Al Marusich Hardwood Floor Contractor

Dear Revdex.com,Upon the delivery of Mr [redacted] 's motorhome, we issued a "WE OWE" to cover the repairs of the ABS light and the windshield After he took possession of the motorhome the engine light came on Our management team has been in contact with him We reaffirmed our commitment of standing behind our We Owe document We also shared with him we would check the engine light to see what is wrong Once we determine the cause, we will repair the issue out of good will Also, the complaint was filed against our League City location Mr [redacted] purchased from our Katy location.Respectfully,Charlie ***, **Holiday World of Houston, LP

Dear Revdex.com,Roger [redacted] , our Katy Service Manager, did speak with Mr& Mrs [redacted] yesterday regarding their issues with their RV They are working with our League City location to resolve their warranty issues under their manufacturer's warranty They are happy with the service and attention they are receiving from our League City location It's easier for them to have service done there instead of at our Katy location where they purchased the RV We understand there will always be items to arise on new RVs We stand ready, willing and able to address their concerns We have skilled technicians can diagnose the problems and make timely repairs The only thing that would delay repairs are parts being shipped from Indiana where the manufacturer is located As for now, they say they are happy with our staff in League City I'm not sure why they filed a complaint against the location who is trying to help them resolve their concerns.Charlie ***, VPHoliday World of Houston, LP

Dear Revdex.com,We are in the process of addressing and repairing Mrand Mrs [redacted] 's issues under their manufacturer's warranty We are diligently working within what we are in control of and that is making repairs once we have all parts needed We often experience delays due to the manufacture being in Indiana We cannot go locally and obtain items to make repairs If that was the case, we would have been able to address the repairs by now We also have to show respect for other customers who have requested Priority service All we ask is for the [redacted] 's to give us the allotted time to address their concerns We also ask they drop the complaint against League City location In Mrs [redacted] words, she is happy with the attention she's been given to address the repairs What have we done wrong to receive bad marks against us? I would understand if we grossly messed up the repairs but we haven't even had the chance to and we get a Revdex.com complaint We do not agree with their approach It's not going to speed up the factory sending parts or the repairs.Charlie ***, VPHoliday World of Houston, LP

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I admit I am pleased, at present, with the approach of the League City Service DeptThey are working on my vehicleHowever, Mr***s comment that others may need their vehicles as well hit a nerve I didn't buy a pre-owned vehicle which you might expect to have issues, nor is it a vehicle that I have had for years I bought a brand NEW vehicle, I bought NEW so that I didn't have major problems and it wouldn't spent days, weeks or months in the shop I have now made payments on a vehicle and only had use of a partially functioning vehicle on our maiden journey I did tell them that we have plans for it's use on the 26th of Sept and they agreed to have it "functional" but not fully repaired so I could pick it up that day then bring it back on that Monday If I buy a NEW car, I don't expect to have MAJOR issues that take extensive time to repair and I understand the shipping issue, but I also understand that this is a NEW vehicle Fleetwood and Holiday World should do whatever it takes to make it right in a timely manner I bought NEW so that I could feel secure in taking my husband on many trips to enjoy what life we have together (he has incurable cancer) Now I am having to try to plan our time and trips based on when I can get our vehicle back and how much longer it will be in the shop, not on having a whim to go out for the weekend, because my husband is feeling good and it's a good time to go, which was our plan I am appalled by Mr ***s approach that I just need to be understanding and, more or less, wait my turn I get that the wallpaper issue might require a return as that might be difficult to obtain, but the majority of the issues are related to faulty wiring, electrical issues and poor workmanship, none of which I blame Holiday World for, but they are the representative and they are the appropriate warrantee dealer Because of the issues and the magnitude of the issues, I will not close this claim Upon completion of all the work and having a fully functional unit which I can use at my discretion, I will be happy to write a rave review of what great work they did to meet my needs and close the claim, but not a minute before Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint will be glad to recieve refunds of $concerned that this seems to be a standard problem at this placefound aprox 20-other folks that had or are still having the same problem n many of them have voiced their concerns at this business [redacted] page where I found them n where they can be easily seenIf really concerned with whats right whys are so many unresolved problems with customers on their page??? Goes to an on going problem n business practice of maybe holding funds till able to make interest on them before returning??? Im done know getting my $ back but sure many folks need to be aware of this n have posted access to their page on my [redacted] as warning so others can see the many complaints that are simular to mine *** [redacted] Regards,

The original loan was not approved only because the customer advised the lender that the customer intended to live in the RV on a full-time basis which the lender confirmed to Holiday World The salesperson disagrees with the customer’s statementBut even for the sake of argument if you assume the statement is true (it is denied) the customer advised Holiday World by email that the customer would correct his driver’s license and then retrieve the RV from storageThis drivers license issue was never a substantial issue.The lender never requested documents supporting a loanThe lender declined to make the loan because the customer advised the lender he intended to live in the RV on a full-time basisThe finance manager did try to work with the lender over the lender’s refusal but all of this occurred after the lender declined to make the loanThe MSO is a document that is required in Texas to issue titles to RVsIt was explained that giving the customer the MSO was like giving him a lien free titleThe MSO is never given to a customer by any vehicle dealership in the state of TexasThis customer was advised that he could not have the MSO.The customer refers to a possible source of financing at nearly double the rate he thought he was approved onPlease remember that the original loan was never approved by the original lender because of the customer’s occupancy Holiday World did find a lender that agreed to loan at a higher rateIt was suggested to the customer that he finance the RV and immediately refinance where ever he could find someone who would make him a loan at an acceptable rateHoliday World chose not to deal with the lender the customer proposed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.The action they proposed of meeting to resolve the claim COULD be a solution however I am not willing to close the case until a final solution has been agreed upon Totally agree Had Holiday World been willing to provide good customer service and seek a reasonable solution to start with, the complaint with the Revdex.com and the other agencies would have never been filed I am listing my rebuttal to these comments in reverse order because I completely agree that point is really the only solution We must get the attorneys together to get this matter sorted so that both of us can put this behind us It was never my intent to cause extra work and hardship for anyone but when a large dealership takes tens of thousands of dollars of my money and will not give it back when they are the ones who were deceitful to begin with, I really had no choice but to use all of the legal tools possible to get my money backI will contact my attorney within hours and someone will reach out to Holiday WorldI am providing additional comments to each bullet point simply for the record I realize we are at an impasse because the Holiday World attorney who is responding is getting the facts of this case from people who were deceitful to begin with Those parties will continue to lie about many of the salient facts and I will continue to refute them so the only solution is for the attorneys to meet and hopefully resolve the case No comment Holiday World knows that [redacted] will not send funds until a COPY of the MSO has been provided so this is not a solution I would agree that titling is held up due to lienholder selection, however I had selected a lienholder and Holiday World has chosen not to provide one, simple document that is customary to provide A document which they provided to a previous customer just days before I requested mine TO THE SAME LIENHOLDER The fact that Holiday World does not want to “do business” with [redacted] is what created most of this mess to begin with I am not asking Holiday World to do business with *** I am doing business with them and just needed one simple document to get it done The alternative financing was never approved or requested by me The terms were ridiculous and scandalous This is a complete lie and Holiday World has no proof that I spent any time in this unit other than in the driver’s seat No one slept in or used anything in the coach ever Parking it in their “campground” does not constitute sleeping in it “Delivered” would constitute transfer of ownership, which was never completed due to the misleading of the Holiday World Finance Manager According to the Texas Transportation Code, Sec PERSONS In this subtitle: (2) "Owner" means, as used in reference to a vehicle, a person who has a property interest in or title to a vehicle Holiday World is the only entity who has property interest or title to this vehicle Again, this is either a lie now or was a lie when the Finance Manager told us on March that the loan with [redacted] was fully approved and handed us the keys Why would a dealership hand the keys over to a vehicle if the loan was not approved? I agree, partial payment was made which is why we have a problem An agreement was made which included the fact that a loan from [redacted] was fully approved Once we discovered this to be a lie the agreement was null and void Regards, Bryan Bandeko

Holiday World has spoken to Mrs*** on April 23th to explain the situation on the plates We did apologize for not returning her calls and given them the proper answers she was searching for Her license plates where available on March 18th and we failed to communication or reach
the ***s to advise them plates where ready or at least we have no records of those communications We like to reach our to customers to see if they want us to send the plates or if they are stopping by to pick them up We sent them out on April 16th which was a Saturday according to the records I explained to her that the mail probably did not pick them up on Saturday but Monday and with the floods on Monday and Tuesday the plates might have been picked up by the mail on Wednesday She understood and we will be in communication early next week to make sure the ***s received there plates The second set of keys will be sending out blanks to them and offered to pay for the expense of getting them cut to duplicates We do apologize to the ***s and will work hard to get the issues resolved.Kevin ***VP of Sales

We have taken care of the ***'s and have satisfied the key issue and the license plate issue We still want to apologize for recognizing our lack of urgency to take care of them We do appreciate there business. Kevin ***VP of Sales

I apologize for not refunding the money to the customer on a timely fashion No excuses but Thank you refund transaction happened on April 25th which I can provide the refund slip if necessary Please understand that it might take to days for the refund to show back up in the customers account It is a processing issue but our transactions are all completed every night and it takes the credit card company a few days to process it on there side It is refunded and we appreciate the opportunity to obtain finance for you. Kevin H***VP of Sales

[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 would be satisfactory to me

Again we apologize for the delay We have no intentions if a lender is not able to secure your loan to keep your money We try very hard taking care of all of our customer when he comes to getting them a loan but sometimes our lenders will not buy the loan for there own reasons We just facilate the loan for customers I have talked with my managers so this situation does not happen again and never have any intentions of keeping your money if you can not get approved for a loan

I apologize for not refunding the money to the customer on a timely fashion No excuses but Thank you refund transaction happened on April 25th which I can provide the refund slip if necessary Please understand that it might take to days for the refund to show back up in the
customers account It is a processing issue but our transactions are all completed every night and it takes the credit card company a few days to process it on there side It is refunded and we appreciate the opportunity to obtain finance for you. Kevin H***VP of Sales

Dear Revdex.com,After interviewing our staff and reviewing our records we found Mr [redacted] request to be unfounded.  He purchased a new 2016 [redacted].  We prepped it and performed a tech walk with the customer showing them how the systems work.  When he called our staff and told us about...

the warranty issues he is having on his new [redacted] he demanded we come to his phyiscal address and address his concerns.  We shared with him that we do not have a mobile tech service and that we would immediately get his unit in the shop if he brought it to us, but he got upset and hung up on our staff.  Our role is to facilitate his manufacturer's warranty on his new [redacted] and we are more than willing to provide Mr. [redacted] the services he needs as long as it is within the manufacturer's guidelines.Charlie [redacted], VPHoliday World of Houston

Dear Revdex.com,Upon the delivery of Mr. [redacted]'s motorhome, we issued a "WE OWE" to cover the repairs of the ABS light and the windshield.  After he took possession of the motorhome the engine light came on.  Our management team has been in contact with him.  We reaffirmed our commitment of...

standing behind our We Owe document.  We also shared with him we would check the engine light to see what is wrong.  Once we determine the cause, we will repair the issue out of good will.  Also, the complaint was filed against our League City location.  Mr. [redacted] purchased from our Katy location.Respectfully,Charlie [redacted], **Holiday World of Houston, LP

The original loan was not approved only because the customer advised the lender that the customer intended to live in the RV on a full-time basis which the lender confirmed to Holiday World.   The salesperson disagrees with the customer’s statement. But even for the sake of argument if you...

assume the statement is true (it is denied) the customer advised Holiday World by email that the customer would correct his driver’s license and then retrieve the RV from storage. This drivers license issue was never a substantial issue.The lender never requested documents supporting a loan. The lender declined to make the loan because the customer advised the lender he intended to live in the RV on a full-time basis. The finance manager did try to work with the lender over the lender’s refusal but all of this occurred after the lender declined to make the loan. The MSO is a document that is required in Texas to  issue titles to RVs. It was explained that giving the customer the MSO was like giving him a lien free title. The MSO is never given to a customer by any vehicle dealership in the state of Texas. This customer was advised that he could not have the MSO.The customer refers to a possible source of financing at nearly double the rate he thought he was approved on. Please remember that the original loan was never approved by the original lender because of the customer’s occupancy.  Holiday World did find a lender that agreed to loan at a higher rate. It was suggested to the customer that he finance the RV and immediately refinance where ever he could find someone who would make him a loan at an acceptable rate. Holiday World chose not to deal with the lender the customer proposed.

Dear Revdex.com,We are in the process of addressing and repairing Mr. and Mrs. [redacted]'s issues under their manufacturer's warranty.  We are diligently working within what we are in control of and that is making repairs once we have all parts needed.  We often experience delays due to the manufacture being in Indiana.  We cannot go locally and obtain items to make repairs.  If that was the case, we would have been able to address the repairs by now.  We also have to show respect for other customers who have requested Priority service.  All we ask is for the [redacted]'s to give us the allotted time to address their concerns.  We also ask they drop the complaint against League City location.  In Mrs. [redacted] words, she is happy with the attention she's been given to address the repairs.  What have we done wrong to receive bad marks against us?  I would understand if we grossly messed up the repairs but we haven't even had the chance to and we get a Revdex.com complaint.  We do not agree with their approach.  It's not going to speed up the factory sending parts or the repairs.Charlie [redacted], VPHoliday World of Houston, LP

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.The action they proposed of meeting to resolve the claim COULD be a solution however I am not willing to close the case until a final solution has been agreed upon.11.  Totally agree.  Had Holiday World been willing to provide good customer service and seek a reasonable solution to start with, the complaint with the Revdex.com and the other agencies would have never been filed.  I am listing my rebuttal to these comments in reverse order because I completely agree that point 11 is really the only solution.  We must get the attorneys together to get this matter sorted so that both of us can put this behind us.  It was never my intent to cause extra work and hardship for anyone but when a large dealership takes tens of thousands of dollars of my money and will not give it back when they are the ones who were deceitful to begin with, I really had no choice but to use all of the legal tools possible to get my money back. I will contact my attorney within 48 hours and someone will reach out to Holiday World. I am providing additional comments to each bullet point simply for the record.  I realize we are at an impasse because the Holiday World attorney who is responding is getting the facts of this case from people who were deceitful to begin with.  Those parties will continue to lie about many of the salient facts and I will continue to refute them so the only solution is for the attorneys to meet and hopefully resolve the case. 10.  No comment. 9.  Holiday World knows that [redacted] will not send funds until a COPY of the MSO has been provided so this is not a solution. 8.  I would agree that titling is held up due to lienholder selection, however I had selected a lienholder and Holiday World has chosen not to provide one, simple document that is customary to provide.  A document which they provided to a previous customer just days before I requested mine TO THE SAME LIENHOLDER. 7.  The fact that Holiday World does not want to “do business” with [redacted] is what created most of this mess to begin with.  I am not asking Holiday World to do business with [redacted].  I am doing business with them and just needed one simple document to get it done. 6.  The alternative financing was never approved or requested by me.  The terms were ridiculous and scandalous. 5.  This is a complete lie and Holiday World has no proof that I spent any time in this unit other than in the driver’s seat.  No one slept in or used anything in the coach…ever.  Parking it in their “campground” does not constitute sleeping in it. 4.  “Delivered” would constitute transfer of ownership, which was never completed due to the misleading of the Holiday World Finance Manager.  According to the Texas Transportation Code, Sec. 541.001.  PERSONS.  In this subtitle:  (2)  "Owner" means, as used in reference to a vehicle, a person who has a property interest in or title to a vehicle.  Holiday World is the only entity who has property interest or title to this vehicle. 3.  Again, this is either a lie now or was a lie when the Finance Manager told us on 30 March that the loan with [redacted] was fully approved and handed us the keys.  Why would a dealership hand the keys over to a vehicle if the loan was not approved? 2.  I agree, partial payment was made which is why we have a problem. 1.  An agreement was made which included the fact that a loan from [redacted] was fully approved.  Once we discovered this to be a lie the agreement was null and void.    
Regards,
Bryan Bandeko

Holiday World apologized to the customer already on the appearance of the unit with the customer.  It sounds like we took multiple pictures as requested for the customer and took initial earnest money to hold the unit until the customer was able to make the trip to Houston for...

further opportunities to review the unit before purchase.  This is normal business practices and we have some customers that go through with the transaction and some that do not.  We hold the unit off the market until they can arrange their schedule to make it to our facilities.  We apologize if the pictures where not as visual pleasing as it was in person.  It is hard to get every defect on a Used Unit.  That is why we want them to inspect the unit before they purchase.  I do not see where we did anything wrong in this situation to get a Revdex.com complaint because I can not fix anything on this situation that they did not like the unit.  We offered to sell it to them at a lower price then what we originally negotiated because of the lack of detail in the pictures.   They refused.  We refunded there money and made an honest mistake on charging there credit card instead of refunding but have already taken care of the charge.  It does take the credit card companies two or three days for the refund unfortunately.  We do apologize for making that mistake but took care of it.  I'm not sure what else we can do to resolve the complaint.  Please advise me on what else we can do. Kevin [redacted]VP of Sales

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  The company did not send any further pictures of the exterior of the unit as stated. They clearly stated in the email that the exterior was in excellent condition. Also, please note that the price that the issue is not always purely cosmetic and the price reduction offer was limited in comparison to bringing the unit to "excellent condition" by fixing the issues.Also, I would have expected a company who put me in this position to do a better job attempting to find another unit. They have stores across the state and did very little to outline further options.  Regards,[redacted]
Regards,