Van Boxtel RV and Auto

I have reviewed the information that was forwarded to me in regards to ID# [redacted] .The purchaser of this RV was [redacted] P [redacted] and [redacted] L***I am attaching a completed copy of the deal finalization listing the date of purchase as 1/9/with a final paperwork delivery date of 2/27/It was written as part of the sales agreement we would store the RV (a used Salem XL FLFB travel trailer VIN# [redacted] ) until April of which we didWe delivered the RV to their location around May 12th in the area of Beecher Wisconsin.The first email [redacted] sent me was on 6/20/which was approximately months from their original date of purchaseI did confer with [redacted] via email and I did get some pictures of their concernsThese concerns were documented and I did agree to try and make arrangements to secure a cosmetic repair of the items she wanted addressed Their location they chose to park the travel trailer is out of our described “service market area” and the ***s inability to tow the travel trailer to the dealership did complicate the repair process timeline for usNothing was ever noted to us at the time of delivery back in FebruaryA completed walk thru of the trailer was performed with the ***s and a signed acceptance sheet stating they had reviewed the trailer, which was sold to them as a used RV was in acceptable condition for finalization of purchaseAny repairs needed would have been much easier to accomplish when the RV was here and not delivered on siteBut nothing was ever brought to our attention.I did attempt to make arrangements for repairs but was unsuccessful, this is a seasonal business and throughout the summer we were never in a position that made sense to handle this repair.Even though significant time has elapsed from the date of purchase, to delivery, to now, I would agree to still get to their site and make “cosmetic repairs” to the two items they are concerned withWith our Wisconsin season done and over with this is something that would have to be scheduled at a time next spring when the weather would be less “Wisconsin” like.I would also extend another option to the ***sIf they would feel more comfortable having someone they are familiar with do the repairs on a more conducive timeline to their schedule, we would offer them a $cash settlement and consider this matter closed It is never our intention to allow any concern of our customers to go unfulfilled for an extended period of timeBut the circumstances of this situation made the logistics of those repairs a challenge.Hopefully one of these options is an arrangement that works for both of us and we can move forward to a great camping season

2nd Business response to complaint ID [redacted] : “Van Boxtel will NOT answer my question why dealers are allowed to neglect what is stated on page in the owners manual about roof maintenance.” [redacted] obviously does not under***d the responsibilities of RV ownershipAs the owner he and he alone is responsible for making sure the maintenance is done on a regular basis in order to keep the warranty in forceThat responsibility does not transfer to someone else just because you drop off your RV at their doorstep for an extended periodIf the RV is not accessible for him to do the work himself, then he should have made arrangements for someone else to take care of it We have had all these conversations with [redacted] in personOur position has not changed [redacted] RV is the manufacturer of this RV and as such has the sole responsibility for design, engineering, advertising claims, manufacturing and warranting the RVVan Boxtel RV simply administers warranty repairs in a manner prescribed and approved by [redacted] RVThe decision whether a repair is warrantable or not also rests solely with [redacted] RVWe will not become a party to the Manufactures warranty in any manner or formAny repurchase or buyback is the sole responsibility of the Manufacturer - [redacted] RVThis is our final position

1) Every month we generate a list of any new RV's in inventory that will eclipse months oldA technician is dispatched to visually inspect seams and seals on those unitsAny problems found are dealt with immediatelyWe are well versed in what the manufacturers requirement to keep the warranty in placeThey require a visual inspection onlyWe do not open up or crawl around inside each unitAs such, Starcraft has been fully onboard with all warranty repairsAll repairs have been made per Starcraft's approval processAt no point has Starcraft indicated that the dealer was responsible for the leakageUnfortunately the young lady (Heather) that Mr [redacted] spoke to did not get or was not given all the facts before she offered her opinion on the matter.2) Management from Starcraft has reached out to Mr [redacted] to discuss the disconnect between the Customer Service Reps "Opinion" and the warranty approval process.3) The repairs have been completed per Starcraft's WarrantyStarcraft is the sole warrantor of this productAt no point has Starcraft management indicated that the dealer is responsible or a party to the warranty.4) As the manufacturer, Starcraft would be solely responsible for any exchanges, buybacks or any form of financial compensation

Our first contact with Mr [redacted] was on April 2nd, when he contacted us by phone inquiring about a warranty repair to his FridgeHe also asked to have to have a third party technician (a friend) do the repairs onsite at his campgroundWe agreedAfter the third party technician diagnosed the problem with the Fridge we ordered the part (circuit board)Unfortunately the part order did not transmit properly to the manufacturer and we did not follow up to confirm the order We talked with Mr [redacted] on the morning of 6/and offered/agreed to reimburse him for the part that he orderedAll we need is a copy of the receipt for the part and we will cut him a check We also agreed to pay his technician to diagnose the problem and to repair or reinstall the new circuit board when availableThis should be two service calls 1) One to Diagnose/determine the source of the problem 2) A second service call to install new Circuit BoardFor a total $ Again, all we need is a copy of the receipt from his technician for the two service calls relating to the Fridge so we can collect the warranty from the manufacturerOnce we receive copies of the receipts we will gladly cut him a check for reimbursement

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have spoken With [redacted] the manufacturer in specifics as far as the dealer being responsible if the RV is in their possession regardless of them or another individual owning itI have asked [redacted] if the dealer is allowed to neglect the day policy stated on page in the owner’s manual, and [redacted] stated no [redacted] stated if the RV is in the dealers possession for a day or more period they are responsible for what is stated on page in the owner’s manualWith that being said, no one will ***d up for the responsibility of the water damage that Vanboxtel already admitted to in a prior response I also do not think a good business practice is to be condescending towards its customersI.EVanboxtel’s con***t put downs and belittling by saying “ [redacted] obviously does not under***d the responsibilities of RV ownership” I have owned numerous RV’s and as to why Vanboxtel thinks I would neglect a BRAND NEW $34,unit is beyond meAs you can see Vanboxtel has not addressed the issues and has taken no responsibility for any of their actionsThey purposely held our unit after the repairs were done and there has been zero explanation as to why they think that is justifiable, only reason being is out of spiteAlso considering the issues I have had with the unit, an individual with any business sense would take the time to go above and beyond to overlook their customers productThis would ensure that the individual does not come back and is satisfiedThe only satisfaction Vanboxtel gets apparently is terrible customer service and a chance to attempt and belittle their customers***

The [redacted] 's purchased a year old used Travel Trailer from us in March of this yearThe trailer came with a day warranty on major components (i.efurnace, fridge, water pump, etc.)Mrs [redacted] is correct, the trailer required minor repairs to items not associated with water leakageAs stated, repairs were performed Several month later they called with water leakage problemsObviously the water leakage problems were not present when the Trailer was sold as they would have shown up immediately, not a couple of months laterWe have addressed the water leakage issue with the trailer perviously and repaired it only to be called back weeks later with a leak in a different areaAt this point we do not know what maintenance has been performed by the [redacted] sSeals around slide outs dry out, as does the caulk around windows and ventsVisual inspection of these items and maintenance is the responsibility of the owner.We will continue to work with the [redacted] s to repair the new leakage issueThis was stated to them on them on the phone the other dayRepurchasing the trailer from the [redacted] s is not an option we will consider

As stated earlierThe travel trailer was sold with a day warranty on major components, which ended in June of this yearAs a good will gesture we will continue to work with the [redacted] s to resolve and repair the new water leak onlyVan Boxtel RV is not the manufacturer of this travel trailer nor will we assume the responsibilities of the manufacturerQuality of build issues rest solely with the manufacturerIf Mrs [redacted] feels the trailer is poorly built, I would urge her to open up a dialog with Gulf Stream Coach the manufacturerAs stated earlier, we will continue to resolve and repair the current water leak issue only, at no charge to the [redacted] s

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.After reviewing Vanboxtel RV's response, I do not think it matters who is named in the complaint my girlfriend or myselfIn regards to their response in their first paragraph I did call Vanboxtel right away in the morning of November 19th and asked if they had any on call service Techs to fix a WARRANTY issue on our camperTheir response was noBringing the camper all the way back into Green Bay for the simple fix was not an optionAs far as reimbursement of the warranty claim, that came after numerous phone calls after a good month and a half to two monthsOne of their employees in parts even stated that the warranty claim was NOT processed yet but they would still issue the refund after my numerous phone calls. Of course all of the items listed for repair would of been at no cost to the owner, considering the unit is still under its original year manufacturers warrantyI find it un acceptable that they are responding as if they did us a favor in which case they were simply servicing a unit THEY sold BRAND NEW In regards to heating the RV I do not see anywhere in the owners manual where it says you CANNOT heat the whole RV with just the fireplaceI do not see where it states that the furnace HAS to be running in order to warm the underbellyRegardless of how I heated the unit whether it be with the furnace, fire place or both, there is obviously a design flaw in the unitVanboxtel neglected to re create the conditions to prove their "test" They simply stuck a probe underneath WITHOUT water in the unit and said it was "good" I do ***d corrected on us dropping the unit it off right away in DecemberWe dropped it off towards the end of January, regardless of that Vanboxtel has had the unit for out of the months we have owned the unitIn which in those months were consecutive months totaling more than days in which case, Vanboxtel will NOT answer my question why the dealers are allowed to neglect what is stated on page in the owners manual about roof maintenanceThey have yet to answer how myself or anyone for that matter is able to perform routine maintenance every days if the unit is not in our possession? That is a fairly bold statement for them to make that they tried contacting us numerous time to pick up our unitI do have phone records to prove that no phone calls were made to me or to *** to pick up our unit between February and Beginning of May when we picked it upThere were phone calls that I did make to see what the progress was on the unit and they may have had return phone calls trying to reach me if they were not available at that timeWe would of been more than happy to pick our unit up, strange that they say our unit was done and ready to go but yet, when I went to pick it up after I made the phone call, they still had a thermometer inside the unit, must of been for when they were doing their "tests"Lastly, yes I have opened a complaint with *** in attempts to resolve this issueI had been in contact VIA e-mail quite frequently with resolution as to who will be responsible for the water damage that Vanboxtel admits too and about ***s "degree guarantee" Vanboxtel had given me direction on what route to take with *** in regards to the water freezingCountless times they push it all back on the manufacturerSeems as if they washed their hands with the unit once they received their money when purchasingStrange how one can purchase an $8000 brand new Chevrolet spark and GM will bend over backwards for service, Vanboxtel on the other hand has no where near "bent over backwards" or provided any sort of customer service in regards to all of the issues we have encountered with our brand new unit.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We had trailers previous to this We NEVER had water leakage like this and did no maintain on the trailers for leaking problemsThe shape of the floors ands walls is not from 1or leaking problemIs there a mold problem now? They are not going to put the blame on usWe cared for campers and got many compliments on how well kept they wereThis is not our problem and pray they do not expect us to pay for the water damagesThe floors are in very bad shape. They say the seals and chalking get bad, in a yr old camper? Wow, to me that says it was badly built
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me The area was sanded down and all remnants of mold and water staining are gone My camper was made to be in new condition with no signs of damage I commend VanBoxtel RV for making this right and restoring my faith in them VanBoxtel also stated that they will stand behind their work Starcraft also offered, in good faith, a new much more comfortable mattress for the inconvenience the leak caused me
Regards,
*** ***

Thank You for the opportunity to reply. Our records do not show [redacted] as the owner of a 2015 Cougar [redacted]. I am assuming we are talking about the Cougar fifth wheel owned by his girlfriend [redacted]. [redacted] is correct, they did experience a failure of the power converter in November of 2016....

[redacted] RV (the warrantor) is very clear in the owners manual about warranty repairs and/or replacements. The trailer must be brought to the servicing dealer for warranty work. [redacted] (all RV manufacturers for that matter) do not permit “do it yourself” warranty work. We submitted a warranty claim on [redacted]’s behalf for reimbursement for the cost of the power converter. When the Manufacturer paid the warranty claim, we forwarded the reimbursement on to [redacted]. He is also correct about having repairs made or replacements for the Refrigerator, Microwave, Auto Level Display, and the LED Lights. All were repaired or replaced under [redacted] RV’s warranty at No Cost to the owner. With regards to the water freezing in the Kitchen Island and/or Bathroom. This was the result of the customer choosing to heat the RV or supplement the gas heat with the Electric Fireplace. This procedure kept the inside of the RV warm enough so that the Thermostat did not kick on the gas furnace on a regular basis. Unfortunately it is the Gas Furnace that heats the Underbelly of the RV. The Underbelly of the RV is where all the plumbing runs. When using the Gas Furnace to heat the RV we could not duplicate the freezing problem. The statement “ VB has had our unit 7 out the 10 months we have owned it ” is simply not even close to true. [redacted] dropped off the unit at the end of January. We quickly figured out why they were having a freezing problem (see above). We notified them they could pick up the unit anytime. They chose to leave it on our lot and ignore our requests to remove the RV until it was more convenient for them to deal with it at the end of April. Van Boxtel is not in the storage business. We do not have the space. It is a major inconvenience when a customer does not remove their RV on a timely basis. The Roof/Cap separation and resulting very minor water damage was due to lack of owner maintenance. This maintenance requirement is covered explicitly in the owners manual on page 76. It is the owners responsibility to see to the maintenance of his or her own unit. As a customer courtesy we resealed the roof/cap area at No Charge the last time the RV was in for service. [redacted] RV is the Manufacturer and sole Warrantor for this product. Van Boxtel RV is not a party to this warranty in any manner or form. Van Boxtel RV facilitates warranty repairs and processes warranty paperwork on behalf of the retail customer. Any repurchase request or buyback is the sole responsibility of the manufacturer - [redacted] RV. If [redacted] would like to pursue this avenue, I would suggest they open up a dialog directly with [redacted] RV.

I have reviewed the information that was forwarded to me in regards to ID# [redacted].The purchaser of this RV was [redacted] P. [redacted] and [redacted] L. [redacted]. I am attaching a completed copy of the deal finalization listing the date of purchase as 1/9/2017 with a final paperwork delivery date of 2/27/2017. It...

was written as part of the sales agreement we would store the RV (a used 2009 Salem XL 352 FLFB travel trailer VIN# [redacted]) until April of 2017 which we did. We delivered the RV to their location around May 12th 2017 in the area of Beecher Wisconsin.The first email [redacted] sent me was on 6/20/2017 which was approximately 4 months from their original date of purchase. I did confer with [redacted] via email and I did get some pictures of their concerns. These concerns were documented and I did agree to try and make arrangements to secure a cosmetic repair of the 2 items she wanted addressed.  Their location they chose to park the travel trailer is out of our described “service market area” and the [redacted]s inability to tow the travel trailer to the dealership did complicate the repair process timeline for us. Nothing was ever noted to us at the time of delivery back in February. A completed walk thru of the trailer was performed with the [redacted]s and a signed acceptance sheet stating they had reviewed the trailer, which was sold to them as a used RV was in acceptable condition for finalization of purchase. Any repairs needed would have been much easier to accomplish when the RV was here and not delivered on site. But nothing was ever brought to our attention.I did attempt to make arrangements for repairs but was unsuccessful, this is a seasonal business and throughout the summer we were never in a position that made sense to handle this repair.Even though significant time has elapsed from the date of purchase, to delivery, to now, I would agree to still get to their site and make “cosmetic repairs” to the two items they are concerned with. With our Wisconsin season done and over with this is something that would have to be scheduled at a time next spring when the weather would be less “Wisconsin” like.I would also extend another option to the [redacted]s. If they would feel more comfortable having someone they are familiar with do the repairs on a more conducive timeline to their schedule, we would offer them a $250.00 cash settlement and consider this matter closed.  It is never our intention to allow any concern of our customers to go unfulfilled for an extended period of time. But the circumstances of this situation made the logistics of those repairs a challenge.Hopefully one of these 2 options is an arrangement that works for both of us and we can move forward to a great 2018 camping season.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have spoken With [redacted] the manufacturer in specifics as far as the dealer being responsible if the RV is in their possession regardless of them or another individual owning it. I have asked [redacted] if the dealer is allowed to neglect the 90 day policy stated on page 76 in the owner’s manual, and [redacted] stated no. [redacted] stated if the RV is in the dealers possession for a 90 day or more period they are responsible for what is stated on page 76 in the owner’s manual. With that being said, no one will [redacted]d up for the responsibility of the water damage that Vanboxtel already admitted to in a prior response.  I also do not think a good business practice is to be condescending towards its customers. I.E. Vanboxtel’s con[redacted]t put downs and belittling by saying “[redacted] obviously does not under[redacted]d the responsibilities of RV ownership” I have owned numerous RV’s and as to why Vanboxtel thinks I would neglect a BRAND NEW $34,000 unit is beyond me. As you can see Vanboxtel has not addressed the issues and has taken no responsibility for any of their actions. They purposely held our unit after the repairs were done and there has been zero explanation as to why they think that is justifiable, only reason being is out of spite. Also considering the issues I have had with the unit, an individual with any business sense would take the time to go above and beyond to overlook their customers product. This would ensure that the individual does not come back and is satisfied. The only satisfaction Vanboxtel gets apparently is terrible customer service and a chance to attempt and belittle their customers. [redacted]

[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 is satisfactory to me.  I do feel if Van Boxtel would of communicated better with us we would not have filed this complaint.  We understand our campers location made it difficult to have the repairs make, but we had mentioned entire weeks that were were at the camper and we would of been happy to of taken a day off of work to meet someone there.   We Would like to take Van Boxtel's offer of $250.  Please mail us a check.   
Regards,
[redacted]

2nd Business response to complaint ID [redacted]:   “Van Boxtel will NOT answer my question why dealers are allowed to neglect what is stated on page 76 in the owners manual about roof maintenance.”   [redacted] obviously does not under[redacted]d the responsibilities of RV ownership. As the owner he and he alone is responsible for making sure the maintenance is done on a regular basis in order to keep the warranty in force. That responsibility does not transfer to someone else just because you drop off your RV at their doorstep for an extended period. If the RV is not accessible for him to do the work himself, then he should have made arrangements for someone else to take care of it.   We have had all these conversations with [redacted] in person. Our position has not changed. [redacted] RV is the manufacturer of this RV and as such has the sole responsibility for design, engineering, advertising claims, manufacturing and warranting the RV. Van Boxtel RV simply administers warranty repairs in a manner prescribed and approved by [redacted] RV. The decision whether a repair is warrantable or not also rests solely with [redacted] RV. We will not become a party to the Manufactures warranty in any manner or form. Any repurchase or buyback is the sole responsibility of the Manufacturer - [redacted] RV. This is our final position.

The [redacted]'s purchased a 2 year old used Travel Trailer from us in March of this year. The trailer came with a 90 day warranty on major components (i.e. furnace, fridge, water pump, etc.). Mrs. [redacted] is correct, the trailer required minor repairs to items not associated with water leakage. As...

stated, repairs were performed.  Several month later they called with water leakage problems. Obviously the water leakage problems were not present when the Trailer was sold as they would have shown up immediately, not a couple of months later. We have addressed the water leakage issue with the trailer perviously and repaired it only to be called back weeks later with a leak in a different area. At this point we do not know what maintenance has been performed by the [redacted]s. Seals around slide outs dry out, as does the caulk around windows and vents. Visual inspection of these items and maintenance is the responsibility of the owner.We will continue to work with the [redacted]s to repair the new leakage issue. This was stated to them on them on the phone the other day. Repurchasing the trailer from the [redacted]s is not an option we will consider.

As stated earlier. The travel trailer was sold with a 90 day warranty on major components, which ended in June of this year. As a good will gesture we will continue to work with the [redacted]s to resolve and repair the new water leak only. Van Boxtel RV is not the manufacturer of this travel trailer nor will we assume the responsibilities of the manufacturer. Quality of build issues rest solely with the manufacturer. If Mrs [redacted] feels the trailer is poorly built, I would urge her to open up a dialog with Gulf Stream Coach the manufacturer. As stated earlier, we will continue to resolve and repair the current water leak issue only, at no charge to the [redacted]s.

Our first contact with Mr. [redacted] was on April 2nd, 2015 when he contacted us by phone inquiring about a warranty repair to his Fridge. He also asked to have to have a third party technician (a friend) do the repairs onsite at his campground. We agreed. After the third party technician diagnosed the...

problem with the Fridge we ordered the part (circuit board). Unfortunately the part order did not transmit properly to the manufacturer and we did not follow up to confirm the order.
We talked with Mr. [redacted] on the morning of 6/3 and offered/agreed to reimburse him for the part that he ordered. All we need is a copy of the receipt for the part and we will cut him a check.
We also agreed to pay his technician to diagnose the problem and to repair or reinstall the new circuit board when available. This should be two service calls.
1) One to Diagnose/determine the source of the problem.
2) A second service call to install new Circuit Board. For a total $120.00

Again, all we need is a copy of the receipt from his technician for the two service calls relating to the Fridge so we can collect the warranty from the manufacturer. Once we receive copies of the receipts we will gladly cut him a check for reimbursement.

1) Every month we generate a list of any new RV's in inventory that will eclipse 6 months old. A technician is dispatched to visually inspect seams and seals on those units. Any problems found are dealt with immediately. We are well versed in what the manufacturers requirement to keep the warranty...

in place. They require a visual inspection only. We do not open up or crawl around inside each unit. As such, Starcraft has been fully onboard with all warranty repairs. All repairs have been made per Starcraft's approval process. At no point has Starcraft indicated that the dealer was responsible for the leakage. Unfortunately the young lady (Heather) that Mr. [redacted] spoke to did not get or was not given all the facts before she offered her opinion on the matter.2) Management from Starcraft has reached out to Mr. [redacted] to discuss the disconnect between the Customer Service Reps "Opinion" and the warranty approval process.3) The repairs have been completed per Starcraft's Warranty. Starcraft is the sole warrantor of this product. At no point has Starcraft management indicated that the dealer is responsible or a party to the warranty.4) As the manufacturer, Starcraft would be solely responsible for any exchanges, buybacks or any form of financial compensation.