Avalon RV Center, Inc.

Received at Revdex.com via email:Dave D***,There are a few inaccuracies in Miss ***’s complaint to the Revdex.com and things that are accurate but misunderstood. I think the majority of her complaint is with comprehending the definition of a manufacturer’s warranty.The motorhome referenced was
purchased on March 9, (not April 20, as the complaint states). The manufacturer of the motorhome is Four Winds. They do offer a one year warranty on the seats she is referencing. Miss *** would have had to make a warranty claim to the Manufacturer (Four Winds) on or before March of 2008. The “Problem Occurred” date on the complaint is July 15, 2016. Therefore, Miss *** is approximately one hundred months out of warranty which is obviously well beyond any reasonable claim.Perhaps I did laugh and hurt Miss ***’s feelings and for that I apologize. I’ve never had a customer ask me to goodwill something that was that far out of warranty. I was caught a bit off guard, because she had been denied several times in previous weeks regarding her warranty claim.It would be impossible to remain a vibrant healthy dealer and provide the service our customers deserve, to simply hand out money because of unwarranted harassment by Miss ***.She also chose to purchase Xzilon fabric protection and it did come with a year warranty. She is well beyond that warranty coverage term and wear and tear would not be covered regardless. The Xzilon coverage is for stains.Miss *** stated she has “spec/feature sheets”. I’m assuming she is referencing the brochure that Four Winds would have supplied its dealers in 2007. The content is not influenced by Avalon RV Center in any way and if Four Winds misrepresented information in their literature, that is unknown to us here at Avalon.Miss *** did have the right to contact the manufacturer of her motorhome as well as the manufacturer of the seats in her motorhome. They denied her claim. But, repeatedly coming to Avalon and causing a scene by making loud statements “Avalon doesn’t stand behind their products” regarding this one issue, will not be tolerated. She was told she was no longer welcome at Avalon.I have supporting documents regarding Avalon’s responsibility on warranty claimsIt clearly states Avalon RV sells all new RV’s “As-Is” and the warranties are provided by the manufacturer and/or the manufacturer of the components. I also have the optional Xzilon contract containing its covered items. Both were acknowledged and signed by Miss ***.Lastly, after receiving a threatening voice mail from a person who identified himself as Mr***, our legal team was contacted as well as the local authorities. Should you have any other questions, please feel free to contact me.Sincerely, Scott M***General Manager800-860-7728Avalon RV CenterMedina RDMedina, OH

RECEIVED AT Revdex.com VIA EMAIL:Hi Dave, I am responding to your last correspondence on ID *** (***). I am not going to respond to her accusing me of lying; as I have witnesses, written evidence as well as an audio recording proving otherwise. I am simply going to state the facts.There were only two seat fabric options offered by Fourwinds that yearCloth and Infiniss LeatherShe paid for the Infiniss Leather seats and received the Infiniss Leather seats. Avalon is not responsible for the quality of the fabric. For Miss*** to say she didn’t receive the seats she paid for is absolutely wrong and 100% inaccurate.Miss *** signed an “As-Is” form acknowledging that all the warranties are provided by the manufacturer and/or the manufacturer of the components (NOT AVALON). She states the seats were an “inferior product”. That is her opinion and has nothing to do with the fact that she did receive the Infiniss seats she requested when choosing her options. Again, Avalon is not responsible for the quality of the fabric.Miss *** mentions she came in “One Saturday” and then followed up with a call later that day. That is accurate. But she failed to mention her conversations with her salesperson Winn S*** in the previous monthsHe informed her that she did receive the correct seats and she was no longer under warranty. If the unit was less than months old, Fourwinds may have approved a warranty claim on the seats. Winn can be contacted at *** or 800-860-7728. I can also attest to those conversations. Winn informed me of them the same day they occurred. She also was told by our service writer Doug F* within the last year or two, that she was way out of warranty on her seats. He can also confirm that conversation. Doug can be contacted at *** or 800-860-7728. I personally told her that the seats were no longer under warranty months ago and again on the Saturday she mentions. The harassment by Miss *** is the repeated requests and the same denial on her request by Avalon RV Center . Avalon misrepresented nothing and owes Miss *** nothing.I have an audio recording from a person identifying himself as Mr***, should you need a copy. That recording contains the following threats: “You have really stirred up a hornets nest here and have no idea who you are dealing with” “You Got That” “You messed with the wrong person” “I will call that radio station every day and tell them how bad and what you did and how bad your service and you do not stand by your products” “I know people” “Step up and be a man” Again, we are discussing an RV that is months out of manufacturer’s warranty. Almost years after her purchase, she is just now saying she didn’t receive the correct seats. As earlier stated, that is inaccurate Lastly, why would I refuse to service a paying customer without me having obvious concerns? Scott M***General ManagerAvalon RV CenterMedina RDMedina, OH 44256800-860-

Dear Mr. Dave D[redacted], I am sad to report the account from Scott M[redacted], the dealership’s General Manager, is inaccurate as he continues to communicate falsehoods about the events that truly happened.  I understand the warranty, but the problem in this situation is we were upsold something that we didn’t actually receive.  We were actually given an inferior product from the dealership along with associated written documentation that substantiated the product was going to be one thing and it was actually a lessor product/material.  We were upsold “leather” seats by the dealership and were actually given vinyl.  If we had the material that we purchased, I would never have had to file a complaint as we would have seats that are in good condition and don’t need replacement. The motorhome is in pristine condition except for the seats that are in extremely poor condition (pictures attached).   Scott M[redacted] documents in his reply that I contacted the dealership “several times”.  I came into the showroom one Saturday and then followed up with a call that same day as I was told the General Manager was too busy to talk with me in person. I did not come into the showroom and harass anyone.  Scott M[redacted] should be ashamed of himself for documenting such a thing happened.  I never caused a scene at the dealership and have never been kick out of any business for trying to discuss an issue with the seller.  It is a shame that Scott feels the need to lie in this situation, as he is not accurately reporting the events that truly happened.  I am not sure if he feels lying will make him and his organization look better, but it is definitely not helping their reputation as anyone that would read my complaint and subsequent follow-up response would realize I am communicating the truth with my feedback and detail to the actual events.  It is unfortunate that Scott has taken the low road in this case.  As a salesperson myself, I would never treat my customers in such a manner.  I always try to do what is right by them and definitely would never belittle them by laughing at them, lie about an issue that was the fault of my organization and never tell them that I would never work with them after their attempt to discuss a problem.   It is also unfortunate as I have posted my experiences on the dealership’s Facebook page and I have received nasty feedback from the organization for posting the exact truth…  and not a modified version that is communicated by Scott M[redacted].  There were no threats communicated to Scott or anyone at Avalon during this situation.  It is unfortunate that again he is not describing the actual facts.    I recently received a response to my complaint from Avalon on the Avalon RV Facebook page, someone from Avalon reported that the dealership tried to call the manufacturer about the issue.  Doesn’t this call by Avalon not prove their admittance that something is wrong in this case?   The pictures attached show a product that is definitely not a leather product that was sold by Avalon RV…  this is the main issue in this case.  Not the age of the RV as Scott continues to communicate.  Avalon has previously communicated to another customer who had an issue with their dealership that they “always offer to make things right.”  I would expect that in this case as well…  we were upsold a product by the dealership which ended up being an extremely inferior product as the pictures accurately depict.  I hope Avalon will offer to make things right in this case.   I appreciate your assistance in this matter. Thank you. Jill