Dennis Dillon RV and Marine Center

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 meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: As I previously stated and show in the email communications, it was never about coordinating a repair because I am not interested in dealing with another long drawn out ordeal, especially with DDRV involvedAnd it was DDRVs fault I was having to go from state to state to avoid inclement weather in the first place, not a joy ride.I am however, so far very happy to be working with their insurance and have hopes of resolving the situation so as to not be as upside downI am VERY happy this nightmare looks to be coming to a close, thanks to their insuranceSincerely, [redacted]

I have talked to Mr***, via telephone, about his accessories and repairs I have also stayed in contact with Mr***, via several emailsThe repairs will be finished today, and the accessories are verified, that they were ordered on time, and are on the way We hope to have all accessories by April 29th, and will deliver them to him when they arriveWe are sorry for the parts delay and will keep in contact with the manufacturer to insure good service and delivery for Mr*** We will deliver the trailer back to him on April 19th, so he can use it now, while waiting for his accessory chair, that is on ordered The trailer is repaired and has been usable to him Joe M [redacted] DDRV CELL [redacted]

When the customer informed us of the problem, she had traveled with the motor home to Florida and was in FloridaAround August 29, 2017, the customer notified us that water was leaking into the unit through the front cap and that a Florida RV dealer said the front cap and portions of the repaired roof were improperly sealedWe authorized the dealer to make the repairsIt did not have time to make them before evacuating due to hurricane IrmaIt performed a temporary fix that it said would last several monthsIt completed the repairs, which we paid for, on or before September 6, The customer left Florida to avoid hurricane Irma and drove to the area of South Carolina The customer began complaining about motorhome's slide out, on which we had not performed any workOn September 16, 2017, we offered to coordinate additional repairs and asked what town the unit was located inAt that point, the customer took the position that she had lost confidence in her motorhome and wanted us to buy it back from herWe informed her that we would pay for the repairs, but that was all we could doWe offered her $15,to go have the repairs made on her own if she did not want to let us coordinate the repairsShe declined and demanded $40,000.We submitted the claim to our insurer on September 29, Our insurer contacted the customer sometime after October 6, Prior to submitting this response, I contacted our insurer for an updateThe insurer informed me that it has accepted liability for the repairs and is working with the customerThe initial repair estimates are $12,000, well below the $15,we offered herThe insurer will continue working with her to make the repairs and compensate her for the depreciated value

As the customer noted, DDRV's Insurer has contacted her and is working with her to resolve the issues with her coachDDRV understands her frustration with the timetable of eventsAs she noted, however, during the course of trying to resolve the issue, she traveled through several different states, which made coordinating a repair difficultDDRV will continue to cooperate with its Insurer in addressing the her concerns

I emailed Ms [redacted] on September 9th, and did not get a response; so I called on September 10th I did get a hold of Ms [redacted] and explained: the off center steering wheel was a common issue, with new vehicles, and the repair is usually covered under Ford manufacturers warranty I asked Ms [redacted] to give me the name of a local Ford dealership that she trusts and I will call the service manager and set up the appointment and guarantee any payments not covered by warranty.Ms [redacted] agreed to this course of actionI have not heard back yet to coordinate this repair As soon as I do, I will take care of all complaints regarding the steering wheel issue Thank you, [redacted] Fixed Operations Director Dennis Dillon 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 Revdex.com Complaint ID#: [redacted] July 15, 2015The [redacted] Dillon RV response to my complaint is not accurate It is a misrepresentation A major part of their “hard costs” included a charge for a sway controller hitch Of the $they charged me in “hard costs”, $was for the sway controller hitch The terms of our agreement expressly included that they would ship the hitch to my home in Bend Oregon at no additional cost The hitch was never returned I contacted them three times regarding this issueAll of this, incidentally, I can proveAt this point I want a $credit on my credit card, or I will initiate a chargeback process through my bank Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: After being passed around for close to a month and having my hauler at DDRV dealer in Westminster CA for over weeksThe only thing done was that the generator was looked at and said to be fixedWater leak was said to not be foundBike mount, lock bars were finally done after over a month timeHauler was given back to me Jim did call me but not every day and as for the chair and patio set that still has not been doneJim said they have an ETAI have not been told exactly when they will be getting itGiven that they have an ETA they should know when it will all arrive to their dealerNo? Jim also said that when both items arrive that they will have their employees drive it down to my location and install it which will at that time be completedI appreciate Jim working to get this done but again its now past a month time and well again if I was told this before buyingI would have done elsewhereI do suggest that after this has been resolved that the workers in the Westminster location be trained in being upfront and honest with customers that pay too much for overpriced RV/Haulers Sincerely, [redacted] ***

We are sorry about the mistake in the paper and will honor the $coupon Msjust needs to call Susan H [redacted] and Susan will take care of the coupon for her

Complaint: ***I am rejecting this response because:
Everything Joe as said is a lie and not trueHe nor anyone else from DDRV called me to stay in touch as I have only gotten one call from a person name Nicky on April 8thShe has stated that they are still working and awaiting parts to come inAgain I was told that all parts were ordered on March 15th and would take about business daysIf this were true then all parts would have been in and ready to install.
The toy hauler was picked up from San Diego to be taken back to DDRV for repairs and to install all the items listed on the promise due billWhen I say repair, the generator didn't work and I found water inside of the hauler near the back where the seats are locatedSo not only have DDRV not finished as what Joe has stated but a so-call brand new toy hauler has water leaking inside and generator that does not workDDRV is aware of this but I do not know whats going on as I've heard nothing back
Today is April 16th which is past a week already and still nothingI missed my planned trip on April the 2nd because the hauler was not working and I lost a month of use which I made a payment for.
Now Joe is saying April 29th with no promise and I have another event May 7th which is again all paid forAs I stated I do not have time for their gamesthe bike stand that should have been installed never was that itself has been over weeks as wellDDRV were fully aware before I purchased this that I needed it ready by April 2nd which again they said no problem toBut after taking my money I an left out to dry with nothing not even the hauler to use.
I strongly feel I am being discriminated for and now planning to file and sue DDRV in court for all my lost time from work, event and everything else that I have investedThe hauler was purchased March 15th and I cannot keep waiting and paying for something I do not have
Joe at DDRV has provides lies here and I think Revdex.com should take more actions nowI have given them more then enough time to repair and install everythingI have lost time from work, missed planned events and now at this time I just want to be refunded so I can purchase elsewhere.
Sincerely,*** ***

***I apologize for any inconvenience that the *** might have experienced. It is my understanding everything has been resolved at this point. I spoke with those involved and it appears to me the $in question was simply a mistake. We tried to remedy the
situation by offering the customer $in accessories because they were out of state and we would have to fedex a new contract to get signed since the one that had been signed (also handled through fedex) was off by $500. It is also my understanding that the problem with licensing was not due to Dennis Dillon not providing the correct paperwork to the Wyoming DMV, but simply Mr*** not bringing the right documents with him to the DMV. WIth a phone call to our title person we provided the DMV the information Mr*** did not have with him and I am told he was able to license the coach.Regarding the early termination fee of $I would have gladly refunded the *** the $if they had lived up to their agreement to make payments and if they had refinanced within years. It is my understanding that the *** have already refinanced their coach, well short of the months they agreed to. This is the first time I have heard of this issue so I would be interested to know who at US Bank told the *** that our "facility" frequently states this. I have also reviewed this stipulation on the US Bank contracts with the RV team so everybody understands.Sincerely,*** ** ***Vice President/CFO

Complaint: ***
I am rejecting this response because: So so much of the information provided is incorrect and there are flat out liesMrC*** (who responded to the complaint) has all of the information I am providing you and still gets way too much wrong, not to mention he is one of the people that put me off, was incredibly condescending and gave me the run around because he was “so busy" when this is my daily life in upheaval. To start, I initially contacted DDRV with my leak issues via phone on August 3, I left the dealership with my "repaired" RV on July 27, So it was only days after I left that I contacted them and continued to speak with them over the phone in regard to the leaks, asking for their help as I travelled across the country to my destinationPlease note they were well aware of my intentions to take the RV to Florida and stay there from day one, so I now wonder if their intent was defraud me and my insurance company from the beginning knowing returning to CA would be too much of a burden after being so delayed weeks when they only charged for days worth of shotty work. After weeks of dealing with the leaks as I drove, on August 25, I was on the phone with DDRV people crying as water poured in from multiple locations while I was parkedThis was the first time I had been parked and water was coming in worse than it had when I was drivingI thought the driving and force of wind & elements may have been the reason for the leaks while I was on the road, and that is what I was lead to believe in speaking to themI spent the next nights up dealing with changing the towels every time it rained since nothing like a bucket or pan would fit under where the leaks where coming in fromDepending on the downpour, I was changing towels as frequently as every minutes which meant nights without any sleepPlease note I was in Bradenton, Florida at this time which was receiving flood warnings and dealing with remnants of Hurricane Harvey.I was finally able to get an appointment with a repair facility to look at my RV on August 29, at *** *** Fort MyersI have attached their report of my complaints on that date which clearly states I was having issues with the main slide leaking and is #on the report( see email attachment), so I don’t understand where they get I waited until September (saying it was after leaving, when I was still actually at the repair facility) to mention anything when the slide out area was where I noticed the leak coming in from day one on the road and complained about daily. While DDRVs people did offer to do the repairs on my coach, it was with the expectation that I drive it to their facility back in California or in IdahoAfter telling me repeatedly that their BEST worker had done my repairs, why on earth would I bother to take anything to them when I drove off in the mutilated condition I did after their “best worker” had done his “best work”? Outrageous and completely stupid logic.They did NOT authorize work on my coachThey kept saying they would, and I contacted them every other day asking when they would contact *** *** with the authorization so work could beginI have attached communication showing my attempts to get their promised authorizationI finally authorized *** *** MYSELF, to begin work regardless of DDRV on September 5th because of Hurricane Irma’s imminent hit (see email attachment)This gave *** *** days to do whatever repairs they could to make my RV as sealed as possible so I could leave on September 7th and avoid as much of Irma’s effects as possible, not to mention the crazy frenzy that was happening while everyone fled the stateThey repeatedly told me this was a temporary fix (with no timeframe) and that they were not sure they had sealed or fixed everything, but did the best they could in the time they had(email from CW attached as proof) The first rain I encountered showed their work had only minimally made things better and I still had leaksOn the day I did go to take my RV and depart, DDRV did finally step up and pay for the temporary fixes, but did not cover my hotel as promised for the days totaling $Since I left CW, I have not been able to move my slide in or out due to the temporary fix they did to try and keep out some of the water.I fled to Alabama (not South Carolina as stated) and then on again to Mississippi to avoid as much rain as possible since the leaks had not been fixed completely and were still an issueIn Mississippi on September 9th, my refrigerator went outThe repairman told me it was most definitely due to water damageAnother $I then had to move on to Tennessee to continue to avoid the weather. On September 15th, I offered a resolution to the issues based on things they said and were willing to do and requested THEY OFFER a numberIn their words “move heaven and earth to help” mePlease note in their previous calls with me it was of utmost importance to get the negative Yelp and Google reviews I placed removed, and they mentioned they wouldn’t be able to help me or convince upper management to work with me UNTIL I removed those posts.On September 16th, I was asked to drive up to Elkhart, Indiana to have the owners and upper management come look at my RV first handThis was almost miles out of my way, but in an effort to get the help they were offering I made the driveOnce I got there, the person who asked me to make the drive kept promising me he would go out and look at my RV himself and THEN have the others above him check it outI rolled in to Elkhart on September and NO one came out to see my RV, saying there just wasn’t the time being so busy buying other coaches to sellThe team left on September 21st and my entire trip was a complete waste of time and miles worth of gasI was outragedThe person who asked me to come up there made his apologies and asked me not to mention my trip up there to anyone because he never found the time and didn’t what his huge rude blunder to tarnish his reputation with upper managementI respected that wish until just now in this letter.On September 20th, after continuing to deal with leaks this entire time, I did say I no longer have faith in getting my coach repaired due to the extensive water damage and what I had been told by other professionals in regard to such damageI again did NOT DEMAND anything (see attached emails) and asked that they suggest a number that would mitigate the loss I am sustaining and the expenses I have been incurring with hotels while taking into account what they were paid and what other dealers were quoting me on my coach.On September 25th, with still no response in regard to a dollar amount, I again ASKED that they provide a number and expressed how I was losing patience & faith in their willingness to help because I was being ignored and waiting for over weeks (one day less than weeks) at that point(see emails attached) They then finally responded with an offer of $15K which I found offensive for the expenses I had been incurring, what they were paid, the amount it would take to actually fix my coach and the diminished value of my coach due to their workI then said I felt $45K was reasonable, but would be willing discuss slightly less to make the problem go awayI requested they reconsider their number taking into account all of the details and also asked how they came up with the offer of $15K knowing everything involved.On October 2, I asked for the 5th time to get their insurance company’s contact info that I had been begging them for since Sept 25, once they said they would be passing me off to themI finally heard from their insurance on October 9th and began the process to determine what repairs would be need and what all needed to be addressedI met with the person who takes their pictures and we made a list of INITIAL items that needed to be taken care of knowing there would be much more once we started to open things up and see the structural and hidden water damageYes the initial report states the repair would cost $12K, but with the ADDITIONAL supplement potentially being ANOTHER $15KIt has ended up being $30KSo NO, their $15K offer was NOT generous and is absolutely incredibly insulting since the total for just the repairs alone are going to cost over well in excess of the $15K offeredThis does not even include the damage to my property, hotels and other items covered in the claimIt goes to prove my number of $45K was not off the mark and not as outlandish and greedy as they are trying to make me out to beI just wanted to get myself back to level ground and out of the hole THEY put me in.So basically all of their claims are incorrect, false, or just out right liesI am providing unedited proof of what I am stating in the attachment so there is NO question as to what has truly been done and saidI only wish I had the phone calls in writing or on tape to prove them as wellI am happy to forward the emails themselves along with more pictures if necessary, and any other items requested to prove what a fraud DDRV isThankfully their insurance carrier is now involved and doing their best to make this nightmare endWhile I will not be able to recover the full value of my RV, I feel their insurance carrier cares way more about the situation that DDRV ever did and wants to rectify DDRVs egregious behavior as best they can. *Please note that all blacked out items in the attachment are to protect the names and contact information of those I was working withNothing was edited, not even typosI have written in names of to and from in areas it no longer seemed clear due to redacted material.Sincerely, *** *** ***

The customer signed a non refundable deposit form for the $2, He chose not to complete the transaction do he is not entitled to a refund. *** ***Vice President and CFO

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,
*** ***

We resolved this issue with the customer. They paid us for our hard costs of delivering the trailer to them and we unwound the deal

I apologize for our internal miscommunication on getting the hitch returned. The hitch is being sent out today UPS. The tracking # is ***Sorry for the inconvenience
*** ***Vice President and CFO

the customer disputed part of the credit card charge and we chose not to dispute the charge any more

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]

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. Sincerely, [redacted]

We spoke with the customer today and the check will go out in tomorrows mail.[redacted]