Tom's Camperland, Inc.

Good morning-In an effort to satisfy the customers we will fully refund the deposit. Our invoice does state that "deposits are non-refundable" and in an effort to satisfy the customer, [redacted] did give back $900 of the $1000 deposit on 4/12. Although Tom's Camperland does have over $500 in costs to...

prep the unit, transfer the unit, hold the unit for 2 weeks ( not available to sell to other customers) and all financing prepared we will take the loss and refund the full amount.We do not take earnest money so people can think about things for a couple weeks (we take it because we are about to spend hundreds of dollars getting things in order, ordering special parts and preparing for a delivery) and it does not seem that a business should be 100% responsible to take a loss when someone decides the purchase does not work for them.  We even offered for the money to be used at ANYTIME for any purchase. Seems like giving $900 of $1000 back and even offering that money to be used at a future date is a pretty good business practice. We no longer have any of the credit card information as it was destroyed once the $900 was given back on 4/12. Please have the customer give us a call and we can get their credit card number and process the full refund.  Thank you

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello, We have been extremely responsive in assisting in issues as they arise.  We are not able to take care of warranty items unless the unit is brought to our location.  However we have gone out of our way to assist Mr. [redacted] in getting him in contact with manufacturers to get issues resolved.  We also provide our customers with warranty information, which is included in their trailer.    With regards to the battery, all of our customers are thanked for their business and told they can call us if they have any questions. If something is of an urgent nature, we are always happy to answer questions.  We did not receive a call with regards to the battery, only and email and that was responded to.  The warranty is found on www.interstatebatteries.com.  Thank you..

after the first unit was replaced I was not informed by anyone that it needed to be removed from the platform. It wasn't until the 2nd unit was replaced that Melissa at climateright informed me that it wasn't to be drivin on the cargo platform. She told me that I should have been told this when I first got the trailer and unit. Irregardless whether they have sold units and allowed the owners to drive off the lot is irrelevant. I informed Jason that I would be driving off-road with the camper, which is why I purchased the rough rider. He assured me that it would perform to my requirements. The amount of of emails between me and toms Camperland is a testimony of the amount of emails. Most were about the ac unit and generator. As far as the battery, I also told Jason I was going  to live in the camper. He did not respond to my email in a suitable time frame leaving me with no choice but to purchase the battery elsewhere. Had I known I was to find an interstate battery I would have. Jason didn't respond for 6 days after I purchased the new battery. He also knew I was disabled because of back and neck issues. That would easily imply that lifting an air conditioner was out of the question. I have an email from Melissa at climateright following the second ac unit that says I should have been informed to take it off while in transport. The amount of emails would have been considerably less if I had been given a response to questions about why the generator wasn't working. I have no knowledge of him ever responding to my generator issues during April and May.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com Complaint ID #[redacted]

 

These customers arrived at our dealership on 02/18/2014 and purchased a tent trailer.  Their purchase was initiated and confirmed by the customers through a $1000 non-refundable deposit.  They instructed us to hold the trailer until they were...

ready to take delivery.  There were many phone call updates during this period confirming that the customers still had full intention of taking delivery so we continued to hold and turn other customers away.  We completely prepared the RV to the customer's expectation and even issued temporary permitting in the customer's name based on a few different pick up appointments that were never showed for.

 

The customer arrived at our dealership on 04/25/2014 with surprising information that they were cancelling the sale.  He acknowledged that the deposit they left was non-refundable, but proceeded to threaten us with legal action if we did not refund.  We explained to the customer that the $1000 deposit was good towards the purchase of anything at our store anytime, but we could not refund.  We explained that the in-writing bill of sale they currently held was their receipt for this store credit and that it would be honored anytime they choose to redeem it.  The customer mentioned the words "attorney" and "legal action" numerous times leaving us very confused.  We did explain to the customer that his threatening demeanor made us reluctant to want to help him further.  This is perhaps why the customer felt he needed to leave.  It is difficult for us to continue conversation or service while threats continue.

 

It is disappointing that these customers did not feel it was important to request a refund for their deposit anytime during the 66 days the unit was being held per their request.  It is disappointing that we were willing to turn over 2 month's worth of customers away on the sale of this unit on behalf of these customers.

 

Tom's Camperland will honor the $1000 non-refundable deposit as a credit towards the purchase of anything at our store.  The customer's bill of sale deposit receipt they currently hold will serve as documentation that this credit is valid.  We look forward to the opportunity to serve these customer with their credit.

 

Thank you,  Confirmation that this response has been received would be appreciated.

 

[redacted] 

Tom's Camperland 

[redacted] 

[redacted], AZ [redacted] 

###-###-#### 

www.[redacted].com

Open Tuesday-Saturday 8am-5pm 

Closed Sunday and Monday

Hello, We have communicated very regularly with Mr. [redacted] over the last year with over 44 email chains and many phone conversations. We have assisted Mr. [redacted] from afar as he has traveled from...

California to Alabama with warranty and non-warranty items.  None of which, save one occurrence, did he physically come to our location. We have sold many Rough Rider units where customers want them affixed to the front rack (to prevent theft while camping) and all have been given the warranty booklet that directs the customer to their website where it states they are to not travel with it affixed.  We have had zero issues with any other customers and the AC units.  Due to Mr. [redacted] aforementioned off road travels it seems as he damaged the AC.  He was advised he could no longer travel with it affixed to the front and was provided a NEW AC even though it was not covered under warranty and advised to move the unit indoorswhile traveling.  Mr. [redacted] continued to travel with it affixed ignoring the warranty guidelines and has damaged a second unit.  He has been advised againthathe is traveling with the AC in a manor that negates the warranty, yet a 3rd unit is being provided to him (at no charge).  This unit was requested Early Sept 2016 and is in the process of being shipped.  Mr. [redacted] has been provided 2 free AC even though they were not covered under warranty. 
Reference the battery, Mr. [redacted] had his battery tested and advised it was bad. He chose to purchase a battery and not follow Intereste Battery Warranty Guidelines.  
 
Thank you, 
Zach L[redacted]

Good morning-
In an effort to satisfy the customers we will fully refund the deposit. Our invoice does state that "deposits are non-refundable" and in an effort to satisfy the customer, [redacted] did give back $900 of the $1000 deposit on 4/12. Although Tom's Camperland does have over $500 in...

costs to prep the unit, transfer the unit, hold the unit for 2 weeks ( not available to sell to other customers) and all financing prepared we will take the loss and refund the full amount.We do not take earnest money so people can think about things for a couple weeks (we take it because we are about to spend hundreds of dollars getting things in order, ordering special parts and preparing for a delivery) and it does not seem that a business should be 100% responsible to take a loss when someone decides the purchase does not work for them.  We even offered for the money to be used at ANYTIME for any purchase. Seems like giving $900 of $1000 back and even offering that money to be used at a future date is a pretty good business practice.
We no longer have any of the credit card information as it was destroyed once the $900 was given back on 4/12. Please have the customer give us a call and we can get their credit card number and process the full refund.
 
Thank you

This customer purchased a special-ordered, custom-built ARE brand Z Series truck cap on 03/28/2014.  This sale was initiated and confirmed by the customer through a $500 non-refundable deposit.  The custom cap was ordered per the customer's build request.  The cap arrived and was...

installed on the customer's truck on 04/25/2014.  The customer took delivery of the cap after full inspection and paid his non-refundable balance of $2121.54 on this same day.

 

The customer returned to our dealership later this same day on 04/25/2014 with a few complaints regarding paint blemishes and the rear door fit.  We were able to correct all of the customer's items that day, but he insisted that the manufacturer have the opportunity to look at the cap.  We obtained a list of items the customer would like corrected and then arranged for the cap to be returned to the manufacturer per the customer's request.  The cap was removed from the customer's truck and returned to the factory immediately.

 

The cap arrived back at our dealership and was re-installed on the customer's truck on 05/17/2014.  All of the customer's requested items were satisfied.  The customer gladly took delivery of the cap again on 05/17/2014 with no complaints and is still in possession of it at this time.  At no time did the customer refuse to take delivery or express that he was not satisfied with the second installation.

 

It is confusing that the customer's date of complaint is prior to him taking final delivery of his custom-ordered cap.  It is difficult for us to issue "full refunds" on special-ordered, custom-built products that are produced to the customer's specific build requests.  It appears that this customer may have just decided he didn't want the cap and has created some excuses for wanting a refund. 

 

The customer's complaint date requesting a full refund was before 05/17/2014 when the cap was returned from the manufacturer and re-installed on the customer's truck.  The customer willingly accepted delivery and fully inspected the cap on 05/17/2014.  Furthermore, this truck cap is backed by a lifetime warranty from ARE Truck Caps and any further problems the customer may encounter as a result of a manufacturer defect are covered.  As a result, we must consider this complaint settled.

 

Thank you,

 

Confirmation that this response was received would be appreciated,

 

 

[redacted] 

Tom's Camperland

Hello, 
We have been extremely responsive in assisting in issues as they arise.  We are not able to take care of warranty items unless the unit is brought to our location.  
However we have gone out of our way to assist Mr. [redacted] in getting him in contact with manufacturers to get issues resolved.  We also provide our customers with warranty information, which is included in their trailer.    
With regards to the battery, all of our customers are thanked for their business and told they can call us if they have any questions. If something is of an urgent nature, we are always happy to answer questions.  We did not receive a call with regards to the battery, only and email and that was responded to.  The warranty is found on www.interstatebatteries.com.  
Thank you..

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

after the first unit was replaced I was not informed by anyone that it needed to be removed from the platform. It wasn't until the 2nd unit was replaced that Melissa at climateright informed me that it wasn't to be drivin on the cargo platform. She told me that I should have been told this when I first got the trailer and unit. Irregardless whether they have sold units and allowed the owners to drive off the lot is irrelevant. I informed Jason that I would be driving off-road with the camper, which is why I purchased the rough rider. He assured me that it would perform to my requirements. The amount of of emails between me and toms Camperland is a testimony of the amount of emails. Most were about the ac unit and generator. As far as the battery, I also told Jason I was going  to live in the camper. He did not respond to my email in a suitable time frame leaving me with no choice but to purchase the battery elsewhere. Had I known I was to find an interstate battery I would have. Jason didn't respond for 6 days after I purchased the new battery. He also knew I was disabled because of back and neck issues. That would easily imply that lifting an air conditioner was out of the question. I have an email from Melissa at climateright following the second ac unit that says I should have been informed to take it off while in transport. The amount of emails would have been considerably less if I had been given a response to questions about why the generator wasn't working. I have no knowledge of him ever responding to my generator issues during April and May.

Revdex.com Complaint ID #[redacted]

 

These customers arrived at our dealership on 02/18/2014 and purchased a tent trailer.  Their purchase was initiated and confirmed by the customers through a $1000 non-refundable deposit.  They instructed us to hold the trailer until they were...

ready to take delivery.  There were many phone call updates during this period confirming that the customers still had full intention of taking delivery so we continued to hold and turn other customers away.  We completely prepared the RV to the customer's expectation and even issued temporary permitting in the customer's name based on a few different pick up appointments that were never showed for.

 

The customer arrived at our dealership on 04/25/2014 with surprising information that they were cancelling the sale.  He acknowledged that the deposit they left was non-refundable, but proceeded to threaten us with legal action if we did not refund.  We explained to the customer that the $1000 deposit was good towards the purchase of anything at our store anytime, but we could not refund.  We explained that the in-writing bill of sale they currently held was their receipt for this store credit and that it would be honored anytime they choose to redeem it.  The customer mentioned the words "attorney" and "legal action" numerous times leaving us very confused.  We did explain to the customer that his threatening demeanor made us reluctant to want to help him further.  This is perhaps why the customer felt he needed to leave.  It is difficult for us to continue conversation or service while threats continue.

 

It is disappointing that these customers did not feel it was important to request a refund for their deposit anytime during the 66 days the unit was being held per their request.  It is disappointing that we were willing to turn over 2 month's worth of customers away on the sale of this unit on behalf of these customers.

 

Tom's Camperland will honor the $1000 non-refundable deposit as a credit towards the purchase of anything at our store.  The customer's bill of sale deposit receipt they currently hold will serve as documentation that this credit is valid.  We look forward to the opportunity to serve these customer with their credit.

 

Thank you,  Confirmation that this response has been received would be appreciated.

 

[redacted] 

Tom's Camperland 

[redacted] 

[redacted], AZ [redacted] 

###-###-#### 

www.[redacted].com

Open Tuesday-Saturday 8am-5pm 

Closed Sunday and Monday