Initial Business Response /* (1000, 16, 2017/02/08) */
[redacted]Document Attached[redacted]
Customer was given a walk-thru of his unit showing everything was in working order. Once he went through the unit he signed the purchase agreement stating that Tiara RV doesn't offer warranty on this unit.. The...
warranty on the unit is through CrossRoads RV - XXX-XXX-XXXX. I have attached a copy of the delivery acceptance signed by Mr. [redacted]. Manufacturer warranty doesn't not cover mobile service. We did send a service out to try to help the customer and he refused their service. The issues Mr. [redacted] had are covered by manufacturer warranty and we would be glad to submit claims, if he would like to schedule an appointment or he can call the manufacturer and find a closer repair facility.
Initial Consumer Rebuttal /* (3000, 18, 2017/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did receive a walk through however it was not hooked up to any running water so there was no way for us to check for leaks! When you pay over XXXXX for a brand knew unit you would expect a lot better service -we are business owners, and from experience we would have tried to help solve the problem-When we got the unit hooked up on a Friday the following Monday we contacted The business-NOTHING was done-
Initial Business Response /* (1000, 10, 2015/10/12) */
Contact Name and Title: Brenda [redacted] - Offc Admn
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tiararvsales.com
We sent the customer the title and a reassignment form assigning the title to them. This is sufficient in most cases. The...
customer called and said the Michigan Secretary of State wouldn't honor the forms and was requesting a title in Tiara's name reassigned to Mr [redacted] When I spoke to him I told him this was not a normal occurance but if he would send the original title back to me I would request an Indiana dealers title and once I received it I would send it to him.
OFFER:
The customer has returned the title to us and I am in the process of getting a new title. Once I have the title from the state of Indiana, I will forward it on to the customer.
Initial Consumer Rebuttal /* (2000, 12, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tiara Rv promises to get me a Indiana title and this is what I need in order to get a Michigan title for my trailer.
Initial Business Response /* (1000, 13, 2017/02/08) */
Customer brought their unit in for a slide repair. We didn't have noted on the repair list to winterize and he wasn't charged for winterization. We offered good will gesture and replaced water heater and toilet and made other listed repairs. ...
Once repairs were completed we pressurized the unit and walked thru with the customer to show their were no leaks. He left with his unit and he didn't contact us again for several months. We tried to help the customer with an unfortunate event, but we never had noted to winterize the unit and the customer was never charged for winterizing his unit.
Initial Consumer Rebuttal /* (3000, 15, 2017/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on Tiara's response, it appears that clarification is needed.
I dropped off the RV to be winterized, an electric switch replaced, and work done on a slide-out on October 31, 2015. The person in charge of Tiara's maintenance department at that time did not provide paperwork for what work was going to be performed by Tiara. I stressed to him that freezing temperatures were forecasted within the next couple of days and the RV needed to be winterized immediately. He indicated that it would be winterized immediately. After the RV was at Tiara for about a month (late Nov. or early Dec. 2015), I called Tiara to check on it. Tiara told they did not know they had our RV and asked what work they were supposed to do to the RV. I told them it was supposed to have been winterized, the electrical switch for the overhead lights and the bedroom slide-out. I assumed it had been winterized since I was told on October 31, 2015 that they would winterize it immediately when I dropped it off. I asked to speak with the Maintenance Supervisor I had talked to when I dropped it off on October 31, 2015, and was told that he had been fired, and that a new Maintenance Supervisor was now in charge. The new Maintenance Supervisor was not involved in this transaction on October 31, 2015 and since no paperwork was generated when I dropped off the RV, Tiara now has no way of knowing anything about what I requested from the guy they subsequently fired. They didn't even know that the RV was there! When I picked up the RV in December 2015, I did not check the receipt. I assumed it had been winterized since I stressed the importance of winterizing it immediately and he said he would. Tiara has a bill that I paid, which is a record of the work they completed. This was not a record of what I ask Tiara to do when I dropped it off on 10/31/15.
I did not know about the leaks until spring (2016) just before my annual fishing trip to Canada. I took the RV to Tiara before going to Canada (April 2016) to fix the leaking hot water heater and the shower pipe and shower valve. Tiara welded the holes in the hot water heater and they fixed the shower valve and broken shower pipe. I took the RV to Canada and was able to use the water system for only a few days until the water heater was leaking so bad that I had to cut the trip one week short because I could not use the plumbing. When I returned from Canada, I took the RV back to Tiara (April 2016). They installed a new hot water heater and a new toilet.
On our next RV trip to Tennessee, we discovered that the electrical portion of the new hot water heater that Tiara installed, was not working. We had to use LP gas for the hot water heater, rather than electricity, which was more expensive for us.
We also discovered during the Tennessee trip that sewer water was leaking into the baggage compartment because Tiara did not put a seal under the new toilet they installed. Since we were in Tennessee, I had no choice but to buy a new toilet seal and install it myself, rather than taking it back to Tiara to install the toilet seal.
During that same Tennessee trip I was going to clean out the black tank, but when I put water into the water line going to the black tank, the water ran into the baggage compartment because that water line had also frozen and broken. This was the first we knew about this problem.
We also discovered during that same Tennessee trip that the kitchen faucet leaked when the water system was under pressure. We had to put a towel around the faucet to keep the water from running onto the counter and then the floor. This was also the first time we knew about this problem.
When we returned from Tennessee, I again returned the RV to Tiara to repair the water heater, the kitchen faucet and the clean out line for the black tank. There was no delay in contacting Tiara as it was implied in Tiara's response to the Revdex.com. Tiara called me a couple of days after that and asked me if I intended to pay for these repairs. I told them that I did not intend to pay for the repairs associated with the RV freezing. The Maintenance Manager told me that he would no longer work on our RV and hung up on me. I called Tiara's Manager and all he would tell me was that the Maintenance Manager said he would no longer service our RV. So I picked up the RV and submitted a complaint to the Revdex.com.
We are on a trip in the RV at this time (February 2017). The current status of these issues is:
1. The electrical portion of the hot water heater still does not work. We still have to use LP gas with the hot water heater.
2. The kitchen faucet still leaks. We are still wrapping a towel around the faucet to keep water from running on the floor from the leaking faucet.
3. We still cannot use the clean out line for the black tank because it is still broken.
4. Although I put a new seal under the new toilet that Tiara installed, it appears that I still have a small sewer leak. Yesterday I smelled sewer in the baggage compartment and found a small puddle of what appears to be sewer water, so I may still have an issue with this.
I do not accept Tiara's response. Tiara said that they made the repairs, showed me there were no leaks and they did not hear from me for several months. Yes, they showed me that the new water heater did not leak, but they did not show me that the electrical portion of the new hot water heater was not working. That had nothing to do with a leak.
Yes, they showed me they installed a new toilet, but they did not show me that the new toilet was flushing into the baggage compartment because they did not put a seal under the new toilet they installed.
At the time when they showed me that there were no leaks, Tiara and I were unaware that the kitchen faucet was leaking and that the pipe for the black tank clean out was broken. We did not know that until we went on our next trip to Tennessee. So there was no delay on our part to notify Tiara of these problems and to make the RV available for repair, initially in the spring before going to Canada, after returning from Canada and after returning from Tennessee. After that, Tiara would no longer work on our RV.
Also, Tiara said that it was not noted on the "repair list" to winterize and we were not charged for winterization. As stated above, when I called to check on our RV in late November/Early December, they did not even know that they had our RV and they did not know what work they were supposed to do to the RV. So the information Tiara referenced on the "Repair List" was generated in late November/Early December, not on October 31, 2015 when I took it in to have it winterized.
It is now February of 2017. It took Tiara almost a year to respond to the Revdex.com.
The only acceptable response from Tiara is that all of the items mentioned above are fixed properly and in a timely manner, so I do not have to leave our RV at their facility for an unreasonable amount of time.
Initial Business Response /* (1000, 12, 2017/02/08) */
Mr. [redacted] purchased his unit from us October 26, 2016. We did have an error in the listing of his unit. We received several of the same model units from the manufacturer and the they weren't identical. The listing showed a...
Trail Air pinbox and it was not on the unit. We have made several attempts to call and email Mr. [redacted] but have received no response. We have made the offer to either ship him the pinbox, that was shown to be on the unit or reimburse him the cost of the item. Mr. [redacted]'s unit is manufactured by Crossroads RV and has a warranty that is handled by the manufacturer.
He doesn't have to bring the unit to Indiana for repair. he can call Crossroads Customer Service @ XXX-XXX-XXXX and they can find the closest repair facility to take care of items listed. The purchase agreement boxed marked as is, simple states that Tiara RV doesn't offer the warranty, it is through Crossroads.
Initial Business Response /* (1000, 5, 2017/06/12) */
Mrs. [redacted] called and requested our service department, at that time, she was told we were extremely short handed in our service department and had no one in the office to answer calls, We explained to her that we would take a message and...
someone would get back to her as soon as they could, but it could take a day or so. She did call a couple more times within a days time, and then contacted Keystone RV. Keystone called to see if there was anything we could do to work her in the schedule. We then called her to let her know we would work her in, our service department the following Monday. The repairs needed to her trailer could be done by any service facility, she isn't limited to our location.
Mrs. [redacted] submitted this complaint to the Revdex.com after her appointment was scheduled.
Initial Consumer Rebuttal /* (2000, 7, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 16, 2017/02/08) */
[redacted]Document Attached[redacted]
Customer was given a walk-thru of his unit showing everything was in working order. Once he went through the unit he signed the purchase agreement stating that Tiara RV doesn't offer warranty on this unit.. The...
warranty on the unit is through CrossRoads RV - XXX-XXX-XXXX. I have attached a copy of the delivery acceptance signed by Mr. [redacted]. Manufacturer warranty doesn't not cover mobile service. We did send a service out to try to help the customer and he refused their service. The issues Mr. [redacted] had are covered by manufacturer warranty and we would be glad to submit claims, if he would like to schedule an appointment or he can call the manufacturer and find a closer repair facility.
Initial Consumer Rebuttal /* (3000, 18, 2017/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did receive a walk through however it was not hooked up to any running water so there was no way for us to check for leaks! When you pay over XXXXX for a brand knew unit you would expect a lot better service -we are business owners, and from experience we would have tried to help solve the problem-When we got the unit hooked up on a Friday the following Monday we contacted The business-NOTHING was done-
Initial Business Response /* (1000, 10, 2015/10/12) */
Contact Name and Title: Brenda [redacted] - Offc Admn
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tiararvsales.com
We sent the customer the title and a reassignment form assigning the title to them. This is sufficient in most cases. The...
customer called and said the Michigan Secretary of State wouldn't honor the forms and was requesting a title in Tiara's name reassigned to Mr [redacted] When I spoke to him I told him this was not a normal occurance but if he would send the original title back to me I would request an Indiana dealers title and once I received it I would send it to him.
OFFER:
The customer has returned the title to us and I am in the process of getting a new title. Once I have the title from the state of Indiana, I will forward it on to the customer.
Initial Consumer Rebuttal /* (2000, 12, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tiara Rv promises to get me a Indiana title and this is what I need in order to get a Michigan title for my trailer.
Initial Business Response /* (1000, 13, 2017/02/08) */
Customer brought their unit in for a slide repair. We didn't have noted on the repair list to winterize and he wasn't charged for winterization. We offered good will gesture and replaced water heater and toilet and made other listed repairs. ...
Once repairs were completed we pressurized the unit and walked thru with the customer to show their were no leaks. He left with his unit and he didn't contact us again for several months. We tried to help the customer with an unfortunate event, but we never had noted to winterize the unit and the customer was never charged for winterizing his unit.
Initial Consumer Rebuttal /* (3000, 15, 2017/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on Tiara's response, it appears that clarification is needed.
I dropped off the RV to be winterized, an electric switch replaced, and work done on a slide-out on October 31, 2015. The person in charge of Tiara's maintenance department at that time did not provide paperwork for what work was going to be performed by Tiara. I stressed to him that freezing temperatures were forecasted within the next couple of days and the RV needed to be winterized immediately. He indicated that it would be winterized immediately. After the RV was at Tiara for about a month (late Nov. or early Dec. 2015), I called Tiara to check on it. Tiara told they did not know they had our RV and asked what work they were supposed to do to the RV. I told them it was supposed to have been winterized, the electrical switch for the overhead lights and the bedroom slide-out. I assumed it had been winterized since I was told on October 31, 2015 that they would winterize it immediately when I dropped it off. I asked to speak with the Maintenance Supervisor I had talked to when I dropped it off on October 31, 2015, and was told that he had been fired, and that a new Maintenance Supervisor was now in charge. The new Maintenance Supervisor was not involved in this transaction on October 31, 2015 and since no paperwork was generated when I dropped off the RV, Tiara now has no way of knowing anything about what I requested from the guy they subsequently fired. They didn't even know that the RV was there! When I picked up the RV in December 2015, I did not check the receipt. I assumed it had been winterized since I stressed the importance of winterizing it immediately and he said he would. Tiara has a bill that I paid, which is a record of the work they completed. This was not a record of what I ask Tiara to do when I dropped it off on 10/31/15.
I did not know about the leaks until spring (2016) just before my annual fishing trip to Canada. I took the RV to Tiara before going to Canada (April 2016) to fix the leaking hot water heater and the shower pipe and shower valve. Tiara welded the holes in the hot water heater and they fixed the shower valve and broken shower pipe. I took the RV to Canada and was able to use the water system for only a few days until the water heater was leaking so bad that I had to cut the trip one week short because I could not use the plumbing. When I returned from Canada, I took the RV back to Tiara (April 2016). They installed a new hot water heater and a new toilet.
On our next RV trip to Tennessee, we discovered that the electrical portion of the new hot water heater that Tiara installed, was not working. We had to use LP gas for the hot water heater, rather than electricity, which was more expensive for us.
We also discovered during the Tennessee trip that sewer water was leaking into the baggage compartment because Tiara did not put a seal under the new toilet they installed. Since we were in Tennessee, I had no choice but to buy a new toilet seal and install it myself, rather than taking it back to Tiara to install the toilet seal.
During that same Tennessee trip I was going to clean out the black tank, but when I put water into the water line going to the black tank, the water ran into the baggage compartment because that water line had also frozen and broken. This was the first we knew about this problem.
We also discovered during that same Tennessee trip that the kitchen faucet leaked when the water system was under pressure. We had to put a towel around the faucet to keep the water from running onto the counter and then the floor. This was also the first time we knew about this problem.
When we returned from Tennessee, I again returned the RV to Tiara to repair the water heater, the kitchen faucet and the clean out line for the black tank. There was no delay in contacting Tiara as it was implied in Tiara's response to the Revdex.com. Tiara called me a couple of days after that and asked me if I intended to pay for these repairs. I told them that I did not intend to pay for the repairs associated with the RV freezing. The Maintenance Manager told me that he would no longer work on our RV and hung up on me. I called Tiara's Manager and all he would tell me was that the Maintenance Manager said he would no longer service our RV. So I picked up the RV and submitted a complaint to the Revdex.com.
We are on a trip in the RV at this time (February 2017). The current status of these issues is:
1. The electrical portion of the hot water heater still does not work. We still have to use LP gas with the hot water heater.
2. The kitchen faucet still leaks. We are still wrapping a towel around the faucet to keep water from running on the floor from the leaking faucet.
3. We still cannot use the clean out line for the black tank because it is still broken.
4. Although I put a new seal under the new toilet that Tiara installed, it appears that I still have a small sewer leak. Yesterday I smelled sewer in the baggage compartment and found a small puddle of what appears to be sewer water, so I may still have an issue with this.
I do not accept Tiara's response. Tiara said that they made the repairs, showed me there were no leaks and they did not hear from me for several months. Yes, they showed me that the new water heater did not leak, but they did not show me that the electrical portion of the new hot water heater was not working. That had nothing to do with a leak.
Yes, they showed me they installed a new toilet, but they did not show me that the new toilet was flushing into the baggage compartment because they did not put a seal under the new toilet they installed.
At the time when they showed me that there were no leaks, Tiara and I were unaware that the kitchen faucet was leaking and that the pipe for the black tank clean out was broken. We did not know that until we went on our next trip to Tennessee. So there was no delay on our part to notify Tiara of these problems and to make the RV available for repair, initially in the spring before going to Canada, after returning from Canada and after returning from Tennessee. After that, Tiara would no longer work on our RV.
Also, Tiara said that it was not noted on the "repair list" to winterize and we were not charged for winterization. As stated above, when I called to check on our RV in late November/Early December, they did not even know that they had our RV and they did not know what work they were supposed to do to the RV. So the information Tiara referenced on the "Repair List" was generated in late November/Early December, not on October 31, 2015 when I took it in to have it winterized.
It is now February of 2017. It took Tiara almost a year to respond to the Revdex.com.
The only acceptable response from Tiara is that all of the items mentioned above are fixed properly and in a timely manner, so I do not have to leave our RV at their facility for an unreasonable amount of time.
Initial Business Response /* (1000, 12, 2017/02/08) */
Mr. [redacted] purchased his unit from us October 26, 2016. We did have an error in the listing of his unit. We received several of the same model units from the manufacturer and the they weren't identical. The listing showed a...
Trail Air pinbox and it was not on the unit. We have made several attempts to call and email Mr. [redacted] but have received no response. We have made the offer to either ship him the pinbox, that was shown to be on the unit or reimburse him the cost of the item. Mr. [redacted]'s unit is manufactured by Crossroads RV and has a warranty that is handled by the manufacturer.
He doesn't have to bring the unit to Indiana for repair. he can call Crossroads Customer Service @ XXX-XXX-XXXX and they can find the closest repair facility to take care of items listed. The purchase agreement boxed marked as is, simple states that Tiara RV doesn't offer the warranty, it is through Crossroads.
Initial Business Response /* (1000, 5, 2017/06/12) */
Mrs. [redacted] called and requested our service department, at that time, she was told we were extremely short handed in our service department and had no one in the office to answer calls, We explained to her that we would take a message and...
someone would get back to her as soon as they could, but it could take a day or so. She did call a couple more times within a days time, and then contacted Keystone RV. Keystone called to see if there was anything we could do to work her in the schedule. We then called her to let her know we would work her in, our service department the following Monday. The repairs needed to her trailer could be done by any service facility, she isn't limited to our location.
Mrs. [redacted] submitted this complaint to the Revdex.com after her appointment was scheduled.
Initial Consumer Rebuttal /* (2000, 7, 2017/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)