General RV Center

As we understand the slide rails were installed incorrectly from the ManufacturerThe customer had the slide temporally fixed at another dealerWhen they brought it back in the proper parts were ordered on 6-9-They arrived a little over a week later as typical parts take 2-weeksThe customer was also in contact with the manufacturer during this processThe delay was on the manufacturers side with approvals and parts delivery It is repaired and back with the customer

We are pleas [redacted] to have work [redacted] with our customer and offer [redacted] him a full refund on his Warranty and GAP insuranceWe apologize for any of the delays he may have experienc [redacted] while we process [redacted] these refunds

The deposit was refunded back to the customer shortly after they requested itThe request can sometimes take up to weeks to processWe are very sorry for an inconvenience to the customer

The sales manager from BirchRun has given me his response below- General RV ownership believes all concerns have been addressed at this time We apologize for any frustration.Interest rate issue: We sent to THEIR bank as they requested, and received a buy rate (it’s a Credit Union) they in turn went there on their own, and the CU ran their credit without seeing we had sent it in and gave them a lower rate Keys issue: The tech that did the walk through did actually give them the wrong keys Somehow they got switched with another delivery right next to itWarranty issue: All warranty info should be spelled out in owners manualDouble charge on CC issue: We were supposed to refund their hundred dollar deposit at time of delivery This didn’t happen right away As soon as I found out, I went on their AR and refunded right away There was only $on there so I don’t know why they’re saying they were double chargedAfter getting survey feedback, I called and spoke with Mrs [redacted] That is when she made all these complaints to me I tried explaining the rate issue, the key issue, and warranty issue, but I caught her at a bad time she was heading to a meeting I called back next morning to get CC# for refund and I immediately refunded it Had we known how upset they were at time of delivery, we may have been able to fix things [redacted] Sales ManagerBirch Run

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

The customer met with General RVs VP of Service Operations and has worked through the concerns.We would ask the customer close the Revdex.com complaint as resolved if they are satisfied

We have been working with Mr [redacted] for the last few weeks sorting out the issues they have experienced with getting their permanent platesAt my last update Mr [redacted] had a new temporary and the permanent plates were being processedHe had an appointment to come into our dealership to sort out any other concerns he had, yesterday but did not show up, but we do expect him in the next few daysWe will continue to offer any assistance we can to Mr [redacted] if needed

The [redacted] ’s picked up their unit last week with all work completedWe agreed to reimburse them for their first payment.At this time this complaint should be resolved Thanks ______________________ [redacted] Operations Manager General RV Center [redacted] Ph ###-###-####

Customer was refunded his depositSales Manager at the location spoke to customer and offered his assistance in the future if he needed anythingCustomer responded he may be relocating before he commits to buying

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and see if the repairs are of the quality one would expect from a dealer such as General RV Regards, [redacted]

We had thought this customer was taken care of and case was closedWe have had no further contact with the customer all year

Mr [redacted] came into our Brownstown location on 12/15/and he placed an order for a Jayco Flight with customized options that we do not carry at any of our locations He came back into the Brownstown location and placed a $non-refundable down payment for this unit on 12/17/ He signed documentation authorizing the special order and the non-refundable down paymentDuring this time a loan was secured for Mr [redacted] on 12/16/for the full dollar amount of this transaction When we received the below compliant from Mr [redacted] we contacted him to discuss this matter He has advised us that he would like to hold off on his purchase until the spring We have decided to refund Mr [redacted] his $non-refundable down payment and work with him in the spring on his purchase General RV Center now considers this matter now closed with Mr***

[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] Regards, [redacted] First and foremost [redacted] needs to be honest with what he writes We never said we would wait for the camp season to be over, because if that were the case we would have waited until November 1, that is the official closing for camping in our park Or January after our Month long trip to Florida in Decemberthe agreement was that when all the parts came in then we would bring the RV to them so they could fix all problems so that we didn't have to bring it back and forth for each part that came in and also so they would only have the Motor Home for a week or two..Which it has now been weeks..The First time [redacted] the service man came to Greenwood Acres ( June 24-first available date for them) where we have a seasonal site he brought a camera, mineral spirits, caulk and a rag We thought to fix the Windshield washer motor, which he did not, he did take a picture, to fix the shower which leaked thru the walls into the living area, he caulked the bottom corner, and took a picture It still leaked thru the walls where I told him it was leaking,( he assured me I was wrong.) And to snap a picture of the furnace, as he knew it was the mother board, because the vents invite waterHe told us to go and buy an electric heater for the cold nights...He took the DVD player because he said it was badand took a picture of the smoke detector that would go off every night.After numerous phone calls to find out when they were going to fix the problems and no phone calls back, we decided to go into the store and speak with them.We went into the General RV store on July 10- to let them know of all the other problems and they gave us a new smoke detector ( as Greenwood Acres called us and said something was going off in the RV it was the smoke detector so we ran out there and took the battery out of it ) [redacted] Set up an appointment for his best Service guy to come out on July 14, 2015The second time (JULY 14) [redacted] and another service man came out they brought a new captains chair and installed it, then went outside to fix the windshield washer motor I had to bring it to their attention that the Chair didn't matchThey unhooked it and put the old one back inAnd wired it wrong, instead of going forward when you pressed the button it went backwardsThey checked the shower and it was leaking thru the walls and said it needed to be brought in for a brand new showerThey checked the DVD player that they gave us at the store and found out it was not the DVD player it was the Cords in the walls, they were shorting out all the other tvs( [redacted] a neighbor of ours was in the motor home when this was happening while [redacted] was messing with the tv in bedroom the tv in the living room was going blue screen) He sent his assistant to manards for a long cord to try and fix itSaid it had to come in and he would contact [redacted] because the wiring in the walls were shorting out...\He checked the wiring and hoses that were falling out of the bottom of the slide outHe pushed them back up and said he would need it in shop to fix [redacted] then opened the furnace door and water gushed out and he said the door design was wrong and that they would contact [redacted] for new door and mother board as he screwed it back init broke the door [redacted] then tried to replace the screws on the door with larger ones only to figure out it was a bigger problem and that it would poke bigger holes in screenhis comments was, " it's the screws that they sent him with"He looked at the toilet tank sent a camera down there and found there to be a problem and would need it in the shopas well as the other thingsI said I don't have a problem with bringing it in but I wanted all the part there before hand, including a new outside refrigerator because this one doesn't get colda new outside sink because this one is rusted new seal around outside kitchen because of it holding waterThey called and said all the parts were in and for us to set up a date that date was September 8.On the drive from Jackson Sepember the RV was all over the road, the mirror on drivers side was shaking so bad you could not see out of it, all the drivers side lights in the front were dim and then a basement door was coming off, I had to pull over and get some duct tape to tape it so it would not blow the rest of the way off and kill a motorist [redacted] the service manager from General said that [redacted] has sent some sticky tape to fix the door and it didn't workHe said there is a control under the bed to adjust the refrigerator outside and that was the probleminstead of getting a new one he would show us how to adjust it from under the bed taking a panel offHe said a new gasket was replaced for the furnace and we ask where does the water go them when the vents invite water when it rains or when we wash ithe said there is a pan in the back like a refrigerator and it just sits thereother then that he doesnt know..WE ask about the slide not going all the way in and he said [redacted] was sending a new seal, the slide is bowed in the middle, right where the wiring was falling out[redacted] said he didnt know [redacted] said him and [redacted] took it for a test drive on September when we went in to speak with [redacted] on how the repairs were going [redacted] hid out in the back while [redacted] talk with us [redacted] said there was nothing wrong with the coach that it drove fineWe waited to speak with [redacted] but they said he was busy or had left, knowing we were there to speak with him, We left a message for him to call usHe never did We again called and left a voice mail for him to call us and again we have not seen or heard from *** On our visit September 25- [redacted] said he was waiting on [redacted] to send a seal for the slide out that wont go in all the way and that the coach was sent to the Ford Dealer on September with front end problemsThe gear box and other issuesAs of right now, they have had my coach for weeks..Every Friday we went into General Rv to see how the repairs were going, This past Friday October 2, we didn't go into General Rv because we are tired of the run around from them And Because the VP of General Mr [redacted] got into contact with us and said he would try to help us..AS of late, [redacted] was suppose to call us this morning, October 5, as we have not heard from himSO again nothing has been resolved I keep getting the run around

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution was extremely satisfactory and General RV went out of their way to make things rightThank you, [redacted] ***

I called and talked with [redacted] yesterday 7/to schedule a time for them to come in to talk through this situation They are on vacation until late this week and will contact me when they return ______________________ [redacted] Sales Manager General RV Center North Canton, OH Ph330-896-Ext www.generalrv.com

Then service from start of the sale to the delivery of the unitThe process is very organizedThe sales and service folks are outstanding

[redacted] our service manager has been trying to contact Mr [redacted] since this reply has come across We are awaiting his phone call to get him taken care of We are willing and able to work with the customer to get any corrections taken care of or needed.Sincerely, [redacted]

It was brand new unit but was made to sign a as is paperThey said it was just to state that the manufacturer is responsible for warranty not themSeems like they lied a bit and that maybe a reason they have people sign that paper because of the way they treat customers after sale

We will be glad to continue servicing the customers warranty needs but unfortunately we are not able to accommodate them with a refund on the productWith both General RV and Forest River continuing to warranty the issues we should be able to get them rectifiedWe appreciate the service
you have provided to our Country and we thank you for thatIf we can help on any continual or future re**irs please let us know as Forest River has seemed to step up and agree to warranty the RV_______________________________ Joe Weider Operations Manager General RV Center Greensburg Rd North Canton, OH P: 330-896-

The Operations Manager of the Brownstown store is in contact with the customer.The first time I met with Mrand Mrs*** we went over some problems they were having with their new Miramar at that time it was the windshield washer, furnace, black water tank, captain chair and the HDMI cable to the
rear TV that would not allow DVD reception so we talked about us taking a chair out of a stock unit that was the same color they said it was not necessary that they could wait for the part but I felt it would be one less trip later if we just swap it out now, but no luck it was a shade off and we would have someone out to the campground in a couple of days We had a technician go to the campground in Jackson the first time to determine what parts would be needed the second trip we fix the windshield washer, try to repair the tub thinking it was a pluming leak, the furnace was a common problem this year and the factory did not send all the correct parts and the HDMI cable would need to come to the dealership for repairThe customer decided to wait till the season was over to have the repairs done at the dealership and as of today we have a two sided tape on a rush order from the factory to fix the compartment door, we have some minor painting to do, replace a decal, check the output on the front air, and test drive the unit the rest of the repair list has been address *** ***Operations ManagerGeneral RV CenterBrownstown MIGeneral RV Ownership has reviewed this Complaint.The customers purchased a new unit and the manufacturer holds the warranty and has the right to repair the coachTheir request to exchange their unit is not an option. *** and the Brownstown store will continue to work with the customer to repair any warranty concerns. It is expected the customer travels to our location for those repairs. *** has sent a technician to the site. We do not provide mobile repair with the sale of new units