushed, repaired and reinstalled and a cost of over $1400.00.
My second day of use the roof membrane separated from the front cap and tore approximately half way back from the front of the coach and had to be replaced at a cost of over $9000.00.
After incurring two weeks of motel charges while the roof was being replaced I once again took possession of the coach and discovered that the refrigerator did not operate in LP mode. $431.00 in refrigerator repairs.
I wrote a letter to Family RV stating that they had misrepresented the condition of the RV and assured me it was inspected and to be in good condition. I stated that they had intentionally failed to disclose the true and accurate condition of the RV, either to me personally or in their sales ad on rvtrader.com. I received a letter from their attorney stating that I had no claim, there is no warranty, and the sales staff was not responsible for statements made concerning the condition of the coach. They did offer a $2000.00 settlement which I refused to accept. An additional offer of $3500.00 was not accepted as I now have approximately $11,000.00 in repairs.
I have many pictures and documentation from independent inspections and it has been positively concluded that the failure of the roof was due to the pre-existing condition of the roof. And that the representatives of Family RV in Morgan Hill, California intentionally and without regard failed to disclose the true condition of the RV at the time of the sale.
This is not a warranty issue, this is a failure to disclose issue. I have submitted a complaint to the office of the Attorney General of California and the DMV Office of Investigations and the Better Business Bureau. The bureau attempted to communicate with Family RV on two separate occasions to no avail.
The following are e-mail communications between myself and others as noted:
We check for rips, tears,. leaks ect.. - Family RV, Sales Group, 6/12/2017
There are no recalls on the roof this happens do to voids in the sealant.
- Jesse Sidwell, Redwood RV, 6/16/2017
We took pictures of your roof before we started any of the replacement repairs and these are our findings. All of the seals were cracking (badly) and should have been resealed before purchase or at least noted somewhere and disclosed. The roof cap screws and molding were separating from the roof decking which is what caused the roof material to separate from the roof, subsequently ripping it down the middle and causing it to fail. In one of our pictures you will notice that there is a roof vent that is coming completely off of the coach and had the seals been inspected and resealed before hand this roof vent might have possibly held up to the wind which you can plainly see it did not - TransWest RV and Truck Repair, 6/23/2017.
No signs of abuse or collision. Appears to membrane came out of the front cap causing a pocket for air to catch while driving and tore roof material off. PDA Appraisal, 6/12/2017
I orderd a pair of plastic fenders over the phone from Lenden the service maneger. The info he asked for was the vin # of my RV. He said the only other info he needed was a color, dark or light. When the fenders arrived I imeadeatly noticed the screw holes were different but he insisted it would fit. Less than an hour later I called him and told him everything was a mismatch, nothing fit or lined up. He then informed me there was no returns or exchanges. I tried to explain that either keystone or family rv should make the perchase right. After getting nowhere with Lenden I tried to talk to someone else in person. That person was Jerry Baird, the owner.
Jerry informed me that Lenden was his son and he was being kind by tring to half the cost of the new fender reorder. I told him that I already paid for the fenders in full and it was their responsibility as authorized keystone parts dealer to provide the correct part.
I provided the RV vin # and recieved the wrong part. Jerry quickly got adgitated and said there is no offer to help. He used profanity and told me to get off his properity. When I didnt move fast enough for him and tried to tell him his companies customer service was terrible, he violently threw me to the ground. I sufferd a skined up arm and was extreamly shocked and humiliated.
I called the Pomona Police and told them I was just assaulted and please send an officer. I told them what had happend and they then went in to talk to Jerry. Unfortunately Jerry had left the rv lot quickly. Odd after only arriving about 20 min before. The officers told there was no security camera to review (unfortunately). And the only people to see what happend were his employees.
They lied for him and said that I was aggresive towards him and he acted in selfdefence. Im 5'7" and 155lbs Jerry is around 6' to 6'2 and about 250lbs. I dont think violence would make much sence here. I have read other reports of him acting violent to his customers. I think this is a serious issue and its just a matter of time before he hurts someone.
The police said with no wittnesses to my side of the incedent they couldnt do anything. I think its sad that a business owner with multiple accounts from customers of violent behavior can continue to do business.
Family RV Reviews
Sadly, no honesty or integrity.
I purchased a 2013 Redwood 5th wheel RV from Family RV, Morgan Hill CA, which they had listed online @ rvtrader.com. Through many communications both via phone and e-mail I was assured by the sales team that the RV was in excellent condition except for two minor scratches on the exterior. I purchased the unit sight unseen and with no implied warranty and had the coach delivered to my home.
On my first day of use the grey water tank leaked and filled the basement with drain water. Subsequently, it was found that the tank was completely full, completely plugged and leaking out the top. The tank had to be completely removed, flushed, repaired and reinstalled and a cost of over $1400.00.
My second day of use the roof membrane separated from the front cap and tore approximately half way back from the front of the coach and had to be replaced at a cost of over $9000.00.
After incurring two weeks of motel charges while the roof was being replaced I once again took possession of the coach and discovered that the refrigerator did not operate in LP mode. $431.00 in refrigerator repairs.
I wrote a letter to Family RV stating that they had misrepresented the condition of the RV and assured me it was inspected and to be in good condition. I stated that they had intentionally failed to disclose the true and accurate condition of the RV, either to me personally or in their sales ad on rvtrader.com. I received a letter from their attorney stating that I had no claim, there is no warranty, and the sales staff was not responsible for statements made concerning the condition of the coach. They did offer a $2000.00 settlement which I refused to accept. An additional offer of $3500.00 was not accepted as I now have approximately $11,000.00 in repairs.
I have many pictures and documentation from independent inspections and it has been positively concluded that the failure of the roof was due to the pre-existing condition of the roof. And that the representatives of Family RV in Morgan Hill, California intentionally and without regard failed to disclose the true condition of the RV at the time of the sale.
This is not a warranty issue, this is a failure to disclose issue. I have submitted a complaint to the office of the Attorney General of California and the DMV Office of Investigations and the Better Business Bureau. The bureau attempted to communicate with Family RV on two separate occasions to no avail.
The following are e-mail communications between myself and others as noted:
We check for rips, tears,. leaks ect.. - Family RV, Sales Group, 6/12/2017
There are no recalls on the roof this happens do to voids in the sealant.
- Jesse Sidwell, Redwood RV, 6/16/2017
We took pictures of your roof before we started any of the replacement repairs and these are our findings. All of the seals were cracking (badly) and should have been resealed before purchase or at least noted somewhere and disclosed. The roof cap screws and molding were separating from the roof decking which is what caused the roof material to separate from the roof, subsequently ripping it down the middle and causing it to fail. In one of our pictures you will notice that there is a roof vent that is coming completely off of the coach and had the seals been inspected and resealed before hand this roof vent might have possibly held up to the wind which you can plainly see it did not - TransWest RV and Truck Repair, 6/23/2017.
No signs of abuse or collision. Appears to membrane came out of the front cap causing a pocket for air to catch while driving and tore roof material off. PDA Appraisal, 6/12/2017
I orderd a pair of plastic fenders over the phone from Lenden the service maneger. The info he asked for was the vin # of my RV. He said the only other info he needed was a color, dark or light. When the fenders arrived I imeadeatly noticed the screw holes were different but he insisted it would fit. Less than an hour later I called him and told him everything was a mismatch, nothing fit or lined up. He then informed me there was no returns or exchanges. I tried to explain that either keystone or family rv should make the perchase right. After getting nowhere with Lenden I tried to talk to someone else in person. That person was Jerry Baird, the owner.
Jerry informed me that Lenden was his son and he was being kind by tring to half the cost of the new fender reorder. I told him that I already paid for the fenders in full and it was their responsibility as authorized keystone parts dealer to provide the correct part.
I provided the RV vin # and recieved the wrong part. Jerry quickly got adgitated and said there is no offer to help. He used profanity and told me to get off his properity. When I didnt move fast enough for him and tried to tell him his companies customer service was terrible, he violently threw me to the ground. I sufferd a skined up arm and was extreamly shocked and humiliated.
I called the Pomona Police and told them I was just assaulted and please send an officer. I told them what had happend and they then went in to talk to Jerry. Unfortunately Jerry had left the rv lot quickly. Odd after only arriving about 20 min before. The officers told there was no security camera to review (unfortunately). And the only people to see what happend were his employees.
They lied for him and said that I was aggresive towards him and he acted in selfdefence. Im 5'7" and 155lbs Jerry is around 6' to 6'2 and about 250lbs. I dont think violence would make much sence here. I have read other reports of him acting violent to his customers. I think this is a serious issue and its just a matter of time before he hurts someone.
The police said with no wittnesses to my side of the incedent they couldnt do anything. I think its sad that a business owner with multiple accounts from customers of violent behavior can continue to do business.