Since the first time in we have been willing to try to repair the motorhome and fix the issues the customer has In any of these emails or message the customer *** *** has not accepted that from us We have offered to have some come to her to look at the motorhome but we were not given that chance The option of consignment was never brought up by customer as the only option she was accepting was a full refund We do not want to sell bad products We do believe it is fixable and we do not deal in units that are lemons The customer went through the motorhome and signed off that everything was working the day of pick up I again would like to say we were willing to help and try to fix the problem but every time that we mentioned having a mechanic come to the motorhome or getting it fixed the only response was I want my money back I stated in the last email we have had no problems communicating with the extended warranty company We were willing to have someone look at the motorhome and fix as needed If we determined the problems would keep it in the shop for sometime we would look into temp housing options but we can't just assume the problems without seeing them So again we have not been given the opportunity to try to fix the motorhome on this occasion
Complaint: ***I am rejecting this response because:
In an attempt to avoid litigation, I spent several hours making a video of the problems with the RV, and sent a very detailed email to the company, which I am attaching belowI told them I was interested in MEDITATION at that timeThey had days to get back to me, and I asked for any response to be in writingThey called me on the 8th day and told me they could not help me and that there would be no further correspondence in writing, phone calls onlyI then placed this Revdex.com complaint in a FURTHER attempt to avoid litigationThere has been a serious breach of trust, and I believe I have been the victim of fraudUnless I have satisfaction, my family and I, *** *** *** *** ***, are taking Santa Rosa RV to court
Let's talk about something they mentioned in their response: the smoke detectorI was promised that the "smoke detection system" was a system hardwired into the RV and that everything would be working properly when I picked it upImagine my surprise when I found 1) it is not a system, just devices on the ceiling, 2) one unit expired by SIX YEARS (CO unit) with no battery in it and 3) the other unit with the wires cut (smoke detector) and a battery that just fell outThese units are non functional and were not testedIf they were tested, then Santa Rosa RV has some very interesting ideas about what "functional" is The fire extinguisher does not have the testing nozzle on it, so it is impossible to test itI have video documentation of this, and still have the original units in my possessionThis, to me, indicates a breach of trustSo, when they say they sealed the roof but didn't show me, and then told me I needed to have it done again and then charged me for it, or they damaged my floor and then blamed me for it (and then charged the repairs to my warranty, which I was told by *** *** were NOT covered), I am inclined to believe that there is something deeper going on
I believe I cover the various issues quite well in the following email, and in the attached videoI have been very professional in my correspondence with them and expected a professional reply
I have asked for documentation concerning the alleged repairs and testing they did on my RV and have not received a single thing except for their “promise” they checked itI do not believe themThey lied to me about lemon laws, and are not willing to negotiate in any way
My question is: if this RV is not a lemon, why are you not willing to take it back? Why have you not offered to fix it and sell it in consignment?
I have had problems with it since day one and Santa Rosa RV has not been willing to take any responsibility in the matter
Sincerely,
*** ***
SANTA ROSA RV SALES
*** *** *** ***
SANTA ROSA, CA USA
APRIL 7,
ATTENTION: *** *** (SALES), *** *** (OWNER)
Dear ***,
The link to the video below is not publicOnly people with a direct link can watch itI understand that releasing this video on social media, where I have many followers, would directly impact your business and that is not my intent
Video here (length minutes): ***
Although I have done my best to diagnose the problem with the batteries, I am not a mechanic and I should not be expected to diagnose or fix this issue myself, as it is covered by my warranty, which I purchased on October 2015, but have been unable to use as of yetI have asked for the battery system to be explained to me twice, and have received conflicting reports each timeI have been told that this rig has features it actually does not, and was charged for equipment for said non-existent featuresI have been told that there were certain safety features in place, which were either non-existent or non-functioningI was promised that everything would be in working condition upon pick up, including the smoke detection system, roof seals and vents--work that was not performed and I was later charged for (see receipts)I have not received any type of paperwork regarding the diagnostics or repairs that took place on the volt battery system, with the exception of a bill for new batteries for $341.36. According to the Auto Body Repair Consumer Bill of Rights, I am entitled to an itemized written estimate, and upon completion of repairs, a detailed invoiceI received neither, except for an email stating "Everything is OK" and then a note that the issue may indeed be my fault because I was told to do something that wasn't relevant on a part that didn't existThis issue caused the rig to be inoperable and in your shop during the months of January, February AND MarchIf the diagnostics and repairs were properly carried out, there must be some sort of documentation to the fact
I was told that extensive mold testing was performed and that "none was found," even though there is still visible mold inside the cabSince I am extremely allergic to mold and have an autoimmune condition (Hidradenitis suppurative) that flares up and causes me great pain when I am exposed to mold, I asked for these reportsI have yet to receive them, or any official notification that they were performed in the first place
This, along with the other issues (the smoke detection system, roof resealing, floor damage, improper seal repair job, the drawer, etc.) lead me to believe that I have been a victim of fraudI was accused on more than one occasion of trying to scam the company and told that the issues that were arising were my faultI have repeatedly experienced problems with the volt battery system, have repeatedly reported and explained it to your mechanics, and have incurred costs directly related to the inoperability of said RV, its storage and the storage of my own personal items, and lodging during repairs(Please see receipts.) Because of the failure of the volt battery system and the inability to extend the slides between the dates of November to late January when it went into the shop, I was forced to pay for park fees for the months of December and January so that I could run a borrowed dehumidifier in order to prevent excess moldThe slides remained closed during this entire time to prevent further flooding; this, along with the visible mold, rendered the RV inhabitable during this time.
I feel that I have taken ownership of any issues I myself may have caused, including admitting to finding and apologizing for to jumping to conclusions about the missing dehumidifier, and have shown myself to be a customer of integrity and worthIt is not in my best interest to lie to you about where, when or how often an issue occurred and I do not appreciate the insinuation by your staff that I am making this up, or have caused it myself, in order to scam the companyBuying this RV has greatly impacted my life, in a very negative wayI have not been able to go back to work after the fire, as for the last months I've been expecting to move "any day now." The stress, inconvenience and expense was not acknowledged and after almost two months of "repairs," I was left, once again, with a malfunctioning RV, expenses and bills and the need to find last-minute, temporary lodgingThe fact that your employees damaged the floor of my RV during a repair and physically covered it up with a square of carpet and then BLAMED me for it was reprehensibleI was not given a walk through of the vehicle, nor was I shown the roof reseal
Although I fully explained the devastation in the area and why I was purchasing an RV from Santa Rosa RV during my first visit, I have enclosed Governor Brown's Executive Order on RVs and a detailed report about damage in the area in order to help the owner of Santa Rosa RV better understand my position
As for the warranty, here is the list of claims that I have tried to make.
Slide Seals and Water damage to interior (both covered items):
November 18, 2015: Door Lock (a covered item)Broken within one month of ownershipUnit was non-operational as the door would not fully close and/or lock until replacementSee screen shot receipt below.
When I tried calling ***, I found out that my contract hadn't been entered into the system yet, even though it had been purchased October 30th, I had taken ownership of the vehicle over two weeks prior and had informed my sales representative I would be leaving the country with the rig within the weekLocal mechanics quoted me over $300CDN for the repair, plus a wait time of 2-weeks for the part to arrive, during which time I would have had to find emergency lodging, extend travel documents and cancel other commitmentsInstead, I ordered the part on Amazon and my father installed it for free, with plans to claim the costs back when I returned to the USATOTAL: $
Water damage: (Original Damage Date: November due to faulty slide seals) I was told that Santa Rosa RV would not fix the water damage to the inside of the coach and was chastised for trying to "scam" the company, although the water damage is clearly visible, full of mold and easily fixedSince it was already in your shop, I could not take it to another shop for repairsI was not informed about the "inability" to fix this water damage until I picked the RV up in February
Smoke detector and carbon monoxide detectorNovember 25,
Total: $60.47CDN
The LAW Form No412T that I received from Santa Rosa RV upon purchase of the RV states that they would ensure everything was in working orderI was assured by the salesperson that they would do a thorough inspection and make sure every, single item in this RV was in excellent condition, including a roof reseal and new vents (the original vents had visible holes) and the most important thing to me: the fire, propane and carbon monoxide detection systemAlthough I was promised fully functioning devices that were "wired into a central system," I instead found expired (by six years!) detectors and extinguishers that were non-functioning and clearly had not been inspectedPlease see video for more information
I first got through to *** in early JanuaryI was warned by the rep that they were experiencing issues with their phones and I would most likely be disconnectedI was promptly disconnectedI tried calling back every day for two weeks and received the following message:
"DUE TO CIRCUMSTANCES BEYOND OUR CONTROL, WE ARE UNABLE TO ACCEPT CALLS AT THIS TIME."
I finally gave up and called *** *** in March, when the RV came back from the shop still brokenHe said that I must be calling the wrong number because their "phones are working fine." I told him I would try againI finally got through to someone, but was disconnected when I asked to be transferred to the claims departmentThis happened twice in the same dayI have not called back since
I have expressed my dissatisfaction with *** to you personally, in the pastI asked for a refund at the timeYou told me you would look into itI have not heard back anything on the matter.
It is my hope that we can work together on thisI am no longer able to find temporary accommodations while the RV is in the shopI am extremely upset that I was misled and that the repairs I had requested were not preformed properly during the two months given to do themI am absolutely livid that the one 5-amp fuse that had been installed with the batteries--the only way I was able to reset and use them--was removed and that I was actually told the mechanic didn't know what it was or why it was thereIt was an important part of the RV and is apparently very commonThis again delayed my move to San Diego and impacted the journey greatly (please see receipts for two emergency stops we had to make, due to the inoperability of the fridge and propane system)I have now had to pay over $in park fees for the month of April, in order to have access to electricity, since I lost the cheaper space I had booked in FebruaryI have to start my job and house hunting all over, since the appointments and interviews I had lined up for February and March needed to be cancelledI have had to cancel educational commitments for which I needed the ability to dry camp in the RV. I believe that I have been taken advantage of during a very vulnerable time in my life and feel that I am owed compensationMy contract states "you may only cancel this contract with the agreement of the seller, or for legal cause, such as fraud." Again, I am hoping that we can come to an agreement which is in everyone's best interest and that I am not forced to take legal action
I am requesting that Santa Rosa RV take this RV back, cancel the contract and give me a full refund for the amount of $37,646.00, PLUS the following:
$for the new batteries which didn't need to be installed,
$for the new door lock
$for the roof reseal I had been promised before I accepted the rig,
$for ONE roof vent I had been promised would be replaced before I accepted the rig
$for the detection devices I purchased and will leave in the rig,
$to cover the storage fees I had to pay for the RV during the month of January
$for storage fees, January to February
$required lock for storage unit
$for storage fees, March to March
$for UHaul Econoline Van to move my possessions to storage January
$for gas for UHaul Econoline Van January
$for transportation costs to and from your shop for this RV and one other vehicle, Jan, Feb and March
$for emergency park fees in Bakersfield, CA - March
$for emergency park fees in Santa Nella, CA - March
$Interest paid, December USAA
$Interest paid, January USAA
$Interest paid, February USAA
$Interest paid, March USAA
$Interest paid, April USAA (I can/will provide receipts for the interest upon request)
TOTAL:
$
Original Purchase Amount (includes refundable DMV registration):
$37,
TOTAL REQUESTED: $40,
As a show of good faith, I am giving you the courtesy of responding to this letter within seven (7) calendar days from now, which is Thursday, April I would appreciate all correspondence in writing, to this email address
Sincerely,
***Sincerely,*** ***
The initial testing of equipment in the motorhome showed everything working as it should In regards to items like the smoke detector and carbon monoxide detector they were working when tested even though expired The Platinum warranty will cover a lot of items but not all and we had no
trouble communicating with the warranty company and it does take a little time for the paperwork to get into the system of the company We were willing to pay for the first potential warranty claim for the door lock as it should have been working There was nothing mentioned to us about needing to repair or replace any safety equipment such as the smoke and carbon monoxide during the time the unit was here We had been willing to help with what repairs are needed but have not had the opportunity as the coach is not in our area We were willing to send a tech to try to help diagnose/fix the electrical problems while the motorhome is located in southern California but were not give that opportunity We were more than willing to look at the motorhome if given a chance but the only option that was give to us was a full refund and we have not accused the customer of trying to scam us in anyway
I would like to say again that after the said issues we did not get an opportunity to repair/fix/look at the issues. We offered to have someone come out and inspect the unit and fix it if need be but that was not accepted by the customer. The customer at one point claimed she was in communication with a repair facility and we asked the name and to be in contact with them but we were never given that companies info. We attempted to reach out to this repair company but the customer would not give us the phone number or even the company name. We had given the option to bring it to us and if that could not be done or the customer did not want us to work on it then we would have another facility look at it. No check will be mailed.
Complaint: [redacted]I am rejecting this response because:
Santa Rosa RV has not actually attempted to resolve this issue and has not addressed many of the concerns in my complaint. The staff was well aware that I have been living in the RV due to the loss of my home in the valley fire and could not take it to a mechanic without finding another place to stay. They had 2 months to fix the problem, rendering me homeless during that time, but could not find an issue and sent me home with an inoperable RV both times, assuring me that there was no problem when in fact, there was.
I have finally secured other temporary accommodations and the RV is in the shop in Ramona, CA as of yesterday, where it will stay until June 24th. The mechanics there will give me a detailed report and attempt to fix the main issue. This is yet another expense I will personally incur. Since the RV does not contain the important safety features I was assured it had, and is essentially useless to me as a recreational vehicle due to the lack of said features, I want there to be a record of the underhanded measures practiced by Santa Rosa RV. I was told to lie to both my insurance and my bank in order to buy the RV in the first place, was not consulted about changes to the linoleum during a repair and felt not only pressured, but chastised and insulted, on more than one occasion while dealing with them. This is in addition to the various other complaints I have listed in previous emails and correspondence with Santa Rosa RV.
In the meantime, I am requesting Santa Rosa RV give me a refund for all items listed, including the smoke detectors, door locks, unnecessary repairs, park fees etc. that I incurred, with the exception of the RV itself, which I agree to table until the time I receive my local mechanic's analysis and bill. Here are the expenses I incurred as a direct result of the inability to make claims on my warranty, and the misinformation and poor management I was subjected to by Santa Rosa RV:
$341.36 for the new batteries which didn't need to be installed,
$133.42 for the new door lock
$47.95 for the roof reseal I had been promised before I accepted the rig,
$58.09 for ONE roof vent I had been promised would be replaced before I accepted the rig
$60.47 for the detection devices I purchased and will leave in the rig,
$600.00 to cover the storage fees I had to pay for the RV during the month of January
$89.00 for storage fees, January 13 to February 29
$10.00 required lock for storage unit
$80.00 for storage fees, March 1 to March 31
$37.72 for UHaul Econoline Van to move my possessions to storage January 18
$20.00 for gas for UHaul Econoline Van January 18
$200.00 for transportation costs to and from your shop from Middletown, CA for this RV and one other vehicle, Jan, Feb and March
$37.00 for emergency park fees in Bakersfield, CA - 24 March
$28.80 for emergency park fees in Santa Nella, CA - 23 March
TOTAL: $1743.81
I have already provided all receipts, however I can and will do so again if necessary.
It has been over six months since I first complained to this company and I reached out to the Revdex.com to provide mediation in this case because, as you can see from their responses, it appears Santa Rosa RV is not otherwise willing to work with me in resolving this issue. I turned down their offer to have one of their mechanics look at the RV for a third time for a very good reason, which I explained in detail to the manager on the phone. I told them I was willing to negotiate and preferred mediation over litigation. Other than these Revdex.com complaints, I have not received any other correspondence from them. I am still waiting for the mechanic reports and the mold testing paperwork. I did not sign anything stating that everything was working in the RV when I picked it up - instead, I received a work order stating that all the necessary repairs would be done before I picked it up.
I will provide an address for mailing the check upon acceptance of my terms and have sent a copy of this complaint to my lawyer. This is a genuine effort to work with Santa Rosa RV, and I expect a profession response listing exactly what they are willing to do for me and what they are willing to refund or compensate me for based on the list I have provided above. I am willing to negotiate terms and expect them to do the same before this devolves into litigation
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: this is the same response that was given last time. At this point, I have wasted seven months trying to negotiate with this company. Since it does not seem that they are willing to work with me in any way, can I now consider this Revdex.com matter closed so that I may contact my lawyer and proceed with an official complaint? I appreciate the time invested by the Revdex.com on this. Please let me know if this matter is considered closed so I can proceed. Sincerely,[redacted]
Since the first time in we have been willing to try to repair the motorhome and fix the issues the customer has In any of these emails or message the customer *** *** has not accepted that from us We have offered to have some come to her to look at the motorhome but we were not given that chance The option of consignment was never brought up by customer as the only option she was accepting was a full refund We do not want to sell bad products We do believe it is fixable and we do not deal in units that are lemons The customer went through the motorhome and signed off that everything was working the day of pick up I again would like to say we were willing to help and try to fix the problem but every time that we mentioned having a mechanic come to the motorhome or getting it fixed the only response was I want my money back I stated in the last email we have had no problems communicating with the extended warranty company We were willing to have someone look at the motorhome and fix as needed If we determined the problems would keep it in the shop for sometime we would look into temp housing options but we can't just assume the problems without seeing them So again we have not been given the opportunity to try to fix the motorhome on this occasion
Complaint: ***I am rejecting this response because:
In an attempt to avoid litigation, I spent several hours making a video of the problems with the RV, and sent a very detailed email to the company, which I am attaching belowI told them I was interested in MEDITATION at that timeThey had days to get back to me, and I asked for any response to be in writingThey called me on the 8th day and told me they could not help me and that there would be no further correspondence in writing, phone calls onlyI then placed this Revdex.com complaint in a FURTHER attempt to avoid litigationThere has been a serious breach of trust, and I believe I have been the victim of fraudUnless I have satisfaction, my family and I, *** *** *** *** ***, are taking Santa Rosa RV to court
Let's talk about something they mentioned in their response: the smoke detectorI was promised that the "smoke detection system" was a system hardwired into the RV and that everything would be working properly when I picked it upImagine my surprise when I found 1) it is not a system, just devices on the ceiling, 2) one unit expired by SIX YEARS (CO unit) with no battery in it and 3) the other unit with the wires cut (smoke detector) and a battery that just fell outThese units are non functional and were not testedIf they were tested, then Santa Rosa RV has some very interesting ideas about what "functional" is The fire extinguisher does not have the testing nozzle on it, so it is impossible to test itI have video documentation of this, and still have the original units in my possessionThis, to me, indicates a breach of trustSo, when they say they sealed the roof but didn't show me, and then told me I needed to have it done again and then charged me for it, or they damaged my floor and then blamed me for it (and then charged the repairs to my warranty, which I was told by *** *** were NOT covered), I am inclined to believe that there is something deeper going on
I believe I cover the various issues quite well in the following email, and in the attached videoI have been very professional in my correspondence with them and expected a professional reply
I have asked for documentation concerning the alleged repairs and testing they did on my RV and have not received a single thing except for their “promise” they checked itI do not believe themThey lied to me about lemon laws, and are not willing to negotiate in any way
My question is: if this RV is not a lemon, why are you not willing to take it back? Why have you not offered to fix it and sell it in consignment?
I have had problems with it since day one and Santa Rosa RV has not been willing to take any responsibility in the matter
Sincerely,
*** ***
SANTA ROSA RV SALES
*** *** *** ***
SANTA ROSA, CA USA
APRIL 7,
ATTENTION: *** *** (SALES), *** *** (OWNER)
Dear ***,
The link to the video below is not publicOnly people with a direct link can watch itI understand that releasing this video on social media, where I have many followers, would directly impact your business and that is not my intent
Video here (length minutes): ***
Although I have done my best to diagnose the problem with the batteries, I am not a mechanic and I should not be expected to diagnose or fix this issue myself, as it is covered by my warranty, which I purchased on October 2015, but have been unable to use as of yetI have asked for the battery system to be explained to me twice, and have received conflicting reports each timeI have been told that this rig has features it actually does not, and was charged for equipment for said non-existent featuresI have been told that there were certain safety features in place, which were either non-existent or non-functioningI was promised that everything would be in working condition upon pick up, including the smoke detection system, roof seals and vents--work that was not performed and I was later charged for (see receipts)I have not received any type of paperwork regarding the diagnostics or repairs that took place on the volt battery system, with the exception of a bill for new batteries for $341.36. According to the Auto Body Repair Consumer Bill of Rights, I am entitled to an itemized written estimate, and upon completion of repairs, a detailed invoiceI received neither, except for an email stating "Everything is OK" and then a note that the issue may indeed be my fault because I was told to do something that wasn't relevant on a part that didn't existThis issue caused the rig to be inoperable and in your shop during the months of January, February AND MarchIf the diagnostics and repairs were properly carried out, there must be some sort of documentation to the fact
I was told that extensive mold testing was performed and that "none was found," even though there is still visible mold inside the cabSince I am extremely allergic to mold and have an autoimmune condition (Hidradenitis suppurative) that flares up and causes me great pain when I am exposed to mold, I asked for these reportsI have yet to receive them, or any official notification that they were performed in the first place
This, along with the other issues (the smoke detection system, roof resealing, floor damage, improper seal repair job, the drawer, etc.) lead me to believe that I have been a victim of fraudI was accused on more than one occasion of trying to scam the company and told that the issues that were arising were my faultI have repeatedly experienced problems with the volt battery system, have repeatedly reported and explained it to your mechanics, and have incurred costs directly related to the inoperability of said RV, its storage and the storage of my own personal items, and lodging during repairs(Please see receipts.) Because of the failure of the volt battery system and the inability to extend the slides between the dates of November to late January when it went into the shop, I was forced to pay for park fees for the months of December and January so that I could run a borrowed dehumidifier in order to prevent excess moldThe slides remained closed during this entire time to prevent further flooding; this, along with the visible mold, rendered the RV inhabitable during this time.
I feel that I have taken ownership of any issues I myself may have caused, including admitting to finding and apologizing for to jumping to conclusions about the missing dehumidifier, and have shown myself to be a customer of integrity and worthIt is not in my best interest to lie to you about where, when or how often an issue occurred and I do not appreciate the insinuation by your staff that I am making this up, or have caused it myself, in order to scam the companyBuying this RV has greatly impacted my life, in a very negative wayI have not been able to go back to work after the fire, as for the last months I've been expecting to move "any day now." The stress, inconvenience and expense was not acknowledged and after almost two months of "repairs," I was left, once again, with a malfunctioning RV, expenses and bills and the need to find last-minute, temporary lodgingThe fact that your employees damaged the floor of my RV during a repair and physically covered it up with a square of carpet and then BLAMED me for it was reprehensibleI was not given a walk through of the vehicle, nor was I shown the roof reseal
Although I fully explained the devastation in the area and why I was purchasing an RV from Santa Rosa RV during my first visit, I have enclosed Governor Brown's Executive Order on RVs and a detailed report about damage in the area in order to help the owner of Santa Rosa RV better understand my position
As for the warranty, here is the list of claims that I have tried to make.
Slide Seals and Water damage to interior (both covered items):
November 18, 2015: Door Lock (a covered item)Broken within one month of ownershipUnit was non-operational as the door would not fully close and/or lock until replacementSee screen shot receipt below.
When I tried calling ***, I found out that my contract hadn't been entered into the system yet, even though it had been purchased October 30th, I had taken ownership of the vehicle over two weeks prior and had informed my sales representative I would be leaving the country with the rig within the weekLocal mechanics quoted me over $300CDN for the repair, plus a wait time of 2-weeks for the part to arrive, during which time I would have had to find emergency lodging, extend travel documents and cancel other commitmentsInstead, I ordered the part on Amazon and my father installed it for free, with plans to claim the costs back when I returned to the USATOTAL: $
Water damage: (Original Damage Date: November due to faulty slide seals) I was told that Santa Rosa RV would not fix the water damage to the inside of the coach and was chastised for trying to "scam" the company, although the water damage is clearly visible, full of mold and easily fixedSince it was already in your shop, I could not take it to another shop for repairsI was not informed about the "inability" to fix this water damage until I picked the RV up in February
Smoke detector and carbon monoxide detectorNovember 25,
Total: $60.47CDN
The LAW Form No412T that I received from Santa Rosa RV upon purchase of the RV states that they would ensure everything was in working orderI was assured by the salesperson that they would do a thorough inspection and make sure every, single item in this RV was in excellent condition, including a roof reseal and new vents (the original vents had visible holes) and the most important thing to me: the fire, propane and carbon monoxide detection systemAlthough I was promised fully functioning devices that were "wired into a central system," I instead found expired (by six years!) detectors and extinguishers that were non-functioning and clearly had not been inspectedPlease see video for more information
I first got through to *** in early JanuaryI was warned by the rep that they were experiencing issues with their phones and I would most likely be disconnectedI was promptly disconnectedI tried calling back every day for two weeks and received the following message:
"DUE TO CIRCUMSTANCES BEYOND OUR CONTROL, WE ARE UNABLE TO ACCEPT CALLS AT THIS TIME."
I finally gave up and called *** *** in March, when the RV came back from the shop still brokenHe said that I must be calling the wrong number because their "phones are working fine." I told him I would try againI finally got through to someone, but was disconnected when I asked to be transferred to the claims departmentThis happened twice in the same dayI have not called back since
I have expressed my dissatisfaction with *** to you personally, in the pastI asked for a refund at the timeYou told me you would look into itI have not heard back anything on the matter.
It is my hope that we can work together on thisI am no longer able to find temporary accommodations while the RV is in the shopI am extremely upset that I was misled and that the repairs I had requested were not preformed properly during the two months given to do themI am absolutely livid that the one 5-amp fuse that had been installed with the batteries--the only way I was able to reset and use them--was removed and that I was actually told the mechanic didn't know what it was or why it was thereIt was an important part of the RV and is apparently very commonThis again delayed my move to San Diego and impacted the journey greatly (please see receipts for two emergency stops we had to make, due to the inoperability of the fridge and propane system)I have now had to pay over $in park fees for the month of April, in order to have access to electricity, since I lost the cheaper space I had booked in FebruaryI have to start my job and house hunting all over, since the appointments and interviews I had lined up for February and March needed to be cancelledI have had to cancel educational commitments for which I needed the ability to dry camp in the RV. I believe that I have been taken advantage of during a very vulnerable time in my life and feel that I am owed compensationMy contract states "you may only cancel this contract with the agreement of the seller, or for legal cause, such as fraud." Again, I am hoping that we can come to an agreement which is in everyone's best interest and that I am not forced to take legal action
I am requesting that Santa Rosa RV take this RV back, cancel the contract and give me a full refund for the amount of $37,646.00, PLUS the following:
$for the new batteries which didn't need to be installed,
$for the new door lock
$for the roof reseal I had been promised before I accepted the rig,
$for ONE roof vent I had been promised would be replaced before I accepted the rig
$for the detection devices I purchased and will leave in the rig,
$to cover the storage fees I had to pay for the RV during the month of January
$for storage fees, January to February
$required lock for storage unit
$for storage fees, March to March
$for UHaul Econoline Van to move my possessions to storage January
$for gas for UHaul Econoline Van January
$for transportation costs to and from your shop for this RV and one other vehicle, Jan, Feb and March
$for emergency park fees in Bakersfield, CA - March
$for emergency park fees in Santa Nella, CA - March
$Interest paid, December USAA
$Interest paid, January USAA
$Interest paid, February USAA
$Interest paid, March USAA
$Interest paid, April USAA (I can/will provide receipts for the interest upon request)
TOTAL:
$
Original Purchase Amount (includes refundable DMV registration):
$37,
TOTAL REQUESTED: $40,
As a show of good faith, I am giving you the courtesy of responding to this letter within seven (7) calendar days from now, which is Thursday, April I would appreciate all correspondence in writing, to this email address
Sincerely,
***Sincerely,*** ***
The initial testing of equipment in the motorhome showed everything working as it should In regards to items like the smoke detector and carbon monoxide detector they were working when tested even though expired The Platinum warranty will cover a lot of items but not all and we had no
trouble communicating with the warranty company and it does take a little time for the paperwork to get into the system of the company We were willing to pay for the first potential warranty claim for the door lock as it should have been working There was nothing mentioned to us about needing to repair or replace any safety equipment such as the smoke and carbon monoxide during the time the unit was here We had been willing to help with what repairs are needed but have not had the opportunity as the coach is not in our area We were willing to send a tech to try to help diagnose/fix the electrical problems while the motorhome is located in southern California but were not give that opportunity We were more than willing to look at the motorhome if given a chance but the only option that was give to us was a full refund and we have not accused the customer of trying to scam us in anyway
I would like to say again that after the said issues we did not get an opportunity to repair/fix/look at the issues. We offered to have someone come out and inspect the unit and fix it if need be but that was not accepted by the customer. The customer at one point claimed she was in communication with a repair facility and we asked the name and to be in contact with them but we were never given that companies info. We attempted to reach out to this repair company but the customer would not give us the phone number or even the company name. We had given the option to bring it to us and if that could not be done or the customer did not want us to work on it then we would have another facility look at it. No check will be mailed.
Complaint: [redacted]I am rejecting this response because:
Santa Rosa RV has not actually attempted to resolve this issue and has not addressed many of the concerns in my complaint. The staff was well aware that I have been living in the RV due to the loss of my home in the valley fire and could not take it to a mechanic without finding another place to stay. They had 2 months to fix the problem, rendering me homeless during that time, but could not find an issue and sent me home with an inoperable RV both times, assuring me that there was no problem when in fact, there was.
I have finally secured other temporary accommodations and the RV is in the shop in Ramona, CA as of yesterday, where it will stay until June 24th. The mechanics there will give me a detailed report and attempt to fix the main issue. This is yet another expense I will personally incur. Since the RV does not contain the important safety features I was assured it had, and is essentially useless to me as a recreational vehicle due to the lack of said features, I want there to be a record of the underhanded measures practiced by Santa Rosa RV. I was told to lie to both my insurance and my bank in order to buy the RV in the first place, was not consulted about changes to the linoleum during a repair and felt not only pressured, but chastised and insulted, on more than one occasion while dealing with them. This is in addition to the various other complaints I have listed in previous emails and correspondence with Santa Rosa RV.
In the meantime, I am requesting Santa Rosa RV give me a refund for all items listed, including the smoke detectors, door locks, unnecessary repairs, park fees etc. that I incurred, with the exception of the RV itself, which I agree to table until the time I receive my local mechanic's analysis and bill. Here are the expenses I incurred as a direct result of the inability to make claims on my warranty, and the misinformation and poor management I was subjected to by Santa Rosa RV:
$341.36 for the new batteries which didn't need to be installed,
$133.42 for the new door lock
$47.95 for the roof reseal I had been promised before I accepted the rig,
$58.09 for ONE roof vent I had been promised would be replaced before I accepted the rig
$60.47 for the detection devices I purchased and will leave in the rig,
$600.00 to cover the storage fees I had to pay for the RV during the month of January
$89.00 for storage fees, January 13 to February 29
$10.00 required lock for storage unit
$80.00 for storage fees, March 1 to March 31
$37.72 for UHaul Econoline Van to move my possessions to storage January 18
$20.00 for gas for UHaul Econoline Van January 18
$200.00 for transportation costs to and from your shop from Middletown, CA for this RV and one other vehicle, Jan, Feb and March
$37.00 for emergency park fees in Bakersfield, CA - 24 March
$28.80 for emergency park fees in Santa Nella, CA - 23 March
TOTAL: $1743.81
I have already provided all receipts, however I can and will do so again if necessary.
It has been over six months since I first complained to this company and I reached out to the Revdex.com to provide mediation in this case because, as you can see from their responses, it appears Santa Rosa RV is not otherwise willing to work with me in resolving this issue. I turned down their offer to have one of their mechanics look at the RV for a third time for a very good reason, which I explained in detail to the manager on the phone. I told them I was willing to negotiate and preferred mediation over litigation. Other than these Revdex.com complaints, I have not received any other correspondence from them. I am still waiting for the mechanic reports and the mold testing paperwork. I did not sign anything stating that everything was working in the RV when I picked it up - instead, I received a work order stating that all the necessary repairs would be done before I picked it up.
I will provide an address for mailing the check upon acceptance of my terms and have sent a copy of this complaint to my lawyer. This is a genuine effort to work with Santa Rosa RV, and I expect a profession response listing exactly what they are willing to do for me and what they are willing to refund or compensate me for based on the list I have provided above. I am willing to negotiate terms and expect them to do the same before this devolves into litigation
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: this is the same response that was given last time. At this point, I have wasted seven months trying to negotiate with this company. Since it does not seem that they are willing to work with me in any way, can I now consider this Revdex.com matter closed so that I may contact my lawyer and proceed with an official complaint? I appreciate the time invested by the Revdex.com on this. Please let me know if this matter is considered closed so I can proceed. Sincerely,[redacted]