Blue Dog RV, Inc.

To Whom It May Concern: The title for the unit in question was in fact lost by the manufacturer.  Miss [redacted] is being provided a full refund for her purchase of the unit in question as requested.  Thank you, Blue Dog RV

Complaint: [redacted]
I am rejecting this response because: we have purchased the extended warranty that includes on site repairs.  Since Blue Dog RV won't or can't repair on site the damage they did to the trailer prior to delivery, perhaps they should replace the trailer with a brand new unit.  Problem solved,.  Additionally, I was told Justin was with a customer, not out of the shop.  This feels like an attempt to make an excuse for us having to wait 6 days for a call back.
Sincerely,
[redacted]

Hi, my name is Tim M[redacted] and I am the Corporate Client Liaison , my contact information is [redacted]@bluedogrv.com, PH 208-773-7878 Ext [redacted].
We have agreed to settle the clients complaint and authorize a $236.00 Credit towards Parts or Maintenance. To be discussed with client and the Blue Dog RV...

Las Vegas Service Dept. and manager Ramon A[redacted]. We offer our apology on the time frame and lack of communication regarding this issue, we will strive to have better client communication in the future.  Your happiness is important to us and I hope this gesture will help move us forward and onto a good relationship in the future. Again I am sorry you had to go through this and please reach out to us in the future with any concerns you may have moving forward.  Thank You.

Re: Complaint #[redacted] Customer: [redacted] To whom it may concern: Mr. [redacted] found a scratch on the side of his unit that required paint/body work.  He brought this to our attention on 2/20/2017.  On 2/27/2017 we inspected the damage and determined that our shop would be unable to...

perform the repairs necessary for Mr. [redacted].  Mr. [redacted] was notified that his unit would be fixed at a 3rd party repair shop, he consented.  Blue Dog RV facilitated the repair through a company called [redacted].  Because we did not perform the repairs on the unit, we are not able to warranty the repairs.  [redacted] provided Mr. [redacted] with a 6 month warranty on the repairs made to his unit.  Blue Dog RV is happy to help facilitate any issues that may arise in that 6 month warranty period in coordination with [redacted]. Thank-you, Blue Dog RV of Washington, Inc.

Complaint: [redacted]
I am rejecting this response because: The Unit was falsely advertised without any damage and was way overpriced in the condition it was brought to me. This is ridiculous I have to fight and argue I agree it is nice that they are fixing it but they need to understand I didint order a damaged unit I don't have the time and patience to deal with all the repairs I bought this unit so I would have a place to live whille I work. I can't afford to live in a hotel whille the thing is fixed I hope we can work something out. but I really can't be stuck in the winter and have issues go wrong on the unit I will lose everything I own including my career I really tried to buy a unit without damage and these issues should have been addressed in the posting and in the price tag before the purchase. Not after when it affects the costumer in every way shape and form.

[redacted] and [redacted]-[redacted] purchased a 2014 [redacted] Four Winds motorhome (vin # [redacted]) from Blue Dog RV-Kennewick on 4/27/14. The customers were made aware at the time of purchase that the motorhome was "new" and had warranties from the manufacturer ([redacted] Motor Homes),...

which they were given copies at time of delivery. All service work that was necessary & authorized by [redacted] since the purchase date has been noted/completed by Blue Dog RV, and service work has never been denied to this customer... Should additional service/warranty work be necessary, Blue Dog RV will process and complete as long as it is authorized and paid by [redacted] Motor Homes (under the stated warranty given to customer by the manufacturer, [redacted] Motor Homes). Please feel free to contact me direct should there be any questions...[redacted]Operations ManagerBlue Dog RV

To whom it may concern,
 
The incident with the paperwork was an error on our part. For that we apologize and would like to offer a free lunch to the customer as the issue has been resolved but we understand it was inconvenient.
The customer was contacted by the service manager in Pasco on...

12/20/2016 regarding his unit and the repairs. The customer is now updated and will be kept in contact with as repairs are completed.

Complaint: [redacted]
I am rejecting this response because:The statement made by BlueDog RV is incorrect as the resolution was not agreed to on December 18 and we were advised at that time we would be contacted regarding the resolution once reviewed by the "owner". In addition to no follow-up BlueDog did not respond to attempts to contact them directly via email until we contacted the Revdex.com. The dishonesty from BlueDog from the beginning is a representation of our entire experience.

Complaint: [redacted]I am rejecting this response because: THEY HAVE STATED THEY SENT IT OVER NIGHT. I STILL HAVE YET TO SEE IT. Sincerely,[redacted]

Mr and Mrs [redacted]'s Parts are scheduled to arrive 11/25/2016. As soon as they are received and confirmed that the parts are correct we will be scheduling an appointment to address all issues outlined by the customer.
The service manager in Las Vegas has spoken with the customer on 11/11/2016 to inform her of this as well as assure her that we would be repairing her additional concerns.
BDRV is happy to leave this open and update the Revdex.com with all contact once the repairs are scheduled if it will help assure the customer that they will indeed be taken care of.

Blue Dog RV has submitted all needed information to the warranty provider who is processing [redacted] cancellation. The provider then will provide the refund wither to the lien holder of the financed portion (if applicable) or directly to the customer if no lien is present.

Complaint: [redacted]I am rejecting this response because: 
At this point no repair has been done. No contact or scheduling of said repairs has been made since Blue Dogs response to you. It is my understanding, per the service department, that we are waiting on the parts to be delivered. The reason I wish for this to stay open is that we have been told this before and have been waiting since our purchase 3 MONTHS ago for parts and the repairs. The joy of using our rv is diminished by the fact that the fridge moves around the rv ( we have tried everything we can to stablize it) during driving and has caused damage to the cabnetry. So, we limit our use which is not why we purchased the rv. Sincerely,[redacted]

RE: Dispute # [redacted]Mr. [redacted],     In response to Mr. [redacted]' dispute we have been able to come to an amicable agreement. In lieu of the $650 requested, our service department will be replacing a damaged antenna and awning fabric. We have already remedied the missing set of...

keys and have reached out to schedule the unit for the service repairs on the antenna and awning fabric. Respectfully,Pat N[redacted]Service and Parts Director208-773-7979 ext [email protected]

Complaint: [redacted]
I am rejecting this response because: the response of this business only goes to further show their negligence and is quite frankly a cop out because they are unable to perform work that was promised. The additional information that I have provided was requested by the Revdex.com because my original claim was cancelled prematurely. The fact that Pat is trying to use my response as validation of his claims that I am combative is both childish and incorrect. I in no way changed my story as BD has many times - always coming up with a way to make their poor customer service my fault.As far as the damage to my RV. It is not surprising that the adjuster did not find the damage because Pat made sure that the jacks were replaced and the framing straightened before the adjuster arrived. Additionally the adjuster was not an RV specialist and was doing the call not as a claim but for informational purposes in the event of future issues caused by the crash while in BD possession. He noted that in order to properly assess the damages the RV underbelly would need to be removed and a RV specialist to look at it. Also, BD was specially asked to not perform any repairs prior to the inspection which they completely ignored. There was never any mention to me of extra non warranty work being performed. All work was under warranty, and if there was something they were unable to claim it was due to their procrastination in making the repairs. The only thing they did replace that was not under warranty were the jacks that they damaged when they crashed my RV.
I do not accept BD’s poor excuse for refusing to finish the job. If they feel they are incapable of completing satisfactory work for an honest customer who only wants what she paid for, then I feel the only acceptable alternative would be for them to pay a shop that is capable of finishing what was started and poorly done. 
Sincerely,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The response that was given by Blue Dog RV is inaccurate.  I do understand that the extended warranty that was purchased starts the day that the Forest River warranty ends.  That being stated, most of the work that I keep having addressed has not been completed even though it was already approved by Forest River.  The only item that has been in question has been the furnace, which was denied by Forest River.  My kitchen sink faucet was fixed, kitchen drawer was fixed, and that is all that has been done.  Pending to be fixed is 1 rocker chair, the slides trim, a shade replacement, the rear cabinet, and the furnace.  Besides the furnace, these are items that Blue Dog has stated to me that are in stock, however, since I am not getting called back I can not get it scheduled into them.  Keep in mind that the trailer was already at their facility for this SAME work and it was never fixed due to a clerical error.  I am very unsatisfied with product that Blue Dog RV had sold to us.  I was told by my salesman, [redacted] R2, that this was one of the best trailers that they sell.  With all the problems that are arising with this trailer, I am in fear that several more will come up.  The poor quality of the product and the issues I am having trailer, is leading me to have severe trust issues with the Blue Dog RV and Forest River companies.  I am noticing more and more items going wrong with this trailer almost weekly.Since I filed this complaint, the next day I received a call from Scott at Blue Dog who scheduled an appointment of December 9, 2015.  Scott stated that all issues will be fixed at their (Blue Dog RV) cost and they will fight with Forest River to get the associated reimbursement costs.  I am requesting that this claim be left open until this work is completed to make sure the entire issue is addressed and completed to my satisfaction.  It is still my request to just return the trailer for full refund. If this can happen I will walk away and close my complaint, satisfied. 
Regards,
[redacted]

Complaint:...

[redacted]I am rejecting this response because:These folks were the hardest people I have ever dealt with. I also don't think they had the ability to fix anything. The kid that walked us through rushed us. Thinking he might have known about the mold issues. Then they sold us a bogus warranty plan. As the RV has go to their facility. Which is over 200 miles and not very easy to accommodate. The kid was supposedly to show us how to drain the water and winter prep which he didn't do. I asked to exchange the unit before anything was done they refused to do that. We have had the RV for over a year and yet to even sleep in it. My Dad planned two trips to MT one last year and one this year with hopes to travel around the state. We were never able to do that because the RV was in for repairs both times. You can't put a price on quality time with your elders because you never know when they won't be around and each year it's a little hared for them to get around.  Just in payments we are out around 3100.00 not to mention our emotional distress over the ordeal.  Sincerely,[redacted]

Revdex.com
Northwest
1000 Station
Drive, Ste.222
DuPont, WA
98327
 
RE: Dispute # [redacted]
 
Mr. & Mrs. [redacted],
 
       We at Blue Dog
understand the [redacted]’s frustration and apologize for the experience they
have had....

Unfortunately the warranty process can at times be lengthy, however,
a necessary one. We do see that the Service Manager has been calling and
speaking to Mr. [redacted] on a routine basis providing updates as to where we are
in the process. The service manager, in attempt to expedite the parts, notified
Mr. [redacted] that we were going to pick the parts up Monday from Dallas,
Oregon. The service manager offered to transport the unit for the final repairs
to which Mr. [redacted] was very pleased. Mr. [redacted] let the service manager
know that they were on a week-long trip but appropriate arrangements could be
made once back.
With that said, we will honor the [redacted]’s request for an
additional 90 day adjustment period once repairs are made. This is in hopes
that the [redacted]’s understand that there has been no ill will on out but
simply a process to which remedy has been drawn out.                                                                                                  With respect,
Pat N[redacted]
Service
& Parts Director
208-773-7878
ext 108
[email protected]

Complaint: [redacted]
I am rejecting this response because:
Egon [redacted]  Blue Dog  was  responsible for the damage. The 5th wheel was new and less than 6 months old when the damage occurred. I would expect that Blue Dog would be responsible enough to ensure the repair would  last as long as the surrounding area of the siding as stated on the original complaint. Blue Dog says that the work was performed by a reputable business and stated they expect no future problems with the repair. I expect them to stand by that and warranty same. If the repair does not stand up to their expectations then why should I be responsible and have to deal with any future issues for damage they created. To date there has been no issue with the repair.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
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.
[redacted] states that they have at no time refused to fix my RV, however when I have left numerous messages and nothing is returned, that is a rejection of service.  Also no contact with Blue Dog until this complaint was filed.  My RV is scheduled to be serviced by Blue Dog RV on Wednesday December 9, 2015.  I request to reserve the right to hold this complaint open until the RV returned and I know it is completed.  I also filed a referral several months ago.  Blue Dog stated that if you refer someone they will pay you $100.00.  I referred [redacted] and [redacted] and spoke to my salesman [redacted] R2 several times about it and not once has someone called me back about that either. Blue Dog states that they will not provide a full refund due to being a manufactures problem.  Blue Dog openly advertises this brand, sells the brand, recommends it to customers, so therefore, they represent the company in every way.  It would not seem right to sell a product that they do not recommend.  This to me falls under false advertisement.  At least I believe that this RV may fall under the Lemon Law.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I purchased a new 5th wheel from Blue Dog RV in Redmond, OR on Oct 16, 2016. I would like to point out that yes I did have a co-buyer, but per OR state law we are equals in the purchase. As such my name is on both the title and the registration. The face that BD tried to claim that I was not the owner just goes to further my point of their incompetence. After signing paperwork we came to find out that it had not been done correctly by BD and had to be redone. Sales manager, at the time of purchase, Jason Forrester told me after purchase that the unit would need to be prepped and scheduled for a week day walk through and delivery. Due to bad weather I was not able to make the 3 hour drive to complete the walk through on the scheduled delivery day. When I called to reschedule, I was told that it was no problem. Jason assured me that Trent the manager of the service dept would do the walk through for me and get it in “tip top shape” before the delivery. I even offered to FaceTime them for the walk through but they said it was not a big deal. The unit was delivered as scheduled.  Upon delivery, I immediately starting noticing major issues. There was a large amount of water leaking under the unit. Also it was evident immediately upon opening the front door that the unit was not even vacuumed and that no walk through had been done. When I called BD about the water leak and other issues I was starting to notice, they tried explain the issues as “normal”. After a week of daily of calls, BD finally decided to send a local mobile tech to investigate the issues. On Oct 27, I emailed a list of issues with pictures to Trent and he scheduled a mobile tech to come out and look at everything. Steve with Riverside RV came out and confirmed that there was a hole in the fresh water tank and confirmed all other issues. He did not leave me a report but was in phone and email contact with BD regarding all issues. I spoke with Jason Forrester after finding all of these issues that would have been caught had the walk though been done, and he immediately told me that I may have received a “lemon”. After BD received the mobile tech report, I was told that Trent would be my contact person. He informed me that parts were being ordered immediately, but that with warranty work it could take a month or so for them to arrive. He told me he would let me know as soon as they came in.  In December over 6 weeks later I sent Trent an email asking for an update and if any parts had arrived. He did not email be back but did call and let me know that nothing had arrived yet. At this time I requested that BD have the parts transferred to a different location, as I was going to being moving my unit. BD assured me that it was no problem to get my parts transferred to the closest location and work scheduled. They provided me the contact information for the service manager of the Pasco, WA location, Justin. I immediately called and Justin him a message asking about my parts and when we could schedule the work. It took nearly 5 months for Justin to return my more than 10 calls. I finally heard from him at the beginning of May, only after calling the main office and demanding to talk to someone who knew what was going on because I had left countless messages for Justin with no return. When we did finally speak at the beginning of May, he told me that he didn’t have notation of any of my issues. I told him I had emailed everything to Trent and he told me that Trent no longer worked in Redmond. He asked me to come into the location and sit down with a service writer to make sure everything was noted. On May 8, I spent over an hour going over all issues with a service writer at the Pasco location. I also emailed the list to the sales manager, F. Galvez, of the location as well.  I was told that Justin would contact me the following Mon with a timeline for part arrival and repairs. This did not happen. In fact, it took nearly 3 more months to get in contact with Justin at which time he told me that a tech would have to come out and photograph many of the items. In July, BD a tech took pictures and told me there should not be so many things going wrong.   Nearly a year after first notifying BD of the issues with my brand new trailer, repairs were finally scheduled. On Sept 17, I dropped my RV off at BD in Pasco for warranty work to be completed. On Oct 4 I spoke to Justin and was told that all work was complete and that he had personally inspected it. On Oct 6 I arrived to pick up my RV as scheduled and was horrified to find that BD had crashed my RV causing catastrophic damage to both rear jacks and untold damage to the frame itself. Not only was this damage sustained, but the warranty work was so shotty and poorly done that I told BD that it was unacceptable. At this time that BD referred me to Pat, head of service for BD. He refused to tell me what had occurred to cause this damage and blew it off like it was not a big deal. He told me that they would fix the jacks and repairs to make everything right. I told him that I was going to be having my insurance come and look at it for documentation purposes and not to touch the exterior damages. BD did not honor this request and had exchanged the ruined jacks and fixed other exterior issues before my insurance was able to inspect. The major damage had been removed and I am sure that Pat was there to convince the adjuster that nothing had happened and that I was over reacting as this was the way he treated me on every occasion that we spoke. The reason I asked BD to cover hotel after they crashed my trailer and made it unusable was because my family had traveled to pick up the unit and was planning to camp in it upon pick up. The fact that we were not even notified of the damage prior to arrival and that we suddenly had to make new lodging accommodations was the reason I felt BD was liable for these additional expenses. After the poorly completed warranty work was corrected and Pat assured me everything would be perfect 2nd pickup was scheduled. This time I was met by regional service manager Jared. Inspection showed issues that  were not fixed including a crack in the new counter, which had to be tightened down due to large gaps above the cabinetry, a door with the lock improperly installed preventing it from closing, a broken drawer, and major denting in the flooring. Jared was very rude and said that BD would not do anything further for me. I told him that was not ok since I had been continuously told that they would make sure everything was done to my satisfaction. He refused to discuss this with me and left. I was very upset and not sure what to do at this point so I took the unit home as I did not want to risk it sustaining further damage, but I still expected the issues to be fixed. I even called Forest River the manufacturer and was told that since BD had been paid for the warranty work it was their responsibility to complete it. After many calls to BD, I received a call from Trent telling me that a door and drawer slides were ordered and a tech would come out to complete work. The tech was to take pictures of the counter so a new one could be ordered, and look at the floor to see how it could be fixed. The tech came at the end of Feb. Again the tech installed the door latch wrong ruining the door leaving 4 large screw holes. He looked at the counter and took pictures of the crack. At no point did I agree with him that there was no crack. When he examined the floor he was shocked at how bad the dents and soft spots were and said that it needed to be looked at much more extensively to be repaired. He told me that I would be called to set up appts. This did not happen; 10 more calls. Finally Trent emailed telling me that BD was not going to do any further work on my RV and that if I want the door fixed I can bring the RV in and wait.  This treatment is beyond appalling. I have done nothing wrong during the entire course of time, and it seems very clear to me that had BD completed their walk through as they told me they would, these issues would have been caught before I took possession.  Also, the fact that BD crashed my RV and refuses to take blame for issues that clearly were caused by whatever happened while they were in possession of my RV is astounding.   **Please see attached emails referenced here.
Sincerely,
[redacted]Supporting Documentation Redacted by Revdex.com Staff[redacted]