Mrs. [redacted], Very confused right now, we have literally spent this entire week communicating with you both on the phone and email. We have explained numerous times that your warranty is a factory warranty. It is not an rvwholesalers warranty. Our job is...
to fight for you with the factory to make sure you your trailer is repaired and the bill is paid. We have been successful in getting the factory to cover the bill even though the repair shop was insisting on charging double what the factory allows. However, and you are aware of this the factory and service center have agreed on payment and EVERYTHING HAS ALREADY BEEN HANDLED AND PAID!!!! So we are very confused, what you ask for in your claim is already done. What more can we do? We took care of everything. Please help us understand this claim that is already handled and has the resolved while you filed a claim?
We are waiting on verification for shipping. As of right now the factory is stating it will ship tomorrow or Monday. They are stating Monday at the latest. We did talk to the service center as well and they are ready to do the repair and we informed him of how payment would be coming after repair is complete. This is why we are so very confused at this complaint. Simply put it is not accurate or fair.
It appears that the mistakes on the part of RVing Solutions continue. Their response to you of 1-15-2015 says they will be willing to honor the original contract, now they say no. They did refund my monies, but not timely or within the 10 days they said they would. It appears that they change their business practices and policy as they want to. What are consumers to believe from these people. Being in California puts me at a disadvantage to pursue this further. Hopefully you will post all of this on your website as a warning to consumers to be very cautious if they feel a need to deal with this company. Thanks-
We have already offered the customer to do all the work at no charge for him if he returns the unit to us. Simply bring the unit back to us as we offered and we will make the changes that you are requesting at no charge to you. Thank you-
You knowingly sold us a unit that you could not deliver. Been talking to Keystone and they said you knew that this was not in production. You have nothing equivalent in your inventory. Even Keystone rv could not find an equivalent model for us. and they (keystone) are angry about this situation since you have not investment.
We do not have the copy of the contract here at our facility as we have to destroy them after three years. The company was Phoenix American who your extended warranty was through, they were refusing to send a copy of the contract as well as the signet contract. We had to threaten them with an attorney. That is how we finally got a copy of it. It is a law that a company is backed by an insurance company. Did he break the law, we don't know, we don't have access to the information. We did not charge for the Signet coverage we provided it as a convenience to our customers, and wow has that back fired! We did something that cost us money to show people we were different and to help them out and this happens and now people hate us for trying to do something extra. We are a good company with good people trying to do the right thing. This one back fired, totally out of our control unfortunately, yet we are getting ripped for it. Guess that is jus the way the world is, so we accept it and move on and continue to do the best we can for our customers. I cannot give you $1,500, simply put we cannot afford to do that for everyone. We ran the numbers and the $500 and $250 puts us at risk, but we wanted to do something, even though the refund was not from us. I have talked with my brother and we want to offer you something more to show we do care. We will give you $500 to help you out. Sorry we cannot do more, we really are sorry, and really wish this could have been prevented, but it is not something we had any control over.
My name is [redacted] and I am the business manager with RVING SOLUTIONS. I am attaching proof of full refund to Mr. [redacted]. Mr. [redacted] contacted us to buy a service contract on his unit and sortley after him giving payment for the service contract we had noticed that the price was incorrect based the rate sheets be incorrectly entered onto our calculations on the website. Also we found out shortly there after that per California Law I cannot legally sell a post sale service contract to a customer in California. We have politly and expeditiosly informed Mr. [redacted] of this, then very promptly refunded him his money. Please let me know if you have any further questions. Thank you very much for your time!!!
We are forcing the manufacturer to send you the rest of the parts. Again, you filed against the wrong entity, but it is Ok, happens all the time, people need someone to blame and they blame us. With that said we are still working for you and getting the parts even though it is a manufacturers mistake and we will make sure they make this right.
RVing Solutions and RV[redacted] are not affiliated. I cannot respond to a complaint on behalf of rving solutions. The companies are not affiliated in anyway. RVing solutions rents space from us that is it. I did however talk to them and they have refunded the full...
I am rejecting this response because: As of 4:51 pm, September 21, 2016 the bill has not been paid, nor the tank shipped, so to say this has been resolved is inaccurate.I was the one who contacted the Factory and had the Repair shop contact the Factory to get the settlement negotiated at a loss to the Repair Shop. I have forwarded the email I received from Mike D[redacted], that I found to be an inappropriate way to speak to a customer.Once the tank has shipped, the repair completed I will be willing to close this complaint.
Regards,
[redacted]
Mr. [redacted], So glad to hear from you! The delay was because the address on the rental agreement you sent did not match the address on your credit application. The bank needed proof of an address to finalize approval of the loan. We have...
forwarded the Verizon bill that you provided later with the same address and are now waiting on a response from the bank. By the way we have a software system with unlimited voice mail and it cannot be full. Also, again, Brad talked with you last night about all of this, but is calling you now to clarify again. We are a bit confused by your statement that you have not heard from us. Again, you talked to Brad last night. But we will again call you now to clarify things. Please remember the bank makes these decisions, we do not and this process was delayed while waiting on a bill from you to prove address. Thank you-
I feel like we are chasing our tails here. We are working with [redacted] to get you ALL of your parts. There is nothing to reject or accept. We are working with Keystone to get you your parts.
Please let me know what the cost of Air unit they put in. Was it new or used? I believe it was told to me by there GM that it was less than 600.00 please verify that. I think they could have it shipped back to them RVW. To help resolve I would be willing to help with that if reasonable.And that a Heartland deal;er will be doing that work.The dealer closest to me would be [redacted]
First of all let me apologize for this turn of events. Unfortunately during the great recession many businesses including Chrysler and GM two of the worlds biggest companies went out of business. The company that you purchased a potential refund from if you did not use your extended warranty also went out of business. The good news is it did not cost you any thing, we took the money from our profits in order to help our customers out who did not use their extended warranties. I do not own, control, or have any ability to control what this company did or did not do. I cannot get you a refund as they are out of business and there is no recourse nor was their any recourse for you or I. Believe me we tried to secure money through channels from this company to try and get something for our customers, there was nothing there.
Again, I hate that this happened, because something we did as a good will gesture for our customers out of our pockets has people very upset with us. I wish there was something more I could do but there is not. What I will do for you however, is offer you $500 off any future RV purchase.
Again, very sorry and I hope you have a great day-
Please let me start by apologizing for the lack of service that you experienced. This is not the norm at RVWholesalers, and is not accepted at all. As a matter of fact the person responsible for not dumping your water filter canister has been reassigned. I am being...
told the unit was winterized but unfortunately the water canister was not dumped. We will of course replace it at no cost to you. Also, [redacted] is calling you first thing this morning to discuss and remedy this situation. I assure you that all will be made well and you have nothing to worry about. In the future please just call or email me, a Revdex.com complaint is not necessary at all for me to want to take care of you or any customer.
Anyway, we started having warranty issues the 2nd weekend after we received this camper, which was the roof leak but at the time didn’t realize it was a leak.I have enclosed some of the paper trail relating to the run around we’ve received at Durnells. I have encountered nothing but deceit and passing the buck on the dealer level and now the manufacture level.I filed a complaint with the Ohio Attorney Generals office on 3-25-17, they in turn contacted Forest River builder of said camper. Who contacted me on 3-28-17 by a Scott H[redacted]. The following day by a Warren M[redacted], see enclosed, and then on 4-13-17 by a Marshall H[redacted] who claimed to be plant manager at Forest River, Sandpiper Division.He told me he would be personally handling this issue, that he would be the only person I would need to be speaking with. That he fully understands the work needing done. That all warranty work would be done under his personal supervision, that the roof would come off, the insulation replaced, the back wall would be replaced due to delamination due to roof leaking. And that it would come back with a 1 year warranty. The would pick up & bring back the camper. He absolutely guaranteed my satisfaction.The following day 4-14, Dave D[redacted] called me, first contact form him. And he elaborated as to what he was going to do on the corporate end. And that he has been in contact with them. The 3 fellas I talked to hadn’t heard a word from D[redacted]s.They did come get my camper. Marshall H[redacted] disappeared from F.R. They are not going to repair as he stated. Basically a white wash job.Our concern is mold in the attic area in between the walls and the delaminated fiberglass back wall, all caused by the leaking vents, which they replaced.I purchased a warranty from RV Wholesalers/D[redacted]s. They advertise nationwide service, and never once in over 50 emails, countless phone calls ever connected me with a provider to take of warranty issues.Hence my complaint. We have a permanete camp site sitting empty. I’m paying on a camper that is in Indiana. And have now rented one to fill my site.I have much documentation regarding this run-a-round I have received.This could have all been avoided if they actually backed up what they claim they have and sell. Why should it take from April 5, 2016 till March 2017 to even get started. And not completed as stated it would be.Sincerely,[redacted]###-###-####P.S. Please let me know that you have received this.Thanks
Hello, I just hung up from talking with Mr. [redacted] and we have worked this out between us and it is now resolved. He is a valued customer and we talked on the phone and all is well. You will hear from him soon as well. Thank you- David D[redacted]
Mrs. [redacted], Very confused right now, we have literally spent this entire week communicating with you both on the phone and email. We have explained numerous times that your warranty is a factory warranty. It is not an rvwholesalers warranty. Our job is...
to fight for you with the factory to make sure you your trailer is repaired and the bill is paid. We have been successful in getting the factory to cover the bill even though the repair shop was insisting on charging double what the factory allows. However, and you are aware of this the factory and service center have agreed on payment and EVERYTHING HAS ALREADY BEEN HANDLED AND PAID!!!! So we are very confused, what you ask for in your claim is already done. What more can we do? We took care of everything. Please help us understand this claim that is already handled and has the resolved while you filed a claim?
We are waiting on verification for shipping. As of right now the factory is stating it will ship tomorrow or Monday. They are stating Monday at the latest. We did talk to the service center as well and they are ready to do the repair and we informed him of how payment would be coming after repair is complete. This is why we are so very confused at this complaint. Simply put it is not accurate or fair.
I am rejecting this response because: I would never do business with Durnell's again. His credit is as worthless as that Extended Warranty I was sold.
It appears that the mistakes on the part of RVing Solutions continue. Their response to you of 1-15-2015 says they will be willing to honor the original contract, now they say no. They did refund my monies, but not timely or within the 10 days they said they would. It appears that they change their business practices and policy as they want to. What are consumers to believe from these people. Being in California puts me at a disadvantage to pursue this further. Hopefully you will post all of this on your website as a warning to consumers to be very cautious if they feel a need to deal with this company. Thanks-
We have already offered the customer to do all the work at no charge for him if he returns the unit to us. Simply bring the unit back to us as we offered and we will make the changes that you are requesting at no charge to you. Thank you-
You knowingly sold us a unit that you could not deliver. Been talking to Keystone and they said you knew that this was not in production. You have nothing equivalent in your inventory. Even Keystone rv could not find an equivalent model for us. and they (keystone) are angry about this situation since you have not investment.
We do not have the copy of the contract here at our facility as we have to destroy them after three years. The company was Phoenix American who your extended warranty was through, they were refusing to send a copy of the contract as well as the signet contract. We had to threaten them with an attorney. That is how we finally got a copy of it. It is a law that a company is backed by an insurance company. Did he break the law, we don't know, we don't have access to the information. We did not charge for the Signet coverage we provided it as a convenience to our customers, and wow has that back fired! We did something that cost us money to show people we were different and to help them out and this happens and now people hate us for trying to do something extra. We are a good company with good people trying to do the right thing. This one back fired, totally out of our control unfortunately, yet we are getting ripped for it. Guess that is jus the way the world is, so we accept it and move on and continue to do the best we can for our customers. I cannot give you $1,500, simply put we cannot afford to do that for everyone. We ran the numbers and the $500 and $250 puts us at risk, but we wanted to do something, even though the refund was not from us. I have talked with my brother and we want to offer you something more to show we do care. We will give you $500 to help you out. Sorry we cannot do more, we really are sorry, and really wish this could have been prevented, but it is not something we had any control over.
My name is [redacted] and I am the business manager with RVING SOLUTIONS. I am attaching proof of full refund to Mr. [redacted]. Mr. [redacted] contacted us to buy a service contract on his unit and sortley after him giving payment for the service contract we had noticed that the price was incorrect based the rate sheets be incorrectly entered onto our calculations on the website. Also we found out shortly there after that per California Law I cannot legally sell a post sale service contract to a customer in California. We have politly and expeditiosly informed Mr. [redacted] of this, then very promptly refunded him his money. Please let me know if you have any further questions. Thank you very much for your time!!!
We are forcing the manufacturer to send you the rest of the parts. Again, you filed against the wrong entity, but it is Ok, happens all the time, people need someone to blame and they blame us. With that said we are still working for you and getting the parts even though it is a manufacturers mistake and we will make sure they make this right.
RVing Solutions and RV[redacted] are not affiliated. I cannot respond to a complaint on behalf of rving solutions. The companies are not affiliated in anyway. RVing solutions rents space from us that is it. I did however talk to them and they have refunded the full...
amount.
I am not accepting this response are any other until I receive all of the missing parts to the bed and couch set up
I am rejecting this response because: As of 4:51 pm, September 21, 2016 the bill has not been paid, nor the tank shipped, so to say this has been resolved is inaccurate.I was the one who contacted the Factory and had the Repair shop contact the Factory to get the settlement negotiated at a loss to the Repair Shop. I have forwarded the email I received from Mike D[redacted], that I found to be an inappropriate way to speak to a customer.Once the tank has shipped, the repair completed I will be willing to close this complaint.
Regards,
[redacted]
Mr. [redacted], So glad to hear from you! The delay was because the address on the rental agreement you sent did not match the address on your credit application. The bank needed proof of an address to finalize approval of the loan. We have...
forwarded the Verizon bill that you provided later with the same address and are now waiting on a response from the bank. By the way we have a software system with unlimited voice mail and it cannot be full. Also, again, Brad talked with you last night about all of this, but is calling you now to clarify again. We are a bit confused by your statement that you have not heard from us. Again, you talked to Brad last night. But we will again call you now to clarify things. Please remember the bank makes these decisions, we do not and this process was delayed while waiting on a bill from you to prove address. Thank you-
I feel like we are chasing our tails here. We are working with [redacted] to get you ALL of your parts. There is nothing to reject or accept. We are working with Keystone to get you your parts.
Please let me know what the cost of Air unit they put in. Was it new or used? I believe it was told to me by there GM that it was less than 600.00 please verify that. I think they could have it shipped back to them RVW. To help resolve I would be willing to help with that if reasonable.And that a Heartland deal;er will be doing that work.The dealer closest to me would be [redacted]
First of all let me apologize for this turn of events. Unfortunately during the great recession many businesses including Chrysler and GM two of the worlds biggest companies went out of business. The company that you purchased a potential refund from if you did not use your extended warranty also went out of business. The good news is it did not cost you any thing, we took the money from our profits in order to help our customers out who did not use their extended warranties. I do not own, control, or have any ability to control what this company did or did not do. I cannot get you a refund as they are out of business and there is no recourse nor was their any recourse for you or I. Believe me we tried to secure money through channels from this company to try and get something for our customers, there was nothing there.
Again, I hate that this happened, because something we did as a good will gesture for our customers out of our pockets has people very upset with us. I wish there was something more I could do but there is not. What I will do for you however, is offer you $500 off any future RV purchase.
Again, very sorry and I hope you have a great day-
Please let me start by apologizing for the lack of service that you experienced. This is not the norm at RVWholesalers, and is not accepted at all. As a matter of fact the person responsible for not dumping your water filter canister has been reassigned. I am being...
told the unit was winterized but unfortunately the water canister was not dumped. We will of course replace it at no cost to you. Also, [redacted] is calling you first thing this morning to discuss and remedy this situation. I assure you that all will be made well and you have nothing to worry about. In the future please just call or email me, a Revdex.com complaint is not necessary at all for me to want to take care of you or any customer.
Brad is going to call you and work this out real quick. Sound good to us! Thanks and we appreciate your business.
Anyway, we started having warranty issues the 2nd weekend after we received this camper, which was the roof leak but at the time didn’t realize it was a leak.I have enclosed some of the paper trail relating to the run around we’ve received at Durnells. I have encountered nothing but deceit and passing the buck on the dealer level and now the manufacture level.I filed a complaint with the Ohio Attorney Generals office on 3-25-17, they in turn contacted Forest River builder of said camper. Who contacted me on 3-28-17 by a Scott H[redacted]. The following day by a Warren M[redacted], see enclosed, and then on 4-13-17 by a Marshall H[redacted] who claimed to be plant manager at Forest River, Sandpiper Division.He told me he would be personally handling this issue, that he would be the only person I would need to be speaking with. That he fully understands the work needing done. That all warranty work would be done under his personal supervision, that the roof would come off, the insulation replaced, the back wall would be replaced due to delamination due to roof leaking. And that it would come back with a 1 year warranty. The would pick up & bring back the camper. He absolutely guaranteed my satisfaction.The following day 4-14, Dave D[redacted] called me, first contact form him. And he elaborated as to what he was going to do on the corporate end. And that he has been in contact with them. The 3 fellas I talked to hadn’t heard a word from D[redacted]s.They did come get my camper. Marshall H[redacted] disappeared from F.R. They are not going to repair as he stated. Basically a white wash job.Our concern is mold in the attic area in between the walls and the delaminated fiberglass back wall, all caused by the leaking vents, which they replaced.I purchased a warranty from RV Wholesalers/D[redacted]s. They advertise nationwide service, and never once in over 50 emails, countless phone calls ever connected me with a provider to take of warranty issues.Hence my complaint. We have a permanete camp site sitting empty. I’m paying on a camper that is in Indiana. And have now rented one to fill my site.I have much documentation regarding this run-a-round I have received.This could have all been avoided if they actually backed up what they claim they have and sell. Why should it take from April 5, 2016 till March 2017 to even get started. And not completed as stated it would be.Sincerely,[redacted]###-###-####P.S. Please let me know that you have received this.Thanks
Hello, I just hung up from talking with Mr. [redacted] and we have worked this out between us and it is now resolved. He is a valued customer and we talked on the phone and all is well. You will hear from him soon as well. Thank you- David D[redacted]