Braun Machinery Company Inc.

Complaint:
I am rejecting this response because: They are not resolving the issuesThey agreed to perform work and when they overcharged me they agreed to refund some of the moneyThe service manager told me he was sending a refund check, which has never happened. Does Revdex.com provide mediation?
Regards,
W*** ***

Complaint:
I am rejecting this response because: Trailer Hitch RV has failed to address the concerns that I outline in my original complaintI could not tell if the Trailer Hitch response was sent by the RV Service Manager or the Sales Manager/OwnerI find that it is truly amazing that the respondent to my complaint turned their customer service issue around and attacked meThis company has over thirty complaints on yelp for poor customer service and has a track record of berating customers when it is Trailer Hitch that fails to perform as promisedAll could be prevented if they would provide a written estimate and conduct business in a professional mannerHow can Revdex.com, support a business that fails to provide the customer with an estimate or invoice
Regards,
W*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10669454, and find that this resolution is satisfactory to me
Regards,
R*** ***

Complaint:
I am rejecting this response because: If you have no objections to returning my deposit, that would be greatIt seems though you are fighting over giving it back with Wells Fargo? I never felt comfortable with the descriction of the source of the damageWith that being said, it is hard for me to judge the extent of all damagesI live over hours away, so future repairs would be an issue for meI am sorry it has come this farI was very excited about this transaction going throughIf you could contact your financial institution and give them permission to return my $2,depositThen we can resolve this issue
Regards,
B*** ***

We appreciate the Revdex.com's efforts assisting us in resolving Mr M[redacted]'s concern. Our management team had attempted to contact Mr M[redacted] on several different occasions prior to this complaint being filed in an effort to resolve his concerns. To be factual it was made quite clear at the onset to Mr M[redacted] that a factory special order on any new RV requires a non refundable $1000 deposit.  The RV that Mr M[redacted] ordered is currently here at the dealership and ready to go just as he ordered. The shower door has been replaced by the manufacturer and the slide out component has also been replaced. With that being said it is not our desire to force our customers to purchase anything, regardless of circumstance. If Mr. M[redacted] would like to contact our office manager with his credit card information we can process his deposit in full within a few minutes.  We are quite certain that we could have come to the same resolution if Mr M[redacted] would have simply returned the phone calls from our Manager when we found out he wanted to cancel the transaction. With that being said we hope Mr. M[redacted] finds this resolution satisfactory. We wish him the best of luck in his future RV endeavors and appreciate his consideration.

Please accept our apologies for the miscommunication regarding the refund. Mr fuller has been refunded all monies relating to his purchase and has been contact by the General Manager as a point of contact.

This customer is untruthful is his recollection of the facts. We attempted to remedy the customers concerns and he remains unreasonable and verbally abusive. We are unwilling to give in to the customers demands here in this complaint. We will not be bullied by abusive customers. This is our one and...

only response to this complaint. Thank you Revdex.com.

"This customer was verbally abusive to our staff and has been dishonest in his recollection of events. We wish the customer no ill will be we have taken the highly unusual step of refusing this customer service at any point in the future. We respect the Revdex.com process and appreciate their attempt to mitigate customer concerns."Regards,[redacted] HTrailer Hitch RV Center

As stated by the Business.   Timeline of communications with the Customer. 2/18 - Took a $2000 non refundable deposit on a special order Grand Design Reflection Fifth wheel. Customer was told by our sales associate Arron Walch that the deposit was non refundable. 3/20 - Unit arrived from the...

factory. Unit checked in. Unit scheduled for prep.  3/22 - Unit prep completed 3/23 @ 1230pm -- Left voicemail for the Customer to call and set up his orientation. 4/2 @ 1130am -- Service dept spoke with the Customer and set orientation for Sat 4/18 @ 10am -- he confirmed he has a hitch and brake control and will need no tow gear. 4/14 @ 130pm -- Service Dept left voicemail for the Customer to call back to discuss postponing his orientation because parts are still needed to complete repairs to his coach. 4/15 @ 930am -- Left a second voicemail for the Customer to contact us to discuss parts needed and rescheduling the orientation. 4/17 @ 915am -- Spoke with the Customer and advised him about the parts needed -- gave him a time frame of roughly 2 weeks before we would receive the parts needed (he was not happy, but did understand; he requested that we call him back when the repairs are complete). 4/21 @ 120pm -- Left voicemail for the Customer to call me to discuss the repairs and time frame further. Never heard from the Customer.   With regards to the Customer’s concerns on the coach. 1.Decals pealing -- ordered and replaced, complete on 4/25   2. Shower enclosure panel broken -- the unit arrived with the panel broken, must of occurred in transit. This is not common, but it can happen if a piece of trim/metal has been installed in such a manner as to put pressure on the glass. This was a component issue, not damage.  Grand Design pulled a panel off the assembly line to expedite so we wouldn't have to wait several weeks -- complete on 4/28   3. The slide room had a component defect with the main ram to the motor. The right side of the slide room would not go out -- we tested and found the motor runs, the gear housing is ok and the manual crank shaft turns -- we had to remove the receiver hitch at the rear and the electric stabilizer jacks to drop the underbelly to complete the inspection and repair -- complete on 4/28   The Customer came to the Service Dept while the unit was torn down for repairs to the slide -- this is why he saw the unit in the condition he did.  There is nothing normal, nor is there anything out of the norm with regards to the repairs that were needed to his coach. Almost every new unit that comes through the Service Department has some adjustment, repair, or component replacement that is needed prior to a customer taking delivery. We were able to expedite the shipping and processing of the items for this unit and had the repairs complete 7 days following the time we advised the Customer about the concerns.   I truly don't believe there was anything that we here in the Service Department or that either the manufacturer of the coach, Grand Design, or the manufacturer of the slide system, LCI, could have done to make this go any  smoother.  Hopefully this helps explain what transpired.   Thank you, Trailer Hitch RV Regards, M.H. Trailer Hitch RV Center Nipomo, CA

Hello Mr. F[redacted]. We have been working behind the scenes on this issue.  I was unaware at the point of sale of the changes Solitude had made with regard to the refer fronts and the heated seats. Grand Design will be sending us replacement stainless steel refer fronts and the kit to install...

the heated theater seats. Our service department will be contacting you to arrange the installation of the two missing components. Thank you for your patience and we apologize for the inconvenience. M[redacted].

Complaint: 10599498
I am rejecting this response because: You say you received the unit and inspecteded it on 3/22? So what happened between then and 4/14. Oh one of your employees dropped the unit with the slide open? There is no precidence for California law supporting non- refundable deposit. Why? Because they are not legal. Now I have three hits on my credit, thats one a month from Cred Co auto.
Regards,
B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10723601 and also have talked to the trailer company.  It was agreed that Trailer Hitch RV will install new stainless refrigerator fronts, new stainless oven door, new stainless convection microwave and install heaters in the recliners.  This agreement is satisfactory to me.
Regards,
J[redacted]