Diamond R.V. Centre, Inc.

They promised they would have my RV fixed with in 2 weeks. Told them I travel for work and need it. 2 weeks later they never even starting working on We had a problem with our slide out tearing up our carpet. We had a RV dealer in Texas tell us that both slides have to come out in order to put in new carpet as the carpet goes under both slides. We were on our way to California and stopped at a RV dealership to see what they would say, they told us the same thing about the slides. We decided to wait till we get home to get it fixed. We got home to Vermont and had a hometown RV dealership look at our RV. They told us could cut the carpet and seam it but it would be unprofessional and show and would not do that. But the way it has to be done is for both slides have to come out but could not do it because they did not have the lift to take out the slides. Our insurance company ( progressive ) recommended Diamond RV in Hatfield, Mass. Called and explained to the [redacted] named [redacted] our problem and that both slides have to come out and she said no problem...we have 7 bays. Told her we travel for work and would need it fixed ASAP. She told me bring it right in before we get busy and we would get it back in two weeks. Got there and she said they can fix it without taking slides out. Told her 3 different RV dealers said different. [redacted] told us they would have a estimate by Wednesday and get right on it. No call on Wednesday so called the next day. She said I thought we could cut the carpet and seam it but we couldn't match the color. She said both slides have to come out to install the carpet. She said she would have the estimate by Friday Monday no call. 2 weeks later and no estimate I called to talk to the [redacted]. The women that answered told me the [redacted] was not in. I explained what happen and she connected me to [redacted]. [redacted] said the [redacted] is out back and can not talk to anyone. I told her she lied to me. She said [redacted] for a minute and let me explain. I hung up on her after that. Called back and [redacted] the [redacted] told me I secretly listen in on your call and you hung up on my [redacted] and now it will take a lot longer to fix your RV. I said no it wont because I'm picking it up tomorrow. [redacted] said ok you owe us $114.00 It cost me diesel fuel for RV and gas to drive car back and 4 hours time for nothing. ( for I don't know why??) I told [redacted] that I was going to let progressive know and hopefully they will not do business with them. [redacted] laughed at me and said that would never happen. Desired SettlementWe drove our RV from Proctor, VT ( 5 hours round trip ) with a jeep in tow so we would have a ride back home. We never would have done this if they were honest and told us a truthful time frame. Then they have the nerve to charge us $ 114.00 for ripping us off. We want the $114.00 back plus $200.00 for fuel it cost to drive the RV there and back plus the jeep back twice. Total of $314.00 Business' Initial Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted] was refered to us thru progressive insurance . We told both the insurance company and [redacted] we would take a look at his coach however made no "PROMISES" about repaire ! [redacted] had stated the slide room were not functioning after he hit a large bump in the road. We could no way tell a customer what repaire could or could not be made over the phone in that type of situation. As far as carpeting go's we were prepairing a quote however we have to sublet the carpet install to a carpet company so they can bind the edges so we are at there mercy to a certain extent . [redacted] had several conversations with [redacted] in our service dept. . The last one he got vulgar with her and she said she didn't have to listen to that type of languge if he didn't stop she would have to hang up . She did get [redacted] our [redacted] again [redacted] was threatning at one point saying he would [redacted].We told him to come get his RV it would be parked out front tomorrow and he owed $114.00 . After the 3 of us meeting [redacted] and myself we decided to waive the $114.. never charged [redacted] when he came in. He was quiet and left . If he say's we charged him it's incorrect.Have him show you a bill . As far as a time frame Mr. [redacted] never had a appointment we said we'd take a look at it for him . We feel we owe [redacted] nothing we didn't charge him and we really just don't want the hassle.[redacted]Diamond R.V.Centre Inc.Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)THEIR RESPONSE IS AN OUT RIGHT LIE. I . I NEVER SAID I WOULD [redacted]. THAT MAKES NO SENSE WHAT SO EVER AND A CHILDISH PERSON MUST OF WROTE THIS RESPONSE. THEY NOW JUST SLANDERED MYSELF BY SAYING THIS. THE PROGRESSIVE AGENT WAS THE PERSON THAT WAS IN CONTACT WITH [redacted] NOT ME. I CONTACTED HER THE DAY I BROUGHT MY RV IN AND THE DAY I CALLED TO ASK FOR THE [redacted] AND WAS TOLD HE WILL NOT SPEAK TO ANYONE. AFTERWARD I WAS TOLD MY PRIVATE CALL WITH [redacted] WAS SECRETLY LISTENED IN BY [redacted] WITHOUT MY KNOWLEDGE OR CONSENT. AFTER ALL THIS I SPOKE WITH THE PROGRESSIVE AGENT AND TOLD THEM THAT [redacted] SAID THEY COULD TREAT CUSTOMERS ANYWAY THEY LIKE AND PROGRESSIVE WOULD STILL SEND CUSTOMERS TO THEM. THE PROGRESSIVE AGENT THEN INFORMED ME THAT I WAS THEIR THIRD CUSTOMER THAT HAD PROBLEMS WITH THEM SINCE THEY GOT [redacted] AND THEY ARE STOPPING RECOMMENDING CUSTOMERS TO THEM. I WANT A WRITTEN APOLOGY FROM ALL OF THEM THAT WORK THERE AND MONETARY FOR THE LOSS OF USAGE FOR OUR RV AND SLANDER. THE [redacted] SHOULD BE ASHAMED OF HIMSELF FOR ALLOWING THIS TO HAPPEN.

Will not return service calls, does not order service parts, does not repair damaged items, has damaged RV, does not honor service agreement.We purchased our RV new in 2013. Within months we started having problems with it. Broken light switches (the heat from the light is melting the switches), broken fans, broken toilet, broken door (they broke it), broken mattress, broken bed lift, broken ladder (to bunk), broken refrigerator, water damage (leaks), broken CO2 alarm, stove (igniter doesn't work).We told them numerous times about our ceiling vent and they did not repair it. Claimed our refrigerator would not work in winter (we have winter package) and it turns out just the pilot light was out. Took approximately three months to have a mattress replaced. Light switches continue to melt. They rarely return calls and most often it is just a runaround. They do not order parts. They insist we keep paying repair fees to have them come out.At this time we have numerous problems with our RV, we cannot get them to honor our warranty service, they keep charging us to come out when they aren't even fixing all the problems!As they refuse to give us our warranty service, we are requesting a refund of the extended warranty.Desired SettlementWe paid $1500 for an extended warranty and are unable to get our warranty service done here. Therefore I am requesting a refund of our extended warranty.Business Response Diamond RV Centre has been serving the RV community since 1991. Since becoming accredited from the Revdex.com in 2004 we have maintained an A+ rating for customer service. Mr. [redacted] has received 3 road service calls to repair his camper at Lamb City Campground in Phillipston, MA. One of which was an "emergency" which Diamond RV made arrangements to visit the campsite, confirmed with Mr. [redacted] estimated time of arrival to completed "emergency" repairs. Once dispatched one of the two Diamond RV representatives received a phone call that the customer had called the dealership and needed to have the service completed in the afternoon instead. The Diamond RV representatives then turned around only to have to leave again to fulfil Mr. [redacted]'s request to repair his camper in the afternoon. Out of the 3 road service calls Mr. [redacted] has received he has been charged one $85 road service fee. Mr. [redacted] has received numerous phone calls return from Diamond RV, instances where he would not receive a phone call include when Mr. [redacted] gets angry, belligerent, and threatening to employees of Diamond RV, including employees in the service, parts, and the [redacted] as well.Diamond RV tries to reserve road service calls for customers who are unable to transport their campers, Mr. [redacted] has a vehicle capable of transporting his camper. On multiple occasions both Mr. and Mrs. [redacted] had been informed the Diamond RV would be happy to repair their camper under its warranty, however because of the nature of the repairs it would have to be done at our facility. The factory warranty provided to Mr. [redacted] was provided by Keystone RV and it states; for a camper to be repaired under the factory warranty all repairs must be done at a Keystone RV authorized repair facility, transportation to and from the repair facility is the owners' responsibility. Diamond RV will happily comply with the request to cancel Mr. [redacted] extended service contract. Mr. [redacted] must sign a cancellation request form which Diamond RV will be happy to supply him with upon request, and within 30-45 days he will receive a check for a pro rata amount established by the extended warranty provider. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am requesting a full refund of the extended warranty. As stated in my complaint, numerous of the items that have been broken have gone un-repaired. I was not asked to bring it in to repair these items. If that is what is needed, that is what we will do. The [redacted], who himself was told his employee broke my door, AGREED That it was their policy to "fix" doors that way? You cannot expect a customer to not get upset when you repeatedly put them off, do not return calls, do not order parts even though your people keep telling us the parts have been ordered, etc.,As for "Angry, belligerent and threatening", I told you exactly what I would do, and I have done it. That is/was not a threat, it is fact. That was not belligerent, it was fact. It was also not threatening. The choice was yours, either provide service for the product you sold, or I would be forced to find other means to settle this case.I have found numerous places to voice my complaint and have done so and will continue to do so. Whatever the end result of this complaint will be, rest assured your horrible service and support will be viewed by others.I only wish I had started this sooner and returned the garbage of an RV under the lemon law. That one I don't hold you at fault for. But you still need to get your people to stop lying on the phone telling us they have ordered parts and never ordering anything, or telling us they will call us back and never calling us back.The complaint stands as is. The issues I have brought up have not been addressed. A partial refund of the service contract, after months that you have delayed repairs, which would cost me to lose that much money is not acceptable. Final Business Response Diamond RV will be mailing the required forms to Mr. [redacted] at the following address as filed with the Revdex.com:[redacted], XXXXXOnce received by the [redacted] they will need to be signed and returned to Diamond RV. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not expect lies in this discussion. I do not and have not been vulgar. I would appreciate if you do not lie. On two of the calls where we paid for service personnel to come out, we were indeed snowed in. We paid for them to come out, they did not fix the problems and they broke my door. These two examples you cite went well. However, you continue to disregard the many unreturned phone calls and parts that we were told would be ordered and were never ordered. If you were not going to order them, you should have told us so. Ignoring us is not the way to resolve a situation. I would appreciate if Diamond RV discontinue lying in this matter. At no time have I ever been vulgar with anyone at Diamond RV. You continue to try and berate me because I stated I would turn to the Revdex.com if I was unable to resolve this matter. Tantrum? I am not a child. As I stated before, I am not setting out to lose money because your people did not provide the service they stated they would. I will accept a full refund of our extended service contract. Not a partial.