Bretz RV and Marine

On the afternoon of 10/7/Mr& Mrs [redacted] arrived at the RV display at the Village in MeridianAfter looking around for a little bit Mrs [redacted] asked why the one unit they wanted to look at was lockedShe was informed that it was sold She stated something to the effect that the only one they wanted to look at was soldDaren A [redacted] said he could open the trailer and that it was a very popular model After spending quite some time 2-hours going over the trailer it was determined that this was the one they wanted or one just like itIt was suggested that the [redacted] s could get the identical floorplan of the trailer they were in They were told they would have to put a down payment on the unit to make it "Theirs"Mr& Mrs [redacted] then sat down in the trailer with Daren and filled out a work sheet making an offer to purchase an incoming trailerThe sales manager Kalen S [redacted] sent out some payment options which the [redacted] s agreed toA Purchase Agreement(attached) was printed and signed by the [redacted] s showing a non-refundable down payment of $Kalen S [redacted] then sat down with [redacted] in the trailer while [redacted] continued to look around the trailerKalen presented the Statement of Understanding (attached) which clearly states:NO COOLING OFF PERIOD, Idaho law does not provide for a “cooling off” or other cancellation period for vehicle sales Therefore, you cannot later cancel the contract simply because you change your mind, decide the vehicle costs too much, or wish you had acquired a different vehicle You may only cancel this contract with the agreement of the seller or for legal cause, such as fraud, after the purchase agreement has been signedParagraph This information was not only read to Mr [redacted] it was also signed and initialed by both [redacted] and [redacted] Mrs [redacted] indicated that it was past closing time and they felt rushed when I spoke with herThe actual sale was completed before 6:and the Display didn't close that evening until after 8PM

I am very happy that Ms [redacted] has been able to secure a loan and I wish her the best with her RV whenever she finds the right one There are times when personalities clash and it is better to move onDave B***

The events as described by Bretz RV and Marine are not factual and do not accurately depict their behavior during this transactionUltimately, if I receive a full refund for the damaged product and the cost of return shipping, I will be satisfied with the outcome, but I do have to convey that they did not behave in a way that is respectful of their customersHere is the actual course of events: The product was ordered on Amazon.Com on 4/7/Bretz RV and Marine shipped the product via UPS on 4/10/tracking # [redacted] .On 4/the package arrived in Minneapolis, MN On 4/15, the package had not left Minneapolis, so I called UPS to track down what is going on I did not hear back from UPS On 4/15, I sent a message to Bretz RV via Amazon.Com messaging stating: “I just wanted you to be aware that UPS is currently investigating this orderIt was last seen in Minnesota on 4/12/and hasn't been seen since.”On 4/17, the same UPS tracking number shows that the package restarted its journey from Missoula, MT I can only conclude that UPS lost the package and needed to re-ship On 4/18, Bretz RV sent a message back to me via Amazon.Com messaging stating:“Im sorry to hear this, if there is anything I can do to assist you further, please let me know”On 4/21, the package arrived at my home in Louisville, KY.Upon inspection of the product, I noticed there was a large crack on the bottom corner It was not usable and needed to be returned I can tell you, conflicting with Bretz’ statement that they inspected the product before shipment, that the original packaging was completely in-tact The box was not damaged, the product was still in bubble wrap, and most importantly, the staples sealing the box by the manufacturer were still in place.On 4/6:00AM, I submitted a return request on the Amazon.Com website I selected the first reason code of “Product and shipping box both damaged”.On 4/12:52PM, Bretz RV responded via Amazon.Com messaging with the following:“Hi there [redacted] , Unfortunately I cant issue a return on an item that was damaged during shipping, you will need to submit a claim to UPS.”On 4/12:55PM, I canceled the return request on the Amazon.Com website because I realized that I selected the wrong return reason code.On 4/12:56PM, I submitted a return request on the Amazon.Com website I selected the reason code of “Item defective or doesn’t work” I further included this comment: “The surfboard is cracked and damagedThe shipping box was not damaged as noted in the prior requestI picked the wrong option the first time.”On 4/7:26AM, Bretz RV responded via Amazon.Com messaging with the following:“Again, I cant issue a return for an item that was damaged during shipping, you will need to make a claim to UPS”On 4/7:34AM, I submitted an A-to-Z guarantee claim on the Amazon.Com website against this order and stated the following:“The board arrived with a large crack and was damaged and not usableI tried twice to get the seller to accept the return and the vendor refuses saying that they don't accept returns for items damaged in transitSince the packaging was not damaged, there is no way to confirm that the item was damaged during shipmentI need amazon's help in rectifying this situation.”On 4/26, I submitted a complaint to the Revdex.com asking for their help to rectify this issue.On 4/26, Amazon.Com wrote me a message back instructing me to send the board back to Bretz RV.On 4/26, I shipped the damaged board back to Bretz RV via UPS tracking # [redacted] It cost me $to ship this product back.On 4/27, I disputed the charge on my DiscoverCard worried that Bretz RV would not reimburse me given their prior behavior I disputed this charge with the reason “damaged product”.On 5/10:52AM the package was delivered to Bretz RV and signed for by Cumfer.On 5/12:18PM, I sent a message to Bretz RV on Amazon.Com messaging stating:“UPS has confirmed the damaged item was delivered back to you todayTracking # is [redacted] Please issue a refund for the amount of the purchase plus the return shipping cost of $118.54.”On 5/12:55PM, Bretz RV responded via Amazon.Com messaging with the following:“done” I have since received confirmation back from Amazon.Com showing a refund for the amount of $has been processed to me It has not yet shown up on my Discover account Also, the disputed amount for the product of $still shows up as a temporary disputed amount on my Discover account I am waiting for the permanent refundAt no time did I try to keep the product and not pay for it That is a disingenuous statement made by the vendor I find it quite disgusting that they would treat an honest customer in such a way

Scott A*** has been in contact with this customer and the situation is being resolved to the customers satisfaction

Complaint: ***
I am rejecting this response because: First, yes I received my deposit back this morning at 11:am. I received a phone call from MrB*** at 11:amHis phone call at first was greatly appreciatedHe started off the phone call with he was shocked to see a complaint and that I had been refunded alreadyI started to explain the issues I have with the dealership and what had transpiredHe listen to me then started to berate me againI hung up on him and refused his subsequent callsThe entire process was ridiculousAttached is a copy of the paperwork which clearly states non refundableHe said it states "on approved credit" it does notI called the "business manager" and her treatment of me was rudeShe was rude when we went to finalize the papers AFTER they took my $I was never updated on the transactionIncluding this morning with the refunding of the $1000., she never bothered to callJust give us the credit card info again and we will refund youNo other info given. MrB*** then told me that I should have not been trying to buy a luxury item after a bankruptcyI was told they had multiple lenders that work with less than perfect credit, $is requiredMy BK is over a year old Purchased a Harley last summerIncome verifiable and well in line with debt to income ratio. My main complaint is the events that transpired after they took my non refundable depositNow my complaint is that even the owner is non receptive to customer service issues, nor understands and knows what his paperwork saysNo one ever called to say anything to me except to be rude and nastyNot impressed with how they handled the loan processBTW I got the loan approved thru local bank, will be taking that 45k to another dealership, if they would have called and updated me I might have completed the transactionAlso thank you to Revdex.com because this is what got their attention and my refund
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Personalities didn't clash, the business paperwork and practices are not ethicalSubmitted copies of paperwork
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:As I stated in my last response, I do not want to do business with Bretz RVHow much money does he want to let us out of this deal? We are retired and live on a fixed incomeWe can not just give him $for nothingEven if it were true that other dealers do business this way, none of them would take $from a customerIf we can't come to a compromise, I guess he will have a trailer that belongs to us sitting on his lot.Sincerely,*** ***

The deposit was refunded first thing this morning. I am completely astonished that this customer filed a complaint regarding her deposit when she even states in her complaint that she was told that it would be refunded in the event financing wasn't approved. This customer also stated to
me that she had worked in real estate and the mortgage lending business, if those statements are correct she should have first hand knowledge that someone with her credit history is not going to be an easy approval and won't happen overnight. Our business manager was trying to do her job and get as many facts that were available to actually try and help *** get the RV she wanted. It is extremely unfortunate that people waste their time complaining when all it would have taken was a phone call. Dave B***

Mr*** and I came to a resolution on this matter on July 21st so it came as quite a surprise to receive this complaint on July 22nd Please recontact Mr*** and let me know if he is in agreement and is going to dismiss this claim.David LB***

We expedited parts and were ale to get the *** trailer back to them on June 12th I believe this issue is resolved

I'm sorry that Mrs*** feels that I have lied to her in any way What was stated is that I do not know what other dealership's paperwork consists of only that other customers have forfeited their deposits when they have chosen to purchase from Bretz RV versus the other dealershipsI do know that our sales manager Kalen S*** did go over the paperwork with Mrand Mrs*** as he was the one who signed it along with themBretz RV & Marine will allow the ***s to use their "Non-refundable down payment" toward the purchase of any new vehicle at any of our locations or they can simply take delivery of the unit that was purchased on the evening October 7,

Complaint: ***I am rejecting this response because: We did not spend three hours in the trailerWe had just come from dinner and spent some time looking at other trailersWe were just leaving when the salesman passed meIn fact my husband ** was already in the truck I then asked about the locked trailer and told him it was the exact size we were looking forHe then unlocked it and I went and got ** out of the truckIt was about two hours total time on the lot and part of that time was spent filling out the credit applicationWhich we signed so they could run a credit check on usWe then just visited with Daren the salesman, while that was being doneHe then took us to another RV, they were using as an officeIt was 6:and Daren told us they closed at 7: We did not even sit down to sign the purchase agreement and then he brought out some more papers and told ** to initial and both of us to signWe were standing over a tablebending down to signHe quickly ran through the other papers and said initial and signWe did not read them as we did not want to hold them up past closing timeWe have looked at every trailer lot in town and his was the closest trailer to what we wantedWe are limited in what we can buy because of the weight and what we have to pull it withHowever we stated at the time that we did not like the dark woodDaren said we have one coming, but they have been hard to get all summer and we can sell every one we can get our hands onSo you will have to put your name on it and some money downAfter thinking about it through the weekend, we tried to cancel the saleThey asked us to come look at it again, when it came inWe did and it reinforced that we did not like the dark woodIt made he trailer dark insideWe did not understand why they would not let us out of the deal, as the trailer was not even here when I called and they said they could sell every one they could getThis seems unreasonable to force us to spend over $30,for something we don't want, when it would be vey easy for them to sell it to someone elseBecause it seemed so unreasonable, we called several of the other dealers and did not tell them specifically what was happening, but ask what their policies were in this caseThey all said they would return our money as they would want us to be satisfied and they do not do business that wayThey want happy and return customersThen Mr B*** called me and reaffirmed the deal was binding and ask where I found another trailerI told him, that I hadn't and that my husband was going in for back surgery on 10/24/and so it was not a good time for us to buy a trailerHe said I was lying to him about finding another trailerI am years old and never been called a liar by any oneThis seems like a very poor way to do businessIs Mr B*** so desperate to make sales that he does not care about the people he is selling to and taking the time to put himself in their situation? No other dealer in town has this extra paper to sign and does not enforce purchase agreements, if people change their minds and have not taken possession of the unit yet.Sincerely,*** ***

I would never recommend Bretz Rv. I purchased an RV with a $5000.00 extended warranty. Everything that has gone wrong with my trailer is considered maintenance and my "warranty" wouldn't cover it. I also went to pick up my trailer and they had lost my keys. I've called and called and they NEVER return my calls. These people are crooked!

This surf board was inspected before it was shipped to [redacted] (Buyer).  The original correspondence states " Product and shipping box both damaged, the board arrived with a crack on the back end and along the the port side bottom."  When our shipping department instructed [redacted] to...

contact UPS and file a claim with them he/she then changed their complaint to state that the box was not damaged and wanted to return for refund.  We again stated that they needed to file a claim with UPS.  We then receive a complaint from your office. We contact  [redacted] again and instruct him/her to send us back the product so we can inspect the packaging and the board at which time we will refund the purchase price.  [redacted] then files a claim with his credit card company stating that he didn't receive the merchandise and disputes the charges.  This entire process could and should have been handled with a claim to UPS for damage caused in shipping.  We have attempted to accommodate the buyer in every way but we are not willing to let him keep the product he/she is claiming to be defective and not pay for it.  We request a return of the board in it's original shipping box for a full refund.

it is my understanding that Mr. and Mrs. [redacted] have been satisfied in this situation and had agreed to remove this complaint.

Hi [redacted], I received a letter from our Boise dealership regarding a purchase from our dealership by [redacted].  This purchase was ultimately between [redacted] and our Missoula dealership.  We have resolved the issues with Mr. [redacted]’s loan and registration.  Please let me...

know if you need any further documentation. Thanks, [redacted]Bretz RV & Marine[redacted]

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.
Sincerely,
[redacted]

The events as described by Bretz RV and Marine are not factual and do not accurately depict their behavior during this transaction. Ultimately, if I receive a full refund for the damaged product and the cost of return shipping, I will be satisfied with the outcome, but I do have to convey that they did not behave in a way that is respectful of their customers. Here is the actual course of events: The product was ordered on Amazon.Com on 4/7/2017. Bretz RV and Marine shipped the product via UPS on 4/10/2017 tracking # [redacted].On 4/12 the package arrived in Minneapolis, MN.  On 4/15, the package had not left Minneapolis, so I called UPS to track down what is going on.  I did not hear back from UPS.  On 4/15, I sent a message to Bretz RV via Amazon.Com messaging stating: “I just wanted you to be aware that UPS is currently investigating this order. It was last seen in Minnesota on 4/12/17 and hasn't been seen since.”On 4/17, the same UPS tracking number shows that the package restarted its journey from Missoula, MT.  I can only conclude that UPS lost the package and needed to re-ship.  On 4/18, Bretz RV sent a message back to me via Amazon.Com messaging stating:“Im sorry to hear this, if there is anything I can do to assist you further, please let me know”On 4/21, the package arrived at my home in Louisville, KY.Upon inspection of the product, I noticed there was a large crack on the bottom corner.  It was not usable and needed to be returned.  I can tell you, conflicting with Bretz’ statement that they inspected the product before shipment, that the original packaging was completely in-tact.  The box was not damaged, the product was still in bubble wrap, and most importantly, the staples sealing the box by the manufacturer were still in place.On 4/22 6:00AM, I submitted a return request on the Amazon.Com website.  I selected the first reason code of “Product and shipping box both damaged”.On 4/22 12:52PM, Bretz RV responded via Amazon.Com messaging with the following:“Hi there [redacted], Unfortunately I cant issue a return on an item that was damaged during shipping, you will need to submit a claim to UPS.”On 4/22 12:55PM, I canceled the return request on the Amazon.Com website because I realized that I selected the wrong return reason code.On 4/22 12:56PM, I submitted a return request on the Amazon.Com website.  I selected the reason code of “Item defective or doesn’t work”.  I further included this comment: “The surfboard is cracked and damaged. The shipping box was not damaged as noted in the prior request. I picked the wrong option the first time.”On 4/25 7:26AM, Bretz RV responded via Amazon.Com messaging with the following:“Again, I cant issue a return for an item that was damaged during shipping, you will need to make a claim to UPS”On 4/25 7:34AM, I submitted an A-to-Z guarantee claim on the Amazon.Com website against this order and stated the following:“The board arrived with a large crack and was damaged and not usable. I tried twice to get the seller to accept the return and the vendor refuses saying that they don't accept returns for items damaged in transit. Since the packaging was not damaged, there is no way to confirm that the item was damaged during shipment. I need amazon's help in rectifying this situation.”On 4/26, I submitted a complaint to the Revdex.com asking for their help to rectify this issue.On 4/26, Amazon.Com wrote me a message back instructing me to send the board back to Bretz RV.On 4/26, I shipped the damaged board back to Bretz RV via UPS tracking # [redacted].  It cost me $118.54 to ship this product back.On 4/27, I disputed the charge on my DiscoverCard worried that Bretz RV would not reimburse me given their prior behavior.  I disputed this charge with the reason “damaged product”.On 5/2 10:52AM the package was delivered to Bretz RV and signed for by Cumfer.On 5/2 12:18PM, I sent a message to Bretz RV on Amazon.Com messaging stating:“UPS has confirmed the damaged item was delivered back to you today. Tracking # is [redacted]. Please issue a refund for the amount of the purchase plus the return shipping cost of $118.54.”On 5/22 12:55PM, Bretz RV responded via Amazon.Com messaging with the following:“done”   I have since received confirmation back from Amazon.Com showing a refund for the amount of $118.54 has been processed to me.  It has not yet shown up on my Discover account.  Also, the disputed amount for the product of $399.95 still shows up as a temporary disputed amount on my Discover account.  I am waiting for the permanent refund. At no time did I try to keep the product and not pay for it.  That is a disingenuous statement made by the vendor.  I find it quite disgusting that they would treat an honest customer in such a way.

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.
Sincerely,
[redacted]

On the afternoon of 10/7/16 Mr. & Mrs. [redacted] arrived at the RV display at the Village in Meridian. After looking around for a little bit Mrs. [redacted] asked why the one unit they wanted to look at was locked. She was informed that it was sold.  She stated something to the effect that the...

only one they wanted to look at was sold. Daren A[redacted] said he could open the trailer and that it was a very popular model.  After spending quite some time 2-3 hours going over the trailer it was determined that this was the one they wanted or one just like it. It was suggested that the [redacted]s could get the identical floorplan of the trailer they were in.  They were told they would have to put a down payment on the unit to make it "Theirs". Mr. & Mrs. [redacted] then sat down in the trailer with Daren and filled out a work sheet making an offer to purchase an incoming trailer. The sales manager Kalen S[redacted] sent out some payment options which the [redacted]s agreed to. A Purchase Agreement(attached)  was printed and signed by the [redacted]s showing a non-refundable down payment of $5000.00. Kalen S[redacted] then sat down with [redacted] in the trailer while [redacted] continued to look around the trailer. Kalen presented the Statement of Understanding (attached) which clearly states:NO COOLING OFF PERIOD, Idaho law does not provide for a “cooling off” or other cancellation period for vehicle sales.  Therefore, you cannot later cancel the contract simply because you change your mind, decide the vehicle costs too much, or wish you had acquired a different vehicle.  You may only cancel this contract with the agreement of the seller or for legal cause, such as fraud, after the purchase agreement has been signed. Paragraph 2. This information was not only read to Mr. [redacted] it was also signed and initialed by both ** and [redacted].  Mrs. [redacted] indicated that it was past closing time and they felt rushed when I spoke with her. The actual sale was completed before 6:30 and the Display didn't close that evening until after 8PM.