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PERSONAL and CONFIDENTIAL
Hello my name is Greg Keller and I have a serious communication issue with you. I filed a complaint with Camping World Corporate regarding our travel trailer. They assigned the complaint to Lindsey and there is where the breakdown begins. I believe you are attempting to clean up the horrible sales and maintenance history of Camping World. Your recent slogan "if your happy then I am happy". I have filed a complaint with the BBB hoping that would prompt a more thorough investigation into this matter. Unfortunately I was advised Camping World Corporate or Camping World Hanover are not BBB accredited. Although Camping World Corporate did respond and Lindsey and/or Mr. Collins both committed perjury by lying in their response. As I said in my response to the BBB, I did respond to each and every phone calls from both people and each time my response message was the same, The referenced water damage was reported to Camping World Hanover on 3 separate dates, 1 in 2018, 2019 and 2021. I have copies of all incoming and outgoing calls made to all person's, including multiple email correspondences. I am aware you are a very successful and busy man, but I think you are not made aware of these serious and costly complaints that could have been resolved early and simply had the service department was diligent in there inspections. They had the unit 3 times and over a months time on their lot. Additionally I was advised by Mr. Ripley additional damage to the unit happened while on their lot. We were never told what damage was done but after over a month there I received a call from Mr. Ripley the repairs from the lot damage was completed. Mr. Lemonis, I appreciate the costs of doing business but I also believe honesty, truth and reputations are more important. I have attached copies of the BBB documents and would gladly provide copies of emails, phone records, photos and other documentation you may need. We have been avid campers for 20 years but since our dealings with Camping World Corporate and Camping World Hanover, we have spent less time camping and more time trying to resolve this matter. There also appears to be numerous other customers that have a similar unsatisfying experience with your company. I would appreciate if you could find time to discuss this matter in person because the people that represent your company and you are not customer and service trained and qualified to deal with financial and emotional effects it has on your customer base.
Thank you in advance for any assistance and positive action that can be taken.
Respectfully,
Greg Keller
[protected]
Patricia Cuffley
[protected]
Attachments will be sent as a second message.
Page 2
ATTACHMENTS: Keller/Cuffley
1) Sent: 10/21/2022 1:18:57 PM
From:
BBB Chicago & N. Illinois
Print
To:
Gregory and Patricia Keller /Cuffley
Subject:
Message received from the business about your complaint
This message originally read on 10/22/2022
Gregory And Patricia Keller /cuffley
3246 Lineboro Rd
Lineboro,MD 21102
Dear Gregory And Patricia Keller /cuffley:
This message is in regard to your complaint submitted on 9/24/2022 against Freedom Roads, LLC. Your complaint was assigned ID [protected].
Thank you for taking the time to inform us of your experience with this business. BBB® has received a response from the business regarding your complaint. The details of the complaint activity (including the business' response) are viewable below, or attached, and/or have been forwarded to you directly by the business.
If the business’ response satisfies your concerns indicate as such on the case link "Accept Business Response" or let us know in writing that your complaint has been resolved.
If the business’ response does NOT satisfy your concerns indicate as such on the case link "Reject Business Response" or let us know in writing that your complaint has not been resolved. Please also provide a detailed explanation of what you continue to dispute and supply any documentation that supports your case.
Please provide a response within 7 calendar days. If your BBB does not receive a response in the indicated timeframe, your complaint will close as Assumed Resolved and the business will be notified. If you provide additional information regarding your case after the case has been closed out as Assumed Resolved, it is up to the discretion of your BBB Customer Relations Advocate to reopen the complaint based on the additional information provided.
The text of your response maybe publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response. By submitting your response, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.
Sincerely,
Customer Relations Representative
Better Business Bureau®
121 W Wacker, Suite 2000
Chicago, IL 60601
[protected]
Customer.[protected]@chicago.bbb.org
BBB.org
MESSAGE FROM BUSINESS:
See attachment.
Attached Files/Documents
Greg_Keller_[protected].doc
The consumer provided the following when submitting the Complaint to BBB
Signed HIPAA form.pdf
What is the next step?
Better Business Bureau has received your rejection of the business's offer and is currently reviewing it.
There is no action for you to take at this time. We will contact you when we next require your input.
Page 3
ATTACHMENTS: Keller/Cuffley
2) Complaint Details
08/26/2022 Copied Camping World Advertising from Marcus Lemonis, Chairman and CEO of Camping World/ Good Sam. Need anything? I’m here to help! “IF YOU’RE HAPPY, I’M HAPPY.” Marcus Lemonis Chairman and CEO Camping World® and Good Sam Call Marcus 866.232.8990 Email Marcus [protected]@CampingWorld.com The complaint was first made in 2018 shortly after the purchase and the first use. The primary issue that was made, a leak from the exterior front and top of the trailers roof/front wall above the bedroom. Three subsequent follow up complaints for that same complaint were made and the trailer was taken to and inspected by Camping World of Hanover and we were advised they could not find any leak yet the side interior wall and upper cabinets were damp when the trailer was dropped off. Presently another complaint was made in / 2022 regarding the same leak except this time there was substantial mold growing on the walls, cabinets, ceiling and bedding. Photos were taken. Upon inspection by Camping World Hanover they removed the exterior molding along the roof and front wall, which should have been properly done on the initial list of complaints and the subsequent complaints, but was never done. The source of the leak we were told was a manufacturer defect at the top seam under the molding. At that point we requested the repairs be handled using the Maintenance Contract we purchased for about $5000 at time of purchase. They declined saying there is no record of maintenance being performed. I responded that nothing was explained to us regarding the Maintenance Contract and except for the 3 service visits regarding the leak and Warranty related items. That is when we made contact with Marcus Lemonis, Corporate office of Camping World. I have photos, emails, phone messages, to verify the above. Every time I contacted Mr. Lemonis I was contacted by Ms. Lindsey who is a customer service representative for the corporate office, who provided no assistance. We again contacted Tia
Desired Outcome/Settlement
Desired Settlement: Other (requires explanation)
Repair; Refund
Friday, October 21, 2022
See attachment.
Saturday, October 22, 2022
Complaint: [protected]
3) I am rejecting this response because: I am appalled that Lindsey make such a false and deceitful comment. As God is my witness I have returned each and every call made by Camping World Corporate representative Lindsey and responded with a detailed message to each call. It is Lindsey and Mr. Lemonis that never responded to my return calls. I have a complete log of all my cell phone calls received and made. Additionally, I have received messages from Camping World Hanover service manager that the damage they caused while moving the camper was now complete. To this day no one advised us what ,where and how that damage occured. I am very appalled at the false and deceptive accusation made by Lindsey and it is Camping World Corporate that never responded to my clear and descriptive position we are taking and of what is needed to resolve this matter. I am also considering filling a complaint with the Consumer Protection Division of the Maryland Attorney Generals office. There are hundreds of similar complaints against Camping World Corporate and Camping World Hanover with no resolution. I would like you to continue this investigation and possibly someone can file criminal action against this company and there employees for perjury. Thank you for providing much needed intervention and meditation for customers being taken advantage of deceptive businesses.
Sincerely,
Gregory And Patricia Keller /cuffley
Sent from the all new AOL app for Android
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ATTACHMENTS: Keller/Cuffley
4) VIA ELECTRONIC MAIL ONLY: customer.[protected]@chicago.bbb.org
October 18, 2022
RE: Greg Keller/BBB Case: #[protected]
Our Case #:[protected]
Camping World RV Sales, LLC (“CWRV Sales”) is in receipt of the above-referenced consumer complaint (the “Complaint”) recently filed with your office. We take all consumer issues very seriously and appreciate your office bringing this matter to our attention.
CWRV Sales confirmed we spoke with Greg Keller. CWRV Sales confirms that we have we have reached out to Mr. Keller numerous times via email and telephone. Mr. Keller has not returned any of our calls or emails. To that end we consider this matter closed.
Nothing in this correspondence shall be construed as an admission of fault or liability with any issues raised in the Complaint or statements made by Greg Keller.
Respectfully,
CWRV Sales
Desired outcome: A total replacement of all costs associated with the purchase. We have incurred incredible health and financial issues
