Colerain Family RV

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] We purchased the 5th wheel Spet We immediately started having trouble with the battery going deadThey sent a rpresentive out to house and said he replaced the battery with a new one Battery still would not stay chargedWhen we left on vacation November we purchaed a new batteryThe new battery still would not stay chargedfrom November to March while on Vacation the battery would not stay chargedWe could not get the room slides to function properly, the awning would not go out with anything thing else running on the unitThe wood trim kept getting caught on the trim the drain system did not drain according to the manuel when sitting in chairs they tipped forward causing you to fall from the chairThe water leak caused the kitchen floor to buggle I called Colerain RV and they told me to drain the water from the water leak I would have to cut a hole in the floor and let the water drainI did that and about to gallons of water drained outMarch Colerain picked the RV up at out house for the above named complaints We received a call [redacted] from Colerain that our rear latter had been damagedWe told them with their representive took the unit from our house it was not damaged and [redacted] said that it was and she called our insurence company herselfThey say we owner and used it for six months this is not true we did own it but could not use it becausde of mechanical proplemsThey took it in March of it was returned in May My wife picked it up and once again the battery was deadWe had to get another battery to jumb ours to get power to operate the liftsJuly we took the unit out to go camping and within six blocks passing motorists started yelling the RV was on fireOne car try to run up off the road into a pull off area, the fire dept arrived and in attempting to removed the 5th wheel from my truck did $damage to thge truckIt was towed to Colerain RV, they told us that their was a leak in the brake seals causing the brakes to failAt that point we spoke with the General Manager at Colerain and expressed our concerns and would Colerain RV take it backHe referred us to Grand Design, the maker of the unitAfter no response from Grand Design we filled a comaint with the Attorney General against Grand DesignOnly then did Grand Design offer us a another one year waranty and to pay our deductable on the camper which totaled $Colerain was aware we were trying to fair marked trade or buy backOn August 10, our insurence company advised us the Colerain told they all parts were in and our RV would be in weeks Our insurence agent (Progressive) that they told him it was the break away switch that broke and caused the brakes to failOut adjuster has kkept in contact with colerain RV and they told the adjuster it would be in ready in weeks., We got discussed and went to Colerain Rv on Thanksgiving and took photos of our rv sitting outside with none of the damage fixed I crawled under the RV and saw that the water leak under the RV had not been touched, the tempory repairs I had made in January had not been touched; Deppie called and said they got the ok to fix the floor that we told them about April and that they had the new awnings and it will possibly be ready in weeksWe deny that they are storing our RVThey have had it total of months since we purchased it We have all the paper work you wanted and will mail it to you There is additional information in our paper works that show they have not been truthful We want our money back, less the months we had it

The Customer is 100% correct that it is taking forever for us to get the parts from the manufacturer Unfortunately neither the customer or us has any control over them This is leaving a negative impression on us with the customer as they are talking about the type of service we provide and filing complaints on our company We have identified problems, got authorization for repairs, and ordered parts to fix said problems However, these problems can't be completed with out the manufacturer sending us these parts I'd like to say this is an isolated incident but I have been in this industry for a long time and it has always been an issue no matter who the manufacturer is The manufacturer's do not keep parts in stock They order parts from their suppliers, make them as needed, etc In this case one of the major parts we need is a window, in an email we just received here is what we were told by the manufacturer in a conversation with their supplier..."Just heard back from Lippert on the window; they asked me to refax the po to them because they didn't have a record of itWe digitally fax through outlook and not a paper fax because we get notification if a fax bombsWe show success on our endThat being said; Lippert is trying to rush the order for us because of timeI'll keep you posted."As you can see the supplier has had an issue We are doing our part by ordering, following up, etcBad part is it doesn't cure the aggravation the customer is going through Every camper has issues, they are built by hand by humans Our goal is to get them in and back to the customer as fast as possible while making sure it is fixed right the first timeI see the customer has sent a copy of this to the manufacturer and that is great as we can follow up with them on the customer's issues.We will keep the customer up to date on all updates we get and will finish repairs immediately upon arrival of the partsHopefully way before the customer's next trip

I have talked to customer and they are emailing the requested information so we can come to a resolution quickly

[redacted] Customer pick camper up from us with no issuesA week or so later we get a call saying we damaged the camperWe have no idea what happened while the camper was goneFrom the pictures I saw the one on the front looks like a rock or something hit the front cap going down the road, we have seen this on other campersThe one on the side I don’t know, if we would have hit it with another camper it would have damaged the vertical molding next to hitI understand the customer may or may not know what happened and I don’t mind helping the customer out but I don’t feel we are responsible for the repairs [redacted] GM/Director of Fixed OperationsColerain RVCincinnati, Dayton, IndianapolisColumbus, & Lexington

First I'm sorry to see how customer feels especially since I see it is in our Body Shop right now As far as the warranty repairs that have had to be made I see the history of what the customer is talking about and that the manufacturer has paid for them Looks like he had a converter that went bad causing issues with his batteries, slide rooms, and various other volt systems Once the faulty part was replaced the problem was solved Kitchen faucet had a leak causing the other problem described Customer had owned and used it for six months without a problem, not sure why it started leaking but manufacturer covered repair and we have and are addressing any concerns related to this The catching fire incident was not that at all A ten dollar part, breakaway switch, failed causing the brakes to lock up and smoke Manufacturer replaced the failed switch and brake assemblies During these issues we have good willed (not covered by warranty and not charged to customer) several service calls to the site of his camper as well as picking his camper up and bringing it into shop for him.As far as time its been here at Colerain RV In March it was here for A few weeks after we picked it up, by the time we got authorizations and parts This is where we had to address leak, converter, etc In April customer brought camper in for some Body Work that was customer pay August customer had brake issue It took a couple weeks to figure out who was responsible and who was paying for repairs Manufacturer, Insurance Company, and customer where all involved and it kept bouncing back and forth August 19th we got authorization from manufacturer to repair so we opened repair order to fix and on August 25th camper was fixed and ready to use For months camper has sat here in storage waiting for an authorization for the body damage Insurance authorized paying for damage but customer wanted Manufacturer to pay for it Once we got authorization to order parts from customer we started the repair process which is currently ongoing, believe we are waiting for awning arms to finish job.Where the seven months is coming from I don't know unless he is figuring the time it was here in storage, free of charge, waiting on authorization from him for repairs From August 25th till we got authorization September 15th to order parts it sat here in storage, then sat here in storage waiting on parts Once body parts are ordered it usually takes three to eight weeks to get as parts have to be actually made The Manufacturer does not stock parts on their shelves, as they make per order as they receive them.Warranty on this camper was with Grand Design However, customer has a nice camper and we are willing to trade camper in at fair market valve after body repairs have been made

Currently the Service Manager is working with the customer and the Manufacturer to try and solve the issues

Customer now has camper in their possessionMajority of repairs were complete though we are still waiting on a door, etc.Believe customer is satisfied with repairs done so far, as it seemed so when he picked up.We will keep customer updated on part situation at the manufacturer and get him in when parts are in and/or customer is done for season

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Repairs are currently going on. Both Manufacturer and Customer have been kept in the loop. We would be happy to trade unit in for fair market value as all issues are being repaired

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** My first experience with Colerain RV was with my previous RVThey removed a seal that was not visible during that repair which resulted in a mouse infestation in this RVI have a letter from them over that apologizing and offering me a monetary settlementThis most recent repair was a simple repair and as they stated only involved the face of the cabinetInitially I thought they would replace the entire cabinet but they explained how it would be repaired prior to the repair and I was fine with thatWhat I was not fine with was the fact that they drilled NUMEROUS holes in my ceiling and all of these screws were visible when I went to pick upIt was very poor workmanship and I have no idea if it sacrificed the integrity of the roof of this camper but I am not comfortable with it! When they repaire it a second time they had pulled the ceiling down to a point where you could not see all of the screws but they must still be there! Also, there was sawdust all over the inside of the cabinet apparently caused by the disassembly and reassembly of the cabinet numerous timesYou would think that after a second repair and as dissatisfied as I was the first time that someone would have made sure to make this repair rightI spoke with both the sales and service managers after the first repair to let them know of my dissatisfactionThis dealership is apparently incapable of repairing my camper after two triesI did cancel my appointment with the manufacturer because they would not tell me how they were going to repair this unit and I felt that at that point it would require such extensive disassembly that it would NEVER be rightThis dealer should be held responsible for this poor service!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The camper went back down there right after we go it fixed, and Colerain said there was something back by the skylight that was not sealed correctly It was supposedly fixed I called at least times after that, stating I thought we had a leak, I called about the molding pulling away from the back and other timesThis was within a year after getting it repair and the following year They didn't document the calls The camper roof was not done properly to begin with I am not asking Colerain to be totally liable Our insurance paid them $7,to fix it and we paid the $deductible Making the total price to fix that roof $ I am not asking them to pay us the $7524.54, I think we should be reimbursed for the expense to fix it, which is $2, That roof was not repaired correctly We do inspect our roof for seams and seals I am not sure who fixed the roof at Colerain, but it was not done correctly We spend a lot of money at Colerain for this camper and one previous to this I feel they should take care of this damage Regards,
*** ***

***Just found out from one of the other managers here that we have come to an agreement with Mr*** on the repair to the side metal of his camper. *** ***GM/Director of Fixed OperationsColerain RVCincinnati, Dayton, IndianapolisColumbus, & Lexington

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

An RVIA Certified Technician worked on this so you can see my concern over paying for a repair that I haven't seen.  If I can get a copy of the repair invoice for review I will then consider good willing a portion of the repair.

In having the Service Manager look into this complaint I'm not sure why this camper wasn't brought back to us to inspect and do any repairs if indeed something wasn't done correctly.  We have a couple emails and apparently phone calls from the customer while it was at another shop.  No way...

of knowing since all we have is two pictures that show damage that could have been done by many things over last four years.  We tried contacting the repair shop but they wouldn't return our calls.  Last time we saw camper was in October of 2011, a lot can happen in four years especially when manufacturer requires inspection of seams and seals twice a year.  I don't feel we should be totally liable for the repairs being that we weren't given the opportunity to inspect or repair ourselves if necessary.  What we would like is to know the cost of the repairs made if possible so a resolution can be made.

First I'm sorry to see how customer feels especially since I see it is in our Body Shop right now.  As far as the warranty repairs that have had to be made I see the history of what the customer is talking about and that the manufacturer has paid for them.  Looks like he had a converter...

that went bad causing issues with his batteries, slide rooms, and various other 12 volt systems.  Once the faulty part was replaced the problem was solved.  Kitchen faucet had a leak causing the other problem described.  Customer had owned and used it for six months without a problem, not sure why it started leaking but manufacturer covered repair and we have and are addressing any concerns related to this.  The catching fire incident was not that at all.  A ten dollar part, breakaway switch, failed causing the brakes to lock up and smoke.  Manufacturer replaced the failed switch and brake assemblies.  During these issues we have good willed (not covered by warranty and not charged to customer) several service calls to the site of his camper as well as picking his camper up and bringing it into shop for him.As far as time its been here at Colerain RV.  In March it was here for A few weeks after we picked it up, by the time we got authorizations and parts.  This is where we had to address leak, converter, etc.  In April customer brought camper in for some Body Work that was customer pay.  August customer had brake issue.  It took a couple weeks to figure out who was responsible and who was paying for repairs.  Manufacturer, Insurance Company, and customer where all involved and it kept bouncing back and forth.  August 19th we got authorization from manufacturer to repair so we opened repair order to fix and on August 25th camper was fixed and ready to use.  For months camper has sat here in storage waiting for an authorization for the body damage.  Insurance authorized paying for damage but customer wanted Manufacturer to pay for it.  Once we got authorization to order parts from customer we started the repair process which is currently ongoing, believe we are waiting for awning arms to finish job.Where the seven months is coming from I don't know unless he is figuring the time it was here in storage, free of charge, waiting on authorization from him for repairs.  From August 25th till we got authorization September 15th to order parts it sat here in storage, then sat here in storage waiting on parts.  Once body parts are ordered it usually takes three to eight weeks to get as parts have to be actually made.  The Manufacturer does not stock parts on their shelves, as they make per order as they receive them.Warranty on this camper was with Grand Design.  However, customer has a nice camper and we are willing to trade camper in at fair market valve after body repairs have been made.

The Customer is 100% correct that it is taking forever for us to get the parts from the manufacturer.  Unfortunately neither the customer or us has any control over them.  This is leaving a negative impression on us with the customer as they are talking about the type of service we provide...

and filing complaints on our company.  We have identified problems, got authorization for repairs, and ordered parts to fix said problems.  However, these problems can't be completed with out the manufacturer sending us these parts.  I'd like to say this is an isolated incident but I have been in this industry for a long time and it has always been an issue no matter who the manufacturer is.  The manufacturer's do not keep parts in stock.  They order parts from their suppliers, make them as needed, etc.  In this case one of the major parts we need is a window, in an email we just received here is what we were told by the manufacturer in a conversation with their supplier..."Just heard back from Lippert on the window; they asked me to refax the po to them because they didn't have a record of it. We digitally fax through outlook and not a paper fax because we get notification if a fax bombs. We show success on our end. That being said; Lippert is trying to rush the order for us because of time. I'll keep you posted."As you can see the supplier has had an issue.  We are doing our part by ordering, following up, etc. Bad part is it doesn't cure the aggravation the customer is going through.  Every camper has issues, they are built by hand by humans.  Our goal is to get them in and back to the customer as fast as possible while making sure it is fixed right the first time. I see the customer has sent a copy of this to the manufacturer and that is great as we can follow up with them on the customer's issues.We will keep the customer up to date on all updates we get and will finish repairs immediately upon arrival of the parts. Hopefully way before the customer's next trip.

Currently the Service Manager is working with the customer and the Manufacturer to try and solve the issues.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted]
 Customer pick camper up from us with no issues. A week or so later we get a call saying we damaged the camper. We have no idea what happened while the camper was gone. From the pictures I saw the one on the front looks like a rock or something hit the front cap going...

down the road, we have seen this on other campers. The one on the side I don’t know, if we would have hit it with another camper it would have damaged the vertical molding next to hit. I understand the customer may or may not know what happened and I don’t mind helping the customer out but I don’t feel we are responsible for the repairs. [redacted]GM/Director of Fixed OperationsColerain RVCincinnati, Dayton, IndianapolisColumbus, & Lexington