Spoke with the customer on 9/2/ Apologized for the experience they have had so far Reviewed their list of issues and there were a few we still needed to work on or get clarification Also, there is one part that we are still waiting on which is due to us by the end of next week Once complete, we will follow up with the customer so they can review and use Also, we are working with the customer to provide some form of compensation for their experience
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Contact was made with the manufacturer to confirm how they would like us to proceed in this mannerWas informed by manufacturer that they spoke with customer on 10/13/and that the issue was resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a phone call with what the manufacturer considered to be another explanation as to why they were again going back on their word, and would not address my mold concernsTheir excuse for not following thru on multiple verbal agreements was "because multiple people misspoke" The mold growth shown by the attached picture was present in less than days of the flood caused by the manufacturer's factory defectIt was located on the bathroom side of the wall that incurred the water leakWhy would the bedroom on the other side of the wall, that had more water exposure, be less likely to have mold months later if not treated? Did they use marine grade materials in the bedroom (which should never get wet) and not use them in the bathroom (which is very likely to get wet) I have done more than my due diligence to work with the dealer and manufacturer to get this addressedI will attempt to fix it myselfIf I have any future mold and/or health problems related to this incident, I have a very thoroughly documented record of the refusal of both the manufacturer and the dealer, to take any measures to remediate the mold growth Final Business Response / [redacted] (4000, 9, 2015/10/15) */ Upon receipt of above comments, as the dealer, we reached back out to manufacturer to see how they would like to handleManufacturer called customer on 10/15/and discussed aboveAccording to MFG, they offered for customer to bring unit into dealer to review however customer is electing not to and explained they will handle on their own
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Contact was made with MrN [redacted] and we are going to request the manufacturer, of the hitch he purchased months ago, to consider refunding the customer for said hitch, based on potential manufacturer defectWe advised customer that this is the decision of that manufacturer and will be a somewhat drawn out process and to have patienceHe will be bringing in the hitch in question when he comes to get his unit that we are currently working onWe then will be handling the entire process with the manufacturer, on behalf of the customer, as a goodwill gesture Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) WE are working on it an will send to [redacted] to checked it outWill let you know when we get it all worked out
We followed up with the customer on 8/29/and had the opportunity to review his concern The main concern was that the power steering pump had broken from its mounts and fell off Although we do appreciate the seriousness of this there are procedures that we must follow when dealing with warranty situations on new units We explained to the customer that this issue was considered a chassis issue and would of needed to be reviewed and fixed by a Ford dealer who is an authorized ford warranty service facility which we are not The customer felt that as we sold it we are responsible to have caught this issue prior to it occurring and after it occurring we are responsible for fixing it Although we understand his frustration and wish to help him through the process, we still have to follow the warranty process For this, it needed to go to a Ford dealer We were not refusing to fix his issues From our understanding, he paid out of pocket to fix We are reaching out to customer to get a copy of the invoice so we can get with Ford to see if they will assist in helping the customer with these costs
I am rejecting this response because: I am not sure if they are telling the truthThey said I would have my camper back in time for our June 10th camping trip and they still have itWe lost $in camper registration feesAnd My husband lost a weeks worth of vacation By the time they told us our camper would not be ready it was too late to cancel the vacation time and registration for a full refundWe have another camping trip planned we have another trip planned for the 23rd and I really need a camperI would be happy to use a loaner if needed
Called the customer and did revisit the experience Customer did confirm that he did authorize us to do the bearing pack which was the primary reason we were keeping the deposit once he decided he did not want the unit Our deposits are non-refundable however it was not clear whether this was explained to the customer clearly In any event, out of goodwill we will be returning the deposit to the customer
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
Initial Business Response / [redacted] (1000, 5, 2016/04/26) */ Although the customer notes that we do not have a signed contract on file, we do have oneIf requested, we can provideHowever, out of customer goodwill, we will be refunding the deposit shortlyCustomer has been made aware Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I wanted was the unit that I was attempting to purchaseI only wanted my money back after they damaged itI'll take my money and move on without any further contact with them
Initial Business Response /* (1000, 6, 2015/09/08) */
The customers deposit was refunded last week
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
I just picked up my deposit refund in full
We have the customers unit in our possession at this time and are working to fix the remaining items that have failed. We have kept the customer informed of our progress. We hope to have completed soon so the customer can enjoy the camping season
We have finally resolved the parts issues with Forest River for this customer. According to Forest River the parts are being shipped out to us today (3/29). We should have tomorrow and no later than early next week. At that time we will schedule a time to complete the repairs for
the customer
I am rejecting this response because: I pickup my trailer on 7/22/(mile drive)I tried the slide at Camping World and it went out and in, but it didn't act the way the "walk through corrinador" said it shouldHe told me there will a gear slipping sound when the slide is all the way out or inNow and when I dropped it off on 6/22/there wasn't a slipping sound when slide came all the way inWhen I said there should a sound when the slide comes in the "tech" and service coordinator looked at me like I was insane and didn't know what I was talking aboutWhen I picked it up yesterday I thought also it could be a power issue because it was checked by me with just battery power and battery could be low sitting for a month. I get home level the trailer, run the slide out connected to my home power sourceDidn't have time to clean so I tried to close the slide and it won't closeI believe from the start it was a gear and motor problem and slide replacement wasnt necessaryNow I can't return or take trailer back until I can get the slide in
We have contacted the customer and apologized for the delay in getting the parts. According to the MFG it is due to us shortly at which time we will schedule installation. We will also be working with the customer on taking care of her hot water heater issue
I am rejecting this
response because: Camping World did schedule the installation of the grey water holding tank and hot water heater for Thursday October 6, 2016. On October 6, 2016, it was discovered the wrong grey water tank was ordered and they didn't have all the parts to install the hot water tank. Service did come back on October 7, to install the hot water tank and appears to be satisfactory at this time I have not been able to fully use to hot water tank to determine if there are any issues. I do not foresee and issues with the hot water tank but will advise should anything arise pertaining to the installation. To address the cracked grey water tank, Camping World recommended they would come to pick the camper up at the end of my camping season (around November 1, 2016) to haul the camper up to their facility so the cracked grey tank can be removed and proper dimensions taken. I feel the complaint should remain open until the new grey tank can be installed and is in proper working condition
Revdex.comGood Morning,We have received your response regarding the latest proposal from Camping World We understand the issues have not yet been resolved Based on the proposal from Camping World, Revdex.com will close the complaint at this time with a designation of "Answered." When the new grey tank has been installed, please communicate to us whether you are satisfied with the results If necessary, we can reopen the complaint at that time Thank you for using your Revdex.com! David D***, Dispute Resolution CoordinatorRevdex.com Centralized Complaint Services W Market StreetAkron, OH 44303p: 330-253-
Initial Business Response /* (1000, 5, 2015/06/02) */
Spoke to Mrs*** on 6/2/Reviewed her comments in attached messageI explained why we are keeping the $and it was associated with the fact the trade we received was not what was committed toThe bumper hand been partially cut
off and the back wall was torn from the unitIn terms of the other items, I committed to having our mobile service technician come out to their location to review issuesOur service department will be reaching out to the customer today or tomorrow to schedule
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The salesman definitely did not make it clear that the deposit was non-refundable. A word to the wise: since Camping World doesn't thoroughly inspect a used RV until just before the sale, never put down a deposit unless YOU have inspected it thoroughly, if then
We have attempted to reach out to the customer a few times yesterday (8/31) via phone and were unsuccessful. We followed up with an e-mail last evening. The unit has been reviewed by our shop and items that don't require parts have been fixed. We will continue and try to reach
customer today
Spoke with the customer on 9/2/ Apologized for the experience they have had so far Reviewed their list of issues and there were a few we still needed to work on or get clarification Also, there is one part that we are still waiting on which is due to us by the end of next week Once complete, we will follow up with the customer so they can review and use Also, we are working with the customer to provide some form of compensation for their experience
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Contact was made with the manufacturer to confirm how they would like us to proceed in this mannerWas informed by manufacturer that they spoke with customer on 10/13/and that the issue was resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a phone call with what the manufacturer considered to be another explanation as to why they were again going back on their word, and would not address my mold concernsTheir excuse for not following thru on multiple verbal agreements was "because multiple people misspoke" The mold growth shown by the attached picture was present in less than days of the flood caused by the manufacturer's factory defectIt was located on the bathroom side of the wall that incurred the water leakWhy would the bedroom on the other side of the wall, that had more water exposure, be less likely to have mold months later if not treated? Did they use marine grade materials in the bedroom (which should never get wet) and not use them in the bathroom (which is very likely to get wet) I have done more than my due diligence to work with the dealer and manufacturer to get this addressedI will attempt to fix it myselfIf I have any future mold and/or health problems related to this incident, I have a very thoroughly documented record of the refusal of both the manufacturer and the dealer, to take any measures to remediate the mold growth Final Business Response / [redacted] (4000, 9, 2015/10/15) */ Upon receipt of above comments, as the dealer, we reached back out to manufacturer to see how they would like to handleManufacturer called customer on 10/15/and discussed aboveAccording to MFG, they offered for customer to bring unit into dealer to review however customer is electing not to and explained they will handle on their own
Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ Contact was made with MrN [redacted] and we are going to request the manufacturer, of the hitch he purchased months ago, to consider refunding the customer for said hitch, based on potential manufacturer defectWe advised customer that this is the decision of that manufacturer and will be a somewhat drawn out process and to have patienceHe will be bringing in the hitch in question when he comes to get his unit that we are currently working onWe then will be handling the entire process with the manufacturer, on behalf of the customer, as a goodwill gesture Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) WE are working on it an will send to [redacted] to checked it outWill let you know when we get it all worked out
We followed up with the customer on 8/29/and had the opportunity to review his concern The main concern was that the power steering pump had broken from its mounts and fell off Although we do appreciate the seriousness of this there are procedures that we must follow when dealing with warranty situations on new units We explained to the customer that this issue was considered a chassis issue and would of needed to be reviewed and fixed by a Ford dealer who is an authorized ford warranty service facility which we are not The customer felt that as we sold it we are responsible to have caught this issue prior to it occurring and after it occurring we are responsible for fixing it Although we understand his frustration and wish to help him through the process, we still have to follow the warranty process For this, it needed to go to a Ford dealer We were not refusing to fix his issues From our understanding, he paid out of pocket to fix We are reaching out to customer to get a copy of the invoice so we can get with Ford to see if they will assist in helping the customer with these costs
I am rejecting this response because: I am not sure if they are telling the truthThey said I would have my camper back in time for our June 10th camping trip and they still have itWe lost $in camper registration feesAnd My husband lost a weeks worth of vacation By the time they told us our camper would not be ready it was too late to cancel the vacation time and registration for a full refundWe have another camping trip planned we have another trip planned for the 23rd and I really need a camperI would be happy to use a loaner if needed
Called the customer and did revisit the experience Customer did confirm that he did authorize us to do the bearing pack which was the primary reason we were keeping the deposit once he decided he did not want the unit Our deposits are non-refundable however it was not clear whether this was explained to the customer clearly In any event, out of goodwill we will be returning the deposit to the customer
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
We have reviewed with the customer and we believe the matter is now resolved
Initial Business Response / [redacted] (1000, 5, 2016/04/26) */ Although the customer notes that we do not have a signed contract on file, we do have oneIf requested, we can provideHowever, out of customer goodwill, we will be refunding the deposit shortlyCustomer has been made aware Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I wanted was the unit that I was attempting to purchaseI only wanted my money back after they damaged itI'll take my money and move on without any further contact with them
Initial Business Response /* (1000, 6, 2015/09/08) */
The customers deposit was refunded last week
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
I just picked up my deposit refund in full
I WILL BE HAPPY WHEN PROBLEMS ARE RESOLVED
Unit was completed and customer picked up unit on 6/ She completed a survey where she marked satisfied at this time
We have the customers unit in our possession at this time and are working to fix the remaining items that have failed. We have kept the customer informed of our progress. We hope to have completed soon so the customer can enjoy the camping season
We have finally resolved the parts issues with Forest River for this customer. According to Forest River the parts are being shipped out to us today (3/29). We should have tomorrow and no later than early next week. At that time we will schedule a time to complete the repairs for
the customer
I am rejecting this response because: I pickup my trailer on 7/22/(mile drive)I tried the slide at Camping World and it went out and in, but it didn't act the way the "walk through corrinador" said it shouldHe told me there will a gear slipping sound when the slide is all the way out or inNow and when I dropped it off on 6/22/there wasn't a slipping sound when slide came all the way inWhen I said there should a sound when the slide comes in the "tech" and service coordinator looked at me like I was insane and didn't know what I was talking aboutWhen I picked it up yesterday I thought also it could be a power issue because it was checked by me with just battery power and battery could be low sitting for a month. I get home level the trailer, run the slide out connected to my home power sourceDidn't have time to clean so I tried to close the slide and it won't closeI believe from the start it was a gear and motor problem and slide replacement wasnt necessaryNow I can't return or take trailer back until I can get the slide in
We have contacted the customer and apologized for the delay in getting the parts. According to the MFG it is due to us shortly at which time we will schedule installation. We will also be working with the customer on taking care of her hot water heater issue
I am rejecting this
response because: Camping World did schedule the installation of the grey water holding tank and hot water heater for Thursday October 6, 2016. On October 6, 2016, it was discovered the wrong grey water tank was ordered and they didn't have all the parts to install the hot water tank. Service did come back on October 7, to install the hot water tank and appears to be satisfactory at this time I have not been able to fully use to hot water tank to determine if there are any issues. I do not foresee and issues with the hot water tank but will advise should anything arise pertaining to the installation. To address the cracked grey water tank, Camping World recommended they would come to pick the camper up at the end of my camping season (around November 1, 2016) to haul the camper up to their facility so the cracked grey tank can be removed and proper dimensions taken. I feel the complaint should remain open until the new grey tank can be installed and is in proper working condition
Revdex.comGood Morning,We have received your response regarding the latest proposal from Camping World We understand the issues have not yet been resolved Based on the proposal from Camping World, Revdex.com will close the complaint at this time with a designation of "Answered." When the new grey tank has been installed, please communicate to us whether you are satisfied with the results If necessary, we can reopen the complaint at that time Thank you for using your Revdex.com! David D***, Dispute Resolution CoordinatorRevdex.com Centralized Complaint Services W Market StreetAkron, OH 44303p: 330-253-
Initial Business Response /* (1000, 5, 2015/06/02) */
Spoke to Mrs*** on 6/2/Reviewed her comments in attached messageI explained why we are keeping the $and it was associated with the fact the trade we received was not what was committed toThe bumper hand been partially cut
off and the back wall was torn from the unitIn terms of the other items, I committed to having our mobile service technician come out to their location to review issuesOur service department will be reaching out to the customer today or tomorrow to schedule
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The salesman definitely did not make it clear that the deposit was non-refundable. A word to the wise: since Camping World doesn't thoroughly inspect a used RV until just before the sale, never put down a deposit unless YOU have inspected it thoroughly, if then
We have attempted to reach out to the customer a few times yesterday (8/31) via phone and were unsuccessful. We followed up with an e-mail last evening. The unit has been reviewed by our shop and items that don't require parts have been fixed. We will continue and try to reach
customer today