First I would like to personally apologize for the experience you’ve had at our dealership We are currently in the process of changing our processes to minimize scenarios like yoursUnfortunately changing the 25yr old processes, which had served us well up to this point, is taking longer and proven to be more difficult than expectedI am confident that we will achieve success in the very near futureOur goal is to have every customer experience be the very best it can be I understand your frustrations and agree that refunding the labor charge is fair compensationI will be sending you a check on 6/25/
I understand that there were repairs we had to address twiceI also understand the even though they were cosmetic, they are still frustratingEven though the trips you’ve made to Rocky Mountain RV for repairs included those items they weren’t sole reason for your trip, you would have made the trip for the other items anywayI think paying for your fuel and flat tire inconvenience was justifiably fair However, your request for $is so unreasonable that unfortunately I am not able to accommodate your requestYou have now joined an elite few that couldn’t be satisfied by Rocky Mountain RV All of us here still wish you happiness in all of your future camping endeavors / [redacted] Style Definitions */
I’m sorry for the frustrations this consumer is experiencing with his refrigeratorUnfortunately the RV refrigerators do have an inherent problem after they reach a certain ageThat problem is flakes of rust falling onto the burner from the flute tube directly above itThis is easily identified
on most every frig by simply sliding the burner hole cover off to one sideNo tools required and is done in in less than secondsThis is the very first step when repairing refer problems on gas and I am certain our tech didn’t refuse to check thatUnfortunately this was not the problem on this referThere was a bad ground, but, as the consumer mentioned, we found that bad ground after replacing the circuit boardI cannot be 100% sure that the ground wasn’t the complete problem but it appears to be the most likely causeAgain I am sorry for the frustrations this repair has caused and am agreeable to the customer’s solution of a $refund to his credit card
Complaint: ***
I am rejecting this response because:Rocky Mountain RV and Marine absolutely misleads and deceives, as has been shown in the GM’s numerous contradictory responsesSince my initial complaint, there have been numerous complaints against RMRV by other unsatisfied customers with the most common result being, RMRV is unwilling to accept any responsibility and instead, blames the manufacturers of air conditioners, trailers, or the purchaser of their unitsIn my situation, RMRV initially blamed trees at their lot, (Attorney General reply June 7, 16) then suggests it’s “highly unlikely” the scratches are a result of the treesThen in my complaint to Revdex.com, RMRV again goes back to their claim of trees being the cause by stating “the scratches looked like they were caused by tree branches” (Revdex.com March 23, 17)At the same time, RMRV suggests the existing problems are a result of operator errorBut when I inform RMRV that I have been an appliance repairman since 1983, and I hardly need to be re-educated on how an on and off switch works, they now put the blame on “increased demand on the converters in the newer trailers”This is just a few examples of RMRV’s misleading and deceptivenessYou can find a pattern of RMRV’s unwillingness to accept any responsibility by reviewing current and past complaints against this companyThey absolutely are deceptive.As for me accusing RMRV of being dishonest and criminal, that is not accurateI have SHOWN that RMRV is dishonest and deceptiveI never mentioned the word criminalPerhaps that is the GM’s conscience speakingThough I’m sure many neutral individuals would probably come to that same conclusion.Yes, this all could have been remedied months ago if RMRV had an honest GMThe salesman and service manager both said they would “make things right” when the issue first arose days after the purchaseNeither questioned anything nor said a single word other than making things rightIt appeared everything was going to be resolved until the GM got involved on April 29, He immediately accused me of being responsible for the scratches and cracked trim, which was somehow also magically repairedThe GM claims I was upset because they wouldn’t give me a new trailer based on the pictures but he goes ahead and accuses me of being the cause of the scratches and says it’s an insurance claim issue based on these same picturesFrom that point on, the GM did nothing but deceive and deflect any responsibility for anything relating to the camper and the ONLY offer he made was to buff out the scratchesThis is the reason I contacted the Manufacturer to get their authorization to take the trailer to a reputable repair shop which was granted, and they also made the recommendationIn regards to the refrigerator, during the walk through, the RMRV representative informed me the refrigerator has one switch that simply turns the unit on or offShe also stated that it switches to gas automatically when AC is disconnectedSo is this unit automatic or not? Automatic has only one meaning and that is nothing is required from the operator but turning the unit onAnd yes, there are a few possibilities for an air conditioner to not work properlyAn “increased demand on the converters in the newer trailers” is not one of themThey still require the same amperage to start upUsually, when an air conditioner is drawing to much current, that could point to a weak or faulty regulator, or worse, a tight or weak compressor which requires more current (amps) to kick onNow if the converter cannot supply the correct cranking amps, then it’s possible the converter itself is weak or has some other problem.RMRV claims they are willing to assist me with my issues with this trailer yet they have not once addressed the fact that because of all the minor and major issues this trailer has had and still has, this trailer has essentially been rebuiltI did not go into RMRV to purchase a damaged trailer, nor a rebuilt unitI went in to purchase a BRAND NEW trailer and that is what I expect to receiveI tried for months to work with RMRV filing complaints with the Attorney General’s office, the Manufacturer and now the Revdex.com providing evidence this trailer was damaged and numerous items defective yet RMRV refuses to take any responsibility and continues to operate dishonestly and deceptivelyAll this deception is clearly documented within all these complaintsI will not support such a dishonest operation now or ever and the only solution is total reimbursementI will not be silenced and will use every option available to me, including the media and legal means until this issue is adequately resolved.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
*** ***,In response to your letter, dated December 15, and received December 21, 2015, regarding complaint ID#***,We realize that having an auto accident is a difficult time for our customers and we make every effort to streamline the repair process to the best of our abilitiesThe
customers vehicle, *** ***, was towed in on November 10, 2015, due to the extent of the damages, the vehicle required disassemble to prepare a complete and accurate estimate which often requires multiple daysAfter disassemble, completing the estimate, checking on parts availability and expected delivery dates, parts were ordered and Marlboro Auto Body contacted the customer on November 18, This part of the process did take extra time as our shop was operating at a high volumeAt this time, our records indicate that repairs were expected to take to weeks.*** is a quality manufacturer but obtaining parts can be a challengeThis manufacturer does not stock many parts, parts are ordered by the *** parts supplier, orders are only accepted on days out of the week and are often expected to deliver a week after orderedOur shop contacted multiple suppliers to try to expedite this process and get parts in a timely manner as possible, even with this we had multiple delays including parts on back order taking several weeks to deliverDuring reassembly of the vehicle, one part was found to have a malfunction and had to be reordered, adding extra time to the repair process,Our shop was in contact with not only the customer but also both of her parentsDelays were explained to each but unfortunately, there were delays beyond our control during the repair process which kept extending the completion dateThese delays include multiple vehicle part delays and holiday business gestures.Marlboro Auto Body was informed that the customers rental vehicle coverage had expired and although many delays were beyond our control, we have kept the customer in a rental vehicle at no cost to the customer.Every effort is being made to Complete the repairs on this vehicle for the customer as quickly as possiblePlease let us know if you have further questions.Sincerely,William S***
Tell us why hereI understand your frustrations and am very sorry the repair isn’t going a smoothly as you deserveWe have been actively working with the manufacturer to resolve your issuesThe manufacturer has agreed to transport your trailer back to the factory to repair of all your issues in
addition to extending the warranty on your trailerThe factory is confident that none of the pending repairs compromise its structural integrity and agreed to let you use the trailer this summer and preform these repairs in the off seasonAgain I would like to apologize for our lack of communication throughout this process and offer you the followingUpon return from the factory, Rocky Mountain will re-check the systems operations, have your trailer detailed and give you a $gift card
Complaint: [redacted]
I am rejecting this response because: Rocky Mountain RV is still unwilling to take responsibility. I agree the service contract is a valuable asset, and I will be using as the fridge is still acting up (brought to Rocky Mountain RV 2 times for fridge issue). Don't worry about reimbursing me for the warranty. I never thought you would anyway. After all I received a bill for warranty repairs while my RV was still at Rocky Mountain RV for warranty repairs. Rocky Mountain RV told me that the manufacture would not cover the repairs, when I spoke to the manufacture they stated the claim was never submitted, and to have Rocky Mountain RV submit the claim, and that the claim would be covered under the warranty.As far as $70.00 to compensate me for transportation, that's a joke (I hope). It takes 2 hours round trip, plus fuel, 10 miles to the gallon, over 50 miles round trip, at $3.50 - $4.00 a gallon. The math does not add up, $70.00 barely covers the fuel.As for the flat tire, $100 works per flat, but it was 2 flat tires not 1 flat tire.I have spent 16 hours completing the repairs to the rear bunk windows. This repair was suppose to be completed by Rocky mountain RV on more than 1 work order, but was not completed.So this brings us to what would be satisfactory for the time I have spent completing the work that was suppose to have been completed by Rocky Mountain RV, and transportation. I arrive at $2,200.00 as a satisfactory total.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I will begin by directly addressing RMRV’s response. As mentioned in my previous complaint to the Attorney General’s office, the Manufacturer and with the Revdex.com, RMRV has proven to be a very dishonest and deceptive business so I do not want anything to do with this company now or ever. In my discussion with the Manufacturer, the Manufacturer AUTHORIZED and RECOMMENDED a reputable dealership/shop to do all the analysis and repair work. As listed in my initial complaint with the Revdex.com, there were numerous issues that required major work which would suggest the camper was rebuilt, rather than repaired.RMRV was contacted within five days of the first scratches being exposed. I did contact them by phone within three days, but was told the salesman works from Thursday through Sunday, which is why I waited a couple of days. I’ve explained clearly numerous times the initial reason I insisted on a new camper. So again, I traded in another camper that had a seal which had opened and allowed water to enter in between the front outer shell. This caused warping in the front of the camper. With the supposed “new” camper, along with scratches that were gradually exposed after rain and snow, a cracked trim at the rear was also exposed. Despite the seal clearly been repaired, this still left a compromised seal which could result in the same issue I had with my trade in, so I was in no way willing to take that chance on a “new” camper having the same issue. Not until we used the camper, did all the other numerous issues arise that required a partial rebuild of this camper. It is unconscionable that anyone should be sold a camper as ”new”, with the same potential major issue as a previous camper and with so many issues it had to basically be rebuilt, and still have unrepaired issues.When I first reported the scratches to the salesman, he immediately told me not to worry, just bring in the camper and RMRV would make things right. I made it known to the salesman if the scratches were exposed when I picked up the camper, I would not have accepted this camper. The following week when I happened to be in Albuquerque, I stopped by RMRV to discuss these issues. The salesman introduced me to the service manager who likewise told me they would make things right. I also told him I would not have accepted the camper if the scratches were exposed. So initially, RMRV was willing to address the scratches by “making things right”. But after my meeting with RMRV, more scratches were exposed all the way to the back of the camper. While inspecting the back of the camper, I noticed the cracked trim and compromised seal. I called the salesman and told him I was not willing to accept the camper because this potentially would result in the same issue I had with my trade in. This is when the General Manager got involved. Instead of willing to help, the General Manager tries to put the blame on me by stating this is not a RMRV issue but an insurance claim issue, suggesting I wrecked the camper. Here is the text by the GM blaming me: ”… In regards to the compromised factory seal, any dealership that has been in business over three years can seal a trailer BETTER than every factory does during manufacturing. All signs of your complaint point to an insurance claim, not a dealership conspiracy against you”. So the GM’s statement that RMRV was always willing to address the issues is false. And further, the statement shows the GM defending their seal repair. Again as previously stated, I would voluntarily take a polygraph along with my daughters and would challenge the GM and others, to do the same.RMRV claims the scratches look like tree branches. On the contrary, RMRV packs the multitude of camper very tightly in their lot. These scratches are without a doubt, a result of this camper being brushed up against another camper while this or the other camper being moved. As a former auto body repairman, I know waxing/polishing then buffing a vehicle will temporarily hide scratches. Unfortunately, it is not a permanent solution as shown with RMRV hiding the scratches on this camper only for the scratches to reappear after a rainfall. RMRV suggesting they “agreed to replace the cracked trim and reseal any and everything that is needed” is a flat out lie. Following is the ONLY solution RMRV offered which is recorded in the Attorney General complaint: ”… I find it hard to believe that the scratches were not noticed by any of the 4 employees or the [redacted] family during this process. I even looked into the possibility that the customer could have gotten too close to the trees that line our drive way when he first towed his unit home, see attached picture. Although both appear highly unlikely, I would like to give Mr. [redacted] the benefit of doubt and offer to buff the scratches out as best we can”. And while preparing to leave with the camper, I noticed an unsealed seam that was sealed in my presence that none of his “4 employees” noticed, so that in itself suggests it’s highly likely they missed or knew about the scratches. Again, I will willingly submit to a polygraph and would challenge RMRV to do the same. As for RMRV suggesting the existing issues are operator error, this statement would be comical if not so insulting. I have been repairing all major home appliances since 1983. The two major issues involve the air conditioner and the refrigerator. The only function for the operator is to simply turn the unit on. This requires an on and off switch. For someone knowing the ins and outs of bigger and more complex units, operating an on and off switch is hardly something I need to be ‘re-educated’ on.Finally, as for RMRV stating; ”factories do not have a return policy”. I would remind RMRV, I did not purchase the camper from the manufacturer, I purchased it from them. Instead of them unloading a known damaged camper on me, they should have given me a NEW camper as the contract states. By RMRV agreeing to take a polygraph, this would exonerate them if they are in fact innocent; otherwise, it will show how dishonest and deceptive they truly are.I have been trying to get the only acceptable resolution with RMRV for 11 months only to be treated unfairly. I went in to purchase a brand NEW camper, but was given a camper most likely used a demo with numerous minor and major issues, most repaired or rebuilt, but some still existing. Despite having clearly shown the issues were present prior to me taking possession of the camper and filing complaints to RMRV, the Attorney General, and now the Revdex.com all I get from RMRV is constant deception. I believe RMRV is hiding behind the mediation clause of the contract thinking they are protected from having to operate with integrity. From one filing to the other, the GM of RMRV says one thing then apparently forgets what he said because he says something totally different in another filing. All this is recorded in my complaints with RMRV and the two government agencies. Unless these agencies actually investigate these complaints, businesses like RMRV will continue to operate deceptively and dishonestly. And with numerous complaints against RMRV, past and present, they have a history of misleading and/or deceptive practices. Again, I challenge RMRV to take a polygraph. This is the only way the truth will come out since they insist on continuing to deceive.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Complaint: [redacted]
I am rejecting this response because:Rocky Mountain RV is still unwilling to take any responsibility. I doubt it is an elite few that are not satisfied with the service they have received from Rocky Mountain RV. The fact that you feel it is acceptable for your customer to complete repairs that were stated to have been completed by Rocky Mountain RV shows how little you value your customers. I'm sure you billed the manufacture for the repairs, and paid a tech to perform the repairs, sadly they were never completed correctly. The last 2 times I brought my RV back to Rocky Mountain RV were for items that Rocky Mountain RV failed to repair correctly on previous trips. I feel that Rocky Mountain RV has more than a $170.00 of responsibility. You state that $2,200.00 is unreasonable, I feel $170.00 is unreasonable. What do you feel is a reasonable, and fair amount? $1,100.00?? What amount is fair, and reasonable??
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
I understand that there were repairs we had to address
twiceI also understand the even though they were cosmetic, they are still
frustratingEven though the trips you've made to Rocky Mountain RV for repairs
included those items they weren't sole reason for your trip, you would have made
the trip for the other items anywayI think paying for your fuel and flat tire
inconvenience was justifiably fair
However, your request for $is so unreasonable that unfortunately
I am not able to accommodate your requestYou have now joined an elite few
that couldn't be satisfied by Rocky Mountain RV
All of us here still wish you happiness in all of your future
camping endeavors
First I would like to personally apologize for the
experience you’ve had at our dealership.
We are currently in the process of changing our processes to
minimize scenarios like yours. Unfortunately changing the 25yr old processes,
which had served us well up to this point, is...
taking longer and proven to be
more difficult than expected. I am confident that we will achieve success in
the very near future. Our goal is to have every customer experience be the very
best it can be.
I understand your frustrations and agree that refunding the
labor charge is fair compensation. I will be sending you a check on 6/25/15.
[redacted],My maint. lead supervisor just went to apt [redacted] and resident said there was nothing wrong with there hot water, there is one boiler per bldg. and no other resident from that bldg. has called us or reported not having hot water. Respectfully,[redacted]Aragon Place CommunityCommunity...
DirectorREEP Equity / ManagementOffice [redacted] Mobile [redacted]San Antonio, Texas 78227[redacted]
The customer has four work orders with just over 50 jobs
between them. In my review of the jobs I could not find one that had to be
repaired a second time. The vast majority of the repairs are cosmetic. Being
cosmetic repairs they require the specific style and color replacement from...
the
factory and most of the time the factory has to order it from their supplier. Only
two or three of the jobs were of the nature to keep the customer from using the
trailer, and those jobs were completed with parts in stock from our parts
department. The customer was more than welcome to use the trailer while the
cosmetic items were on order.
I’ve worked here for
29 years and never seen where we’ve ever used a nail. It is very hard to
believe the nail in your tire came from our lot.
I don’t understand the customer’s request for reimbursement
of the extended service agreement. He stated he purchased the agreement to
protect him against what might go wrong with the trailer after the warranty
expires. Which is great thinking from responsible consumers. His extended
service agreement will cover his trailer until August 2019. It appears the
customer thinks Rocky Mountain has devalued the agreement in some way. I would
need further explanation as to why the customer believes we should reimburse
him for the full $2,069.00 purchase price of the 5 year service contract.
I have no problem reimbursing the customer for the
transportation cost to bring his trailer to us a second time for the same
repair. What’s fair is fair and I believe if we make a mistake that we will
make it right. The customer will have to show me where that happened because I
couldn’t find it.
As I stated in my first response I will be glad to reimburse
the customer for transportation cost for returning a second and third time to
have the same repair addressed, cosmetic or not. It wasn’t evident to me by the
work orders that there was such an instance. I’ll have a $70.00 check in the
mail by May 15th, 2015.
My reference to the number of repairs being cosmetic was to
point out that the trailer was not rendered unusable and while parts were on
order and it could have been used. While Rocky Mountain RV doesn’t mind storing
your unit while parts are on order it did not need to be here. Since the
manufacturer pays Rocky Mountain RV to perform their repairs there is no
benefit to Rocky Mountain RV by keeping units out of the customer’s hands
waiting for warranties to expire.
I am sorry about your flat tire and the time you’ve spent
working on the trailer. I do feel that Rocky Mountain RV should compensate you
for your efforts and will add $100.00 to the May 15th check.
The 5 year service contract is still a valuable asset to
have, but if the consumer disagrees, it can be cancelled for a prorated refund
and Rocky Mountain RV will reimburse the customer the full amount of his
purchase price.
Complaint: [redacted]
I am rejecting this response because:
If it's not fixed in six days I will let you guys (Revdex.com) know because I feel this is unacceptable if we can't get our mail then no one else should either it's amazing how they have time to walk around and remind us of when the RENT IS DUE but can't walk around and let us know about what's going on with the mailboxes, some priorities are more important than others because if people are waiting for checks to come in the MAIL how is the rent gonna get paid
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Rocky Mountain RV is not taking responsibility for my RV having to be returned for the same issue's, cosmetic, or not. The RV was returned twice for the water pump not functioning properly. During a conversation with the service staff upon returning my RV for the second time for the water pump not functioning, the service staff informed me that they had an issue with the pump before I took delivery of my RV. My RV was returned 3 times for the repairs around the windows in the rear bunk room. Upon receiving my RV back from Rocky Mountain on the last visit, the repairs around the windows had not been completed, actually no repairs were completed to the windows. I have since received the items to repair the windows myself from the manufacture. I met with the service manager to review the unsatisfactory repairs that had been completed the time before, and still received my RV with uncompleted repairs. As for the flat tires, my RV was dropped off with tires full of air pressure, and my RV was returned to me with flat tires. The only resolution offered by Rocky Mountain RV was to charge me over $100 to repair the flat tire, that happened during the time my RV was at Rocky Mountain RV. As for the extended warranty I purchased it due to the fact that Rocky Mountain RV would state they had ordered parts, but when I contacted the manufacture they stated no parts had been ordered, or that the parts had already shipped to Rocky Mountain RV. I called multiple times to get updates on the repairs to my RV, Rocky Mountain RV called 2-3 times, 1 of which was to inform me that my RV had a flat tire, and it would cost me over $100 to get it repaired, if repairable. It seemed to me that Rocky Mountain RV was working hard to keep my RV until the warranty ran out so I was unable to return under the warranty. Rocky Mountain RV never informed me that I was able to purchase an extended warranty from the manufacture for $150, but the $2,500 extended warranty was offered. I have repeatedly reached out to Rocky Mountain RV to resolve this issue, but they are unwilling to take responsibility for anything.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Tell us why here... Rocky Mountain does not mislead or deceive, and I would be glad to take a polygraph.This customer accused RMRV of being dishonest and criminal before giving us a chance to inspect his trailer, then got upset because we wouldn’t give him a new trailer from emailed pictures. If he would have brought the trailer in to us, as suggested by his salesman and the service manager, I am certain this all could have been remedied 11 months ago.FYI none of the refrigerators automatically switch to gas from the gas being turned on or from a low battery. Air conditioners will trip house breakers for numerous reasons other than a faulty AC, especially with the increased demand on the converters in the newer trailers. The trailer needs to be plugged in to at least a 30amp receptacle. RMRV remains willing to work with this customer and address any issues he has regarding this trailer.
[redacted],We have contacted the post office already and are awaiting for them to come and place there master lock on the mail box and everything should be good to go..Respectfully,[redacted]Community ManagerREEP Management| 7220 Marbach Raod| San Antonio, TX 78227[redacted] office |...
This customer has never brought the trailer to us to give us the opportunity to correct the issues he has experienced. Since the first contact the customer had with me, two weeks after his purchase, the only solution the customer would accept is a full trailer replacement. Rocky Mountain RV has...
always been more than willing to address any issues this customer has had and is having, but unfortunately the customer refuses to bring it in. By the pictures he sent to us, the scratches looked like they were caused by tree branches and did not penetrate the paint nor did they dent the metal. With this information, buffing them out is a valid solution and not a “cover up” repair at all. Unfortunately the customer refused to bring the unit in to us for more of a comprehensive inspection, therefore making it impossible to diagnose the best repair solution. We have agreed to replace the cracked trim and reseal any and everything that is needed. In regards to his concern of compromising the “factory” seal, our shop has replaced complete walls, roofs and floors before and every one of them left our shop with a better quality seal than the factory. Unfortunately, most of the issues he claims as “still existing” are operator error and can be corrected by RE-educating him on proper operation, which we will gladly do if he would only bring the trailer in to us. Unfortunately we haven’t been successful getting that to happen. Since the factories do not have a return policy I’m not sure what else we can do other than fix his issues at no charge to him.
First I would like to personally apologize for the experience you’ve had at our dealership We are currently in the process of changing our processes to minimize scenarios like yoursUnfortunately changing the 25yr old processes, which had served us well up to this point, is taking longer and proven to be more difficult than expectedI am confident that we will achieve success in the very near futureOur goal is to have every customer experience be the very best it can be I understand your frustrations and agree that refunding the labor charge is fair compensationI will be sending you a check on 6/25/
I understand that there were repairs we had to address twiceI also understand the even though they were cosmetic, they are still frustratingEven though the trips you’ve made to Rocky Mountain RV for repairs included those items they weren’t sole reason for your trip, you would have made the trip for the other items anywayI think paying for your fuel and flat tire inconvenience was justifiably fair However, your request for $is so unreasonable that unfortunately I am not able to accommodate your requestYou have now joined an elite few that couldn’t be satisfied by Rocky Mountain RV All of us here still wish you happiness in all of your future camping endeavors / [redacted] Style Definitions */
I’m sorry for the frustrations this consumer is experiencing with his refrigeratorUnfortunately the RV refrigerators do have an inherent problem after they reach a certain ageThat problem is flakes of rust falling onto the burner from the flute tube directly above itThis is easily identified
on most every frig by simply sliding the burner hole cover off to one sideNo tools required and is done in in less than secondsThis is the very first step when repairing refer problems on gas and I am certain our tech didn’t refuse to check thatUnfortunately this was not the problem on this referThere was a bad ground, but, as the consumer mentioned, we found that bad ground after replacing the circuit boardI cannot be 100% sure that the ground wasn’t the complete problem but it appears to be the most likely causeAgain I am sorry for the frustrations this repair has caused and am agreeable to the customer’s solution of a $refund to his credit card
Complaint: ***
I am rejecting this response because:Rocky Mountain RV and Marine absolutely misleads and deceives, as has been shown in the GM’s numerous contradictory responsesSince my initial complaint, there have been numerous complaints against RMRV by other unsatisfied customers with the most common result being, RMRV is unwilling to accept any responsibility and instead, blames the manufacturers of air conditioners, trailers, or the purchaser of their unitsIn my situation, RMRV initially blamed trees at their lot, (Attorney General reply June 7, 16) then suggests it’s “highly unlikely” the scratches are a result of the treesThen in my complaint to Revdex.com, RMRV again goes back to their claim of trees being the cause by stating “the scratches looked like they were caused by tree branches” (Revdex.com March 23, 17)At the same time, RMRV suggests the existing problems are a result of operator errorBut when I inform RMRV that I have been an appliance repairman since 1983, and I hardly need to be re-educated on how an on and off switch works, they now put the blame on “increased demand on the converters in the newer trailers”This is just a few examples of RMRV’s misleading and deceptivenessYou can find a pattern of RMRV’s unwillingness to accept any responsibility by reviewing current and past complaints against this companyThey absolutely are deceptive.As for me accusing RMRV of being dishonest and criminal, that is not accurateI have SHOWN that RMRV is dishonest and deceptiveI never mentioned the word criminalPerhaps that is the GM’s conscience speakingThough I’m sure many neutral individuals would probably come to that same conclusion.Yes, this all could have been remedied months ago if RMRV had an honest GMThe salesman and service manager both said they would “make things right” when the issue first arose days after the purchaseNeither questioned anything nor said a single word other than making things rightIt appeared everything was going to be resolved until the GM got involved on April 29, He immediately accused me of being responsible for the scratches and cracked trim, which was somehow also magically repairedThe GM claims I was upset because they wouldn’t give me a new trailer based on the pictures but he goes ahead and accuses me of being the cause of the scratches and says it’s an insurance claim issue based on these same picturesFrom that point on, the GM did nothing but deceive and deflect any responsibility for anything relating to the camper and the ONLY offer he made was to buff out the scratchesThis is the reason I contacted the Manufacturer to get their authorization to take the trailer to a reputable repair shop which was granted, and they also made the recommendationIn regards to the refrigerator, during the walk through, the RMRV representative informed me the refrigerator has one switch that simply turns the unit on or offShe also stated that it switches to gas automatically when AC is disconnectedSo is this unit automatic or not? Automatic has only one meaning and that is nothing is required from the operator but turning the unit onAnd yes, there are a few possibilities for an air conditioner to not work properlyAn “increased demand on the converters in the newer trailers” is not one of themThey still require the same amperage to start upUsually, when an air conditioner is drawing to much current, that could point to a weak or faulty regulator, or worse, a tight or weak compressor which requires more current (amps) to kick onNow if the converter cannot supply the correct cranking amps, then it’s possible the converter itself is weak or has some other problem.RMRV claims they are willing to assist me with my issues with this trailer yet they have not once addressed the fact that because of all the minor and major issues this trailer has had and still has, this trailer has essentially been rebuiltI did not go into RMRV to purchase a damaged trailer, nor a rebuilt unitI went in to purchase a BRAND NEW trailer and that is what I expect to receiveI tried for months to work with RMRV filing complaints with the Attorney General’s office, the Manufacturer and now the Revdex.com providing evidence this trailer was damaged and numerous items defective yet RMRV refuses to take any responsibility and continues to operate dishonestly and deceptivelyAll this deception is clearly documented within all these complaintsI will not support such a dishonest operation now or ever and the only solution is total reimbursementI will not be silenced and will use every option available to me, including the media and legal means until this issue is adequately resolved.
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
*** ***,In response to your letter, dated December 15, and received December 21, 2015, regarding complaint ID#***,We realize that having an auto accident is a difficult time for our customers and we make every effort to streamline the repair process to the best of our abilitiesThe
customers vehicle, *** ***, was towed in on November 10, 2015, due to the extent of the damages, the vehicle required disassemble to prepare a complete and accurate estimate which often requires multiple daysAfter disassemble, completing the estimate, checking on parts availability and expected delivery dates, parts were ordered and Marlboro Auto Body contacted the customer on November 18, This part of the process did take extra time as our shop was operating at a high volumeAt this time, our records indicate that repairs were expected to take to weeks.*** is a quality manufacturer but obtaining parts can be a challengeThis manufacturer does not stock many parts, parts are ordered by the *** parts supplier, orders are only accepted on days out of the week and are often expected to deliver a week after orderedOur shop contacted multiple suppliers to try to expedite this process and get parts in a timely manner as possible, even with this we had multiple delays including parts on back order taking several weeks to deliverDuring reassembly of the vehicle, one part was found to have a malfunction and had to be reordered, adding extra time to the repair process,Our shop was in contact with not only the customer but also both of her parentsDelays were explained to each but unfortunately, there were delays beyond our control during the repair process which kept extending the completion dateThese delays include multiple vehicle part delays and holiday business gestures.Marlboro Auto Body was informed that the customers rental vehicle coverage had expired and although many delays were beyond our control, we have kept the customer in a rental vehicle at no cost to the customer.Every effort is being made to Complete the repairs on this vehicle for the customer as quickly as possiblePlease let us know if you have further questions.Sincerely,William S***
Tell us why hereI understand your frustrations and am very sorry the repair isn’t going a smoothly as you deserveWe have been actively working with the manufacturer to resolve your issuesThe manufacturer has agreed to transport your trailer back to the factory to repair of all your issues in
addition to extending the warranty on your trailerThe factory is confident that none of the pending repairs compromise its structural integrity and agreed to let you use the trailer this summer and preform these repairs in the off seasonAgain I would like to apologize for our lack of communication throughout this process and offer you the followingUpon return from the factory, Rocky Mountain will re-check the systems operations, have your trailer detailed and give you a $gift card
Complaint: [redacted]
I am rejecting this response because: Rocky Mountain RV is still unwilling to take responsibility. I agree the service contract is a valuable asset, and I will be using as the fridge is still acting up (brought to Rocky Mountain RV 2 times for fridge issue). Don't worry about reimbursing me for the warranty. I never thought you would anyway. After all I received a bill for warranty repairs while my RV was still at Rocky Mountain RV for warranty repairs. Rocky Mountain RV told me that the manufacture would not cover the repairs, when I spoke to the manufacture they stated the claim was never submitted, and to have Rocky Mountain RV submit the claim, and that the claim would be covered under the warranty.As far as $70.00 to compensate me for transportation, that's a joke (I hope). It takes 2 hours round trip, plus fuel, 10 miles to the gallon, over 50 miles round trip, at $3.50 - $4.00 a gallon. The math does not add up, $70.00 barely covers the fuel.As for the flat tire, $100 works per flat, but it was 2 flat tires not 1 flat tire.I have spent 16 hours completing the repairs to the rear bunk windows. This repair was suppose to be completed by Rocky mountain RV on more than 1 work order, but was not completed.So this brings us to what would be satisfactory for the time I have spent completing the work that was suppose to have been completed by Rocky Mountain RV, and transportation. I arrive at $2,200.00 as a satisfactory total.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I will begin by directly addressing RMRV’s response. As mentioned in my previous complaint to the Attorney General’s office, the Manufacturer and with the Revdex.com, RMRV has proven to be a very dishonest and deceptive business so I do not want anything to do with this company now or ever. In my discussion with the Manufacturer, the Manufacturer AUTHORIZED and RECOMMENDED a reputable dealership/shop to do all the analysis and repair work. As listed in my initial complaint with the Revdex.com, there were numerous issues that required major work which would suggest the camper was rebuilt, rather than repaired.RMRV was contacted within five days of the first scratches being exposed. I did contact them by phone within three days, but was told the salesman works from Thursday through Sunday, which is why I waited a couple of days. I’ve explained clearly numerous times the initial reason I insisted on a new camper. So again, I traded in another camper that had a seal which had opened and allowed water to enter in between the front outer shell. This caused warping in the front of the camper. With the supposed “new” camper, along with scratches that were gradually exposed after rain and snow, a cracked trim at the rear was also exposed. Despite the seal clearly been repaired, this still left a compromised seal which could result in the same issue I had with my trade in, so I was in no way willing to take that chance on a “new” camper having the same issue. Not until we used the camper, did all the other numerous issues arise that required a partial rebuild of this camper. It is unconscionable that anyone should be sold a camper as ”new”, with the same potential major issue as a previous camper and with so many issues it had to basically be rebuilt, and still have unrepaired issues.When I first reported the scratches to the salesman, he immediately told me not to worry, just bring in the camper and RMRV would make things right. I made it known to the salesman if the scratches were exposed when I picked up the camper, I would not have accepted this camper. The following week when I happened to be in Albuquerque, I stopped by RMRV to discuss these issues. The salesman introduced me to the service manager who likewise told me they would make things right. I also told him I would not have accepted the camper if the scratches were exposed. So initially, RMRV was willing to address the scratches by “making things right”. But after my meeting with RMRV, more scratches were exposed all the way to the back of the camper. While inspecting the back of the camper, I noticed the cracked trim and compromised seal. I called the salesman and told him I was not willing to accept the camper because this potentially would result in the same issue I had with my trade in. This is when the General Manager got involved. Instead of willing to help, the General Manager tries to put the blame on me by stating this is not a RMRV issue but an insurance claim issue, suggesting I wrecked the camper. Here is the text by the GM blaming me: ”… In regards to the compromised factory seal, any dealership that has been in business over three years can seal a trailer BETTER than every factory does during manufacturing. All signs of your complaint point to an insurance claim, not a dealership conspiracy against you”. So the GM’s statement that RMRV was always willing to address the issues is false. And further, the statement shows the GM defending their seal repair. Again as previously stated, I would voluntarily take a polygraph along with my daughters and would challenge the GM and others, to do the same.RMRV claims the scratches look like tree branches. On the contrary, RMRV packs the multitude of camper very tightly in their lot. These scratches are without a doubt, a result of this camper being brushed up against another camper while this or the other camper being moved. As a former auto body repairman, I know waxing/polishing then buffing a vehicle will temporarily hide scratches. Unfortunately, it is not a permanent solution as shown with RMRV hiding the scratches on this camper only for the scratches to reappear after a rainfall. RMRV suggesting they “agreed to replace the cracked trim and reseal any and everything that is needed” is a flat out lie. Following is the ONLY solution RMRV offered which is recorded in the Attorney General complaint: ”… I find it hard to believe that the scratches were not noticed by any of the 4 employees or the [redacted] family during this process. I even looked into the possibility that the customer could have gotten too close to the trees that line our drive way when he first towed his unit home, see attached picture. Although both appear highly unlikely, I would like to give Mr. [redacted] the benefit of doubt and offer to buff the scratches out as best we can”. And while preparing to leave with the camper, I noticed an unsealed seam that was sealed in my presence that none of his “4 employees” noticed, so that in itself suggests it’s highly likely they missed or knew about the scratches. Again, I will willingly submit to a polygraph and would challenge RMRV to do the same. As for RMRV suggesting the existing issues are operator error, this statement would be comical if not so insulting. I have been repairing all major home appliances since 1983. The two major issues involve the air conditioner and the refrigerator. The only function for the operator is to simply turn the unit on. This requires an on and off switch. For someone knowing the ins and outs of bigger and more complex units, operating an on and off switch is hardly something I need to be ‘re-educated’ on.Finally, as for RMRV stating; ”factories do not have a return policy”. I would remind RMRV, I did not purchase the camper from the manufacturer, I purchased it from them. Instead of them unloading a known damaged camper on me, they should have given me a NEW camper as the contract states. By RMRV agreeing to take a polygraph, this would exonerate them if they are in fact innocent; otherwise, it will show how dishonest and deceptive they truly are.I have been trying to get the only acceptable resolution with RMRV for 11 months only to be treated unfairly. I went in to purchase a brand NEW camper, but was given a camper most likely used a demo with numerous minor and major issues, most repaired or rebuilt, but some still existing. Despite having clearly shown the issues were present prior to me taking possession of the camper and filing complaints to RMRV, the Attorney General, and now the Revdex.com all I get from RMRV is constant deception. I believe RMRV is hiding behind the mediation clause of the contract thinking they are protected from having to operate with integrity. From one filing to the other, the GM of RMRV says one thing then apparently forgets what he said because he says something totally different in another filing. All this is recorded in my complaints with RMRV and the two government agencies. Unless these agencies actually investigate these complaints, businesses like RMRV will continue to operate deceptively and dishonestly. And with numerous complaints against RMRV, past and present, they have a history of misleading and/or deceptive practices. Again, I challenge RMRV to take a polygraph. This is the only way the truth will come out since they insist on continuing to deceive.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Complaint: [redacted]
I am rejecting this response because:Rocky Mountain RV is still unwilling to take any responsibility. I doubt it is an elite few that are not satisfied with the service they have received from Rocky Mountain RV. The fact that you feel it is acceptable for your customer to complete repairs that were stated to have been completed by Rocky Mountain RV shows how little you value your customers. I'm sure you billed the manufacture for the repairs, and paid a tech to perform the repairs, sadly they were never completed correctly. The last 2 times I brought my RV back to Rocky Mountain RV were for items that Rocky Mountain RV failed to repair correctly on previous trips. I feel that Rocky Mountain RV has more than a $170.00 of responsibility. You state that $2,200.00 is unreasonable, I feel $170.00 is unreasonable. What do you feel is a reasonable, and fair amount? $1,100.00?? What amount is fair, and reasonable??
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
I understand that there were repairs we had to address
twiceI also understand the even though they were cosmetic, they are still
frustratingEven though the trips you've made to Rocky Mountain RV for repairs
included those items they weren't sole reason for your trip, you would have made
the trip for the other items anywayI think paying for your fuel and flat tire
inconvenience was justifiably fair
However, your request for $is so unreasonable that unfortunately
I am not able to accommodate your requestYou have now joined an elite few
that couldn't be satisfied by Rocky Mountain RV
All of us here still wish you happiness in all of your future
camping endeavors
First I would like to personally apologize for the
experience you’ve had at our dealership.
We are currently in the process of changing our processes to
minimize scenarios like yours. Unfortunately changing the 25yr old processes,
which had served us well up to this point, is...
taking longer and proven to be
more difficult than expected. I am confident that we will achieve success in
the very near future. Our goal is to have every customer experience be the very
best it can be.
I understand your frustrations and agree that refunding the
labor charge is fair compensation. I will be sending you a check on 6/25/15.
[redacted],My maint. lead supervisor just went to apt [redacted] and resident said there was nothing wrong with there hot water, there is one boiler per bldg. and no other resident from that bldg. has called us or reported not having hot water. Respectfully,[redacted]Aragon Place CommunityCommunity...
DirectorREEP Equity / ManagementOffice [redacted] Mobile [redacted]San Antonio, Texas 78227[redacted]
The customer has four work orders with just over 50 jobs
between them. In my review of the jobs I could not find one that had to be
repaired a second time. The vast majority of the repairs are cosmetic. Being
cosmetic repairs they require the specific style and color replacement from...
the
factory and most of the time the factory has to order it from their supplier. Only
two or three of the jobs were of the nature to keep the customer from using the
trailer, and those jobs were completed with parts in stock from our parts
department. The customer was more than welcome to use the trailer while the
cosmetic items were on order.
I’ve worked here for
29 years and never seen where we’ve ever used a nail. It is very hard to
believe the nail in your tire came from our lot.
I don’t understand the customer’s request for reimbursement
of the extended service agreement. He stated he purchased the agreement to
protect him against what might go wrong with the trailer after the warranty
expires. Which is great thinking from responsible consumers. His extended
service agreement will cover his trailer until August 2019. It appears the
customer thinks Rocky Mountain has devalued the agreement in some way. I would
need further explanation as to why the customer believes we should reimburse
him for the full $2,069.00 purchase price of the 5 year service contract.
I have no problem reimbursing the customer for the
transportation cost to bring his trailer to us a second time for the same
repair. What’s fair is fair and I believe if we make a mistake that we will
make it right. The customer will have to show me where that happened because I
couldn’t find it.
As I stated in my first response I will be glad to reimburse
the customer for transportation cost for returning a second and third time to
have the same repair addressed, cosmetic or not. It wasn’t evident to me by the
work orders that there was such an instance. I’ll have a $70.00 check in the
mail by May 15th, 2015.
My reference to the number of repairs being cosmetic was to
point out that the trailer was not rendered unusable and while parts were on
order and it could have been used. While Rocky Mountain RV doesn’t mind storing
your unit while parts are on order it did not need to be here. Since the
manufacturer pays Rocky Mountain RV to perform their repairs there is no
benefit to Rocky Mountain RV by keeping units out of the customer’s hands
waiting for warranties to expire.
I am sorry about your flat tire and the time you’ve spent
working on the trailer. I do feel that Rocky Mountain RV should compensate you
for your efforts and will add $100.00 to the May 15th check.
The 5 year service contract is still a valuable asset to
have, but if the consumer disagrees, it can be cancelled for a prorated refund
and Rocky Mountain RV will reimburse the customer the full amount of his
purchase price.
Complaint: [redacted]
I am rejecting this response because:
If it's not fixed in six days I will let you guys (Revdex.com) know because I feel this is unacceptable if we can't get our mail then no one else should either it's amazing how they have time to walk around and remind us of when the RENT IS DUE but can't walk around and let us know about what's going on with the mailboxes, some priorities are more important than others because if people are waiting for checks to come in the MAIL how is the rent gonna get paid
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Rocky Mountain RV is not taking responsibility for my RV having to be returned for the same issue's, cosmetic, or not. The RV was returned twice for the water pump not functioning properly. During a conversation with the service staff upon returning my RV for the second time for the water pump not functioning, the service staff informed me that they had an issue with the pump before I took delivery of my RV. My RV was returned 3 times for the repairs around the windows in the rear bunk room. Upon receiving my RV back from Rocky Mountain on the last visit, the repairs around the windows had not been completed, actually no repairs were completed to the windows. I have since received the items to repair the windows myself from the manufacture. I met with the service manager to review the unsatisfactory repairs that had been completed the time before, and still received my RV with uncompleted repairs. As for the flat tires, my RV was dropped off with tires full of air pressure, and my RV was returned to me with flat tires. The only resolution offered by Rocky Mountain RV was to charge me over $100 to repair the flat tire, that happened during the time my RV was at Rocky Mountain RV. As for the extended warranty I purchased it due to the fact that Rocky Mountain RV would state they had ordered parts, but when I contacted the manufacture they stated no parts had been ordered, or that the parts had already shipped to Rocky Mountain RV. I called multiple times to get updates on the repairs to my RV, Rocky Mountain RV called 2-3 times, 1 of which was to inform me that my RV had a flat tire, and it would cost me over $100 to get it repaired, if repairable. It seemed to me that Rocky Mountain RV was working hard to keep my RV until the warranty ran out so I was unable to return under the warranty. Rocky Mountain RV never informed me that I was able to purchase an extended warranty from the manufacture for $150, but the $2,500 extended warranty was offered. I have repeatedly reached out to Rocky Mountain RV to resolve this issue, but they are unwilling to take responsibility for anything.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]
Tell us why here... Rocky Mountain does not mislead or deceive, and I would be glad to take a polygraph.This customer accused RMRV of being dishonest and criminal before giving us a chance to inspect his trailer, then got upset because we wouldn’t give him a new trailer from emailed pictures. If he would have brought the trailer in to us, as suggested by his salesman and the service manager, I am certain this all could have been remedied 11 months ago.FYI none of the refrigerators automatically switch to gas from the gas being turned on or from a low battery. Air conditioners will trip house breakers for numerous reasons other than a faulty AC, especially with the increased demand on the converters in the newer trailers. The trailer needs to be plugged in to at least a 30amp receptacle. RMRV remains willing to work with this customer and address any issues he has regarding this trailer.
[redacted],We have contacted the post office already and are awaiting for them to come and place there master lock on the mail box and everything should be good to go..Respectfully,[redacted]Community ManagerREEP Management| 7220 Marbach Raod| San Antonio, TX 78227[redacted] office |...
[redacted] fax[redacted]
This customer has never brought the trailer to us to give us the opportunity to correct the issues he has experienced. Since the first contact the customer had with me, two weeks after his purchase, the only solution the customer would accept is a full trailer replacement. Rocky Mountain RV has...
always been more than willing to address any issues this customer has had and is having, but unfortunately the customer refuses to bring it in. By the pictures he sent to us, the scratches looked like they were caused by tree branches and did not penetrate the paint nor did they dent the metal. With this information, buffing them out is a valid solution and not a “cover up” repair at all. Unfortunately the customer refused to bring the unit in to us for more of a comprehensive inspection, therefore making it impossible to diagnose the best repair solution. We have agreed to replace the cracked trim and reseal any and everything that is needed. In regards to his concern of compromising the “factory” seal, our shop has replaced complete walls, roofs and floors before and every one of them left our shop with a better quality seal than the factory. Unfortunately, most of the issues he claims as “still existing” are operator error and can be corrected by RE-educating him on proper operation, which we will gladly do if he would only bring the trailer in to us. Unfortunately we haven’t been successful getting that to happen. Since the factories do not have a return policy I’m not sure what else we can do other than fix his issues at no charge to him.