American Dream Vacations

[redacted] returned this Travel Trailer on 07/22/Vehicle Signed by [redacted] Section A "Refunds will be made within business days from the date of Cheprovided there is not damage to vehicle." Refund was processed on 08/05/2015, which is business days after return date Attached are documents 1) Vehicle Out and 2) Refund Receipt No further credit is due

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [On 9/ [redacted] I was verbally advised by Burke's Sales rep that I can go into contract with Burke Heat for one year but I was not able to confirm when I would receive my last delivery by as I very clearly stated I was on an auto delivery and had an additional gallons but it was at Slomins discretion when they would make the deliveryThis point was made very clear to your sales rep which is why I feel I was lied to as the contract I was emailed clearly stated that once I signed I could no longer accept a any oil delivery from another supplierBurke's contract makes no exceptions to this issue and stated that in the event I took another delivery from another supplier I would be in breach and could be assessed a $terminationDue to the fact that this was not what was verbally agreed to, I refused to provide my electronic signature to the contract and advised the sales rep the next time we spoke that I simply need an email or something in writing stating I can get one more delivery without being assessed the $termination creditI never received any notice by mail or email and as such I never signed any type of contract with BurkeThey are attempting to enforce provisions of their written contract which was never agreed to in writing and never even discussed verballyI would also like to point out that per N.YUCCLAW § 2--: NY Code - Section 2--201: "a contract for the sale of goods for the price of $or more is not enforceable by way of action or defense unless there is some writing sufficient to indicate that a contract for sale has been made between the parties and signed by the party against whom enforcement is sought or by his authorized agent or broker." Lastly, I want to point out that it is egregious that even had Burke Heat felt that I was under contract, they made no attempt to deliver oil or provide any type of email or written notice that they were attempting to make a deliveryThe have never received any emails or letters regarding my account or status until 2/when I received an invoice for $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is settled as I have paid in full based on my signed legal contractIt is up to the business owner to uphold legalities of contracts and to rewrite the contract for future clients if they decide to impose additional feesI will not personally use their services again and will ensure my friends and family are aware of their poor business practicesThis record with the Revdex.com also reflects as such Regards, [redacted] ***

After reviewing the account history and speaking with the installation [redacted] , the installation did begin on September **, We then returned on September **, and were not granted access to the job site as we were minutes late Since then the installation [redacted] has spoken to [redacted] and [redacted] and we have been out to the home on December *, and we are scheduled to return on December **, to complete the jobWe apologize that [redacted] and [redacted] ’s e-mails were not responded to, however [redacted] and [redacted] are not the appropriate individuals to address this matter The bill for the installation job did go out on September **, However, the remaining amount due has been removed from our past due credit department call list and will be due upon completion of the work that is scheduled for December **, Should [redacted] and [redacted] need further assistance we can be reached at ###-###-####

After speaking with the [redacted] , [redacted] , the completion of the work that was scheduled for did have to be cancelled due to the install tech calling out sick The installation department has been trying to reach [redacted] & [redacted] in order to schedule a convenient date to return and complete the work requested by them They can reach out to us at their convenience at ###-###-####As of [redacted] & [redacted] ’s account had been removed from our credit department and they should not be receiving any further calls regarding the balance due for the installation until days after we complete the remaining requested changes

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [I in no way agreed to the terms and conditions of the contract, there is a reason your contract requests a email signature which was never doneSending a contract alone does not constitute agreementPlease have your legal team review and for one last time I am citing sectionOne last time I am going to state that the applicable law in the State of NY for our current disagreement is N.YUCCLAW § 2--: NY Code - Section 2--201: "a contract for the sale of goods for the price of $or more is not enforceable by way of action or defense unless there is some writing sufficient to indicate that a contract for sale has been made between the parties and signed by the party against whom enforcement is sought or by his authorized agent or broker." If you disagree with the application of this law which is currently state law in NY, please cite the applicable law and section of the law you are citing when enforcing an unsigned contractYou have yet to respond to this on repeated requestsPlease stop stating a vrbal contract is binding without citing the applicable law for my review as I have done for yours] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

I am very sorry that you are not happy with the service that we are providing Mr [redacted] It is also our intention to complete the repair and conclude our business As this situation is multifaceted I will paste the synopsis written by the employees that have handled the issue.June 26, Mr [redacted] sends me a short email notifying me of a soft spot in floorAsks that we determine what the cause was and to let him know what will be done to resolve it.Note: I turn this over to our, then,service manager, Jesse, to handleHe is in communication with Mr[redacted] Following their correspondence, no authorization for workand there is no further mention of floor repair.November 24, 2014Mr [redacted] mentions floor and signs Check In sheet that states, "begin assessing floor damage." Note: If it was never clear before, it is understood at this point that the floor repair will be Mr [redacted] 's responsibility.Note: Between Mr [redacted] 's firstmention of the floor issue in June 'and the very next mention ofit in late-Nov '14, the trailer was not disabled nor sittingstagnantThe trailer went out on a total of rentals totaling 88days grossing $7,730, $3,of which was Mr [redacted] 's portionDuring this time, statements and checks were sent to Mr [redacted] andat no point did he revisit the communications he had with Jesse nordid he reach out to either store manager about the issue.One and a half months passWednesday, January 28th Mr [redacted] leaves me a voicemail asking about the floor and asking about possibly trading in the trailer.Note: With the understanding that thetrailer very well could become property of ADV, any progress relatedto the floor haltsIf the trailer is to become property of ADV, thefloor will not be of responsibility to Mr [redacted] Feb 6, 2015Correspondence in regards to trading in the trailer continued through February 6th at which point, Mr [redacted] stated he would wait until March to look at it, but that he would rather us focus on the floor repair.February 16, 2015Mr [redacted] sends me an email directly asking for update on his trailerMr [redacted] also sends a long message via ADV's website to corporate office.Note: I believe Tony responds to Mr[redacted] via email.February 20, I call Mr [redacted] to go over quote and leave a messageI immediately email him notifying him that I was attempting to get a hold of him with the quote information.February 24, 2015I talk with Mr [redacted] over the phoneWe go over numbers for the floor repairHe authorizes the numbersI confirm by sending Tony an email for the day with updates which included mention of Mr [redacted] 's authorization.This is where my knowledge of thisendsFollowing his approval, Dustin begins tearing down thetrailerLast I heard Dustin contacted Mr [redacted] , leaving him amessage about a potential change in cost as Mr [redacted] has sincerequested using different materials.Now, the trailer is in the shop withthe entire kitchen removed, floor repaired and we are waiting on afinal determination as to what flooring Mr [redacted] would like.Mr [redacted] , I again apologize that you feel that this floor repair should be our responsibility One thing that you should consider is that we can't find the leak until all plumbing is exposed and the floor is torn apart and removed, so until we have access to the leak we can't stop the additional softening of the floor Luckily, more decking replacement is a very nominal cost.Our signed agreement is very clear concerning repair and maintenance costs that are not damage done while on a rental Section V., part C state "All costs of maintenance and repair will be charged to the owners's account" A hidden or sub floor plumbing leak is a necessary repair and the damage that it causes is certainly not renter damage We are making the repair at a very deeply discounted rate We already have over hours of labor in it and have not installed the floor covering or reassembled the kitchen and cabinets, it will be approximately hours when completed We are billing for hours and gave you a 25% discount on the drastically reduced billed hours These are all of the concessions that we can make in this situation

Mr***,Looking at emails and account notes it appears that attempts were made to contact you via phone and email on February 20th and that you were provided with a firm quote on February 24th via telephone with Trenton I spoke with our service manager this morning and he has yet to hear if you would like linoleum, carpet or would prefer to install plank flooring yourself Either way, I understand that you feel we have not been communicating Again, I apologize Please contact Dustin Trim and make a final determination on the flooring choice so that we can complete the repair. As for the cost of the floor repair being our responsibility Our signed agreement is very clear concerning repair and maintenance costs that are not damage done while on a rental Section V., part C state "All costs of maintenance and repair will be charged to the owners's account" A hidden or sub floor plumbing leak is a necessary repair and the damage that it causes is certainly not renter damage We are making the repair at a very deeply discounted rate We already have over hours of labor in it and have not installed the floor covering or reassembled the kitchen and cabinets, it will be approximately hours when completed We are billing for hours and gave you a 25% discount on the drastically reduced billed hours These are all of the concessions that we can make in this situation

Complaint: ***
I am rejecting this response because:There were numerous other conversations not listed in the response. It even omits that I took the trailer out camping in December of in its poor condition because they would had again failed to make any movement in repairing the unit. I had been assured that the work would be completed by the Christmas break, but they never started. I was again assured that the work would be completed by the March Spring Break but I had to cancel my reservation because work had still not begun. Work has been approved multiple times over the last two years but I have yet to receive a single quote even after repeated requests to the Boerne and Corporate offices. In February I was guaranteed in an email that a quote would be to me by February 20, but it never cameTwo years of inaction is inexcusable, had this been dealt with by ADV two years ago it would have been a cheap and easy repair. ADV is responsible for the maintenance of the units it rents. There is to be a detailed inspection of any issues every time it goes out or comes in. They were negligent in assessing the damage, and even more negligent in disregarding repeated requests to repair the trailer. Clearly ADV is going to maintain their present course of doublespeak and obfuscation. I reject their casual response to my $22k investment. Without being provided a quote I have no idea what the cost of the repair will be and yet I still approved the work again and again.
Regards,
*** ***

A COmonitor is insufficient for detecting uncombusted propane, so the idea the COmonitor would be a safety guard is incorrect Also, at the time I called the representative from American Dream Vacations, he did not indicate the COwas sufficient to ensure the safety of me, my son and the trailer Given the temperatures we were camping in, we had to run the heater, and the recommendation was to turn the heater off which resulted in all piping and water being frozen, not to mention the discomfort of the camping experience. No assurances were given by American Dream in regards to the propane leak Additionally, once the unit was returned, it was clearly shown and noted by the personnel that the leak was due to a hose replacement/repair done incorrectly by American Dream before the trailer was rented to me

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Burke Heat called yesterday morning, the day they were scheduled to complete the work, stating everyone called out sick. Saying they were minutes late on 9/** is not correct, and they didn't even call that day. In addition, we have gotten multiple calls requesting the final payment, as recently as Wednesday 12/**.?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** *** %

Mr*** rented the Tent Camper on November 30, During the Pre- Delivery inspection of the vehicle and the orientation with Mr*** all of the systems were functioning wellFour days after the pick up date on December 3, 2016, Mr*** called stating he had an issue with propane
smellEach Travel Trailer is equipped with a CDetector, these detectors are very sensitive to any and all foreign smellsCdid not sound during his stay in the Tent CamperGiven the location he was camping, we did all in our power to try and resolve the issue with Propane Smell.Terms and Conditions - Paragraph states " Lessee agrees that no credit or refund will be given if the Motorhome/Travel Trailer is returned prior to the expiration date of this contract and in such event, Lessee will still be required to pay all charges as if the Motorhome/Travel Trailer were returned at such expiration dateSigned by Mr*** on November 30, Paragraph states - "In the event of a breakdown, wherein the Motorhome/Travel Trailer is inoperable fro hours or moreLessor's responsibility shall be limited to reimbursement of rental rate for day(s) lost onlyFailure of the drive train components ONLY will constitute a breakdownThere was no such breakdown.A Reimbursement Request is given to unsatisfied customers, to attempt to resolve the issues per office policyPrior to receiving the Reimbursement Request, Mr*** disputed the entire transaction with American ExpressA few days after the dispute was filed, the Reimbursement Request was receivedWe currently are working on the resolution of this transaction with American ExpressOnce all is resolved the Reimbursement Request process will resume once again

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 and the matter has been resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]This does not even really apply to the reason as to why they sent me to collections to collect a 13k debt on a rental vehicle they don't even own and how outrageous the charges for the damage areBecause my insurance refused to pay for the damage because it wasn't in my contract with them somehow makes it to where I'm liable for 13,dollars is absurdThere is no mention of how to resolve this dispute on their half either

Mr*** made a reservation online June 1, 2015, for a pick up date of 06/-06/06/Prior to reservation is complete American Dream Vacations PiPolicy and Cancellation Policy is disclosedPick up times are from 2pm - 5pm and return time is before 11am on day of returnMr*** became
very upset when he could not return Travel Trailer at 7pm on day return (06/06)An additional date was offered, so he may return Travel Trailer on Monday 06/08/He refused and demanded a refundRefund was given minus $As stated in our Cancellation Policy - Fee is $within days of departure dateAmerican Dream Vacations Business Hours are Monday - Friday 8:30am - 5:30pm, Saturday 8:30am - 3:00pm and Sunday Closed

Good Morning,Let me begin by saying that I am very sorry that you are unhappy with the current condition of your pop up camper It is our hope that every owner is completely satisfied with their unit when it is removed from our program It is unfortunate that commercial rental equipment
does accumulate wear and tear Your camper was enrolled in January I feel that the good news is that it produced over $15,for you That does not include income tax savings or value of personal use I truly feel that there is some confusion concerning the dates of the repairs that you mentioned We replaced the canvases 12/19/at a highly discounted rate for you It is certain that they will have accumulated some wear in months Just as this was your expense when the work was done, the current wear is no different We replaced the counter tops and some wood panels 11/01/ Once again it stands to reason that additional swelling has occurred since that date, especially in a camper that is inherently exposed to the elements This was obvious wear and tear and not renter damage at the time, so you were responsible It is no different at this point Had this been damage, we would have gladly paid for the replacements. Please review section seven, part C of our signed Rental Management contract It reads "Wear and tear is expected on any rental unit and such interior and exterior wear and tear is the sole responsibility of the owner." These items are a clear cut case of wear and tear.All repairs that were damage done to the vehicle were repaired before you picked it up As for the interior being dirty, I assure you I will speak to the staff responsible for this and deeply apologize for the inconvenience.We have followed our agreement precisely No offers for compensation will be made at this time

Thanks for the information to help us respond to this customer complaint The $handling for toll charges is posted in our officeAdditionally it is explained to every customer at pick up and has never been an issue prior to this single
complaintOnce it was found that MsMoore was going to be so adamant she was not paying this $fee, rather than push the matter over something so trivial, I opted to drop the charge and block her from using our services in the futureNot only did we not charge her the $25.00, we didn't deposit the check she sent us for $that she was willing to pay us per this complaintI was very surprised she filed this with the Revdex.com at all as there were no attempts to charge her the $handling fee and she was told thatEffectively her request was met prior to her filing this complaint in the first placeI do not know what further action could be expected from my endPlease let me know if this is a suitable response or if I need to clarify the matter further Warmest Regards, *** *** Owner/Operator American Dream Vacations ***

Complaint: ***
I am rejecting this response because:
The formal complaint with the Revdex.com is to protect all current and future clients who partner with American Dream Vacations and their affiliatesAmerican Dream Vacations has the right to impose any fees they deem fit, only which are documented and signed for by the lessee in the legally binding contract for services renderedSince the $fee was not documented in the contract (like the other fees are), the fee cannot be imposed on the customerIt is my recommendation that American Dream Vacations seek legal counsel to redraft their contract to include the fee they are proposing to ensure they are practicing under just cause when attempting to charge their clients for additional fees
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I have yet to receive a response regarding the legal basis in which you are attempting to collect this debtThis is a very reasonable requestI believe that no enforceable contract exists between myself and Burke Heat per Section 2-of the Statute of Frauds which is a state law in NYIf this law does not apply to this situation please explain why and provide the law that does applySecondly, I have disputed the fee you are attempting to collect, while this issue is resolved you are not allowed to assess late charges to my balance which Burke Heat is currently doing.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thanks for the information to help us respond to this customer complaint The $handling for toll charges is posted in our officeAdditionally it is explained to every customer at pick up and has never been an issue prior to this single complaintOnce it was found that MsMoore was
going to be so adamant she was not paying this $fee, rather than push the matter over something so trivial, I opted to drop the charge and block her from using our services in the futureNot only did we not charge her the $25.00, we didn't deposit the check she sent us for $that she was willing to pay us per this complaintI was very surprised she filed this with the Revdex.com at all as there were no attempts to charge her the $handling fee and she was told thatEffectively her request was met prior to her filing this complaint in the first placeI do not know what further action could be expected from my endPlease let me know if this is a suitable response or if I need to clarify the matter further Warmest Regards, *** *** Owner/Operator American Dream Vacations ***