American Dream Vacations

I would like to first apologize for the inconvenience you suffered with the motor home It is always our hope that every customer go and come with nothing but fun in between
Unfortunately, as with all things mechanical, this isn't always the case Tire blow-outs are always a
possibility during a long trip in the heat of Summer
Blowouts can be alarming and distressing to say the least and waiting on the provided road side service can become tiresome I apologize for the delay but all things considered two hours is a reasonable time frame.
We found no problem with the Air Conditioning system when the vehicle returned It is not uncommon for people to expect the RV air conditioner to cool as well as a residential unit during the heat of Summer This is not the case According to the a/c unit manufacturer they are capable of cooling to twenty degrees below outside temperature This is certainly helpful in the heat but not as cool as some are accustomed to Luckily the vehicle is also equipped with a automotive a/c system as well
We found that the generator had been run for a total of hours during the ten days This equates to over hours of use per day This is considered moderate to heavy use You only need the generator when you are not plugged into a power source We opted to refund every penny that was paid for the use of the generator
Our vehicle did have some minor damage when it was returned There is no question these items were not related to the blow-out We were asked bye the Custer Family to contact their insurance company, they sent an adjuster out to confirm the amounts and all was handled appropriately Luckily we were able to buff out one of the two bits of damage and charged nothing for it
Our signed agreement clearly states that, "In the event of a breakdown, wherein the Motor Home is inoperable for hours or more, Lessor's responsibility shall be limited to reimbursement of rental rate for days lost only" Tire blow-outs taking a few hours, do not qualify for daily rate reimbursement I assure you, had the issue met the criteria, a refund would have been issued, no questions asked
In good faith, we provide the Custer family with a two day gift certificate valued at up to $1,along with the reimbursement of the entire generator fee and taxes
This vehicle was used for the entire term, traveled 3,miles and accumulated hours on the generator No additional concessions will be considered at this time

Complaint: [redacted]
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 affiliates. American 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 rendered. Since the $25 fee was not documented in the contract (like the other fees are), the fee cannot be imposed on the customer. It 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,
[redacted]

Mr. [redacted] rented a Class C Motor home for a pick up date of 04/23/2016. Mr. [redacted] had an opportunity to view the motor home and was also given a 45 minute orientation prior to leaving. The awning was intact and functional prior to departure. One day into his trip he called that he had hit a tree and...

awning arm is damaged. Total damage cost is $965.72 - $500.00= $465.72 due to American Dream Vacations.

[redacted] signed a ceiling contract protecting his price per gallon for oil deliveries on 7/** at 5:51pm.  The terms of the agreement  state that it’s a 1 year contract from 7/**/15 to 7/**/2016 and that if it’s cancelled for any reason prior to the expiration date, the customer will be...

charged a $399.00 early termination fee in addition to any outstanding balance owed. The agreement did state that the buyer may cancel this transaction without any penalty or obligation at any time prior to midnight of the third business day after receipt of the contract.   On 8/**/15 [redacted] advised us that he switched to propane and he was then advised of the $399 early termination fee.  This termination fee is not for services rendered it's as a result of [redacted] signing a contract for a year and then closing his account within that the period of the 1 year contract.  A copy of the signed contract is attached.

[redacted] returned this Travel Trailer on 07/22/2015. Vehicle Signed by [redacted] Section A "Refunds will be made within 10 business days from the date of Check-in provided there is not damage to vehicle."
Refund was processed on 08/05/2015, which is 10 business days after return...

date.
Attached are 2 documents 1) Vehicle Out and 2) Refund Receipt
No further credit is due.

Good Morning,   So sorry for the delay.  I have been out for over three weeks due to an emergency surgery.  I will look into the situation and respond asap.

An additional insurance is offered which Collision Insurance. The Lessee is responsible for the first @2000.00 of any insurable loss or claim involving an accident with another vehicle. This responsibility can be reduced to $1,000.00 by purchasing Collision Deductible Reduction. Collision Deductible...

Reduction is $12.00 Per Rental Day - Mr. [redacted] did not purchase. Damage due to negligence or misuse is NOT included.Repair Orders are signed by all Renters who have caused damage and acknowledges damages was done while in your care. Damage Deposit is taken in case of an accident, in this event there was damage and yes damage deposit will be held to credit toward repairs. For each rental day under 6 days is 100 miles free per day. In this case, Mr. [redacted] rented for 1 week and received 1050 miles for free. Each additional mile is $.35 per mile. Mr [redacted] traveled a total of 1,659 miles in the motor home and was charged an additional $213.15.Alternative Claims Management is a third party subrogation, that take care of motor home damage. They are familiar with insurance claim processing.

I would like to first apologize for the inconvenience you suffered with the motor home.  It is always our hope that every customer go and come with nothing but fun in between.  I know first hand how frustrating problems on the road while can be.When our technician did the inspection before...

your trip no problems were found with the battery.  I see that you picked up on July 14, 2015 and the problem first occurred on July 15, 2015.  It is safe to say that the failure happened on the road.  We were first notified of the issue on July 18, 2015, three days later.  I understand that mobile phone reception can be difficult when traveling in rural areas.  For this very reason we provided you with a toll free number for us and another for the roadside assistance company.  Once notified our service department was able to immediately troubleshoot, diagnose and offer an easy solution to alleviate all of the issues that you were experiencing.  A quick stop at any [redacted], auto parts store, auto service center, rv service center or marine service center would have had all systems functioning correctly in 30-45 minutes.  Had we been made aware that you were having trouble locating any of the listed businesses in route, we could have located and arranged this for you in minutes.Paragraph #7 of our mutual agreement states "failure of drive train components only will constitute a breakdown" and that, "failure of any other RV components will not be considered for reimbursement."  Our contract is clear on this matter.  This problem could have been easily remedied with little time or effort.Had our suggestion and offer for service been accepted, we would not be having this conversation. However, your patronage is very important to us.  We provided you with a gift certificate good for a one night rental on the motor home of your choice.  This certificate is valued up to $500.00 and can be used at anytime.This vehicle was out for seven nights, accumulated 2,609 miles and 54 hours (7.7 hours per day) were put on the generator.  No additional compensation will be considered in this case.

Let me begin by...

saying that I am truly sorry that you had a less than perfect camping experience.  Our goal is that every single customer have the trip of a lifetime.After reviewing the details surrounding your rental, I see no indication that the vehicle had fleas in it when you departed.  We found no evidence of fleas after you returned.  No corresponding complaints were made by customers before or after your trip.I do not deny your findings or disregard your frustration.  But must consider that fleas can easily be carried in when camping at a campsite, beach or rural area.  Perhaps these fleas were indigenous as no infestation was found.  You mentioned that you found two living fleas, had the vehicle been infested I suspect many more would have been located.  In this case all available evidence indicates this in my opinion.Paragraph number seven of our terms and conditions clearly states, "failure of drive train components only will constitute a breakdown." and that the vehicle must be inoperable for a period of 24 hours or more to qualify for monetary reimbursement.However, your business is important to us.  We provided you with a one night gift certificate good for the motor home of your choice.  This certificate is valued at up to $500.00, can be used at anytime and does not expire.We ask that customers who experience problems fill out a form so that we may review the circumstances and determine what compensation is appropriate.  Our vehicle was used for the entire contracted term.  No additional compensation will be considered at this time.

There was no written contract.  It was recorded over the telephone. Today the compat called me and said after they reviewed that tape the the sales women should have explained the price better and released me from the contract.

On 9/**/2014 [redacted] did speak with our sales department and signed up to receive oil from us. After reviewing the recorded sale agreement, [redacted] did state that he still has to take 30 gallons from Slomins in order to fulfill his contract with them.  He then stated he wants to...

be in contract with us for 1 year.  Our sales rep. Explained to [redacted] how our ‘pending close’ contract works and advised him that if he can get his next delivery from his previous provider by 10/**/2014 then she can open up the account securing the rate she had quoted him but if he can’t agree to take that delivery by 10/**/2014 from his previous provider then she can’t secure the price she quoted him.  [redacted] did respond stating that he can do that.  Together, the sales rep and [redacted] went through the process of setting up the account, the sales rep. read the verification of contract and [redacted] accepted.  A copy of the contract was emailed to [redacted] and although he is stating that he did not physically sign a contract the verbal recording accepting the terms of the agreement serves as a legal binding document in the state of New York and that verbal recording takes precedence over the follow up email.  In addition the email expressly states that to cancel the account the customer needs to contact us within 3 business days by certified mail.  In addition, the sales rep. did make four attempts on 10/**, 11/**, 12/** and 1/**, to reach [redacted] advising him that he is due for a delivery under his contract before the account was canceled and the early termination fee was applied.

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,...

2013 Mr. [redacted] sends me a short email notifying me of a soft spot in floor. Asks 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 handle. He 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 '13 and the very next mention ofit in late-Nov '14, the trailer was not disabled nor sittingstagnant. The trailer went out on a total of 6 rentals totaling 88days grossing $7,730, $3,865 of which was Mr. [redacted]'s portion. During 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 pass. Wednesday, 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 halts. If 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 trailer. Mr. [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, 2015 I call Mr. [redacted] to go over quote and leave a message. I 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 phone. We go over numbers for the floor repair. He authorizes the numbers. I 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 thisends. Following his approval, Dustin begins tearing down thetrailer. Last 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 25 hours of labor in it and have not installed the floor covering or reassembled the kitchen and cabinets, it will be approximately 40 hours when completed.  We are billing for 14.8 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.

[redacted]
 
[redacted]
[redacted]
[redacted]  To Whom It May Concern: This letter is to confirm that after reviewing [redacted] account we will not be charging the early termination fee of $399.  The early termination fee has been...

credited back to the account and a refund will be issued to her in that amount. Please let me know if you require additional information. Sincerely,   Elizabeth P[redacted]Customer Service Manager

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:

[Your Answer Here]
 
 
After contacting the Revdex.com, I sent a letter to Burke Energy requesting that they send me a formal and more detailed oil inspection report outlining the issues they identified regarding the oil tank which resulted in Burke Energy's decision to suspend my account effective 8/**/15. Further, I forwarded to Burke the copy of the oil tank inspection report conducted by a third party oil company in January 2015. An inspection which was required prior to closing and indicated that the tank was in good condition without any flaws.  Both companies conducted a visual inspection of the oil tank within a six month period. Clearly these discrepancies warrant further investigation. It is important to note that despite my attempts to speak with a service manager or obtain a fax # to file a complaint with the company, my calls were not returned until Burke was contacted by the Revdex.com. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

After reviewing the account history and speaking with the installation [redacted], the installation did begin on September **, 2014. We then returned on September **, 2014 and were not granted access to the job site as we were 30 minutes late.  Since then the installation [redacted] has...

spoken to [redacted] and [redacted] and we have been out to the home on December *, 2014 and we are scheduled to return on December **, 2014 to complete the job. We 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 **, 2014.  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 **, 2014. Should [redacted] and [redacted] need further assistance we can be reached at ###-###-####.

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*To Whom It May Concern: This letter is to confirm that since March 2017 Burke Energy has been and is still working...

with the Town of Cortlandt Inspector in order to resolve [redacted]’s installation problem and get the permits closed with the Town of Cortlandt. Please let me know if you require additional information. Sincerely, Elizabeth P[redacted]Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been partially resolved.Until the company reimburses me for the damages made to my property, I will not be fully satisfied. They indicated that they would "review" the estimates not pay for the repairs. Note, I have to provide them with formal estimates which will require additional time on my part. The matter will be resolved once this company follows through on all items listed in the resolution proposal and the initial complaint.
Sincerely,
Betty C[redacted]

Our agreements were written by attorneys and held the test of time.Though I appreciate and respect your point of view on the matter I am afraid there is nothing more that can be done at this time.

After speaking with the [redacted], [redacted], the completion of the work that was scheduled for 12/**/14 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 12/**/14 [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 30 days after we complete the remaining requested changes.

The response was sent prior to the conversation with [redacted].  However, you are correct the account has been reinstated and a delivery scheduled.  The termination fee has been removed and we are glad to have been able to come to a resolution.  We look forward to servicing you.