Albany RV

Mr. [redacted] has a service appointment with Albany RV scheduled for August 23rd at 10:00AM to address his service needs. Thank you

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me once the check is received. Thank you. 
Regards,
[redacted]

Albany RV is not reimbursing the customer for the cost of their extended warranty.  Also the customers...

extended warranty does not cover Albany RV to transport their RV for service repairs.  The customer should refer to their extended warranty where it explains what is covered under the warranty.  Any transportation of a customers RV is/was being done by Albany RV out of courtesy for the customer.  Any rv service that is requested for Albany RV by any customer to go on-site to the customers RV has an onsite service charge, or if using an extended warranty the customer would have to pay the extended warranty deductible.

Albany RV processing this customers refund request currently.  Albany RV does reserve the right to take up to 30 days to refund a customers deposit & Albany RV has a customer read & initial this in part of their purchase paperwork.  The customer left the deposit on 11/21/17. ...

The customer will see their refund back on their credit card shortly.

Albany RV has been in contact with this customer. The service manager has been helping this customer.  The issue they are having is a cosmetic issue with the trailer that is an easy fix and fully covered under the manufacturer warranties.  Albany RV is sorry the customer is upset but their...

service issue doesn't constitute a replacement RV. That is the opinion of the manufacturer.  Albany RV is willing to fix the RV right away or offered to the customer to have it fixed in the fall so they do not miss any of the camping season. Thank you

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.
To set the record Information correct...We are a customer from Albany RV as we purchased our first RV from Albany RV in Feb 2015.  Additionally, we have purchased a large amount of accessories from the Albany RV store.  We NEVER treated any folks with ANY KIND OF ANGER BECAUSE OF BEING A LADY AND A GENTLEMEN...Never.  Their accusation is totally wrong...totally.  We actually got along very well with a good number of their staff.  Their response is a way to cover up of their problems and they are responding to their own issues. and The worse that my lady friend did was to advise a couple at the front desk of the store not to purchase from them because they did not cover you once the purchase was complete.  This remark was made only after we personally went up their to resolve this matter and were once again turned away. The trailer I purchased in [redacted] is a [redacted], which Albany RV sells. They are obligated ( we are told )to repair as they are a [redacted] dealer.  This is absolutely no different than buying a [redacted] from out west and living in the east. We are in contact with [redacted] in [redacted], where this trailer was actually made, AND they have received several complaints against Albany RV for issues from other folks.  We spoke with [redacted], Retail Advisor: ###-###-####.  She is very aware of our issue and hopes to resolve this issue.  In the meantime, I am trying to find the entrance of rain into our trailer roof.  Ask [redacted] how we treated her.  Again, we never treated anyone in Albany RV badly.  We take offence to this insinuation.  We are respectable people.  I believe my complaint with Keystone is  # [redacted].  I hope to hear from you regarding this matter as this is NOT over with Albany RV.Thank you [redacted]

Albany RV is sorry that this customer is having service issues.  The customer is correct, that outside service vendor they mention is not covered under the customers extended warranty.  The extended warranty company only approves qualified RV repair facilities & the one mentioned does...

not meet their qualifications.  Albany RV offered to have the customer bring the unit in so that we could look at & the customer chose not to.  Currently Albany RV is calling the customer & would like to go onsite to service this customer on Monday, 7/31/17.  Albany RV is waiting to confirm that appointment with the customer currently.  Additionally the customer should read his extended warranty as it does not provide for on-site service anywhere in the USA, their are some stipulations.  Albany RV doesn't want the customer to be mislead.  Onsite service coverage is clearly covered in the extended warranty paperwork.  Also, if the customer would like to cancel the warranty, the warranty is refundable on a prorated basis & Albany RV can assist with this. Thank you

Albany RV's response to this customer is still the same.  Albany RV understands the customer doesn't like this answer but if the customer is using their RV currently in Florida, then Albany RV cannot offer any service.  Albany RV has spoken to this customer.  Currently the customer is using their RV in Florida, so Albany RV cannot service it.  The customer has been in contact with [redacted] RV in regards to having them provide service.  The customers RV is under manufacturers warranty, Albany RV is not refunding the customer or replacing the RV.  If the customer would like  Albany RV to service their RV, Albany RV can provide that service once the RV is back in NY, after the customers are no longer using it.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Albany RV is currently working with the manufacturer [redacted] RV, to get this customer the correct couch.  This was a mistake from [redacted] RV & the correct couch will be re-ordered & shipped ASAP. Thank you

Albany RV is mailing the customer a $100 check for their refer-a-friend.  The customer will receive the check by 8/4/17. Thank you

Albany RV is sorry for this customers issues.  The faulty valve is a manufacturers issue & the replacement of the part is covered under the manufacturers warranty.  Albany RV did waive the mandatory onsite service for this customer out of good will this time.  There is an onsite...

fee for all service work done by Albany RV if a customer chooses not to bring their unit to the dealership for service & would rather have Albany RV drive to the customer location.   Albany RV has been onsite & the issue is fixed so the customer can use their RV until the manufacturers replacement parts arrive.  Once the manufacturers replacement parts arrive from the manufacturer, Albany RV will be in contact with the customer to install them.  Albany RV will also send the customer a check for the $50.00 for their out of pocket expense. Thank you

Albany RV will reach out directly to this customer.

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.
The system Albany RV installed may have been sufficient for lighter trailers and other tow vehicles but not sufficient for our trailer and tow vehicle.  The excessive amount of sway we experienced made travel dangerous as it was impossible to keep the trailer in our lane at 55 MPH.  It not only scared all occupants of the truck but scared my 9 year old granddaughter to tears.  We took a trip which should have taken 4 hours and it took 7 hours as we had to get off the interstate to travel at a much slower speed and still experienced swaying.  If we did not upgrade the weight distribution system, we would not be able to use and enjoy the trailer as planned.  We contacted Albany RV numerous times in an attempt to resolve this issue.  TJ H., manager, neglected to get back to us in a reasonable amount of time & when another person finally called they advised that they would not absorb any cost to correct the problem.  If they think the system they installed is sufficient, I would suggest that they put it back on our vehicle and take the trailer on the thruway at 65 MPH.  Also, Albany RV advised that if they corrected the problem and upgraded the weight distribution system,  it would cost $1100.  We had an upgraded system installed at [redacted] in [redacted] which solved our problem for $786.00.  Albany RV should take responsibility for their error.
Regards,
[redacted]

Albany RV was in contact with the customer on 6/23/16 to inform them that their water manifold system is being shipped to their house.  As of now there are no outstanding repairs for this customers RV.  In regards to the the $50.00 reimbursement, Albany RV is issuing & mailing this check on Friday, 6/24/16. Thank you

Albany RV has been in contact with the customer.  A new roof for the popup was ordered from the manufacturer of the popup. the new roof is being installed today, 1/12/18.  The repair should be complete by end of day.  As soon as the repair is complete Albany RV will contact the...

customer.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However this is all new to us, we were told at the scheduled appointment the tarp will be repaired and not replaced. If it is not replaced with a new one can we follow up with this complaint? Thank you so much for your time and help. 
Regards, 
[redacted]

Albany RV is calling this customer today to inform them of the status of their claim.  The customers claim was submitted to the manufacturer was approval on 9/14.  The claim is approved and the customers new pump has been ordered. Thank you

Albany RV Spoke with the customer on Saturday, 7/29/17.  Albany RV had the customer bring down their RV that day so that service can start right away.  Albany RV meet with the customer & discussed all of the service issues & is currently working on the RV. Thank you

Albany RV released the refund for this customers extended warranty on 8/28/15.  As for discrepancies with this customers bank contracts, Albany RV is willing to clearly explain the contracts in detail, or answer any questions the customer has in regards to their bank contracts.  If the...

customer would like answers or a clear explanation, please contact the Albany RV Finance Dept. Thank you