Burlington RV Superstore Inc.

Revdex.com:
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
This business still refuses to take any responsibility in this matter. To simply refund only the purchase price minus tax, tag, title etc., means they are assuming no responsibility for their mistake. Understanding that the customer has not made any error and it was the business, they must accept responsibility for this and THEY, not the customer, must assume responsibility for selling me a camper that was different than what I paid for. I spent hundreds of dollars in fees, taxes, title, as well as time, gas money, and mileage. And they think it is acceptable for me to spend more money driving the camper back, while they are out nothing for my trouble? I don't think so. That's not how it works. They made the mistake, not me. They must pay for their error. NOT ME
Regards,
Adam ***

On October 22, *** *** entered into a contract to purchase a Jayco Jayfeather xtravel trailerHis total cash price was $20,On October 26, he contacted to cancel his contractWe keep meticulous records of all correspondence and a Cancelled Deal Form was generating stating
exactly what the customer told our representative which was that the reason he was cancelling was that "he may lose his job"He was informed at that ***e, as all customers are informed as standard operating procedure, that as the law provides we will retain 5% of the earnest money deposit but that when the customers situation allows we will reapply the 5% to the purchase of another RVWe are very specific with all customers that we are not required by law to do this but that we will apply a deposit to a future RV purchase without ***e limitsMr***'s statement that he was not told this is simply not trueWe do not nor have we ever applied a retained deposit for parts and accessories from our store. This transaction took place over years agoMr*** was refunded a portion of his deposit in the amount of $which was the amount that exceeded the 5% Penalty for Cancellation that again is in writing on his contract as provided for in the laws of the State of Wisconsin. In closing, Burlington RV very rarely ever has to retain a deposit but on that rare occasion we are always fair and compassionate with our customersTo make a statement that "not even a slight bit of empathetic as to my current situation , all he cared about was his money" is not trueI personally was never asked to speak to Mr*** and he did not make arrangements to speak to me about his job lossWe followed procedure with Mr***Fast forward to his request yesterday, again it has been over two years since we have had any contact from Mr***We follow the same procedure with any customer with respect to cancellations and we do not apply forfeited earnest monies to dish network portable systemsOur position on this remains the same*** ***

Mr. [redacted] contacted our sales person Candice about a used travel trailer we had. he asked if it had a king bed. The salesperson went online with Jayco and thought it did. King beds come in various sizes in our industry as these are RV's not houses. She told him it was an a king bed. Mr. [redacted] came...

to our store to look it over and decided to purchase it. He went thru an extensive orientation of the RV on how everything worked. Clearly if the bed size was a problem Mr. [redacted] didn't have to purchase the RV. He did purchase it and took it home to Iowa. Now weeks later he is unhappy about the size of the bed. Mr. [redacted] went to our social media site to make him complain known. My wife and I responded to him and let him know we were sorry for the misunderstanding and that Candice was not a dishonest person and simply was mistaken on the size of the mattress. Mr. [redacted] was thrilled with everything including the way he was treated and let Candice know that before he left. Now weeks later we recieve this complaint. Since his license and title work is complete he has title to the RV in Iowa. We offered to allow him what he paid for the RV on trade on another one that world fit his needs of equal or greater value. We do believe that Mr. [redacted] should bear some of the responsibilty here since he spent hours in the RV here before he payed for it. Agaiin RV mattresses are not the same size as home style mattresses so what manufactures call RV King or RV queen is truly subjectiive. again she did think it was but Mr. [redacted] could have determined while he was here that it was big enough for him. We have already indicated to him that we will help him with a trade.

I have attempted to work with Adam on resolving this. It is very difficult to work with someone who appears to only want to defame anyone who doesn't agree with his point of view. The camper he purchased is a 2006 Jayco 213 and the only bed size that was available in this model in 2006 was the bed size that was in it and Jayco indicated to us when we contacted them on the bed size that is was an RV King. We simply passed along the information. if the information is inaccurate we do take responsibility for passing it along but that does not make honest people liars. A lie is an intentional deception. This was not a lie.  I have spoken to Adam on the phone and we have had an email exchange expressing our sides of the issue. My last offer to Adam was to refund his purchase price which is what he has indicated in this complaint in the full amount of $6837 and allow him to find another camper. Adam's response to this offer was that he would keep the camper and trade it next year and he wanted me to give him almost $2300 additional. Again the amount he indicated in this complaint was $6837. I let him know that I would give him the full $6837 and he could find the camper he is looking for. I feel refunding the purchase price in this claim is fair and honest and is in keeping with our Christian values.

I have attached a copy of the purchase agreement. Mr. [redacted] was refunded $994.20 by check on October 30, 2012 and personally picked up and subsequently cashed the check.

I do not have a copy of the contract. I am sure the guy at the dealership can provide that.

Review: We purchased a 2002 class c motorhome 7/23/13 that we were told by the salesman that it was fully & professionaly inspected and the motrthome had no need of repairs on roof. We were told they performed a roof inspection and that is was satisfactory and that there were no concerns or repairs that we as buyers needed to be concerned about. We were also told that their service technicians performed a thorough inspection and we placed out trust & faith in Burlington rv's statements to us regarding the Rv's roof condition. However on 10/14/13 we were told by [redacted] in Oak Creek Wi that the motorhome actualy needed a entire roof replacement due to wood rotting and deterioration. This is a condition that would have been easily recognized by any professional or experienced Rv facility which Burlington Rv claims to be. We are told proper repairs to the roof of our recently purchased motorhome will be aprox $4100 including materials & labor. Rotten wood boards need to be replaced and a new rubber membrane installed. we made personal contact with Burlington Rv about our dilemema on 10/15/13 but their response was.... it is not a "Priority" to them. They appear to be not interested in providing a fair resolution in this matter and unfortunately appear to not be concerned about doing anything to correct this situation. We have always respected this business establishment and still leave hope for a proper resolution in this matter. This was a major financial expenditure of my wife & I of $30,000 and now we find it was purchased with a damaged roof requiring an additional expense of $4100. Once again we placed our faith & trust in the statements of Burlington Rv indicating the motorhomes acceptable condition which turned out to be misleading and false.Desired Settlement: We are asking for a fair and reasonable resolve to our Motorhomes's damaged roof since we placed our faith & trust in Burlington's Rv's false statements this is a VERY MAJOR repair which should have been disclosed to my wife & I prior to purchase. We find Burlington Rv's conditional report of the motorhome to be false and misleading.

Thank-you

Business

Response:

Thank you for the opportunity to respond to this complaint. My response is very simple. This concern was brought to the attention of the salesperson that sold this ** on 10/15/2013. The complainant was informed that his manager was not in on Tuesdays and would discuss it with him when he returned on Wednesday 10/16/2013 and would then have someone contact them. At no time did he tell them this was not a "priority". These words were never spoken. I believe it is sad when a customer feels that rather than allowing a business a reasonable opportunity to respond to an issue, a complaint to the Revdex.com is filed. At no time since this customer took delivery of this motor home have they contacted us to look at their roof. Had they made us aware of the problem we would have asked them to bring it in and we would look at it and offer solutions to the problem. That being said, our company takes all customer issues very seriously and would have been dealt with promptly and professionally. We are anxious to work with the customer to resolve the problem but we must see the motor home to understand what the problem is. We will contact the customer and make the necessary arrangements to evaluate the issue the customer is having with the roof. Thank you.

Consumer

Response:

Review: I went to the dealership a couple of years back to purchase a travel trailer, I put money down and was ready to proceed with the transaction until I lost my job due to a company downsizing. [redacted]" would not refund my money because I signed a contract, not even a slight bit empathetic as to my current situation, all he cared about was his money. The salesman at the time told me that I would however be able to use this money on a future purchase. Fast forward to yesterday. I call the dealership to use my money to purchase a dish network portable system. I am bounced around between a few different employees and finally talk to a very nice individual in their accounting department who tells me that the business manager can not authorize this and that she has to talk to [redacted]. Of course, [redacted] is not professional enough to call me himself and tell me that I can only use that money towards the purchase of a new camper (which this was never told to me nor was I given this information in writing), he has the gal from accounting call. I requested she have him call me, go figure no call. I am very frustrated at this point as I currently live in the [redacted] area and am not/nor will I drive 10 hours to purchase an rv from this dealership.Desired Settlement: Allow me to use the money in the parts department, either way the dealership is making money off of me. The parts department should have a higher profit margin anyway.

Business

Response:

On October 22, 2012 [redacted] entered into a contract to purchase a 2013 Jayco Jayfeather x213 travel trailer. His total cash price was $20,116. On October 26, 2012 he contacted to cancel his contract. We keep meticulous records of all correspondence and a Cancelled Deal Form was generating stating exactly what the customer told our representative which was that the reason he was cancelling was that "he may lose his job". He was informed at that [redacted]e, as all customers are informed as standard operating procedure, that as the law provides we will retain 5% of the earnest money deposit but that when the customers situation allows we will reapply the 5% to the purchase of another RV. We are very specific with all customers that we are not required by law to do this but that we will apply a deposit to a future RV purchase without [redacted]e limits. Mr. [redacted]'s statement that he was not told this is simply not true. We do not nor have we ever applied a retained deposit for parts and accessories from our store. This transaction took place over 2 years ago. Mr. [redacted] was refunded a portion of his deposit in the amount of $994.20 which was the amount that exceeded the 5% Penalty for Cancellation that again is in writing on his contract as provided for in the laws of the State of Wisconsin.

Review: I have taken my camper to this dealership 2 times for a faulty valve. Both times was assured this was tested prior to install and it still leaks.Desired Settlement: I would like a new tested valve sent to me and 2 gallons of RV winterizer sent to my house. So I can fix the valve properly.

Business

Response:

Burlington RV's winter hours are Tuesday thru Saturday 9 to 5 beginning November 1st thru February 28th. I will look into this first thing tomorrow AM and contact the customer to discuss a resolution. Thank you. [redacted].

Business

Response:

On Tuesday AM I spoke with service writer [redacted] and asked him to contact Mr. [redacted] and set up a time for the RV Technician who originally worked on Mr. [redacted]s RV to perform a mobile service to the customers home and fix the problem. I informed the service writer that because this was a repair that was performed using an Extended Service Agreement that we would need to verify the part failure for this to be covered. Mr. [redacted] was upset that we did not contact him in the morning but in my reply I did not indicate I would be contacting him in the morning. I indicated I would look into this matter in the AM and then we would contact him with a resolution. Our service writer contacted him at 12:30PM with the offer to come to his home and make the necessary repairs. Mr. [redacted] verified that this was acceptable and a time was set for Thursday evening. Today on Wednesday we receive notice that Mr. [redacted] is calling my Service Writer a liar. He did not lie and told Mr. [redacted] exactly what we discussed which was that the Extended Service Company would require us to necessitate the repairs and that they would not cover this by simply boxing up the part and sending it to the customer. I frankly felt we were providing a solution that was good customer service and compliant to what our understanding from the Extended Service Provider required. I called Mr. [redacted] myself this AM to clarify with him what his concerns were and find out why this resolution was now unacceptable. He indicated he is unhappy with a former employee and simply wants the parts boxed and shipped to him. I apologized for his past experience with our former employee and let him know that I would box up the parts and send them to him. I do have to say that claims of lying to a customer is something I take very personally. It is not lying if the person believes what they are saying to be true. I do not lie to customers and neither did [redacted] lie to Mr. [redacted]. He simply told him what he understood to be the policy of the Extended Service Provider.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.