Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ Contact Name and Title: [redacted] O [redacted] - Director Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @drvsuites.com After reviewing history on this unit, we have received two requests for warranty from the selling dealer in this case and have approved and paid both warranty claimsWe are not positive who the customer is trying to contact here at the factory, but I personally have received no emails or phone messages of an attempt from the customer to contact usIf he can provide me with the names of whom he has tried to contact I will verify the attemptsAlso, we are willing to work through all issues that exist through our warranty polices and procedures as this unit is still in its warranty periodWe have to keep in mind that this unit did sit at the dealers location since December of 2012, which is over two years prior to purchaseIn this scenario we trust that the dealership has made every attempt to ensure that the unit is in new and saleable condition; however, in that two year time period, rust, and other issues can ariseWe will honor our warranty policy as on this unit OFFER: This customer can contact our warranty department at XXX-XXX-XXXX extension [redacted] or extension and we will help to resolve all complaints Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr [redacted] , The selling dealer was [redacted] out of Lincoln, NE and we live in Katy, TX [redacted] has not done any warranty work of any kind on our RV (that I know of)The RV warranty work performed on our RV was here in TXand DRV refused to handle the warranty claims on two separate occasionsYou apparently are talking about somebody else's warranty because as I stated, I paid out of my own pocket I used the Contact information on your DRV Website using the email method as well as the DRV contact phone numberI do not know who received the emails or phone messages that I sent and leftI assumed that DRV has a protocol in place for answering all the emails and phone messagesI see that the setup for making contact with DRV has changed recently and no longer states that DRV will respond within hours of receiving the emails Your statement "We have to keep in mind that this unit did sit at the dealers location since December of 2012, which is over two years prior to purchaseIn this scenario we trust that the dealership has made every attempt to ensure that the unit is in new and saleable condition; however, in that two year time period, rust, and other issues can ariseWe will honor our warranty policy as on this unit." I was under the impression that DRV manufactures a quality RVWith that being said, your explanation on the RV setting at the dealer for two years will develop issues like the kind I am havingI am a reasonable person, but if the DRV RV is going to have these issues then I made a huge mistake in purchasing a DRV 5th WheelYour statement has convinced me that your product is not worth my hard earned money "We will honor our warranty policy as on this unit." This statement is not accurate because DRV refused to cover my warrant issues twiceI have paid for warranty issues out of my pocket and I am currently waiting on a distribution block for the front landing gears so I can tow the RV back to a dealer for more repairs MrO [redacted] , this has gone on longer than it sure have and I have been reasonable about contacting DRV and never received a response until I contacted the Revdex.comI purchased this RV as "NEW" I have read a small portion of a Federal Lemon Law and this definitely falls under that lawDue to major concerns on the roof delaminating and the floor in the bedroom becoming soft due to the water leak I am requesting every penny that I have spent on this RVAt first I wanted a replacement in kind, but you have convinced me to want all my money backThis is going to escalate very quickly and I do not want that to happenI do not want any more money than what I have spent on this RV including the purchase, title, insurance, storage contract and warranty issues Final Consumer Response / [redacted] (4200, 12, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unacceptable Final Business Response / [redacted] (4000, 10, 2015/06/25) */ Contact Name and Title: [redacted] O [redacted] - Director We have already responded to this request OFFER: We have already responded to this request
Initial Business Response /* (1000, 5, 2016/06/29) */
This particular issue is an issue of personal preference. We design the units with furniture that we feel will fit the majority of our target market. There are times when the choice or design of materials/products do not line up with the...
desires of the customer. Although this is an unfortunate situation as the expectation of the customer has not been met, this is not a defect in material or workmanship and does not fall within our warranty guidelines. DRV will not replace the material or products that are not defective in material or workmanship.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We don't feel a sleeper sofa with such small dimensions falls within "reasonable expectations" of any population. It's like making half a snow shovel...why would anybody in their right mind do such a thing? Yet this is the same flawed logic DRV is using.They can use this same logic to manufacture anything outside reasonable expectations, then claim it's not a manufacturing defect.
Final Business Response /* (4000, 9, 2016/07/05) */
There is a claim that was entered in our warranty system detailing a complaint with the hide-a-bed sofa; however, nothing in the complaint is related to the size of the hide-a-bed portion of the sofa. The claim only suggests that the hide-a-bed is not satisfactory to the customer. This is the standard hide-a-bed for this application. Is it possible for the customer to provide a photograph of the hide-a-bed that they are dissatisfied with. It can be emailed to [redacted]@heartlandrvs.com.
Final Consumer Response /* (4200, 11, 2016/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will submit the photos as requested, but the only solution we will accept is a replacement of the sofa. I will explain in the email sent to the above address that we complained about the length of the sofa from the beginning.....however, as we were not allowed to deal directly with the company, and went through the dealer with our complaint, we do not know what information was transmitted and/or omitted.
We are submitting 2 photos of the 60"length mattress as requested; we will also send a separate email with the photos to the above address.
Initial Business Response /* (1000, 8, 2015/06/18) */
Contact Name and Title: Chad O[redacted] - Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@drvsuites.com
The payment owed to this consumer is currently in process. We have agreed to make the payment and intend to keep our word. ...
We have had some mishaps on our end that are now corrected and we can assure you that the payment will be processed and delivered as promised.
OFFER:
$215 payment for Customer Appreciation program
Initial Consumer Rebuttal /* (3000, 12, 2015/06/24) */
Your recent e-mail stated: Please be sure to indicate whether the company's response is satisfactory or not within ten (10) days.
We do not consider this case closed until we receive the check. We have been told for almost 5 months now that the check is "in process."
We don't know how to respond to the e-mail asking us if DRV's response is acceptable.
Their response is not acceptable until we have the check in hand, and we don't know if we will have the check within the next 10 days. However, we want to be fair to DRV if in fact we get the check this time as promised.
How do you recommend we respond so that the case is not automatically closed? We could say "yes IF...." but don't know if we will have an opportunity to add to our case file if we receive the check.
Please advise. Thank you.
[redacted]
Final Business Response /* (4000, 15, 2015/06/25) */
Contact Name and Title: Chad O[redacted] - Director
We have already responded to this request.
OFFER:
We have already responded to this request.
Final Consumer Response /* (2000, 20, 2015/06/29) */
We are happy to report that today, June 26, we received the promised compensation check from DRV.
The check was postmarked June 18, but was delayed in getting to us because it was sent to our winter address instead of our permanent address, and it had to be forwarded.
We thank the Revdex.com and Chad O[redacted] from DRV for his help in getting this issue resolved.
We consider the case closed.
Initial Business Response /* (1000, 5, 2015/06/18) */
Contact Name and Title: [redacted] - Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@drvsuites.com
After reviewing history on this unit, we have received two requests for warranty from the selling dealer in this case and...
have approved and paid both warranty claims. We are not positive who the customer is trying to contact here at the factory, but I personally have received no emails or phone messages of an attempt from the customer to contact us. If he can provide me with the names of whom he has tried to contact I will verify the attempts. Also, we are willing to work through all issues that exist through our warranty polices and procedures as this unit is still in its warranty period. We have to keep in mind that this unit did sit at the dealers location since December of 2012, which is over two years prior to purchase. In this scenario we trust that the dealership has made every attempt to ensure that the unit is in new and saleable condition; however, in that two year time period, rust, and other issues can arise. We will honor our warranty policy as normal on this unit.
OFFER:
This customer can contact our warranty department at XXX-XXX-XXXX extension [redacted] or extension 1336 and we will help to resolve all complaints.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr. [redacted],
1. The selling dealer was [redacted] out of Lincoln, NE and we live in Katy, TX. [redacted] has not done any warranty work of any kind on our RV (that I know of). The RV warranty work performed on our RV was here in TX. and DRV refused to handle the warranty claims on two separate occasions. You apparently are talking about somebody else's warranty because as I stated, I paid out of my own pocket.
2. I used the Contact information on your DRV Website using the email method as well as the DRV contact phone number. I do not know who received the emails or phone messages that I sent and left. I assumed that DRV has a protocol in place for answering all the emails and phone messages. I see that the setup for making contact with DRV has changed recently and no longer states that DRV will respond within 24 hours of receiving the emails.
3. Your statement "We have to keep in mind that this unit did sit at the dealers location since December of 2012, which is over two years prior to purchase. In this scenario we trust that the dealership has made every attempt to ensure that the unit is in new and saleable condition; however, in that two year time period, rust, and other issues can arise. We will honor our warranty policy as normal on this unit."
I was under the impression that DRV manufactures a quality RV. With that being said, your explanation on the RV setting at the dealer for two years will develop issues like the kind I am having. I am a reasonable person, but if the DRV RV is going to have these issues then I made a huge mistake in purchasing a DRV 5th Wheel. Your statement has convinced me that your product is not worth my hard earned money.
"We will honor our warranty policy as normal on this unit." This statement is not accurate because DRV refused to cover my warrant issues twice. I have paid for warranty issues out of my pocket and I am currently waiting on a distribution block for the front landing gears so I can tow the RV back to a dealer for more repairs.
Mr. O[redacted], this has gone on longer than it sure have and I have been reasonable about contacting DRV and never received a response until I contacted the Revdex.com. I purchased this RV as "NEW" I have read a small portion of a Federal Lemon Law and this definitely falls under that law. Due to major concerns on the roof delaminating and the floor in the bedroom becoming soft due to the water leak I am requesting every penny that I have spent on this RV. At first I wanted a replacement in kind, but you have convinced me to want all my money back. This is going to escalate very quickly and I do not want that to happen. I do not want any more money than what I have spent on this RV including the purchase, title, insurance, storage contract and warranty issues.
Final Consumer Response /* (4200, 12, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable
Final Business Response /* (4000, 10, 2015/06/25) */
Contact Name and Title: [redacted] - Director
We have already responded to this request.
OFFER:
We have already responded to this request.
Initial Business Response /* (1000, 5, 2017/06/15) */
The customer was offered a replacement sofa bed or [redacted] to correct the issue at hand. the customer chose the [redacted] but did not provide mailing address information. We were later contacted about the collection of the money and the customer...
stated that they needed [redacted] to make this right. We expressed that the [redacted] is our offer as that will more than cover the cost of the provided sofa replacement or repair.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The DRV response is not accurate. They stated they are still using the same model of sofa bed for this unit. And offered us [redacted] (Please see attachment #1) However, this still does not remedy the situation. We had to research an alternative for the sofa bed since DRV doesn't seem intersted in fixing the design flaw-other than two 4x4 wood blocks. We did NOT ask for [redacted] (Please see attachment #2.) We asked for half to fix the problem. In closing, I do want to state that other than this issue, we are very happy with our unit. It just makes having overnight guests impossible.
Final Business Response /* (4000, 9, 2017/06/21) */
Our warranty policy allows for the replacement of defective part with like parts. In this case, we have determined that our like parts may not make the situation any different than it currently is. We are not manufacturers of furniture, so we cannot be certain that a new sofa that is supposed of same design would be exactly like the current sofa or if it would be slightly different to allow for a better result. With that, we have made the decision to give the customer significantly more money than it would cost for us to replace the sofa and ship it to them. [redacted] cash to replace the sofa is a very fair and reasonable offer and we intend to stay with that offer for this case. We appreciate the customer would like a much more expensive sofa; however, I am certain that the allowance that we have offered would allow the customer to find a similar product that was originally provided.
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ Contact Name and Title: [redacted] O [redacted] - Director Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @drvsuites.com After reviewing history on this unit, we have received two requests for warranty from the selling dealer in this case and have approved and paid both warranty claimsWe are not positive who the customer is trying to contact here at the factory, but I personally have received no emails or phone messages of an attempt from the customer to contact usIf he can provide me with the names of whom he has tried to contact I will verify the attemptsAlso, we are willing to work through all issues that exist through our warranty polices and procedures as this unit is still in its warranty periodWe have to keep in mind that this unit did sit at the dealers location since December of 2012, which is over two years prior to purchaseIn this scenario we trust that the dealership has made every attempt to ensure that the unit is in new and saleable condition; however, in that two year time period, rust, and other issues can ariseWe will honor our warranty policy as on this unit OFFER: This customer can contact our warranty department at XXX-XXX-XXXX extension [redacted] or extension and we will help to resolve all complaints Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mr [redacted] , The selling dealer was [redacted] out of Lincoln, NE and we live in Katy, TX [redacted] has not done any warranty work of any kind on our RV (that I know of)The RV warranty work performed on our RV was here in TXand DRV refused to handle the warranty claims on two separate occasionsYou apparently are talking about somebody else's warranty because as I stated, I paid out of my own pocket I used the Contact information on your DRV Website using the email method as well as the DRV contact phone numberI do not know who received the emails or phone messages that I sent and leftI assumed that DRV has a protocol in place for answering all the emails and phone messagesI see that the setup for making contact with DRV has changed recently and no longer states that DRV will respond within hours of receiving the emails Your statement "We have to keep in mind that this unit did sit at the dealers location since December of 2012, which is over two years prior to purchaseIn this scenario we trust that the dealership has made every attempt to ensure that the unit is in new and saleable condition; however, in that two year time period, rust, and other issues can ariseWe will honor our warranty policy as on this unit." I was under the impression that DRV manufactures a quality RVWith that being said, your explanation on the RV setting at the dealer for two years will develop issues like the kind I am havingI am a reasonable person, but if the DRV RV is going to have these issues then I made a huge mistake in purchasing a DRV 5th WheelYour statement has convinced me that your product is not worth my hard earned money "We will honor our warranty policy as on this unit." This statement is not accurate because DRV refused to cover my warrant issues twiceI have paid for warranty issues out of my pocket and I am currently waiting on a distribution block for the front landing gears so I can tow the RV back to a dealer for more repairs MrO [redacted] , this has gone on longer than it sure have and I have been reasonable about contacting DRV and never received a response until I contacted the Revdex.comI purchased this RV as "NEW" I have read a small portion of a Federal Lemon Law and this definitely falls under that lawDue to major concerns on the roof delaminating and the floor in the bedroom becoming soft due to the water leak I am requesting every penny that I have spent on this RVAt first I wanted a replacement in kind, but you have convinced me to want all my money backThis is going to escalate very quickly and I do not want that to happenI do not want any more money than what I have spent on this RV including the purchase, title, insurance, storage contract and warranty issues Final Consumer Response / [redacted] (4200, 12, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unacceptable Final Business Response / [redacted] (4000, 10, 2015/06/25) */ Contact Name and Title: [redacted] O [redacted] - Director We have already responded to this request OFFER: We have already responded to this request
Initial Business Response /* (1000, 5, 2016/06/29) */
This particular issue is an issue of personal preference. We design the units with furniture that we feel will fit the majority of our target market. There are times when the choice or design of materials/products do not line up with the...
desires of the customer. Although this is an unfortunate situation as the expectation of the customer has not been met, this is not a defect in material or workmanship and does not fall within our warranty guidelines. DRV will not replace the material or products that are not defective in material or workmanship.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We don't feel a sleeper sofa with such small dimensions falls within "reasonable expectations" of any population. It's like making half a snow shovel...why would anybody in their right mind do such a thing? Yet this is the same flawed logic DRV is using.They can use this same logic to manufacture anything outside reasonable expectations, then claim it's not a manufacturing defect.
Final Business Response /* (4000, 9, 2016/07/05) */
There is a claim that was entered in our warranty system detailing a complaint with the hide-a-bed sofa; however, nothing in the complaint is related to the size of the hide-a-bed portion of the sofa. The claim only suggests that the hide-a-bed is not satisfactory to the customer. This is the standard hide-a-bed for this application. Is it possible for the customer to provide a photograph of the hide-a-bed that they are dissatisfied with. It can be emailed to [redacted]@heartlandrvs.com.
Final Consumer Response /* (4200, 11, 2016/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will submit the photos as requested, but the only solution we will accept is a replacement of the sofa. I will explain in the email sent to the above address that we complained about the length of the sofa from the beginning.....however, as we were not allowed to deal directly with the company, and went through the dealer with our complaint, we do not know what information was transmitted and/or omitted.
We are submitting 2 photos of the 60"length mattress as requested; we will also send a separate email with the photos to the above address.
Initial Business Response /* (1000, 8, 2015/06/18) */
Contact Name and Title: Chad O[redacted] - Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@drvsuites.com
The payment owed to this consumer is currently in process. We have agreed to make the payment and intend to keep our word. ...
We have had some mishaps on our end that are now corrected and we can assure you that the payment will be processed and delivered as promised.
OFFER:
$215 payment for Customer Appreciation program
Initial Consumer Rebuttal /* (3000, 12, 2015/06/24) */
Your recent e-mail stated: Please be sure to indicate whether the company's response is satisfactory or not within ten (10) days.
We do not consider this case closed until we receive the check. We have been told for almost 5 months now that the check is "in process."
We don't know how to respond to the e-mail asking us if DRV's response is acceptable.
Their response is not acceptable until we have the check in hand, and we don't know if we will have the check within the next 10 days. However, we want to be fair to DRV if in fact we get the check this time as promised.
How do you recommend we respond so that the case is not automatically closed? We could say "yes IF...." but don't know if we will have an opportunity to add to our case file if we receive the check.
Please advise. Thank you.
[redacted]
Final Business Response /* (4000, 15, 2015/06/25) */
Contact Name and Title: Chad O[redacted] - Director
We have already responded to this request.
OFFER:
We have already responded to this request.
Final Consumer Response /* (2000, 20, 2015/06/29) */
We are happy to report that today, June 26, we received the promised compensation check from DRV.
The check was postmarked June 18, but was delayed in getting to us because it was sent to our winter address instead of our permanent address, and it had to be forwarded.
We thank the Revdex.com and Chad O[redacted] from DRV for his help in getting this issue resolved.
We consider the case closed.
Initial Business Response /* (1000, 5, 2015/06/18) */
Contact Name and Title: [redacted] - Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@drvsuites.com
After reviewing history on this unit, we have received two requests for warranty from the selling dealer in this case and...
have approved and paid both warranty claims. We are not positive who the customer is trying to contact here at the factory, but I personally have received no emails or phone messages of an attempt from the customer to contact us. If he can provide me with the names of whom he has tried to contact I will verify the attempts. Also, we are willing to work through all issues that exist through our warranty polices and procedures as this unit is still in its warranty period. We have to keep in mind that this unit did sit at the dealers location since December of 2012, which is over two years prior to purchase. In this scenario we trust that the dealership has made every attempt to ensure that the unit is in new and saleable condition; however, in that two year time period, rust, and other issues can arise. We will honor our warranty policy as normal on this unit.
OFFER:
This customer can contact our warranty department at XXX-XXX-XXXX extension [redacted] or extension 1336 and we will help to resolve all complaints.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mr. [redacted],
1. The selling dealer was [redacted] out of Lincoln, NE and we live in Katy, TX. [redacted] has not done any warranty work of any kind on our RV (that I know of). The RV warranty work performed on our RV was here in TX. and DRV refused to handle the warranty claims on two separate occasions. You apparently are talking about somebody else's warranty because as I stated, I paid out of my own pocket.
2. I used the Contact information on your DRV Website using the email method as well as the DRV contact phone number. I do not know who received the emails or phone messages that I sent and left. I assumed that DRV has a protocol in place for answering all the emails and phone messages. I see that the setup for making contact with DRV has changed recently and no longer states that DRV will respond within 24 hours of receiving the emails.
3. Your statement "We have to keep in mind that this unit did sit at the dealers location since December of 2012, which is over two years prior to purchase. In this scenario we trust that the dealership has made every attempt to ensure that the unit is in new and saleable condition; however, in that two year time period, rust, and other issues can arise. We will honor our warranty policy as normal on this unit."
I was under the impression that DRV manufactures a quality RV. With that being said, your explanation on the RV setting at the dealer for two years will develop issues like the kind I am having. I am a reasonable person, but if the DRV RV is going to have these issues then I made a huge mistake in purchasing a DRV 5th Wheel. Your statement has convinced me that your product is not worth my hard earned money.
"We will honor our warranty policy as normal on this unit." This statement is not accurate because DRV refused to cover my warrant issues twice. I have paid for warranty issues out of my pocket and I am currently waiting on a distribution block for the front landing gears so I can tow the RV back to a dealer for more repairs.
Mr. O[redacted], this has gone on longer than it sure have and I have been reasonable about contacting DRV and never received a response until I contacted the Revdex.com. I purchased this RV as "NEW" I have read a small portion of a Federal Lemon Law and this definitely falls under that law. Due to major concerns on the roof delaminating and the floor in the bedroom becoming soft due to the water leak I am requesting every penny that I have spent on this RV. At first I wanted a replacement in kind, but you have convinced me to want all my money back. This is going to escalate very quickly and I do not want that to happen. I do not want any more money than what I have spent on this RV including the purchase, title, insurance, storage contract and warranty issues.
Final Consumer Response /* (4200, 12, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unacceptable
Final Business Response /* (4000, 10, 2015/06/25) */
Contact Name and Title: [redacted] - Director
We have already responded to this request.
OFFER:
We have already responded to this request.
Initial Business Response /* (1000, 5, 2017/06/15) */
The customer was offered a replacement sofa bed or [redacted] to correct the issue at hand. the customer chose the [redacted] but did not provide mailing address information. We were later contacted about the collection of the money and the customer...
stated that they needed [redacted] to make this right. We expressed that the [redacted] is our offer as that will more than cover the cost of the provided sofa replacement or repair.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The DRV response is not accurate. They stated they are still using the same model of sofa bed for this unit. And offered us [redacted] (Please see attachment #1) However, this still does not remedy the situation. We had to research an alternative for the sofa bed since DRV doesn't seem intersted in fixing the design flaw-other than two 4x4 wood blocks. We did NOT ask for [redacted] (Please see attachment #2.) We asked for half to fix the problem. In closing, I do want to state that other than this issue, we are very happy with our unit. It just makes having overnight guests impossible.
Final Business Response /* (4000, 9, 2017/06/21) */
Our warranty policy allows for the replacement of defective part with like parts. In this case, we have determined that our like parts may not make the situation any different than it currently is. We are not manufacturers of furniture, so we cannot be certain that a new sofa that is supposed of same design would be exactly like the current sofa or if it would be slightly different to allow for a better result. With that, we have made the decision to give the customer significantly more money than it would cost for us to replace the sofa and ship it to them. [redacted] cash to replace the sofa is a very fair and reasonable offer and we intend to stay with that offer for this case. We appreciate the customer would like a much more expensive sofa; however, I am certain that the allowance that we have offered would allow the customer to find a similar product that was originally provided.