Ballantyne RV & Marine, Inc.

Revdex.com spoke to Eric at business and the following was relayed: The damage on the trailer is from the consumer hitting somethingIt is not a manufacturer's defectWe attempted to get it covered under warranty, the manufacturer is not willing to cover it as it is not a manufacturer defectWe have
done nothing wrongWe have done everything we can for this customer

Revdex.com spoke to Matt at the business and the following was relayed: We picked up the vehicle on 10/and it was returned within a weekThe fridge was replaced, the wall board and faucet were fixed and the radio issue could not be duplicatedThis has been resolved

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Good morning, We are more than willing to work with Ballantyne's of ***, New York, but they will not return any phone calls, or emailsWe were able to put all four jacks through our warranty. The cleaning, and repacking of all the bearings is a regular maintenance issueWarranty does not cover thatThey had our trailer for three months, and hauled it miles in salt, slush, and snow (without our permission, or knowledge) That brand new $47,000'trailer was only in our possession for three monthsThere were no maintenance issues when we dropped it off the second week in October, 2015, We were supposed to be able to pick it up in about two weeksAs, for the roof, Ballantyne's put the wrong sealant on it, in the process of hauling it all those miles, and through those weather conditions, it broke apartThere is a warranty on the roof, but that expiredWe had no choice, but to have it stripped, and resealed with the proper sealantIt would of started leaking, and then we would have had bigger problemsIt could of been ran through our warranty, but they just didn't address it, or careAs for the frame of the trailer's frame being all corroded, and rusted, my husband has agreed to wire brush it,and respray it himself, that is not fair, but we are trying to save moneyThe installation of the propane quick connect(which was part of the purchase agreement) While on the phone with Greg J., prior to our trailer being bought back on January 15th, said that they didn't have the parts to do it in ***, but that Ballantyne's would pay *** *** to do the installMrJstated he still had contact with a person that worked for *** ***He also acknowledged, after looking at our paper work( that he had in front of him) that indeed, it was part of the deal, when we purchased the trailerAll work has been completed on our R.VWarranty, recall issue, and fixing most of the damage. Our bill is $for the damageMark stated in his reply, "We made it perfectly clear, to her,that we could do the warranty work" They had it for three months? They told me on the phone, at the *** location, that the propane quick connect had been installedAbsolutely nothing had been done, except for them cutting corners, and putting the wrong sealant on the roof, I guess, to save money, They probably thought we would never know? We no longer trust this company! Thank you, *** ***

Revdex.com received the following response from Mark at business:The consumer has been refunded her depositShe was refunded her $1,back and documentation can be provided to prove this was already resolved

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear Sir
This response is in regards to ID#
***
I am writing
this in rebuttal to the response sent by Ballantyne RV via MrMatt B
because some of the facts and dates are askewI will give MrBthe
benefit of the doubt as he is relatively new to my caseI had previously been
dealing with Mike, the store manager out of ***, NYAfter much lack
of communication and caring on his part, and feeling that he wasn’t always
being truthful , I contacted the main Ballantyne office at ***, NY I have just begun dealing with MrBand all
he knows is what he has been told by Mike -As for the accusation that the trailer was over loaded, I
am aware that this is a small unit not capable of carrying overbearing loads; I’m
not ignorant of that matterAll we carried with us was clothing, bedding and
some foodWe took no large or heavy items such as grills, bikes, firewood etc…
In fact the main large cargo area in the camper (under the main bed) was empty
We traveled both ways with all water tanks empty and lines winterized, as it
was February and extremely cold.
-Regarding the time of the repair, I contacted *** *** and they claim they
approved repairs on June Well over a month after I dropped the unit
off for repairs. I called weekly to get
updates on the unit with no responseAfter having to demand a response through
heated conversation, I was told the unit would be ready by the end of JulyFinally
I was promised the camper would be ready by Friday 8/15, it wasn’t Finally on Monday 8/I got the call saying
it was ready for pick upSo, it was not ready the last week of July as Mr
Bis claimingIn fact, if you look, my original complaint to you is dated
8/Why would I write a complaint of my unit not being ready yet, had it been
done the previous week?
-Nobody at Ballantyne “offered”
to tow the camper after the repair was made so I could follow and see how it
droveI had to argue with Mike, the store manager, about it on Monday 8/
when he called to tell me it was readyIt wasn’t until one of the techs stated
that “it wasn’t an unreasonable request” that he agreed to itWhen I finally
did arrive to inspect the camper, (Tues 8/18, they day after they said it was
ready) I declined to take the ride because I didn’t need to I could visually see that even though the axel
and tires had been replaced, the issue that I had originally brought it in for
(misalignment of the axel) had not been remediedI refused to take possession
of the camper as it is running out of warranty and I didn’t want the same
damage to occur again because there is a deeper problem and then be out of luck
with itI believe it to be unsafe and not road worthyI was then threatened
by Mike that he was going to report me to the police for abandonment of
the trailerI do have a dated receipt for the declined pick up
I am attaching before and after
pictures of the camper so you can have a better understanding of my concern
The pictures of the tires in the stones are in my driveway and are the before
picsThe pictures on the concrete are the after pics and are located in
Ballantynes parking lotAs you can see the tires are not centered in the wheel
wellIf you compare the driver’s side with the passenger’s side you can see
that they are not equally set backLeading me to believe that either something
on the frame is crooked or the body is on the frame crooked, both of which can
cause an uneven pull on the axel and result in damageAll I want is my unit to
be safe for my wife and young childrenA mile trip shouldn’t burn up
tires so bad I can smell them from inside the vehicle, nor bend an axelI also
shouldn’t have had to wait an entire summer just for the axel to be replaced,
only for it to not fix the problem
As a side note, if you look into
it, *** *** has several Revdex.com complaints about bad axelsBallantyne also
has several Revdex.com complaints regarding poor serviceI wish I would have known
these things before I purchasedHindsight is 20/I guessHere is a link to
their *** profile, as you can see, I’m not the only unhappy camper who has
been ignored and given the run aroundThese are just a few of the many
complaints that are out therehttps://***.com
Thank you for your time,
*** *** ***

I am somewhat confusedYesterday I received an email from Mr*** and went back into my email and I received one from him previously on June 18thOn that day I forwarded his concerns to my manager in *** ( Mike ) and my service manager ( Mattt) and with over customers a month in service
I was pretty confident that his concerns were addressed. Yesterday his email said he was going to contact Revdex.com and channel * if he did not hear from usI found out the parts are in and we are just waiting on a mattressIt should be noted that Mr*** purchased a park model and it’s at a campgroundCampgrounds are closed in November and re open in April _ May time frameWe do the best we can on doing road service but between the parts issues with the manufacturers and scheduling its not as easy as one might think We do care and we have scheduled his appointment this coming week so hopefully this will be put to restI guess its frustrating when they say they are going to do something and in fact he had already contactied the Revdex.comI answer all my emails and phone calls and I was only contacted one time prior to yesterday…Customer appointment was set for July at am

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
For information I have included the repair order written by Ballantyne on Aug18, and that submitted to *** after they decided what they wanted to do
As you can see they have not addressed have not addressed
the complaint issues of poor service and lying to customers, which based on other
complaints with the Revdex.com appears to be the norm with this Business. The only issues addressed to my complaint by Ballantyne
RV & Marine was by Eric Bto the NY Upstate Revdex.com Stating ” The damage on the trailer is from the
consumer hitting somethingIt is not a manufacturer's defectWe attempted to
get it covered under warranty, the manufacturer is not willing to cover it as
it is not a manufacturer defectWe have done nothing wrongWe have done
everything we can for this customer”So in response to his brief
comment (No.1) Eric Bis only the Sales Manager and really had
no part in anything until the day I picked up my trailer on October 7, and
reached out to the Owner or General Manager but were not in that day At That time Eric witnessed
both the Service Manager and Warranty Clerk Lie to me about not being able to retrieve
and documents sent to and received back from *** as they were supposedly
in Nick’s computerNick being the employee who wrote up the service order for warranty
workThen have the Warranty Clerk whom is also the Maintenance Manager Wife tell Eric with me standing next to him that
nothing has been submitted to *** thus far So how
did they know this repair was denied? As Indicated by *** records, Ballantyne RV &
Marine never submitted anything in regards to any warranty or non warranty
issues until the afternoon of October 7, (this I assume was done only to
get some records in case of potential action on my part as I demanded a copy of
all correspondence between them and ***.) Also note that the damage referred
to by Eric Bin his statement was in-fact denied by *** but not until
October, 10, 2015, days after they told me it was denied and never sent in a
request prior to October 7thThree other notes on this only brought by Eric Bin
regards to his statement(1) he himself took a photo of the damage and agreed it
should have been repaired as there were no indications of any damage caused by
the owner or someone else as there were no scratches, nicks, dents, chips ,
marks or any other physical indication other then the possibility of defective
workmanship which while driving on a bumpy road could have or attributed to the
damage(2) On October 7th, again the day we picked up the trailer
as the repairs were stated to be completed, other than the denied damageEric
Btold both my wife and myself that based on his observations and our
statement of facts that it should have been repaired and for us to go ahead and
take the trailer homeHe Knows people at *** and in the industry and
would arrange to have it taken care of local to our homeNow per his email of
October 27, “I have turned this over to Matt Band the service department
It is out of my hands I didn't ever say I would fix it I said I would contact
the manufacture to see what they would be willing to do at this point I am not
your point of contact” When is this ever going to
transpire? Even though that is not what was said(3) I was initially
told on August the 29, after numerous calls to BallantyneNick (Service
writer) finally returned my calls and stated that *** denied the damage
repairI guess he is able to see two month ahead into the future!!!!!!!!! *** informed me on October 6, that they denied the
repairs solely based on my submission to themThey had not yet received
anything from Ballantyne in regards to this issue nor had they received any
type of pre authorization requestThey will only authorize work from a dealer
with supporting documentation even if it is a safety issue(No.2) On October 6, we made arrangement to pick up the
trailer the next morning as soon as they openedUpon inspection of the repairs,
two items had not been repaired as previously indicated The bent spare tire carrier had not been
replaced, and the black waste holding tank valve had not been replaced or
repaired. Lies and poor service still continueAnd only after out instance
that it be repaired before we left did they offer to go ahead with the repairs
This caused us at a minimum of five hours of delay waiting on the repairs to be
completed causing more aggravation and expenses They really wanted us to go home hours and
miles away and come back at another timeA reputable dealer would have at given their impression to
the manufacture as to how the damage may have occurred and even provided
photographsBut in this case all they did was submit the following to *** And again after we left with the trailer
from their facility(Copied from the Pre Authorization Form submitted to
*** on Oct7th and returned to Ballantyne on Oct 10th). *** RV Company Pre Authorization Corner
Moldings DS Complaint: C/S that bottom screw on
rear vertical molding have pulled away from rear wall and cracked rear cap
filon Cause: customer believes this is a
factory defect as the rear molding pulled loose and caused damage to the filon Correction: need to remove and replace
rear corner molding and repair filon Krv Incidental damage is not
warrantableTire
carrier bumper Complaint: C/S that spare tire carrier is broken
Need to replace tilt carrier with stationaire One Cause: unknown Correction: remove and replace spare
tire carrier Krv incidental Damage is not
warrantable(Please Note Ballantyne did replace this,)The reason *** denied this repair
work was that Ballantyne did not provide any other documentation and or supporting
evidence to support the claim*** could not act on my submissionEven if the dealer felt that in the beginning this issue
would not be covered they would have at least offered alternate advice or
suggestionsNot just go away and thanks for your businessBased on the follow up email I received from the ownerTo
me it seems he does not really care either about lies or service from his
employees only sales
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me They contacted me after I had complained already Kind of funny how that worked out
Regards,
*** ***

Revdex.com received the following response from Mark at business: We tried to make it perfectly clear to her that we do the work, we tried to make it perfectly clear to her that this was under warrantyWe tried to make her understand that *** ***'s quote was ridiculous and that we would not be
paying and I don't know what else to say...The way that repair order is written by *** *** is unbelievable

Revdex.com spoke to Mark at business and the following was relayed: The consumer hit something, it is not under warranty

I have reviewed the response made by
the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I'M NOT SURE IF EVERYTHING IS FIXED, I HAVEN'T HAD A CHANCE TO TRY ANYTHING YET ITS PUT AWAY FOR THE WINTERI WILL KNOW IN THE SPRING I GUESS
Regards,
*** ***

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. I did not receive the 3000 dollars that Marc keeps on saying that I did. If I had I would not be pursuing any further compensation. I am not doing this to give Ballantyne a bad name I am pursuing this because I truly believe that I was blatantly lied to and paid to much for something that I did not receive. If in fact Ballantyne truly believes it is [redacted] representatives fault for selling me something that I did not get, would they be willing to put that on paper so I can try and resolve this issue with [redacted]. Attached are my credit card bills that show the deposit taken back off of my card. Regards, [redacted]

I apologize for our delay with this as Mark M. has been in the hospital for some time now and he typically is the person who responds to these concerns. This response is in regards to ID# [redacted], [redacted]. ---Mr. [redacted] took his camper on a trip to Florida.  ---mid may Mr. [redacted]...

brought his unit to us with tire wear concern.  We diagnosed concern and submitted to manufacturer with photos attached of concern. ----manufacturer denied the claim stating customer over loaded unit and bent the axle (rated for 3500 lbs). ----on Mr. [redacted]’s behalf we fought with the manufacturer of the unit and the axle.  After back and forth with [redacted] components (axle) and [redacted] (camper) we got [redacted] to send a new axle at no charge and [redacted] to agree to replace the tires and cover the labor on installing the axle. ---[redacted] components made a heavier axle for trailer (4400 lbs) and shipped to us on 7/21/15. ---received axle on or about 7/26/15 and we installed and completed that week. ---Mr. [redacted] came in to inspect and believes his axle is in crooked---we again measured with him there and its straight and set to factory standards, we in turn offered to tow trailer with him following behind in his car to see it goes straight down the road—he did not want to do this. ---he then stated if the axle is straight then the body is crooked---we measured that –it is also meets factory standards. ---I myself have contacted Mr. [redacted] on 8/31/15/ and offered to meet him at our [redacted] store ( I am out of [redacted], ny store) and go over all his concerns. He asked me to have camper measured again in which my technician in [redacted] is currently doing. We hope to come to a resolution with Mr. [redacted] soon.   ----as it stands now the Mr. [redacted]’s coach has been repaired to factory specs and as we do not dictate what the manufacturer will and wont cover, we fought on his behalf to get this covered for Mr. [redacted] when manufacturer determined customer over loaded the unit. Please be advised that this is a very small camper and only has a cargo capacity of 600lbs including camping gear, water in the holding tanks, fire wood, food ect, ect, ect… Sincerely  Matt B.  Parts & Service Director  Ballantyne RV & Marine

At this point [redacted] there is little I can say. He Purchased a unit in [redacted]. He agreed to purchase. He gave $ 3000 down. He signed a bank contract stating he gave and we received $ 3000 down. He drove to Ballantyne to take delivery. He noticed it lacked the outside tv the manufacturer said would be. We stated he did not need to take the unit and the deposit is refundable. He took the unit after seeing the unit, knowing the unit lacked a tv the manufacturer made a mistake with, found out it couldn' 't be done after the fact and when they got home they stopped payment on their cc. I was in the hospital so my office manager answered not knowing the process or the legal aspect. He got his 3k. I am meeting with the bank and attorney. Had we not given the option not to take the unit if he didn't want it. We feel the mans disappointment but Ballantyne did not make the unit, yet we lose 3k for something one will find out is not right.. Mark

Revdex.com spoke with Matt at the business and the following was relayed: We have spoken to the customer again. The problem with tires worn on edges were due to the axle being bent. That was repaired, the work is guaranteed and if there is any issue with the tires we will take care of for 12 months and/or anything reasonable after that time period. He was also, in good faith, offered the 3 months of payments for the time his vehicle was out of service.

I am not sure what to say, the first time they have the issue to force an email to the Revdex.com they do not reference a unit, a person in the shop etc. The second time they say they are not satisfied. We send someone out we fix items, we digest travel time, mechanics wages, and we say nothing but try to make the consumer happy. Countertops very rarely get replaced and finding an exact match sometime can take weeks if not longer. Much of what we have done is good will, and yet they are still not happy. I am at a loss for words. Mark

Revdex.com: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.Revdex.com spoke to [redacted] and the following was relayed:They did come out and repair most of it. There is still one issue outstanding. Everything has been fixed except the counter top which was cut wrong. They were supposed to call back yesterday to update us.Regards,[redacted]

Anyways as far as the response goes I have very little way to confirm what the customer is referring to. There are no names, no time frame, no reference to a unit,whether it was new or used.We would love to assist but we can not pay $ 1500.00 for something we know very little about making it hard to...

identify the problem. If this unit is new then all repairs are under factory warranty and can be performed anywhere that handle the product.If we could have more information regarding who they talked with, when, what theybought, who promised so that I can follow up.Mark [redacted]President

As I have addressed in past letters to you I was critically ill from August-October 2015 and as such was not privy to or aware of some of the complaints that had been lodged against us during this time. This unit was sold in [redacted] in September 2015 when once again I was in the hospital and I am...

trying to determine what transpired. What I do know is we ordered the unit from the [redacted] Representative at the show who agreed this available. It was ordered and shipped to our store. At the time of the delivery, the consumer realized The TV that he thought would be included per the Representative of [redacted] was not in the unit. At that point we told him he did not have to finalize the transaction from [redacted]. It was addressed at the time of delivery, and he took the unit. Respectfully,  Mark M.