Pan Pacific RV Center does not perform or is equipped to perform offsite repairsMrs [redacted] was explained this at time of PurchaseBecause Mrs [redacted] is living in the trailer and is unable to bring it back to the dealership for repairs Pan Pacific RV recommended a third party mobile repair company "Nor Cal RV Mobile Repair" with the expectation Pan Pacific would facilitate warranty payment thru the trailer ManufactureHowever the Third party company has been unresponsive to Mrs [redacted] since their first visit to her trailerTo resolve this issue Pan Pacific has referred a different third party mobile repair company to Mrs [redacted] Mrs [redacted] 's daughter spoke to an employee of ours today and is aware of our course of actionPan Pacific will work diligently with Mrs [redacted] to help get these two requested items resolved in a timely manner
Dear Ms [redacted] :Thank you for your letter of February 23, We have had to do research into exactly what happened with this DMV transaction in order to make sure both you and the legal owner were properly recordedThis required the dealership to completely reconstruct all documents to replace originals that were never received back from DMV.If my understanding is correct, the original sale date was July 10, when you purchased a used 16' Jayco Jay FeatherOur records indicate that all paperwork was submitted to DMV, they posted the fees on July 31, and sent the paperwork back to the dealership until the physical title was receivedSince this was a paperless title payoff to the former legal owner, we had to wait to receive the title from themPaperless titles take a long time to receiveOnce we received the title we prepared the necessary paperwork and resent to DMVThey received all the original paperwork and title necessary to complete transfer and they posted on October 14, At that time, our title clerk ran the DMV printout (attached) which was properly recorded in your nameOnce again, however, DMV required one more signature in a specific section and mailed back to their office for transfer to you and title to the new legal owner.? As a point of record, there is no longer any way for a dealer to walk paperwork through the DMV; on the contrary, all registrations must be done on a transmittal and sent via the mailSince that department has many field offices, we have no direct influence on which office throughout the state will be handling the paperworkIt is our understanding that after they researched their records on this transaction, they state that they did not complete the transaction but rather they again mailed back to the dealershipHowever, they can give no reason why and are still researching as to the date they may have done thisWe obviously never received any paperwork, nor did we receive a call/letter from you or the new legal owner stating that they had not received the titleLenders always must have title (either paperless or paper) guaranteeing they are legal owner of recordIf they do not have that within a reasonable amount of time, they only assume that this legal owner also overlooked not receiving title,Therefore, once all of the DMV requests are finished and we have complied, transfer to new registered owner and new legal owner should take place and it is the responsibility of the DMV to record and issue proper paperwork to both the new registered and legal owner.This dealership has been handling hundreds of thousands of transfers over our history of over yearsIt is unlikely, and very rare that paperwork that does not belong to this dealership and others have received oursTo say that paperwork can and does get lost by DMV is accurateIn this case, that is exactly what appears to have happenedWe still have DMV researching for the date and circumstances of why they would have supposedly sent back to this dealership.Your statement that, "Pan Pacific failed to submit the final transfer documents/paperwork from that sale" is totally in inaccurate.You state in your letter that, "in December of 2016, seventeen months after purchase, I realized I had not received that registration tags." That would indicate that you were not prevented from using the trailer, rather you just noticed your tags were not currentIt would seem that if you operate - or wished to operate - the trailer at any time during that period, you would have noticed you weren't current and that your registration, in your name, had not been received.? Our sincerest apology for an apparent error that neither you, the new legal owner or the dealership had any knowledge of until your phone call in December, However, we disagree completely with your statement that, "this delay is an unacceptable business practiceRather, this dealership acted responsibly and as quickly as possible to remedy the errorSince being made aware in December we have diligently recreated all the paperwork, submitted to DMV and all ownership has been recordedIn addition, the dealership has brought current and paid all of the fees and penalties due.Since we value all of our customers, it is the sincere desire of this dealership to extend courtesy and understanding even for circumstances beyond our controlBecause of this, and as a gesture of goodwill, the dealership has issued herein a check for $This represented the two months from December(the date you noticed the error) to the date of recorded ownership of February 22, 2017.Lastly, we trust that you will have many years of enjoyment of your recreation vehicle.Sincerely, [redacted] Corporate Secretary
Please see response to original complaint from [redacted]
Pan Pacific RV Center does not perform or is equipped to perform offsite repairsMrs [redacted] was explained this at time of PurchaseBecause Mrs [redacted] is living in the trailer and is unable to bring it back to the dealership for repairs Pan Pacific RV recommended a third party mobile repair company "Nor Cal RV Mobile Repair" with the expectation Pan Pacific would facilitate warranty payment thru the trailer ManufactureHowever the Third party company has been unresponsive to Mrs [redacted] since their first visit to her trailerTo resolve this issue Pan Pacific has referred a different third party mobile repair company to Mrs [redacted] Mrs [redacted] 's daughter spoke to an employee of ours today and is aware of our course of actionPan Pacific will work diligently with Mrs [redacted] to help get these two requested items resolved in a timely manner
Dear Ms [redacted] :Thank you for your letter of February 23, We have had to do research into exactly what happened with this DMV transaction in order to make sure both you and the legal owner were properly recordedThis required the dealership to completely reconstruct all documents to replace originals that were never received back from DMV.If my understanding is correct, the original sale date was July 10, when you purchased a used 16' Jayco Jay FeatherOur records indicate that all paperwork was submitted to DMV, they posted the fees on July 31, and sent the paperwork back to the dealership until the physical title was receivedSince this was a paperless title payoff to the former legal owner, we had to wait to receive the title from themPaperless titles take a long time to receiveOnce we received the title we prepared the necessary paperwork and resent to DMVThey received all the original paperwork and title necessary to complete transfer and they posted on October 14, At that time, our title clerk ran the DMV printout (attached) which was properly recorded in your nameOnce again, however, DMV required one more signature in a specific section and mailed back to their office for transfer to you and title to the new legal owner.? As a point of record, there is no longer any way for a dealer to walk paperwork through the DMV; on the contrary, all registrations must be done on a transmittal and sent via the mailSince that department has many field offices, we have no direct influence on which office throughout the state will be handling the paperworkIt is our understanding that after they researched their records on this transaction, they state that they did not complete the transaction but rather they again mailed back to the dealershipHowever, they can give no reason why and are still researching as to the date they may have done thisWe obviously never received any paperwork, nor did we receive a call/letter from you or the new legal owner stating that they had not received the titleLenders always must have title (either paperless or paper) guaranteeing they are legal owner of recordIf they do not have that within a reasonable amount of time, they only assume that this legal owner also overlooked not receiving title,Therefore, once all of the DMV requests are finished and we have complied, transfer to new registered owner and new legal owner should take place and it is the responsibility of the DMV to record and issue proper paperwork to both the new registered and legal owner.This dealership has been handling hundreds of thousands of transfers over our history of over yearsIt is unlikely, and very rare that paperwork that does not belong to this dealership and others have received oursTo say that paperwork can and does get lost by DMV is accurateIn this case, that is exactly what appears to have happenedWe still have DMV researching for the date and circumstances of why they would have supposedly sent back to this dealership.Your statement that, "Pan Pacific failed to submit the final transfer documents/paperwork from that sale" is totally in inaccurate.You state in your letter that, "in December of 2016, seventeen months after purchase, I realized I had not received that registration tags." That would indicate that you were not prevented from using the trailer, rather you just noticed your tags were not currentIt would seem that if you operate - or wished to operate - the trailer at any time during that period, you would have noticed you weren't current and that your registration, in your name, had not been received.? Our sincerest apology for an apparent error that neither you, the new legal owner or the dealership had any knowledge of until your phone call in December, However, we disagree completely with your statement that, "this delay is an unacceptable business practiceRather, this dealership acted responsibly and as quickly as possible to remedy the errorSince being made aware in December we have diligently recreated all the paperwork, submitted to DMV and all ownership has been recordedIn addition, the dealership has brought current and paid all of the fees and penalties due.Since we value all of our customers, it is the sincere desire of this dealership to extend courtesy and understanding even for circumstances beyond our controlBecause of this, and as a gesture of goodwill, the dealership has issued herein a check for $This represented the two months from December(the date you noticed the error) to the date of recorded ownership of February 22, 2017.Lastly, we trust that you will have many years of enjoyment of your recreation vehicle.Sincerely, [redacted] Corporate Secretary
They contacted me this AMThe owner Matt, said he is going to fix my trailer or pay to have it repaired correctly.Thx for all your help***