(The consumer indicated he/she DID NOT accept the response from the business.) I will close this case once the repairs take place and we feel there are no other major concerns or issues If items continue to break in excess, as they currently have, I will be forced to initiate further action I am also waiting on the break down of the Perma Plate refund as I was ensured that the refund would include the interest I have paid on a service that was not rendered As for my father telling repair what to do, that just goes to show how frustrated our family isHe is the one forced to work on the rig when things break while we are on vacation! He is not the owner, however I cannot afford to take time off work to take the RV to the repair shop myself EVERY time it has needed to go, which is an excessive amountHowever inconveniencing it is to my work schedule and or personal time, I will correspond to all service and other applicable matters from here on out to adhere to legalities
MsCarmona,Your letter dated April 8th is the first notification Giant RV has received regarding this complaintWe find the statement of the problem to have many inaccuracies and it fails to mention that the customer left our facility without paying the bill for retail services that were renderedWe are happy to accommodate our customers warranty services and expect for the outstanding bill to be satisfied Mike Murphy Giant RV
RE: [redacted] ID # [redacted] 9Dear MsCarmona,We have received the letter of complaint from your office regarding the refund of deposit to [redacted] ***; the $deposit was refunded to the customer's credit card April 3, 2017.We trust this is satisfactory to the customer and to your office.Sincerely, Mike MurphyV.Pof Operations GiantRV
Initial Business Response / [redacted] (1000, 5, 2016/07/14) */ Giant RV service department operates on a scheduled appointment systemWhen possible we try to accommodate as many customers as possible keeping a safe working environment[redacted] spoke with Mr [redacted] and authorized Mr [redacted] to bring back the unit June 24TH without a scheduled appointment to address the bed rail concernThe coach was assigned to a technician to work on itThe unit was dropped off before a busy holiday weekend which can create additional delaysThe repairs to the coach have since been completed and [redacted] has spoken to the customers and they will pick up the unit tomorrow Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not deal with the true issue here The problem is that we have had this trailer for a little over a year and have NOT been able to take it out this season due to damages done to the unit while under GIANT RV's careLeaving the trailer out in the rain which in addition to ruining the mattresses, wood and other interior issues, also stained the canvas and left residual mold [redacted] called my husband on Thursday to tell him that the detailing wouldn't be done and my husband agreed to come on Friday to pick it upWhen he arrived on Friday, the repairs done didn't meet his satisfaction and he refused to take the trailer homeThe stains and mold caused by Giant RV were still on the canvas and the piece on the stovetop that was bent while in GIANT RV's possession was still brokenCircumstances didn't allow Mr [redacted] to verify whether the rails that were bent by GIANT RV staff were correctly working eitherHe was told that the rails and mattress locks work, but there was no way to check the rails at the timeThe mattress locks checked out ok The delays with repair turnaround is not the major issue hereThe ISSUE is that every time we take our trailer in for a simple service, they fix one thing and damage moreWe are tired of paying for a trailer that we cannot useWe treat our things with care and expect that the dealer would do the sameIt amazes me that the service department didn't know enough about tent trailers to know that you cant leave them out in the rain partially openedThe canvas needs to be taut to be water proof The whole deal is the fact that we haven't been able to use our trailerOur camping season is short, school resumes in early August and we haven't been able to take it out at all this season Final Business Response / [redacted] (4000, 9, 2016/07/25) */ Giant RV employee [redacted] met with Mr [redacted] and walked over the repairs to the unitMr [redacted] was shown the bed rails were straight and the lock pins were functioningMr [redacted] customer also inspected the exterior cleaning of the canvas which was completed to his satisfactionThere is an stain on the inside canvas which is ordered and will be replacedThe stove top issue [redacted] advised was a result of a failed adhesive used by the manufacturer was not damaged by Giant RVThis is being repaired [redacted] has advised the customers will pick up the unit today
I am rejecting this response because: I am still concerned about the transaction with the first sublet companyWhy did someone at that company take it upon themselves to call us anonymously? If this was an unnecessary retrofit isn't that person taking a huge risk of losing the GRV business? Or is that the company that needs looking into?10/7: [redacted] left a message on my phone saying they didn't trust the first sublet shop and wanted a second opinionHe also stated he gave the new shop permission to test drive it on this dateHe stated in his response it had already been test drivenAgain this is not making senseWe had been contacted by two different people last week [redacted] (sales person)10/5:pm saying the RV was going to a new shop to have the AC looked atThen on 10/3:pm [redacted] (service advisor) called and said the RV would be going to a new shop on Monday to get a new opinion on the radiatorWhich is it? It also contradicts Mr [redacted] 's response that it had been test driven.I personally don't even want this RV anymoreI have filed this complaint so something can be resolved so this doesn't happen to other peopleI don't think either company is reputable at this pointNot knowing the name of the sublet shop I can't file a complaint against themAll our communiques in this situation have been documentedcustomer has been in contact with our Colton store as recently as 10-9-The repairs that were recommended by the sublet company were for unnecessary retrofits of the cooling system,(17,000.00)transferred toa different truck facility for diagnosisRoad test of unit showed no overheat condition on long gradefollow up with customer again today
(The consumer indicated he/she DID NOT accept the response from the business.) I will close this case once the repairs take place and we feel there are no other major concerns or issues If items continue to break in excess, as they currently have, I will be forced to initiate further action I am also waiting on the break down of the Perma Plate refund as I was ensured that the refund would include the interest I have paid on a service that was not rendered As for my father telling repair what to do, that just goes to show how frustrated our family isHe is the one forced to work on the rig when things break while we are on vacation! He is not the owner, however I cannot afford to take time off work to take the RV to the repair shop myself EVERY time it has needed to go, which is an excessive amountHowever inconveniencing it is to my work schedule and or personal time, I will correspond to all service and other applicable matters from here on out to adhere to legalities
The refund for perma plate has been processed by our corporate office
MsCarmona,Your letter dated April 8th is the first notification Giant RV has received regarding this complaintWe find the statement of the problem to have many inaccuracies and it fails to mention that the customer left our facility without paying the bill for retail services that were renderedWe are happy to accommodate our customers warranty services and expect for the outstanding bill to be satisfied Mike Murphy Giant RV
RE: [redacted] ID # [redacted] 9Dear MsCarmona,We have received the letter of complaint from your office regarding the refund of deposit to [redacted] ***; the $deposit was refunded to the customer's credit card April 3, 2017.We trust this is satisfactory to the customer and to your office.Sincerely, Mike MurphyV.Pof Operations GiantRV
Initial Business Response / [redacted] (1000, 5, 2016/07/14) */ Giant RV service department operates on a scheduled appointment systemWhen possible we try to accommodate as many customers as possible keeping a safe working environment[redacted] spoke with Mr [redacted] and authorized Mr [redacted] to bring back the unit June 24TH without a scheduled appointment to address the bed rail concernThe coach was assigned to a technician to work on itThe unit was dropped off before a busy holiday weekend which can create additional delaysThe repairs to the coach have since been completed and [redacted] has spoken to the customers and they will pick up the unit tomorrow Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response does not deal with the true issue here The problem is that we have had this trailer for a little over a year and have NOT been able to take it out this season due to damages done to the unit while under GIANT RV's careLeaving the trailer out in the rain which in addition to ruining the mattresses, wood and other interior issues, also stained the canvas and left residual mold [redacted] called my husband on Thursday to tell him that the detailing wouldn't be done and my husband agreed to come on Friday to pick it upWhen he arrived on Friday, the repairs done didn't meet his satisfaction and he refused to take the trailer homeThe stains and mold caused by Giant RV were still on the canvas and the piece on the stovetop that was bent while in GIANT RV's possession was still brokenCircumstances didn't allow Mr [redacted] to verify whether the rails that were bent by GIANT RV staff were correctly working eitherHe was told that the rails and mattress locks work, but there was no way to check the rails at the timeThe mattress locks checked out ok The delays with repair turnaround is not the major issue hereThe ISSUE is that every time we take our trailer in for a simple service, they fix one thing and damage moreWe are tired of paying for a trailer that we cannot useWe treat our things with care and expect that the dealer would do the sameIt amazes me that the service department didn't know enough about tent trailers to know that you cant leave them out in the rain partially openedThe canvas needs to be taut to be water proof The whole deal is the fact that we haven't been able to use our trailerOur camping season is short, school resumes in early August and we haven't been able to take it out at all this season Final Business Response / [redacted] (4000, 9, 2016/07/25) */ Giant RV employee [redacted] met with Mr [redacted] and walked over the repairs to the unitMr [redacted] was shown the bed rails were straight and the lock pins were functioningMr [redacted] customer also inspected the exterior cleaning of the canvas which was completed to his satisfactionThere is an stain on the inside canvas which is ordered and will be replacedThe stove top issue [redacted] advised was a result of a failed adhesive used by the manufacturer was not damaged by Giant RVThis is being repaired [redacted] has advised the customers will pick up the unit today
I am rejecting this response because: I am still concerned about the transaction with the first sublet companyWhy did someone at that company take it upon themselves to call us anonymously? If this was an unnecessary retrofit isn't that person taking a huge risk of losing the GRV business? Or is that the company that needs looking into?10/7: [redacted] left a message on my phone saying they didn't trust the first sublet shop and wanted a second opinionHe also stated he gave the new shop permission to test drive it on this dateHe stated in his response it had already been test drivenAgain this is not making senseWe had been contacted by two different people last week [redacted] (sales person)10/5:pm saying the RV was going to a new shop to have the AC looked atThen on 10/3:pm [redacted] (service advisor) called and said the RV would be going to a new shop on Monday to get a new opinion on the radiatorWhich is it? It also contradicts Mr [redacted] 's response that it had been test driven.I personally don't even want this RV anymoreI have filed this complaint so something can be resolved so this doesn't happen to other peopleI don't think either company is reputable at this pointNot knowing the name of the sublet shop I can't file a complaint against themAll our communiques in this situation have been documentedcustomer has been in contact with our Colton store as recently as 10-9-The repairs that were recommended by the sublet company were for unnecessary retrofits of the cooling system,(17,000.00)transferred toa different truck facility for diagnosisRoad test of unit showed no overheat condition on long gradefollow up with customer again today