Dennis Dillon RV and Marine Center

When the customer informed us of the problem, she had traveled with the motor home to Florida and was in Florida. Around 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 sealed. We authorized the dealer to make the repairs. It did not have time to make them before evacuating due to hurricane Irma. It performed a temporary fix that it said would last several months. It completed the repairs, which we paid for, on or before September 6, 2017. 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 work. On September 16, 2017, we offered to coordinate additional repairs and asked what town the unit was located in. At that point, the customer took the position that she had lost confidence in her motorhome and wanted us to buy it back from her. We informed her that we would pay for the repairs, but that was all we could do. We offered her $15,000 to go have the repairs made on her own if she did not want to let us coordinate the repairs. She declined and demanded $40,000.We submitted the claim to our insurer on September 29, 2017. Our insurer contacted the customer sometime after October 6, 2017. Prior to submitting this response, I contacted our insurer for an update. The insurer informed me that it has accepted liability for the repairs and is working with the customer. The initial repair estimates are $12,000, well below the $15,000 we offered her. The insurer will continue working with her to make the repairs and compensate her for the depreciated value.

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 involved. And 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 down. I am VERY happy this nightmare looks to be coming to a close, thanks to their insurance. Sincerely,
[redacted]

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 $1506 they charged me in “hard costs”, $568 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 issue. All of this, incidentally, I can prove. At this point I want a $568 credit on my credit card, or I will initiate a chargeback process through my bank.
Regards,
[redacted]

We are sorry about the  mistake in the paper and will honor the $500. coupon.  Ms. just needs to call Susan H[redacted] and Susan will take care of the coupon for her.

I responded to the Revdex.com, in May, that we were waiting on the manufacturer to ship the parts.  There were no lies from the dealer, we were just held up due to the manufacturer.  
At that point Mr. [redacted] did say he was going to wait until he had all the parts, before he would release this claim.  
 
The good news is that we did receive the chair we owed Mr. [redacted], the brackets were installed, the generator works and we do have an ETA on the last piece to complete the order.
 
We should have everything installed in the next week. 
 
Thank you,
 
Joseph M[redacted]
DDRV CA

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 2 weeks. The only thing done was that the generator was looked at and said to be fixed. Water leak was said to not be found. Bike mount, lock bars were finally done after over a month time. Hauler 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 done. Jim said they have an ETA. I have not been told exactly when they will be getting it. Given that they have an ETA they should know when it will all arrive to their dealer. No?
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 completed. I appreciate Jim working to get this done but again its now past a month time and well again if I was told this before buying. I would have done elsewhere. I 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]

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.
In addition to never receiving the hitch,  I was overcharged $375.68.  This included a $49.50 tire cover charge (there is no tire cover), a $214.23 overcharge which was apparently an "addition error" (the detail I was given added up to $1291.95, I was charged $1506.18), a $94.95 battery charge for a battery that was never used, and a $17 battery box charge for a perfectly brand new battery box.
Regards,
[redacted]

Dennis Dillon RV and Mr. [redacted] have been in communication regarding this issue.  Dennis Dillon RV is committed to repair the RV in question and have ordered new parts, to be sure we can repair Mr. [redacted]'s RV.  DDRV service manager said she will also review any bills and expenses Mr. [redacted]...

might have incurred.Mr [redacted] is currently using his RV and will return and wait for our final repair to be completed.   Joe M[redacted]Dennis Dillon RVBoise, ID

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 are as follows.Mr [redacted] is still uniformed to everything that happened and appears to be trying to place the blame back on me.  I requested correct paperwork not only because the price was wrong, but because the sales tax was incorrect as well.  I would have accepted $500 worth of accessories if the price was the only thing wrong with the invoice.  I asked the salesman twice over the phone if there was an early termination fee on the loan and he told me no.  I asked the finance officer the same question in his office when I was at the dealership and he lied to my face and said we only needed to make 6-7 payments and we could do what we wanted after that.  I found out about the $200 dollar fee after setting up my account with US Bank and noticed the total on the loan was higher than on my paperwork.  I called US Bank and was informed that the loan included the fee for the first 3 years of the term.  The US Bank representative did not specifically name Dennis Dillon as a problem,  but stated that dealerships in general that they did business with failed to inform customers of the fee and that this was a common complaint.  At that time I reported the issue to US Bank as well.  I take ownership of the fact that I missed it in the paperwork that is my fault and all on me.  I do not appreciate being lied to, especially when I asked the same very specific question multiple times.  I do not feel that a business that employs people that lie nor do not fully understand the paperwork they are having people sign, should be rewarded by me making payments to them and letting it slide.  When I found out about the fee I called and left a message for the salesman I had worked with to ask him about it. My call was not returned for 3 days.  When he finally called me back, the issue of not having the correct paperwork to license the coach came up.  Mr. [redacted] makes the assumption that I did not take all of the required paperwork to the DMV.  This is very far from the truth.  I took every piece of paper that I had received from the dealership, even the incorrect paperwork, expecting an issue to arise.  I was not let down.  I had no issues in having a title created, they had all the correct paperwork.  The licensing department only needed a copy of the invoice from the dealership, which I had with me.  The problem, as I was informed by the clerk, was that she could not give me credit for my trade because the dealership had not filled out all of the information in "the trade in section" on their invoice.  Sure enough, the only information on the copy of the invoice I had about the trade was the amount, no make, no model, no VIN, etc anywhere on the invoice.  I was the one who called and had the correct invoice faxed to the DMV, and this took OVER 3 HOURS to get done and 7 phone calls.  This final event occurred on the 15th of May.  I was contacted on 5/18/2015 by the salesman who was calling to confirm that I had resolved the issue with DMV paperwork.  I asked him at that time about the $200 fee and he told me again that there was not a fee, that I only had to make 6-7 payments.  I informed him that this was not the case and that I did not appreciate being lied to.  In my conversation with him, it was apparent that he was getting his information from the loan officers about the terms of the contracts.  I informed him that he should get with his loan department and read the contract front to back because they were misleading people on the terms.  I did not refinance my loan until 5/19/2015.  At no time was any offer made to pay the fee after the 6-7 payment agreement was fulfilled.  I looked at it this way; do I make 7 months of payments to people who lied to me, or do I not make any payments and pay the $200 fee and move my loan to my financial institution that I have been with for 20+ years?  I think its an easy choice for anyone.    On 5/29/2015 I was contacted by [redacted] from the loan department at the dealership regarding the complaint and issues that I had with the paperwork since April 14th 2015. He apologized for everything that had happened and stated that they do not use US Bank very often. He said they had missed it and that they were most likely going to get a penalty from US Bank because I had moved the loan.  I explained the entire situation to him, he apologized again and stated he did not blame me for moving my loan after everything that had happened.  At this time, I assumed the issue was resolved and it was the end of it.  I did not expect to see the response from Mr. [redacted] today 6/3/2015.  It was not my intention during any of this to have Dennis Dillon Rv penalized by US Bank.  I simply wanted them to own their mistakes and apologize for them.  I do not appreciate being lied to and I do not appreciate the attempt to place the blame back on me for the insufficient paperwork that was provided by the dealership.  I had the correct piece of paper, they didn't do their part in filling it out fully.  I still have it if you or the dealership would like to see it.  [redacted] and [redacted]

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 action. I 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

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

I have talked to Mr. [redacted], via telephone, about his accessories and repairs.  I have also stayed in contact with Mr. [redacted], via several emails. The 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 arrive. We are sorry for the parts delay and will keep in contact with the manufacturer to insure good service and delivery for Mr. [redacted]. 
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]