Explore USA RV LTD

We are in receipt of your letter dated February 7, Here is our responseThe factory that built [redacted] ***'s RV, Heartland Recreational Vehicles, LLC is the sole provider of the warrantyNormally I would offer to address any warranty items [redacted] may have in regard to her unit but this is a different circumstance in that it is our understanding that her finance company repossessed her unit for non-payment and therefore she does not own it anymoreIf you find out anything different in this case please let me know as we will gladly address any items covered under her factory warranty Thank you for your time and interest in this matterFeel free to email me as needed at [redacted]

I received the comments from [redacted] on your letter dated 2-20-As she has now confirmed her unit got repossessed by the bank which is totally out of our controlIf she did still possess the unit we would gladly try to assist in any way we can based on her warranty coverage but that option no longer exists due to the repossessionPlease be advised I am closing this fileDue to the bank repossessing her unit there is absolutely nothing more we can do Thanks, [redacted] ExploreUSA RV Supercenter

Complaint # [redacted] We finally received the chair for our RV and a check for $from Explore USA I feel sure without your help this would have just drug on and onThank you for your assistance [redacted] ***

Complaint: [redacted] I am rejecting this response because:That is not true....the fact that the unit was picked up for non payment is not true....we voluntarily surrendered the unit when neither ExploerUSA or Heartland would do anything about the unit...they would not trade it for another or let me put it this way they wanted us to trade it in and buy another one and give another down payment.....and we would loose out on dollars that we had already paid on the lemon we bought....the unit was in the shop at ExplorerUSA more than with usthey are liars and they know itthe bank knows about iteverytime we had to take it in we called them to see what could be done.....Our payments were always on time and never could we not make a paymentIf you need that proof it can be providedAll ExplorerUSA wanted to do was seal the leak that never got repaired the last time we took it in they then blamed the sealing gun or caulking tool was faulting and not working they said it was not filling the area properly and it had lots of air pockets therefor again its not their fault..bottom line is they never fixed it and it continually got wet in the same area....I have all the documentationWhen it was dropped off the last time we put on the form that we would not be picking that unit up so they were very aware of that and I have copy of that form too.if you need copies of anything it can be providedBoth companies are horrible and are bad businesses to deal with.You can also contact US Bank if need be to verify that non payment was not the reason for the return of the itemExploerUSA was also aware of this they are just tying again cover the bad business the offer.They did not ever try to work with is other than saying bring it in so we can seal it.....this is all they ever wanted to do..after times of trying that we were tired of the junk and the work they did and never got fixed....We bought it to enjoy it not to always have it in the shopThe one time we did take out all the wall and insulation was coming apart the fan above the stove went out and the smoke alarm was always going off so that trip was horrible and embarrassing for it being a brand new RV..Augie Nino the Service Advisor at ExplorerUSA was aware that we were not gonna pick up that unitdue to it always getting wet...may not have had damage now but in years to come the particle material on it would have rotted or softened and would have gotten molded and they new that too....WHO BUYS A BRAND NEW UNIT THAT GETS WET OR MORE TIMES SUPPOSE TO BE HAPPY AND KEEP IT......NOT ME AND THAT IS THE REASON I NOTIFIED US BANK THAT I WAS VOLUNTARILY GONNA SURRENDER IT......NOT BECAUSE OF NON PAYMENT.......AND IF PAYMENT WAS NOT MADE IT WAS BECAUSE THE BANK WAITED TO PICK IT UP AFTER I MADE THE LAST PAYMENT WHEN THE UNIT WAS IN MY POSSESSION....I CALLED THE BANK AND TOLD THEM THAT THE UNIT WAS AT EXPLOERUSA AND THEY COULD PICK IT UP THERE....SO EVERYONE WAS AWARE OF WHAT WAS GOING ON......THEY DON'T HAVE TO PLAY STUPID Regards, [redacted] ***

Both our owner [redacted] and our [redacted] store GM [redacted] (both on this email) have spoken to the customer and he is happyWe had [redacted] call him again today and reconfirm that everything was okHe did state he wanted to schedule a service appointment to have us look as his AC and we are more than happy to do soIf you have any questions please call our store GM [redacted] at [redacted] Thanks,

Dear Revdex.com-This customer bought a USED RV OVER THREE YEARS AGO "AS IS" with "NO WARRANTY" and they knew that the day they bought itSee our attached documents which clearly disclose these factsIt's been almost years since they bought this used RV "AS IS" and they couldn't have
performed the maintenance needs every RV has and still had these problems in our opinion. (Please note my partner Brian Booker did reach out to the Buchhorns and they didn't even want to talk to him.) While we are sorry to hear of their unhappiness, in our opinion they have no one to blame but themselves.*** ***, CEOMy email address is: ***@exploreusa.com

Complaint: [redacted]
I am rejecting this response because:you got my response and I do not except the response from EploreUSA and Heartland the are false and I want my money back
Regards,
[redacted]

I received the comments from [redacted] on your letter dated 2-20-17. As she has now confirmed her unit got repossessed by the bank which is totally out of our control. If she did still possess the unit we would gladly try to assist in any way we can based on her warranty coverage but that option no longer exists due to the repossession. Please be advised I am closing this file. Due to the bank repossessing her unit there is absolutely nothing more we can do.     Thanks, [redacted] ExploreUSA RV Supercenter

Complaint: [redacted]
I am rejecting this response because:That is not true....the fact that the unit was picked up for non payment is not true....we voluntarily surrendered the unit when neither ExploerUSA or Heartland would do anything about the unit...they would not trade it for another or let me put it this way they wanted us to trade it in and buy another one and give another down payment.....and we would loose out on 1800.00 dollars that we had already paid on the lemon we bought....the unit was in the shop at ExplorerUSA more than with us. they are liars and they know it. the bank knows about it.... everytime we had to take it in we called them to see what could be done.....Our payments were always on time and never could we not make a payment. If you need that proof it can be provided. All ExplorerUSA wanted to do was seal the leak that never got repaired the last time we took it in they then blamed the sealing gun or caulking tool was faulting and not working they said it was not filling the area properly and it had lots of air pockets therefor again its not their fault..bottom line is they never fixed it and it continually got wet in the same area....I have all the documentation. When it was dropped off the last time we put on the form that we would not be picking that unit up so they were very aware of that and I have copy of that form too.if you need copies of anything it can be provided. Both companies are horrible and are bad businesses to deal with.You can also contact US Bank if need be to verify that non payment was not the reason for the return of the item. ExploerUSA was also aware of this they are just tying again cover the bad business the offer.They did not ever try to work with is other than saying bring it in so we can seal it.....this is all they ever wanted to do..after 4 times of trying that we were tired of the junk and the work they did and never got fixed....We bought it to enjoy it not to always have it in the shop. The one time we did take out all the wall and insulation was coming apart the fan above the stove went out and the smoke alarm was always going off so that trip was horrible and embarrassing for it being a brand new RV..Augie Nino the Service Advisor at ExplorerUSA  was aware that we were not gonna pick up that unit. due to it always getting wet...may not have had damage now but in years to come the particle material on it would have rotted or softened and would have gotten molded and they new that too....WHO BUYS A 2017 BRAND NEW UNIT THAT GETS WET 4 OR MORE TIMES SUPPOSE TO BE HAPPY AND KEEP IT......NOT ME AND THAT IS THE REASON I NOTIFIED US BANK THAT I WAS VOLUNTARILY GONNA SURRENDER IT......NOT BECAUSE OF NON PAYMENT.......AND IF PAYMENT WAS NOT MADE IT WAS BECAUSE THE BANK WAITED TO PICK IT UP AFTER I MADE THE LAST PAYMENT WHEN THE UNIT WAS IN MY POSSESSION....I CALLED THE BANK AND TOLD THEM THAT THE UNIT WAS AT EXPLOERUSA AND THEY COULD PICK IT UP THERE....SO EVERYONE WAS AWARE OF WHAT WAS GOING ON......THEY DON'T HAVE TO PLAY STUPID.
Regards,
[redacted]

Complaint #[redacted].  We finally received the chair for our RV and a check for $250.00 from Explore USA.  I feel sure without your help this would have just drug on and on. Thank you for your assistance.  [redacted]

We are in receipt of your letter dated February 7, 2017. Here is our response. The factory that built [redacted]'s RV, Heartland Recreational Vehicles, LLC is the sole provider of the warranty. Normally I would offer to address any warranty items [redacted] may have in regard to her unit but this is a...

different circumstance in that it is our understanding that her finance company repossessed her unit for non-payment and therefore she does not own it anymore. If you find out anything different in this case please let me know as we will gladly address any items covered under her factory warranty.        Thank you for your time and interest in this matter. Feel free to email me as needed at [redacted]

Both our owner [redacted] and our [redacted] store GM [redacted] (both on this email) have spoken to the customer and he is happy. We had [redacted] call him again today and reconfirm that everything was ok. He did state he wanted to schedule a service appointment to have us look as his AC and we are more...

than happy to do so. If you have any questions please call our store GM [redacted] at [redacted].   Thanks,