Lakeland RV Center

Thank you for the opportunity to respond to the [redacted] 's allegations I am truly disheartened and confused by the [redacted] 's accusing me of "lying about just about everything"We are a small family business that takes every customer concern seriously Our reputation within our community, customer family and RV industry are second to none We did not get to this place without making our customers our #priority In response: I never stated that I made more than one trip to their campground to provide service I personally made the trip to their campsite which took nearly hours round trip including the service time on site This is one more trip than almost any other dealership would have made at no charge to the customer as dealers are not reimbursed by the factory for service calls on campers Buyers are expected to bring their unit to the selling or servicing dealer for repairs We also made trips to their home to pickup and deliver their camper for service, again at absolutely no charge as a customer courtesy This is not the way most dealers take care of their customers, but rather the way we differentiate our dealership from others The upgraded TV antenna was never a part of the [redacted] 's purchase This was installed during our service again as a customer courtesy I was never made aware of the folding counter brackets being an exchange for wall damage Our parts manager Jeanette brought it to my attention that she had ordered brackets for the [redacted] 's and I told her to make sure that they were no charge Jeanette also went above and beyond by personally delivering these no charge brackets to the [redacted] 's home addressI'm sorry, but I am unaware of unfinished service items If there are any items that we missed or were not finished to the [redacted] 's satisfaction, we just need to know about them so we can correct RV's are wonderful, fun ways to experience the outdoors The downside, is that they are built by human hands and are never perfect! That's what we are here for as the dealer - to help make everything right for the customer We're the needed link between the customer and the consumer We don't build these campers, we sell, service and support our customer owners When I was informed by [redacted] that their kitchen faucet was dripping, I immediately ordered a replacement from the factory I thought that it had been delivered to their home as I had requested as [redacted] assured me that he could swap the faucet out himself if the faucet did not get to [redacted] as I had requested, I just need to know so we can take care of this potential oversight on our part As much as I would love to be able to answer every call that comes in to me, I have to reply on technology most of the time to take a message for me Every call is important and I make sure that every effort is made to respond to customers in a timely manner I provide customer with both my office phone number ###-###-#### which has voicemail along with my personal cell phone number ###-###-#### as well.Once again, I am truly sorry that we have been unable to meet the [redacted] family's expectations We remain committed to help them with any unresolved service issues that are brought to our attentionSincerely, [redacted] CO-Owner / GMLAKELAND RV CENTER###-###-#### x OFFICE###-###-#### CELL

Thank you for the opportunity to respond to this complaint I did not receive the written complaint until Friday, November 20th as I was traveling out of the office in Florida Further complicating matters is the fact that it was addressed to a former partner *** *** who is no
longer a part of our company.Mr& Mrs*** have experienced several issues with their new Skyline Nomad travel trailer which are all covered under factory warranty We have literally bent over backwards since day one to assist Mr& rs*** in repairing these warranty issues In the first week of their ownership, the ***'s discovered that the TV antenna was not functioning properly They brought the unit in and I personally worked together with technicians until nearly midnight to make sure that they had the TV antenna issue repaired on time for their Saturday morning departure for their seasonal campsite 2+ hours away (we finally found a TV cable that had a staple run ito it inside the ceiling which we replaced) Shortly thereafter, I was informed that the dinette table brackets that hold the table top when made into a bed had pulled loose causing the table top to collapse I immediately made the trip to their campsite, repaired the table brackets along with a few other minor issues The manufacturer, Skyline RV does NOT cover service travel under warranty We as a dealer, however, have made a service call to the campground 2+ hours away, but have also made trips to the ***'s home to pickup and deliver their new Nomad for service, all as a no charge courtesy to help them above and beyond what the factory covers Furthermore, the ***'s had requested factory brackets for a flip up counter top they wanted to install after purchasing their new RV, which we ordered and provided at no charge We also upgraded their antenna to a digital receiver while servicing their unit, again at no charge When we were notified that their kitchen faucet leaked, we ordered a replacement and personally delivered it to their home to save them the trip to our store I guess I am simply trying to convey to all that the ***'s are very important to us and that we have gone far and beyond what would be considered service The last time I spoke with the ***'s, we discussed that they would contact me to make arrangements for bringing the unit back to us when they were done for the season so we could address any outstanding issues I have not heard from Mror Mrs*** since I have provided the Kolin's my personal cell phone number ###-###-#### which they have used many times in the past They also have my office number ###-###-#### which has voice mail, but again, I have not received any messages from them Since the ***'s are dissatisfied with our level of service, I would suggest they call *** ***, General Manager at Skyline RV directly at ###-###-#### to discuss. Sincerely, *** ASamuelsenCO-Owner / GMLAKELAND RV CENTER###-###-#### x OFFICE###-###-#### CELL

I can see their is no point pursuing this matter any farther. If the Revdex.com checks all of [redacted]'s statements then they would have their proof that [redacted] is a chronic liar. I am confident that more complaints will be coming in about Lakeland RV. I will do my best to warn people of [redacted]'s smooth talking and his so called second to none responsibility to his customers. If he showed any responsibility then our camper would not be sitting in Indiana for repairs. I hope this letter serves as warning to all consumers thinking they are treated fairly and by the book. This will be a lesson we will never forget.   Sincerely  [redacted] & [redacted]

Thank you for the opportunity to respond to the [redacted]'s allegations.  I am truly disheartened and confused by the [redacted]'s accusing me of "lying about just about everything". We are a small family business that takes every customer concern seriously.  Our reputation within our community, customer family and RV industry are second to none.  We did not get to this place without making our customers our #1 priority.  In response:1.  I never stated that I made more than one trip to their campground to provide service.  I personally made the trip to their campsite which took nearly 6 hours round trip including the service time on site.  This is one more trip than almost any other dealership would have made at no charge to the customer as dealers are not reimbursed by the factory for service calls on campers.  Buyers are expected to bring their unit to the selling or servicing dealer for repairs.  We also made 2 trips to their home to pickup and deliver their camper for service, again at absolutely no charge as a customer courtesy.  This is not the way most dealers take care of their customers, but rather the way we differentiate our dealership from others.2.  The upgraded TV antenna was never a part of the [redacted]'s purchase.  This was installed during our service again as a customer courtesy.3.  I was never made aware of the folding counter brackets being an exchange for wall damage.  Our parts manager Jeanette brought it to my attention that she had ordered brackets for the [redacted]'s and I told her to make sure that they were no charge.   Jeanette also went above and beyond by personally delivering these no charge brackets to the [redacted]'s home address.4. I'm sorry, but I am unaware of unfinished service items.  If there are any items that we missed or were not finished to the [redacted]'s satisfaction, we just need to know about them so we can correct.  RV's are wonderful, fun ways to experience the outdoors.  The downside, is that they are built by human hands and are never perfect!  That's what we are here for as the dealer - to help make everything right for the customer.  We're the needed link between the customer and the consumer.  We don't build these campers, we sell, service and support our customer owners.5.  When I was informed by [redacted] that their kitchen faucet was dripping, I immediately ordered a replacement from the factory.  I thought that it had been delivered to their home as I had requested as [redacted] assured me that he could swap the faucet out himself.  if the faucet did not get to [redacted] as I had requested, I just need to know so we can take care of this potential oversight on our part.6  As much as I would love to be able to answer every call that comes in to me, I have to reply on technology most of the time to take a message for me.  Every call is important and I make sure that every effort is made to respond to customers in a timely manner.  I provide customer with both my office phone number ###-###-#### which has voicemail along with my personal cell phone number ###-###-#### as well.Once again, I am truly sorry that we have been unable to meet the [redacted] family's expectations.  We remain committed to help them with any unresolved service issues that are brought to our attention. Sincerely,  [redacted]CO-Owner / GMLAKELAND RV CENTER###-###-####  x239  OFFICE###-###-#### CELL

Review: we bought a 2016 nomad travel trailer in may 2015. we have lots of issues with it and at first Lakeland rv fixed a few things but we still have many repairs that are under warranty and need to addressed. We contacted them in august ( [redacted] the owner) and haven't herd from them sense. Before that we brought our camper in for repairs (twice) and only half of the repairs were done. We wanted our money back and our trade in back but he refused. This camper is very poorly made and ([redacted]) won't stand behind his product.Desired Settlement: We want to warn other people about Lakeland RV and hopefully get our money back.

Business

Response:

Thank you for the opportunity to respond to this complaint. I did not receive the written complaint until Friday, November 20th as I was traveling out of the office in Florida. Further complicating matters is the fact that it was addressed to a former partner [redacted] who is no longer a part of our company.Mr. & Mrs. [redacted] have experienced several issues with their new 2016 Skyline Nomad travel trailer which are all covered under factory warranty. We have literally bent over backwards since day one to assist Mr. & rs. [redacted] in repairing these warranty issues. In the first week of their ownership, the [redacted]'s discovered that the TV antenna was not functioning properly. They brought the unit in and I personally worked together with 2 technicians until nearly midnight to make sure that they had the TV antenna issue repaired on time for their Saturday morning departure for their seasonal campsite 2+ hours away (we finally found a TV cable that had a staple run ito it inside the ceiling which we replaced). Shortly thereafter, I was informed that the dinette table brackets that hold the table top when made into a bed had pulled loose causing the table top to collapse. I immediately made the trip to their campsite, repaired the table brackets along with a few other minor issues. The manufacturer, Skyline RV does NOT cover service travel under warranty. We as a dealer, however, have made a service call to the campground 2+ hours away, but have also made 2 trips to the [redacted]'s home to pickup and deliver their new Nomad for service, all as a no charge courtesy to help them above and beyond what the factory covers. Furthermore, the [redacted]'s had requested factory brackets for a flip up counter top they wanted to install after purchasing their new RV, which we ordered and provided at no charge. We also upgraded their antenna to a digital receiver while servicing their unit, again at no charge. When we were notified that their kitchen faucet leaked, we ordered a replacement and personally delivered it to their home to save them the trip to our store. I guess I am simply trying to convey to all that the [redacted]'s are very important to us and that we have gone far and beyond what would be considered normal service. The last time I spoke with the [redacted]'s, we discussed that they would contact me to make arrangements for bringing the unit back to us when they were done for the season so we could address any outstanding issues. I have not heard from Mr. or Mrs. [redacted] since. I have provided the Kolin's my personal cell phone number ###-###-#### which they have used many times in the past. They also have my office number ###-###-#### which has voice mail, but again, I have not received any messages from them. Since the [redacted]'s are dissatisfied with our level of service, I would suggest they call [redacted], General Manager at Skyline RV directly at ###-###-#### to discuss. Sincerely, [redacted] A. SamuelsenCO-Owner / GMLAKELAND RV CENTER###-###-#### x239 OFFICE###-###-#### CELL

Business

Response:

Thank you for the opportunity to respond to the [redacted]'s allegations. I am truly disheartened and confused by the [redacted]'s accusing me of "lying about just about everything". We are a small family business that takes every customer concern seriously. Our reputation within our community, customer family and RV industry are second to none. We did not get to this place without making our customers our #1 priority. In response:1. I never stated that I made more than one trip to their campground to provide service. I personally made the trip to their campsite which took nearly 6 hours round trip including the service time on site. This is one more trip than almost any other dealership would have made at no charge to the customer as dealers are not reimbursed by the factory for service calls on campers. Buyers are expected to bring their unit to the selling or servicing dealer for repairs. We also made 2 trips to their home to pickup and deliver their camper for service, again at absolutely no charge as a customer courtesy. This is not the way most dealers take care of their customers, but rather the way we differentiate our dealership from others.2. The upgraded TV antenna was never a part of the [redacted]'s purchase. This was installed during our service again as a customer courtesy.3. I was never made aware of the folding counter brackets being an exchange for wall damage. Our parts manager Jeanette brought it to my attention that she had ordered brackets for the [redacted]'s and I told her to make sure that they were no charge. Jeanette also went above and beyond by personally delivering these no charge brackets to the [redacted]'s home address.4. I'm sorry, but I am unaware of unfinished service items. If there are any items that we missed or were not finished to the [redacted]'s satisfaction, we just need to know about them so we can correct. RV's are wonderful, fun ways to experience the outdoors. The downside, is that they are built by human hands and are never perfect! That's what we are here for as the dealer - to help make everything right for the customer. We're the needed link between the customer and the consumer. We don't build these campers, we sell, service and support our customer owners.5. When I was informed by [redacted] that their kitchen faucet was dripping, I immediately ordered a replacement from the factory. I thought that it had been delivered to their home as I had requested as [redacted] assured me that he could swap the faucet out himself. if the faucet did not get to [redacted] as I had requested, I just need to know so we can take care of this potential oversight on our part.6 As much as I would love to be able to answer every call that comes in to me, I have to reply on technology most of the time to take a message for me. Every call is important and I make sure that every effort is made to respond to customers in a timely manner. I provide customer with both my office phone number ###-###-#### which has voicemail along with my personal cell phone number ###-###-#### as well.Once again, I am truly sorry that we have been unable to meet the [redacted] family's expectations. We remain committed to help them with any unresolved service issues that are brought to our attention. Sincerely, [redacted]CO-Owner / GMLAKELAND RV CENTER###-###-#### x239 OFFICE###-###-#### CELL

Consumer

Response:

I can see their is no point pursuing this matter any farther. If the Revdex.com checks all of [redacted]'s statements then they would have their proof that [redacted] is a chronic liar. I am confident that more complaints will be coming in about Lakeland RV. I will do my best to warn people of [redacted]'s smooth talking and his so called second to none responsibility to his customers. If he showed any responsibility then our camper would not be sitting in Indiana for repairs. I hope this letter serves as warning to all consumers thinking they are treated fairly and by the book. This will be a lesson we will never forget. Sincerely [redacted] & [redacted]