AAA Massillon Automobile Club, Inc.

I have attached the signed copy of the drop off Repair order.  At that time the customer approved a charge of 263.52 along with allowing us to go over by 10% with out contacting the customer.  He also agreed that in the event the customer authorized the commencement of work but do...

not authorize the completion of the repair or service, a charge will be imposed for disassembly, reassembly or partially completed work.  By signing the work order the customer authorized the repair work set forth.  Also, at the time of drop off it was repeatedly explained to the customer that anything not covered by his manufacturer he would be responsible for paying for.  Just prior to the customer leaving he told his advisor that any additional charges we could not get covered under his warranty he would get covered.     As a family owned and local business we always try to do all work in good faith.  In this particular instance one of the items the customer authorized to be addressed at his expense we were able to get covered by his manufacturer warranty.  However there were other items that were not covered.  At the time of pick up the customer contacted his customer service representative at his manufacturer to persuade them to address those charges and they declined.  It is never our intent to have unhappy customers but we feel that we were up front with the customer on how any non covered charges would be handled.Sincerely,Tricia M. G[redacted]Service MangerRCD RV [redacted]

The customer, [redacted], signed an agreement to purchase a new Summerland travel trailer on 11/19/16 and left a non-refundable credit card deposit of $500.  Mr. [redacted] was fully aware of this transaction and his commitment allowed us to begin prepping and detailing the RV for his...

pick-up the next week.  On Wednesday 11/23/17, Mr. [redacted] requested that his salesperson meet him at our Pataskala location to view a couple more RV's to insure that the Summerland was the right choice.  Our salesperson met him there and confirmed that the Summerland was the right RV.  When leaving the Pataskala location around 4pm, our salesperson also confirmed the appointment for delivery and orientation of the Summerland on 11/25/16 at 9am.  At this point, we had many hours invested in this transaction to insure complete customer satisfaction. Six days after initial agreement and 20 minutes before the scheduled orientation on 11/25/16, the customer informed us that he was no longer going to buy the camper and wanted a refund of his deposit.  The customer has agreed that we have done nothing wrong as a dealership and he has simply changed his mind.  It has been explained what goes into preparing a RV for proper delivery and why the deposit is so important as a commitment to buy.  With all of that being said, I have reached out to the customer and am currently awaiting a call back to discuss a resolution.

Mrs. [redacted] came to RCD on 3/24 asking that we purchase her fifth wheel.  She gave me a long story about her situation stating that everything needed to be done today as she was heading back to Wisconsin in the morning.  Typically things can't happen that fast but I decided to try and help...

her out taking myself out of a busy Saturday for sales.  I went through a brief appraisal and she stated that the only thing wrong with the camper was a spot in the carpet around the cat litter box that needed to be cleaned.  I then made her an offer pending my inspection and she accepted.  We set up a time later that day for me to look at the camper with her.  After inspecting the camper I still stuck to my original offer with the agreement that all the trash would be cleaned out even though it was NOTHING as she had described.  We did sign paperwork at that time to make it convenient for her since she was traveling home the next day.  On Monday 3/26 I went to pick up the camper as agreed and when I got there people were still cleaning it out.  I did not stop at that time and gave them the benefit of the doubt that they just needed a little more time to get everything out.  This is where Mrs. [redacted] is highly confused because I went back at 4:30 on 3/26 to pick it up.  After going through it and seeing every cupboard and storage area still full of their trash I went back to the dealership to call Mrs. [redacted].  She apologized that it was not cleaned out and was going to send her daughter back out to finish and I would be able to pick it up in the morning.  On 3/27, I made my 3rd trip out to pick up the camper and it hadn't been touched from the day before.  At that point, I found it in RCD's best interest to send the title back to Mrs. [redacted] and move on from the purchase.  When I called to inform her of that decision, she called me a liar and ended up hanging up on me.  Not once was Mrs. [redacted] lied to.  I was trying to help her out and she was unable to hold up her end of a deal.  It was made clear to her that I was not buying a trash filled RV and that if she wanted me to purchase it would need to be cleaned out.  I did ask why she didn't call the dealer she purchased from, which is less than a mile down the road from us, and she had no answer.  This was a case of trying to help someone out and it coming back to bite them.  This deal would have been completed and Mrs. [redacted] would have a check in hand if she would have only cleaned her mess and not put it on someone else to deal with.  We are not interested in purchasing a camper in that condition.  If I was low balling her as she stated, Mrs. [redacted] will have no problem selling it to another buyer.

We are currently attempting to work directly with the customer to resolve this issue

This is to let you know that the complaint has been resolved.  We have received the check for $1000.00 which was the down payment amount.  The check has cleared and we are satisfied with the result. Thank you for your assistance with this.

The Noble's dropped off their camper on 6/14/17 to begin an RO that included 32 job lines. It was in our shop within 24 hours and was actively being worked on for the next 3 days.  Mrs. [redacted] was informed well before hand that there may be odds and end parts that need to be ordered once we get...

through the repair list. One of those items are "feet" for the side patio.  The side deck is strapped down because we didn't want further damage to happen when opening.  RCD was under the impression they were leaving the camper here until all items were fixed or we would have made arrangements for the patio to be used while we were waiting for parts.  As for getting the parts in stock, RCD cannot control how long that takes.  We are at the mercy of the manufacturer on when those are available.  I can tell you that we will get them here and always do as soon as we possible can.  It does us no good for campers to be sitting here un-used. For 32 job lines to get diagnosed, parts ordered, parts in stock, and repaired in less than a week is impossible in our industry.  We have done everything possible for these customers to this point.  It is all warranty work and we need to be reasonable on time expectations.

Customer spent the entire day with us picking out a camper, gave us a buying commitment and signed a Buyers Order stating the deposit was non-refundable, of which Mr. [redacted] has a copy.  This happened at 5:30PM.  After purchasing a camper, which requires a truck to tow it, he...

decided to trade his truck the same evening???  In the meantime, we started on the work that was agreed upon for him to purchase the camper.  We did stop after a couple hours in and we found out he was no longer intending to purchase.  With all of that being said, RCD will refund the deposit if Mr. [redacted] provides proof that he sold/traded the truck.  Bring that and the card the deposit was taken on to our Delaware location and we'll get it taken care of.

RCD has made contact with Mr. [redacted] and agreed to pick his camper up on 1/17/17,he repairs to the vapor barrier on the slide room.  We both agreed that there is no repair to be made to the underbelly that is the design from Jayco.  see copied email.
Good afternoon Tricia,   Thank you for the email and the information in regards to Mr. [redacted]’s 2016 Eagle HT FW.   I have reviewed the pictures provided and inquired with our production staff.    The removal and replacement of the underbelly material due to the access panel would not be supported by our 2yr limited warranty.   Removal and replacement of the underbelly would be a modification to how the unit was built.  The panels are placed in the underbelly to allow access to the slide room motor and attachment point in the event a repair is needed.    It is my understanding that any unit built with a through frame slide system such as this unit should have an access panel to help reduce time and monies in the event of a repair.    If the customer wishes to have the underbelly replaced because of the installed access panel that replacement would be at their expense.
Thank you
 
Tom B[redacted]
Product Support Manager
Jayco Inc.
903 South Main Street
Middlebury, IN. 46540

I took a phone call from Mr. and Mrs. [redacted] Friday June 23rd 2017 where they informed me they hired someone to repair their toilet and upon removal of the toilet the plumber informed the customer that the sewer tank and sewer pipe leading to the tank were caked with human waste.  I tried to...

explain to the [redacted]'s that the sewer tank is not something that is covered or inspected during our inspection.  We do check and inspect plumbing lines and the fresh water tank which I believe led to some confusion as to what is covered and what isn't covered under our inspection.  I've attached a copy of our Pre-Delivery Inspection checklist which states waste tanks are not covered (see bottom left of sheet).  I never said "that it is now their problem" I did try to explain to the [redacted]'s that this issue is not something that we would have ever known about or foreseen because we would have had to pull the toilet off before finding the problem, which is something we have never done.  Mrs. [redacted] then threatened me with legal action and our conversation was over at that point.  I reached out to the [redacted]'s again monday the 26th and offered to pull the trailer back to the dealership so we could drop the tank and clean it.  Due to their RV being parked in a permanent lot this solution wasn't accepted by the customer so I offered to send a technician to their campsite and clean the sewer pipe and sewer tank.  We scheduled this service to be done Thursday July 6th at 11AM.

Mr. and Mrs. [redacted] brought their unit in with a list of 32 items and wanted it back completed within a week.  They were made aware from the beginning that we may have to order parts and will be at the mercy of the parts manufacturer on when those will arrive.  RCD cannot get them here any...

quicker.  Their side patio is fully useable.  It would require them cutting a couple zip ties we put on there for pre-cautionary reasons.  We have done anything and everything to make sure all the repairs have been completed correctly and efficiently.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Spoke with the General Manager  of RCD over the phone and he is refunding my $500 deposit

I told Matt that I would not cover anything over the hitch adjustment which was 130 dollars what y'all wrote on it after I left I don't know about. I said I wouldn't pay for anything besides the hitch adjustment and Matt agreed before I left other wise I wouldn't have left my trailer. But if that's the way you do buthen it's on yalll you and your company owe me back money for charges I did not approve but if y'all want to lie and cheat that's fine I see how y'all  operate. Next time I go anywhere I will record the whole conversation. Thank you for the learning experience. On not to trust any company. [redacted] has filed a complaint against this company also.

RCD RV attempted to contact the customer on Thursday January 5th 2017, We left him a message and he did not return the call. We called again called him Friday January 6th 2017 to try to resolve his complaint, we left another message and he has not called us back. We emailed him Saturday January...

7th 2017 and as of today Tuesday January 10th, he has not communicated back with RCD RV.

To Whom it may concern,   [redacted] has approved the antenna to be replaced under good will.  The customer dropped the unit off on Monday 8/7/17 and picked it up on 8/8/17 with the new antenna installed.  When the customer picked up the unit I was under the understanding that he was...

happy with the resolution and we were on amicable terms.Thank you,Tricia M. G[redacted]