Robert M Wallace Sr

Initial Business Response /* (1000, 10, 2017/07/07) */
Dear Revdex.com,
We are working with Mr. [redacted] to resolve the warrantable issues he is having with his Highland Ridge Travel Trailer.
Respectfully,
[redacted]
Consumer Affairs Manager
Initial Consumer Rebuttal /* (3000, 12, 2017/07/10)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand or accept your response. I have not spoken with anyone besides a customer service rep who sent a generic email asking me what is wrong and have not received a response. I have explained to Highland Ridge multiple times what is wrong and spent hours on the phone with you all. I have also reduced it to writing and have documentation of all the attempts. I am requesting that Highland Ridge "Actually" respond to me instead of sending an email an never responding.
Revdex.com this should affect the Revdex.com rating of this company. They failed to respond in the time frame provided, in addition the response from Mr. [redacted] above is a lie or either he was misinformed. They are not working with me and have made zero effort since this has been filed.
Mr. [redacted],
If you would be interested in learning about the real affairs your customers are going through please feel free to reach out to me. I am not sure who told you that Highland Ridge was working with me, but it was a lie. There has been no effort since this claim has been filed to remedy the issue.
Final Business Response /* (4000, 14, 2017/07/12) */
Bear Revdex.com,
We have again been in contact with Mr. [redacted], our notes indicate that our warranty manager has reached out and is working to resolve Mr. [redacted] concerns.
We look forward to handling all warrantable items for Mr. [redacted].
[redacted]
Consumer Affairs Manager

Initial Business Response /* (1000, 5, 2017/02/20) */
Good afternoon,
We have reached out via email this morning to Mr. [redacted]. We will continue to work with Mr. [redacted] under the terms of the 2 yr limited warranty he received at the time of purchase.
We are disappointed that Mr. [redacted] has had a...

negative experience up to this point and it is our goal to turn this matter into a positive resolution for all involved.
Regards,
[redacted]
Consumer Affairs Manager
Initial Consumer Rebuttal /* (3000, 7, 2017/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my wife and I received your offer and have been reviewing it for the past few days. Please graciously consider our counter-offer:
1). [redacted] Monetary Compensation: Agreed
2). [redacted] Travel Expenses: Agreed
3). We request that Highland Ridge pick up the RV for factory service and deliver it upon completion.
4). We request that Highland Ridge install tank-heating pads on all holding tanks.
Those are our personal requests. Essentially, the only additional thing we are requesting is the heating pads on the holding tanks. Everything else was already agreed to, and I am assuming that Open Range was not expecting us to both deliver and pick up the unit from Maryland to Indiana.
In view of our above requests, we have several questions and concerns.
1). We would like to have the unit picked up for service around the first or second week of June, that seems to work best for us. What would an approximate completion timeline be?
2). When you stated that your intention is to get the unit restored to factory condition, what does that mean/entail? The first time it went in for service corners were cut in an effort to minimize costs. When you say factory condition then we expect to receive the unit in brand new condition with every flaw and deficiency addressed. (For example: the floor has been damaged and glued in two places, will a new floor be laid down? Also will the ceiling panels be replaced this time around?) Is this what you mean?
3).Lastly, we are in the middle of transitioning out of the military and are required to give up our housing. During our transition we intended to enjoy a time of extended camping this summer until we find a permanent home. I am concerned about how I will afford alternative living while the RV is being worked on. Perhaps, Open Range will consider paying the added difference of what it will cost for me and my family to stay in temporary lodging.
These are our requests and concerns. We believe they are reasonable. As stated numerous times we have no desire to make-out better then we started, only to be made whole. Therefore, we pray you take our requests and concerns seriously.
Final Consumer Response /* (3000, 23, 2017/07/03) */
[redacted]Document Attached[redacted]
Highland Ridge RV made written promises to bring my RV into the facotry and to restore it to factory condition. The manager [redacted] worked with me to schedule a time for service that would ensure HHRV had adequate time to complete the work to the highest standards. My unit was scheduled for pick-up on June 17th 2017, which it was. Over numerous emails Mr. [redacted] and myself established that the unit could not be out of my possession for more than 7-10 days. The work was supposed to begin the next business day after drop off and ready for pick-up no later than June 28th 2017. [redacted] agreed to this arrangment through several emails and had several months to coordinate. 5 days into the projected work schdule I contacted [redacted] the Maintenance supervisor to get a status on the job only to learn that they had not begun work and it wasnt scheduled to start until June 26th 2017. This was not according to our arrangement. [redacted] admited that she lost my paperwork and was not able to order all the parts in time and that by sticking to my original time table for pick-up the work ould not be fully completed. During this time [redacted] who was on vacation refused to contact me to work through a solution, but rather, was working through another person who was less than familliar with our extended problems with Open Range and who was unable to give us a solution. At the present time the unit has been in HHRV's possession for 13 days, and all the work is not finished nor are all the parts available. There projected finish time would have it their possession for nearly three weeks. The max time we were to be without the unit was a total of 10 days. Moreover, the floor was supposed to be entrely replaced because it was damaged by the dealer and I was told it was given another quick fix patch job. We were promised balck out shades and thise were not ordered on time so we are unable to have them installed. We were promised to have the unit throughly renovated, cleaned, and quality control checked and we were informed that the service departement may not have time to fulfill these promises. The bottom line is, we were promised many things in writting and verbally, and now HHRV is not fulfilling these promises. They are taking advantage of us. I am a an active duty army soldier with 4 children transitioning out of the millitary and we are with out a place to stay because they have our RV for longer than they promised. We are forced to pick the unit up and they are not going to have everything finished. This has been nearly a year of us accomadationg and beng patient with HHRV's faulty workmanship and dishonest customer service. I will be contacting the local Indiana media about how HHRV has mistreated a United States service member.
Final Business Response /* (4000, 25, 2017/07/06) */
Good morning,
Our customer service manager has reached out to the [redacted]'s and will be working to resolve the warranty concerns that are still outstanding.
We apologize for the frustration this situation has caused and appreciate their patience. We will work diligently to resolve everything to the [redacted]'s satisfaction within the guidelines of their warranty.
Thank you for your assistance in this matter.
[redacted]
Consumer Affairs Manager.

Initial Business Response /* (1000, 6, 2017/03/31) */
To Whom It May Concern,
Thank you for the communication on this matter. In his complaint Mr. [redacted] mentions a safety related issue. Jayco Inc. takes all safety related communications very seriously and we will be reaching out to Mr. [redacted]...

today for a speedy resolution to this issue.
Regards,
[redacted]
Consumer Affairs Manager
Initial Consumer Rebuttal /* (2000, 10, 2017/04/03) */
From: [redacted] (mailto:[redacted]@hotmail.com)
Sent: Saturday, April 1, XXXX X:XX PM
To: [redacted]
Subject: RE: XXXXXX Customer Story Form Submission

So I'm under the impression that everything is good now.

Initial Business Response /* (1000, 5, 2017/05/31) */
Jayco responded to the [redacted]'s attorney via letter by regular mail on 5/1/2017.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Jayco responded to the...

attorney requesting dates for this issue. Since Jayco approved the work and was contacted numerous times , I would assume they are well aware of the dates ( this is also on the email correspondence sent to them that I have copies of ) . When my attorney sent the initial letter to Jayco the "12 page work order" was sent to them along with the letter that provided ALL of these dates ( another stall tactic).
My attorney also sent them the file that has an abundance of correspondence (pictures, text message copies, emails ) in addition to copies the Emails sent to Jayco ( Highland Ridge) themselves.
My attorney provided them with options, either a new RV or a full refund our money in addition to what was already paid in the 8 months they have had my RV. ( It is still in their position )
This response provided to the Revdex.com is another stall tactic that JAYCO seems to use to their favor for all legal action and to delay in having to respond. However' that tactic is not working.
It has been a month since the correspondence was sent to my attorney and there has been "NO " response provided on the resolution. Again the lack of response is what has caused this issue to go to a legal law suit.
I have been more than patient and understanding. But at this point for a multi- million dollar company to handle issues in this manner for a defect in their product is un acceptable. I have tried to work with them and it's a consistent run around or they ignore you all together. I guess this is their way of avoiding responsibility and addressing their issues.
Their response to this Revdex.com filing is a prime example of how they respond and assist their consumers.
Final Business Response /* (4000, 9, 2017/06/02) */
On April 28th, Jayco received a one page letter from the law firm [redacted] & [redacted] stating the [redacted]'s RV has been in service for 7 months. That is the only document received from the law firm. A review of the dates on the dealer repair orders does not indicate that time frame he claims. Our response in writing was to the attorney requesting additional information regarding this matter, but have yet to receive a response to that request from the attorney since sending the letter on May 1st 2017. The attorney did not provide an email, therefore the response was sent regular mail. The attorney requested that contact be with him. Rather than continued response to the Revdex.com I would suggest that the [redacted] communicate with their attorney.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Thank you.