Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
When we brought the camper to Walnut Ridge in May after discovering a leak, we were told the leak was caused by leaves on the slide and they had been clearedWe assumed this answer was correctWhen we took the unit back for warranty work in July, we were unaware of any further leaksWe did not notice the unit leaking again until August when we had a week of downpoursSo, we took the camper back to Walnut Ridge and was once again told it was because of leaves, leaves we had been told that had been removed in May when we took it after discovering the leakWe were not convinced the leak was caused by the leavesConcerned about further leaks and water damage, we sought a second opinion from a professional technician who pointed out the new back wall had not been installed properly and found concern with the roof where it was fastened to the new wallOur insurance adjuster came and examined the unit and thankfully did not find mentionable water damage to the inside of the camperHowever, he agreed with the findings of the technician and advised us to make an appointment with Walnut Ridge to take the unit back for inspection to have the installation repairedHe advised us he would call the service person to discuss his findingsSo....we called and made an appointment, took the unit back as stated in our complaintThe service person came out, pushed on the back of the wall and said there was nothing wrong with the wallHe then showed me two other units sitting there and said this was the way they were suppose to look likeI commented on what he had said but did not agree our camper wall looked like the others he showed usOnce again, when we addressed the condition of the roof connecting to the wall, he stood there and did not say anything, ignoring our question, and did not offer to look at the roofYou certainly did not re-evaluate your work, this is why we brought the camper to you, to re-evaluate your work, only to be told there was nothing wrong with the wallTHIS IS WHY WE TOOK THE CAMPER TO ANOTHER DEALERSHIPWe were concerned about future damage that would be caused by the wall not fitting properlyWe were told that the bulging bottom of the wall would eventually cause the screws to pop out of the molding and the fiberglass wall would splitI did let the insurance adjuster know about our conversation we had last week as I attempted to have the $paid before contacting the Revdex.comHe said he was going to contact Walnut Ridge again about the matterBecause our insurance has already paid the claim (in January), they can not pay the new chargeWe DID try to handle the situation with Walnut Ridge appropriatelyREGARDLESS of whether the leaks were caused by the leaves or the new wall not being fit properly, the POINT BEING, the wall was not installed correctly and this needs to be recognized and compensatedThe resized wall looks great, like it did when we purchased the camper
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not receive the email they said they sentI have sent the pictures three times via my cell phone which does not have a subject lineI don't know who put the glue on the locks, walnut ridge or kids, and neither do theyI also know the problems are mostly coming from the manufacturer, not walnut ridge themselvesI sent the pictures this am (May 16) twice thinking WR would call to tell us when to bring it in for repairIt's 2:and I have not receive a call or emailI just want it fixedAt this point I am so upset I wish I had never bought it
Regards,
*** ***
Although we feel the work we completed was done to standards and are confident it had nothing to do with the leak inside the coach, we are willing to offer $towards some reimbursement for the customers inconvenienceWe strongly feel that if the customer would have had the other repair facility contact us prior to work being completed and the invoice given to us would have shown actual money paid instead of an estimate, we could have been more accommodating. Therefore, the refund we are willing to pay ($250.00) is for inconvenience only. We always welcome the opportunity to help make things right in a manner that is satisfying for both the customer and ourselves, and we fell with this offer we have done that
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** *** Thank You
We (Walnut Ridge RV), at the time of this complaint, were still working on getting this approved through the extended service contract. Per our last conversation with the customer (on Saturday September 16), we had not received a final decision from the extended service contract company and
did not anticipate getting an answer until Tuesday the 18th. We instructed the customer we would call them no later than Tuesday the 18th during our conversation on Saturday the 16th. We did contact them back on Tuesday with the final approval of the axle replacement. Everything will be cover except the customer’s deductible and the freight as the contract states
Customer satisfaction is a priority here at Walnut RidgeAlthough we stand behind our original diagnosis of the install being done properly, we will pay the bill in the amount of $603.51. It is our goal to uphold the high standards we have set for ourselves and our customers. Although quality and value are a key part of our standards, equally important is customer satisfaction. We hope this will be a satisfactory solution
We exchanged several emails with the customer during the order process. These emails detailed the factory options and customer specials to be included. None of these emails/order specs included "cheap heat" or mentioned cheap heat. As the customer states, the factory does not even
offer "cheap heat" as an option or special. We're sorry that the customer is unhappy but we tried to document their order best we could so there would be no misunderstandings. I have attached copies of the order sheets sent to the customer. As you can see, they are very detailed and should have left no misunderstandings
We here at Walnut Ridge try to make sure every job is completed with the highest standards, and we do our due diligence to educate the customer of the importance of performing routine maintenance. This coach was brought in with a damaged rear wall and roof trusses from the impact with the...
tree. We had ordered a custom made rear wall manufactured to the factory specs for this particular unit. In May when the customer brought in the coach for the water leak, and after extensive water testing, it was found to have debris on the roof of the slide out that was interfering with the seals. We cleaned the roof off and water tested the coach again, all free of charge. In July the unit was brought back in for some warranty work to be done. There was no mention of a leak at that point. In August it was brought in for a service advisory and we were then asked about a leak again. And, once again there was debris on the slide out but this time it was on the inside of the Slide roof. We cleaned it free of charge again. The customers voiced their concern about the rear wall puffing out and after we looked at two other similar units with “hung glass” rear walls the customers agreed that it was like the other factory built units. They left that day with no further complaints. Only recently, after being asked to pay for an estimate from another dealership, was there any mention of dissatisfaction with the work done on the rear wall. We most certainly would have re-evaluated the work completed if we would have been notified before the work was completed at another place. We have attached pictures of the debris on the slide out as well as pictures of the original back from the factory. You can see the bulge around the windows in them as it was delivered from the factory.Thank you,Walnut Ridge Family RV
We have reached out to the customer and her son to make arrangements for the repairs to be made. Our service advisor spoke with the customer today, May 16, 2018, and have set up potential times for her appointment. We will await a return call from the customer to confirm the exact appointment date and time.
Mr. [redacted] agreed to purchase 2018 Montana 3811MS on 2/12/2018. Mr. [redacted] had Walnut Ridge install a rear observation camera on the Montana and he scheduled for pickup. We then pulled the Montana out of our showroom and proceeded to prep the unit for customer pickup. Mr. [redacted] then...
rescheduled for a later date. The agreed upon date was now 3/06/2018. Walnut Ridge had held the unit for over three weeks and then we received a call on the day before pickup informing Walnut Ridge that Mr [redacted] had changed his mind. Walnut Ridge incurred several expenses to prep the unit and install the requested rear observation camera. The only time that we refund a deposit is if we cannot reach the agreed upon terms for financing and that was not the case with Mr. [redacted]. However we have decided to refund the $500 to Mr. [redacted] although we incurred expenses and held the unit for Mr. [redacted] for over three weeks.We will have someone from our staff call Mr. [redacted] so we can apply a credit to his credit card. Thank you, Nathan H[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
They fixed/repaired camper.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, the invoice sent to Walnut Ridge was not an estimate, it was the actual bill, the cost of the repair, it is what WE paid to have the problem corrected. The invoice was sent to Walnut Ridge by our insurance adjuster who was trying to assist us in being reimbursed for the fee of having the back resized to fit properly since the insurance could not pay for the work a second time. We brought the camper back to Walnut Ridge in good faith they would recognize the issue as was discussed with them by our insurance adjuster prior to us pulling the camper there only to be told there was nothing wrong with the back and then ignored when we addressed the roof issue. THIS is when we decided to seek assistance at another dealer ship. We waited to see if Walnut Ridge had responded to the Bill, not an estimate, learned they had not responded, and then we paid the $603.51. Yes, we were inconvenienced, three, three-hour trips plus the gas. We are not asking to be reimbursed for our inconvenience, we are asking to be reimbursed for the repair, $603.51.
Regards,
[redacted]
We do apologize for the frustrations that have been experienced. We strive to please every customer and we certainly will do the same for The [redacted]s. We would like to reimburse the additional repairs that were required. Just get in touch with us to make the...
arrangements. We value and appreciate your business and hope to continue to service your RV for many camping seasons to come!
The customer first contacted us via a response to an email that our company sent as a reminder that maintenance is due for her new travel trailer on April 7, 2018. We had our service advisors reach out to the customer via a phone call to schedule an appointment to repair the loose trim. ...
Her email stated: “Haven't had time to go camping but I did go out to the camper when I got your information there are pieces of the decorative I don't know what you'd call it pieces that are coming off $21,000 and it's falling apart I haven't even Camp once in it I'm really not happy. The trim I'm so [redacted] off I couldn't think of trim.” We scheduled an appointment for April 19th for the customer to repair loose trim in the slide out and bathroom, rear entry door not staying shut, and front entry door not staying shut. We made the necessary repairs to the trim and entry doors. The customer’s son picked the trailer up and had no other issues. On May 9 we received another email stating: “Got my camper back there was glue on several of the locks one of them you can't get in at all there's a screw hanging out of the slide in or slide out whatever you want to call it a corner pieces coming off for $22,000 this is a piece of junk I have just now been able to get back with you because I've been so upset this is ridiculous and I'm calling the Revdex.com or writing them. WILL SEND PICS” On May 14th we received another email stating: “It's been approximately 5 days since I sent you the email and the pictures I've heard nothing from you. Are you not going to respond. My son-in-law brought the camper home Friday we went out Saturday to load the camper with this stuff for Memorial weekend and all that stuff was wrong with it. I am awaiting your response.” To which we replied: “I was waiting on the pictures and did not receive them. You will need to send them 1 at a time and make sure you put something on the subject line or it goes to spam and I do not get them. I will have the service manager look at them and we will get back with you.” We still have not received the pictures for review. We will be more than happy to schedule an appointment to repair the items that are under warranty and if there is damage from neighborhood kids, we will be happy to quote a cost to repair those items as well. We will have our service advisors reach out to schedule another appointment to repair the newly found items.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards, The Revdex.com is Awesome!!!!!!!!!.. I will be making that phone call xoxoxoxoxoxoxo
[redacted] & [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
When we brought the camper to Walnut Ridge in May after discovering a leak, we were told the leak was caused by leaves on the slide and they had been clearedWe assumed this answer was correctWhen we took the unit back for warranty work in July, we were unaware of any further leaksWe did not notice the unit leaking again until August when we had a week of downpoursSo, we took the camper back to Walnut Ridge and was once again told it was because of leaves, leaves we had been told that had been removed in May when we took it after discovering the leakWe were not convinced the leak was caused by the leavesConcerned about further leaks and water damage, we sought a second opinion from a professional technician who pointed out the new back wall had not been installed properly and found concern with the roof where it was fastened to the new wallOur insurance adjuster came and examined the unit and thankfully did not find mentionable water damage to the inside of the camperHowever, he agreed with the findings of the technician and advised us to make an appointment with Walnut Ridge to take the unit back for inspection to have the installation repairedHe advised us he would call the service person to discuss his findingsSo....we called and made an appointment, took the unit back as stated in our complaintThe service person came out, pushed on the back of the wall and said there was nothing wrong with the wallHe then showed me two other units sitting there and said this was the way they were suppose to look likeI commented on what he had said but did not agree our camper wall looked like the others he showed usOnce again, when we addressed the condition of the roof connecting to the wall, he stood there and did not say anything, ignoring our question, and did not offer to look at the roofYou certainly did not re-evaluate your work, this is why we brought the camper to you, to re-evaluate your work, only to be told there was nothing wrong with the wallTHIS IS WHY WE TOOK THE CAMPER TO ANOTHER DEALERSHIPWe were concerned about future damage that would be caused by the wall not fitting properlyWe were told that the bulging bottom of the wall would eventually cause the screws to pop out of the molding and the fiberglass wall would splitI did let the insurance adjuster know about our conversation we had last week as I attempted to have the $paid before contacting the Revdex.comHe said he was going to contact Walnut Ridge again about the matterBecause our insurance has already paid the claim (in January), they can not pay the new chargeWe DID try to handle the situation with Walnut Ridge appropriatelyREGARDLESS of whether the leaks were caused by the leaves or the new wall not being fit properly, the POINT BEING, the wall was not installed correctly and this needs to be recognized and compensatedThe resized wall looks great, like it did when we purchased the camper
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did not receive the email they said they sentI have sent the pictures three times via my cell phone which does not have a subject lineI don't know who put the glue on the locks, walnut ridge or kids, and neither do theyI also know the problems are mostly coming from the manufacturer, not walnut ridge themselvesI sent the pictures this am (May 16) twice thinking WR would call to tell us when to bring it in for repairIt's 2:and I have not receive a call or emailI just want it fixedAt this point I am so upset I wish I had never bought it
Regards,
*** ***
Although we feel the work we completed was done to standards and are confident it had nothing to do with the leak inside the coach, we are willing to offer $towards some reimbursement for the customers inconvenienceWe strongly feel that if the customer would have had the other repair facility contact us prior to work being completed and the invoice given to us would have shown actual money paid instead of an estimate, we could have been more accommodating. Therefore, the refund we are willing to pay ($250.00) is for inconvenience only. We always welcome the opportunity to help make things right in a manner that is satisfying for both the customer and ourselves, and we fell with this offer we have done that
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** *** Thank You
We (Walnut Ridge RV), at the time of this complaint, were still working on getting this approved through the extended service contract. Per our last conversation with the customer (on Saturday September 16), we had not received a final decision from the extended service contract company and
did not anticipate getting an answer until Tuesday the 18th. We instructed the customer we would call them no later than Tuesday the 18th during our conversation on Saturday the 16th. We did contact them back on Tuesday with the final approval of the axle replacement. Everything will be cover except the customer’s deductible and the freight as the contract states
Customer satisfaction is a priority here at Walnut RidgeAlthough we stand behind our original diagnosis of the install being done properly, we will pay the bill in the amount of $603.51. It is our goal to uphold the high standards we have set for ourselves and our customers. Although quality and value are a key part of our standards, equally important is customer satisfaction. We hope this will be a satisfactory solution
We exchanged several emails with the customer during the order process. These emails detailed the factory options and customer specials to be included. None of these emails/order specs included "cheap heat" or mentioned cheap heat. As the customer states, the factory does not even
offer "cheap heat" as an option or special. We're sorry that the customer is unhappy but we tried to document their order best we could so there would be no misunderstandings. I have attached copies of the order sheets sent to the customer. As you can see, they are very detailed and should have left no misunderstandings
We here at Walnut Ridge try to make sure every job is completed with the highest standards, and we do our due diligence to educate the customer of the importance of performing routine maintenance. This coach was brought in with a damaged rear wall and roof trusses from the impact with the...
tree. We had ordered a custom made rear wall manufactured to the factory specs for this particular unit. In May when the customer brought in the coach for the water leak, and after extensive water testing, it was found to have debris on the roof of the slide out that was interfering with the seals. We cleaned the roof off and water tested the coach again, all free of charge. In July the unit was brought back in for some warranty work to be done. There was no mention of a leak at that point. In August it was brought in for a service advisory and we were then asked about a leak again. And, once again there was debris on the slide out but this time it was on the inside of the Slide roof. We cleaned it free of charge again. The customers voiced their concern about the rear wall puffing out and after we looked at two other similar units with “hung glass” rear walls the customers agreed that it was like the other factory built units. They left that day with no further complaints. Only recently, after being asked to pay for an estimate from another dealership, was there any mention of dissatisfaction with the work done on the rear wall. We most certainly would have re-evaluated the work completed if we would have been notified before the work was completed at another place. We have attached pictures of the debris on the slide out as well as pictures of the original back from the factory. You can see the bulge around the windows in them as it was delivered from the factory.Thank you,Walnut Ridge Family RV
We have reached out to the customer and her son to make arrangements for the repairs to be made. Our service advisor spoke with the customer today, May 16, 2018, and have set up potential times for her appointment. We will await a return call from the customer to confirm the exact appointment date and time.
Mr. [redacted] agreed to purchase 2018 Montana 3811MS on 2/12/2018. Mr. [redacted] had Walnut Ridge install a rear observation camera on the Montana and he scheduled for pickup. We then pulled the Montana out of our showroom and proceeded to prep the unit for customer pickup. Mr. [redacted] then...
rescheduled for a later date. The agreed upon date was now 3/06/2018. Walnut Ridge had held the unit for over three weeks and then we received a call on the day before pickup informing Walnut Ridge that Mr [redacted] had changed his mind. Walnut Ridge incurred several expenses to prep the unit and install the requested rear observation camera. The only time that we refund a deposit is if we cannot reach the agreed upon terms for financing and that was not the case with Mr. [redacted]. However we have decided to refund the $500 to Mr. [redacted] although we incurred expenses and held the unit for Mr. [redacted] for over three weeks.We will have someone from our staff call Mr. [redacted] so we can apply a credit to his credit card. Thank you, Nathan H[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
They fixed/repaired camper.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, the invoice sent to Walnut Ridge was not an estimate, it was the actual bill, the cost of the repair, it is what WE paid to have the problem corrected. The invoice was sent to Walnut Ridge by our insurance adjuster who was trying to assist us in being reimbursed for the fee of having the back resized to fit properly since the insurance could not pay for the work a second time. We brought the camper back to Walnut Ridge in good faith they would recognize the issue as was discussed with them by our insurance adjuster prior to us pulling the camper there only to be told there was nothing wrong with the back and then ignored when we addressed the roof issue. THIS is when we decided to seek assistance at another dealer ship. We waited to see if Walnut Ridge had responded to the Bill, not an estimate, learned they had not responded, and then we paid the $603.51. Yes, we were inconvenienced, three, three-hour trips plus the gas. We are not asking to be reimbursed for our inconvenience, we are asking to be reimbursed for the repair, $603.51.
Regards,
[redacted]
We do apologize for the frustrations that have been experienced. We strive to please every customer and we certainly will do the same for The [redacted]s. We would like to reimburse the additional repairs that were required. Just get in touch with us to make the...
arrangements. We value and appreciate your business and hope to continue to service your RV for many camping seasons to come!
The customer first contacted us via a response to an email that our company sent as a reminder that maintenance is due for her new travel trailer on April 7, 2018. We had our service advisors reach out to the customer via a phone call to schedule an appointment to repair the loose trim. ...
Her email stated: “Haven't had time to go camping but I did go out to the camper when I got your information there are pieces of the decorative I don't know what you'd call it pieces that are coming off $21,000 and it's falling apart I haven't even Camp once in it I'm really not happy. The trim I'm so [redacted] off I couldn't think of trim.” We scheduled an appointment for April 19th for the customer to repair loose trim in the slide out and bathroom, rear entry door not staying shut, and front entry door not staying shut. We made the necessary repairs to the trim and entry doors. The customer’s son picked the trailer up and had no other issues. On May 9 we received another email stating: “Got my camper back there was glue on several of the locks one of them you can't get in at all there's a screw hanging out of the slide in or slide out whatever you want to call it a corner pieces coming off for $22,000 this is a piece of junk I have just now been able to get back with you because I've been so upset this is ridiculous and I'm calling the Revdex.com or writing them. WILL SEND PICS” On May 14th we received another email stating: “It's been approximately 5 days since I sent you the email and the pictures I've heard nothing from you. Are you not going to respond. My son-in-law brought the camper home Friday we went out Saturday to load the camper with this stuff for Memorial weekend and all that stuff was wrong with it. I am awaiting your response.” To which we replied: “I was waiting on the pictures and did not receive them. You will need to send them 1 at a time and make sure you put something on the subject line or it goes to spam and I do not get them. I will have the service manager look at them and we will get back with you.” We still have not received the pictures for review. We will be more than happy to schedule an appointment to repair the items that are under warranty and if there is damage from neighborhood kids, we will be happy to quote a cost to repair those items as well. We will have our service advisors reach out to schedule another appointment to repair the newly found items.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards, The Revdex.com is Awesome!!!!!!!!!.. I will be making that phone call xoxoxoxoxoxoxo
[redacted] & [redacted]