Desert Autoplex

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
* The equipment list emailed to us by [redacted], Sales Manager of Desert AutoPlex, on November 29, 2014 which shows VIN# [redacted] The purchase agreement, which shows VIN# [redacted]
As stated in my complaint, my wife and I originally saw the unit advertised on [redacted] on November 26th.  We then contacted the dealer directly and spoke numerous times with Sales Manager  [redacted], who emailed us the above-referenced equipment list.  The equipment list corresponded to the equipment listed on the [redacted] ad.  We then went through this list, item by item, with [redacted] and he assured us that the unit we were purchasing had all of the equipment listed.  
We did not realize when we signed the purchase agreement that the VIN#'s were different.  It was not until the unit arrived at our home a week later and we had the opportunity to physically see the RV ourselves, that we realized [redacted] sold us a different unit than the one we had discussed with him.  In addition, the unit had not been properly prepped for travel and several items inside had been broken during transport.
We immediately notified Desert AutoPlex of this situation and were told that [redacted] was on a personal leave of absence for several weeks due to the death of his father.  When [redacted] returned from this leave, we spoke with him and he admitted to us that he had made a mistake and assured us that the unit would be repaired and modified to match the original equipment description. Our last contact with him was on January 23rd at which time he stated that the unit was scheduled for pick up on February 6th and repair the week of the 9th.  
The unit was not picked up on the 6th, and when we called Desert AutoPlex the following week we learned that [redacted] was no longer working there.  It was at this time we requested to speak directly with the owner, [redacted].  It was also at this point that we filed our complaint with you.
I then spoke with [redacted] several times.  He assured me that he had all of the documentation and that all of the issues would be resolved in a timely fashion.  The unit was then picked up from our house on February 16th and taken to a local RV facility ([redacted] in Hamburg, PA).  I met with the representative from [redacted] and was told that the unit may need to go back to the factory in order to have the equipment from the original description installed.  They further stated that they are not even certain the equipment can be installed at all!
The following is a list of items contained in the original [redacted] ad and the equipment list from [redacted], which were not included in our unit:* 6 point hydraulic leveling* dual A/C units * Pull down rear screen* 72x90 king bed* LED lighting under the awning* split fuel tanks* toy lock security cable At this point, it is my understanding that [redacted] is going to repair the items broken during transport, but that they are not addressing the missing equipment.  I have left numerous messages for [redacted] regarding this since February 16th, but to date he has not returned my calls or responded to my emails.    We purchased a toy hauler because our son races motocross.  The season is starting on April 4th and we still do not have our unit.  It has been 12 weeks since the unit was delivered - we've made three payments on it and are three months into the warranty, yet have no timeline on when it will be returned to us. The representative from [redacted] told us that the repair work has not even started yet because all of the repair parts were sent to Desert AutoPlex.  But no-one from Desert AutoPlex will call us back. I sent an email to [redacted] last week, requesting that he offer a resolution to this matter otherwise I would be referring it to my attorney for litigation.  He did not respond, so I will be handing it over to my attorney on Monday morning..

Regards,

In response to Mr. [redacted] complaint,

I have spoke with him regarding his request for money that he thinks he is owed by Desert Autoplex,. I did explain to him that we did not overcharge him on his Doc fee. We charge all of our customers a standard $399 Doc fee e feels that it is to...

high, we think it's pretty fair considering all the extra's that Desert Autoplex Rv does for our customers that other dealers may or may not do. We did talk about the issues of him not being aware of the fee's and the out of state  delivery that has to be done in order for the customer to avoid our high sales tax and pay the lower sales tax in his home state. He also told me that he was somewhat at fault for not receiving his documentation and reviewing it prior to coming here and discovering that what he thought was his purchase price was in fact not what the price was at all. The fact is that Mr. [redacted] bought a coach from us knowing what he was signing. If he did not like the offer that was on the table he did not have to except it. I did make sure that he got his starter kit mailed to him the day after reading this complaint. We do recidnise that Mr. [redacted] had not had the best experience here at Desert Autoplex. For that we are sorry. We try and make sure all of our customers leave Desert Autoplex happy.

We at Desert Autoplex are in communication with the customer and are working on a resolution. Thank you

In regards to is signing the bill of lading we did sign it. It did not show significant damage to the truck. Our website has pictures of the truck and I looked them over. I do not see the damage that is being claimed by the customer. Please see attached photos and ebay ad. If you read page 21 you will where we mention Buyers inspection. I have also attached the two bill of ladings from the transporter. I have also attached the email the transporter sent with a couple of photos and not one of them is shows what customer is claiming to be damaged.  We encourage our out of state customers to come and pick up the unit that they purchase from us so that they can do a physical walk and inspection of the unit with us. If any of the claimed damage occurred it happen during transport not before it left. We advise that the customer contact the transport company and request their insurance information.

I'm very sorry that Mr. [redacted] is not happy about our Doc fee. I did state that our Doc fee of $399 has and always will be $399. By law you can not pick and choose what each customer will pay in a doc fee. Mr. [redacted] was well aware of what he was purchasing and signing before he took delivery of his unit. If he was not happy with the terms he could have walked away from the purchase. There is not much more I can do for him as all of his paperwork has been completed.It is Unfortunate that this  sounds as if he is having some buyers remorse and I can't do anything about that. When  I spoke to Mr. [redacted] he told me that he understood but was not happy about the Doc fee. He also told me that he should have reviewed all of his paperwork prior to coming to oudealership to finalize his deal. At this time we can do no more Mr. [redacted] knew what he was getting when he signed his paperwork.

Mr [redacted] is requesting reimbursement on fuel, propane, and a new satellite. I have attached a paid bill to [redacted] for an inspection of Mr. Buchanan’s Satellite. The [redacted] was in working order. Mr. Buchanan’s [redacted] receiver was not compatible with the system. He was informed of...

his options, which including getting a receiver from his provider that would work with his current system or update the [redacted] system with a new one. We are going to reimburse him on his fuel as we do send our customers out the door with a full tank of fuel and propane. Please feel free to contact us with any questions.[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Morning...

[redacted], I appreciate you contacting me.  As to Desert Autoplex - I haven't heard a word from them.  As far as I'm concerned, they rate right up there with the worst businesses  I've ever had the displeasure of dealing with.  Needless to say, I will never recommend them to anyone.  Actually, I will discourage anyone from doing business with them.  Again, thanks for contacting me.  Rick

Regards,

That is a down right lie as when the shipping company was there to pick up the truck they had the dealer sign a bill of lading showing the damage on the truck.and they were given a copy and so was I. so if the shipping company caused the damage why did the dealer sign the bill of lading showing that the truck had damage.if there was no damage at the time of pick up. then they should not have signed it. but they did and by doing that they agreed on what the bill of lading states

In response to Mr. [redacted] complaint I was hoping that he could take a picture of the Vin # as he has stated that the Vin does not match his paperwork. We would be out of trust with the lender and our Bank to sell a customer a unit that does not match the Vin #. Also I would like Mr....

[redacted] to provide a list of options he said were missing from His Toy Hauler. His complaint did not state that. I have provided you the Bill of Lading that Mr. [redacted] can use to contact the transport company for reimbursement of his Toy Hauler. Desert Autoplex did not transport the unit an outside company did and that is who he should take  up any  issue of transport damages. I look forward to resolving this issue with Mr. [redacted] as soon as we have all of the information needed to move forward. Thank you

I have been talking with the customer about her issue with getting her refund from her tire and wheel warranty. I did inform her that this can take some time. I also informed her that we recently moved our location and we have not been getting all of our mail. I told her as soon as I get the...

information back from the warranty company I would be able to send her the refund due to her. The warranty will be refunded to the customer. We are sorry for the delay.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The office manager explained the doc fees, however all she did was reemphasize what I already knew.  The fact is a $399.00 doc fee is still excessive and unreasonable. I have literally bought over 50 vehicles over my life and the doc fees averaged $50 to $75 per vehicle, not $399. Even the last RV I bought two years ago the doc fee was only $55.00.   The dealership is gouging buyers with this fee!  The office manager did in fact arrange to ship a delivery kit (maybe a $30 value) which was an oversight on their part for the delivery.  The fact that the sale price was more than $900 over the agreed upon price of $59,000.00 was still not resolved. The office manager told me that she had nothing to do with the sales price and the interest charges. She told me that the sales person named "[redacted]" was no longer with the company and she had no control over how the sales staff and the finance manager works out the contract.  All she could do was apologize for the overall experience and assert that the doc fee was not going to change.  

The bottom-line, the dealership over charged us and failed to provide us with a competitive interest rate on our loan. These two issues still need to be resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have not received a check for the fuel as of 10/8/2014!!   I still have a $100,000.00 motor home I cant view either of the the two telivisions, it was not represented to me that TVs are too OLD to receive over the air signels, without the goverment black box.  I cant receive satalite reception because the equpment on the motorhome will not connect to, or will [redacted], allow my [redacted] box to be used by the old equipment in the motorhome.  I was informed by Desert Autoplex That all systems in the coach I was looking at would be in working order!  I would think being able to view TV in this motorhome would be a logical request, and a working system.   I was instructed by [redacted] the service manager to bring my [redacted]. box and motorhome to him and he would hook it up so I could receive satalite TV.  When he was not able to make it work, that is when he called in [redacted] company to hook it up.  [redacted] Satalite company informed me that I needed new equipment.  

Regards,

In response to the complaint regards the damage to the 2010 Dodge truck. Every effort has been made to accurately and fairly describe the vehicles that we sell. We try to disclose all the...

information known to us.  Vehicles of this age will have typical scratches and dings inherent for their year. We do recommend to our buyers to come and do a physical inspection of what they are buying before taking delivery. The truck was inspected by the customers transport company at our dealership with the transporter and manager signing off before leaving the dealership.  The pictures that were submitted to us were taken after the truck left our dealership. So we cannot tell if and when additional damage may have occurred. We recommend that the buyer contact the transporter and request their insurance information.