Michael Hohl RV Center

I brought my Travel Trailer, which I bought from Michael Hohl RV, in to Michael Hohl RV service for warranty work.I had a leaky gray water valve. My warranty was one day out of date.I was told by [redacted] that he had contacted [redacted] and they had denied my claim. He further said it was cost $450 to repair a faulty valve.I phoned [redacted] warranty and spoke with [redacted] who advised me that MH RV had in fact, never submitted a claim for warranty. [redacted] said that there would be no problem with the claim and [redacted] would cover it.When I called back and spoke with [redacted], Service manager, I was told that the service writer, [redacted], had mistakenly called the wrong company and did not realize he was speaking with someone other that [redacted], which I find highly suspect.My belief is for some unknown reason [redacted] took it upon himself to deny my warranty claim and make me pay $450.00 for a covered repair.I find this very dishonest and possibly illegal.[redacted] did cover the claim and it was repaired.Sincerely [redacted]Product_Or_Service: 2012 [redacted] "one" travel trailerDesired SettlementI feel this should be on file. Mr. alleged dishonesty puts bad marks on all of Nevada's repair. I do want them contacted and advised of the complaint.Business Response Warranty clerk was working with [redacted] for warranty on the radio for this coach. [redacted] agreed to replace radio. Michael Hohl RV perfored installation at no charge. Writter miss understood that labor was denied by [redacted] not [redacted]. After review all repairs where covered by [redacted] and Michael Hohl RV Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I find it hard to believe that the Service writer did not know who he was talking to. I also find it hard to believe if he had asked "[redacted]" about the problem with the gray water valve they wouldn't have told him that he was speaking to the wrong company about problems with the trailer. [redacted] is the company who made the stereo, which would be a long way removed from the gray water system. I believe their response is unrealistic and saying that the Service writer did not know who he was talking to would constitute gross negligence. There are too many things that would have had to happen with both Michael Hohl and [redacted] to make this even a remote possibility. Their response appears to be an effort to cover up that the Service writer, [redacted], took it upon himself to deny my warranty claim without speaking to [redacted] first. I don't know if he had a personal vendetta against me personally or just wanted to make more money for the dealership. I am sure if you look at the facts and the things that would have had to happen to substantiate their version of the story you will agree it is very unlikely that things could have happened the way they claim. Final Business Response Consumer had a valid complaint. His warranty service was not handled correctly. The service manager has been fired and the service writer has been counseled on correct behavior in the future.

Recently we purchased a 2011 [redacted] Utah tent trailer. Since purchasing the product we have had nothing but issues with the business. Our first notable issues arose upon pickup of the trailer. We were sold an item that we were unable to tow with our car. This issue was resolved but with less than adequate results. We had to return a week later and leave our car for the day, costing us gas money and personal time, so that they could properly wire the car. Upon pick up I found my tire pressure light on, and after 2 trips to my car dealership company it was discovered that my spare tire had a hole in the side wall. I contacted Michael Hohl and they agreed to replace the tire at their cost realizing it was their mistake. (Again, I had to take time out of my day to deal with this issue.) The second issue that arose upon pick up was that during the initial walk through of the unit the forward left side slide out latch was nonoperational and the metal fittings around the 4 lifting arms were broken . We asked for this to be corrected before our pick up date. They agreed, stating that it would take several days to fix it due to having to remove the slide-out. Upon pick up nothing had been corrected, they told us to take the unit and try it out and then bring it back at a later date for repairs. On May 15th we schedule to return the trailer for proper repairs, after 3 weeks we were told repairs were made and to pick up the trailer, after driving the trailer home we discovered that the issue had still not been resolved. The slide-out was not fixed, however the latches were obviously tampered with and now loose. We called and spoke with [redacted], arranging for them to pick up the trailer in order for them to properly fix it. They kept the trailer another 2 weeks, during which they called and stated they could not fix it. We contacted [redacted] who gave service permission to take the time to properly resolve the issue. Our trailer was returned June 16th, and upon inspection the work done was shoddy.Product_Or_Service: 2011 [redacted] Utah TEDesired SettlementThe only way I can see this issue being fully resolved is for the company to take back the trailer, paying off the loan and refunding all moneys spend to date on this trailer ($1500 down payment, 3 payments at $146, and trailer registration). This does not include money spent on gas to and from the business to deal with the issues that have arose from day one. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]@michaelhohl.comAs of this date we believe that all of Ms [redacted]'s issues were fixed although not in a timely manner as is normally the case. I have spoken with the service manager to insure that this does not occur in the future. If Ms [redacted] would like to bring the unit in I can meet her with the service manager to look at the one repair that she believed to be "shoddy". The sales manager [redacted] would also assist her in trading that unit in on another unit more acceptable to her. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)While we appreciate the response, we are not willing to continue business with you. Time and time again we have placed calls and have been ignored. The only solution to this situation would be to sever any and all further contacts. This shall be done by returning the unit and receiving a refund. We are not only concerned about the "shoddy" work that was done but also about the other issues that have never been resolved, i.e. the trim around the lifting arms. (Another issue that was brought to the attention of your service team on the day we did the walk through.) We no longer have faith in your company and can no longer place trust in the service in which we will receive. We have been lied to on countless occasions and don't trust that we can get the proper or acceptable response. One such situation occurred on June 15th, 2015. At 12:10 pm we phoned (spoke with [redacted]) and asked for an ETA on the unit (which your company was returning to us), she stated that the unit had left the shop and should be there in 30 minutes. At 1:50 (spoke with [redacted]) we called to find out where the unit was at since it had not arrived. [redacted] did not know, but stated that [redacted] would return my call after lunch. (We never received that returned phone call). At 3:38 we called again (again spoke with [redacted]) who stated that in fact the unit had never left the lot and would not be delivered until the next day. This is the poorest customer care we have EVER received. The following morning we awoke to the unit sitting on the street, and the keys were simply left hanging in the front door. Again, very poor customer service. Further more, we had contacted your company and asked for a resolution to the "shoddy" work, and asked for someone to take a look at it. They believed the work done to be acceptable (without looking at it) and refused to address my concerns. On June 16, we attempted to contact management, but again our calls and our concerns went unaddressed. We will end by repeating a conversation that took place with your service staff during one of our phone calls in which we were told in no short terms that our unit/ concerns were not the priority, and that the service team had a large sixty thousand dollar unit ahead of ours that took precedence. Finally, we do not feel confident that driving the unit to and from Carson City (a 45 minute drive each way), so that you can simply "look" at the "shoddy" work is a solution to our problem. Nor do we have any desire to "trade-in" this unit for another unit. We simply want to sever any and all ties between us. Final Business Response In an effort to address Ms. [redacted]s frustration with our customer service I have offered a couple solutions which are unacceptable to her. Her complaint leaves out the numerous times the service department has bent over backwards for her. It is confusing to us that when we talk with the husband everything is fine and with her it is not. As of this date I have never been contacted by this customer to work out a solution to her concerns. Her only acceptable solution is a full refund after using the trailer. We will not be offering a full refund and will not address this issue any further. There seems to be nothing we can offer to accommodate Ms. [redacted].

If you are considering and thinking about purchasing an RV or travel trailer, I suggest you don't get a lite unit. And if you do, be very careful which dealer you get it from. In June we purchased a 2016 Rockwood Mini Lite made by Forest River from Michael Hohl RV in Carson City. We were told by several salesmen there that Rockwood brand was HIGH END, better of the units, and would last us a long time. We barely had it 2 months, only used it 8 days, and it started falling apart. Now we are told it may need to go back to factory for repair because the back wall has separated severely. It was only when we took the unit last week for the repairs that the Service Department was kind enough to tell us about lite trailers. There goes ANY camping we had planned to do now and during the Fall season. The past 4 1/2 years I had been looking for the perfect unit, going to RV shows, talking to many salesman and researching on line. At NO time did anyone tell me, mention, or share with me that lite units are not made sturdy and will fall apart, even though I had made it VERY CLEAR to all the sales people I wanted a unit that would last because this was going to be our last travel trailer. I was given a name and number to call, so I did. I asked that person if we could work something out, if they would credit us the amount we paid for the unit and put it towards another unit on their lot, then they could send that unit back to the manufacturer to get it properly repaired. Because they Service Department has no idea how long it could take and be gone. The conversation was a disaster, it was horrible. He told me if they bought it back, the value had depreciated almost $8,000. (keep in mind, this is a unit that is less then 90 days old) Or I could sell it on [redacted]. Or I could call the Manufacturer and ask them if they would buy it back. He made no offer of saying, let me talk to someone to see what we could do, or let me call the manufacturer, no nothing. It was obvious he did not care. His attitude was despicable and condescending. The impression he left with me was that it was not his problem, they had our money, now we had to deal with it. I made the phone call back East to speak with the Rockwood Representative, but of course he is gone until Sept. 7th. I was able though to speak to a woman who said she would pass the message onto someone, and said we should hear back sometime next week. If you are considering buying an RV, especially a travel trailer, make sure you don't get a lite unit, buy one that is strong, sturdy and dependable, and probably not from Michael Hohl RV in Carson City. For if you have a serious issue right after purchase, within the first 60 days like we did, they don't appear to care. Once they get your money, there done. It's bad business and bad customer relations on their part. My new dream unit has turned into a nightmare. Right now when I had planned to go camping and continue camping until bad weather, no I can't, because it is sitting in the Service lot at Michael Hohl RV in Carson City anc they have no idea when I will get it back. I hope this is helpful and useful information to anyone considering purchasing a new RV and especially who they buy it from. Thank you for reading my review and I hope you share with your friends and family. Debra B. Sparks Nevada","neg-1

Not taking care of canceling warranty and refunding fees. In August 2015, we traded our travel trailer in that we had purchased at Michael Hohl RV. We contacted them and they wanted proof of payoff of the loan to complete the cancellation process and refund fees. On Sept 15/16,2015, my husband went into the dealership. Sat down with the person responsible for completing this paperwork and provided all the information required. The latest date we should have received or refund would have been approximately November 15,2015. My husband has been contacting them weekly and were told the hold up was with the warranty company. Today, December 10,2015, I contacted the warranty company to determine what has been done. Note the recording indicates that you must go through the dealership for the refund. I was told that the policy actually was canceled today and they had received the paperwork from Michael Hohl in November 19,2015. The manager (Michael) was contacted this afternoon and we received zero follow up on how they were going to resolve this. Note that these refunds are prorated, so the extra 64 days that Michael Hohl neglected to process the paperwork in a timely fashion is money in their pocket. This fraudulent retention of funds needs to be remedied. Desired SettlementI would like the funds refunded immediately and back to the date we were in the dealership completing the paperwork. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]This was just brought to my attention. This was completely handled wrong on our part. Both managers involved have been reprimanded severely. I have instructed our office to issue the refund check today based on the original date the customer requested us to cancel their contract. Again I am so sorry the Martins had to have this experience and it has helped me to change our procedures in the future.

WE, my wife an I, saw that Micheal Hohl was advertising an RV sales show at the Reno Convention Center beginning at 9 AM on 3/6/15. The commercial stated that prices started at $995. My wife went to the showroom in Carson City late afternoon on Thursday, 3/5 in order to scout out the sales. She was told by salesman [redacted] that all pop-up trailers but one were in Reno already, including the one that we were interested in purchasing.On Friday, 3/6, we were at the Reno Convention center at 8:15, 45 minutes before the sale was scheduled to begin.We spoke briefly to one of the employees about the specific trailer that we were intending to purchase when the sale opened.He did not tell us that the trailer was not there. He invited us to stroll around the merchandise until they opened. We did. When all the sales people were present and it was almost time to open, we approached them and said that we could not find the advertised trailer. We were then informed that it had been sold already. I asked where it was and was told it was in Carson (where my wife had already been told it was in Reno). We asked how could it be sold before opening and was told that "this woman" had made an offer before we got there. We asked why we were not told this when we first arrived. There was no answer. We left at this point. It is our belief that this was a "switch and bait" as the salesman knew so early what we were looking for and at no time until the entire staff was assembled were we informed that thee was no trailerProduct_Or_Service: [redacted] pop-up trailerDesired SettlementI would like to buy a pop-up trailer of similar quality as the one advertised on television for $999.Business Response Contact Name and Title: [redacted]Contact Phone: 775-885-[redacted]Contact Email: [redacted]@michaelhohl.comThe salesman was mistaken that the trailer in question was in fact at the Reno location at 9am. The trailer stock number [redacted] arrived at the Reno location at approximately 11:00 am along with the last of the trailers to be delivered. It remained at the front of the show with the advertised price on it until it was purchased on 3/11/2015. We are sorry for the confusion this created and have reprimanded Mr [redacted] for relaying inaccurate information to the customer, and not obtaining their contact information so we could call to let them know when it got there. When we receive a similar trade in we would be happy to contact the customer to see if they are still looking for this type of trailer.