Sign in

Giant Inland Empire R.V. Center, Inc.

Sharing is caring! Have something to share about Giant Inland Empire R.V. Center, Inc.? Use RevDex to write a review
Reviews Giant Inland Empire R.V. Center, Inc.

Giant Inland Empire R.V. Center, Inc. Reviews (27)

Charges were related to maintenance item ( Carb contamination) Reviewed with customer and obtained prior approval from customer for retail charges prior to performing repars

customer has been in contact with our Colton store as recently as 10-9-The repairs that were recommended by the sublet company were for unnecessary retrofits of the cooling system,(17,000.00)transferred toa different truck facility
for diagnosisRoad test of unit showed no overheat condition
on long gradefollow up with customer again today

Giant RV’s response as follows; The first service visit September 6th never stated the problem was related to ambient temperaturesThis repair found a defective non operable component that was replaced, the unit was tested and functioning when leftThe second service visit August 23rd
customer stated the 110v power loose power when plugged in with shore cordNo mention the problem was related to ambient temperaturesThe coach manufacturer provides the warranty approvals times to complete the repair and provide an authorization to proceed with the repairsThe August visit found a defective component that was approved by the manufacturer and replacedThe customer called and said it was not workingGiant RV sent a service technician to verify the new component installed was operating, the technician found it to be operational but found another component causing a problemThe request to replace the part was submitted to the coach manufacturer who agreed to cover the part onlyUpon pick up of the unit Giant RV service advisor *** walked around the coach to inspect the condition with the owner and no damages were notedThe manufacturer warranty also states All cost incurred in transporting this recreational vehicle for warranty service shall be borne by purchaser Thank you,

Our Murrieta GSM responded to the consumer and received required documentationDMV processing is currently proceeding

If the ***s are dissatisfied with the resolution, Giant would be happy to repurchase the vehicleThe ***s would need to meet with *** at the Colton location and sign the required paperwork
*** ***

I am rejecting this response because:
When I picked up the RV in January, just the carpet and bed clothes had been cleanedJerry (Service Writer) indicated that the blinds were on order and they would replace them next time the RV was in for serviceI told him at that time, if the urine smell came back, I would return the RV for them to take care of the issueDue to it being CAT URINE the smell re occurs as soon as the RV gets hot insideWe were told by Jerry, in July, that the carpet would be replaced by Giant RV and it had already been approved by his managerThat is all we want is for them to follow through with what they had told us was going to be doneI have allergies and a very sensitive sense of smellAfter the last cleaning of the carpet, and the chemical smell ( that had caused me to have a headache the entire trip)had dissipated, I could already smell the urineI was hoping that I was mistakenAfter the summer heat started and the RV was left closed for an extended amount of time, between trips, it was very apparent it was still thereOur RV was left in their careThis would not have happened if they did their due diligence and made sure the door and windows were closed when no one was in the RVUpon picking it up, in January, they had left the driver side window and screen open while hosing/washing the RVWater was all over the dash and drivers consoleAnother instance of the type of care our RV has received while with Giant RV
Thank you

I am rejecting this response because:
I myself made the appointment with the service department to get all these issues handled and got no help at all from Giant RvNot only was it almost months after all these issues were addressed but was also at the end of Summer break and kids back in school
Brand new vehicles get in for warranty work right away!
I had spoken to multiple different people and each time they had asked what they could do for meI explained after all these issues I am no longer satisfied with this brand new trailer and would like help getting into one that would suit us betterEach person had told me they were here for me, they would work with me and they would get me what I would like and they had asked the specifics of what I was looking for
Giant Rv would then get back at me with total different style trailers, nothing of what I had explained to them, much bigger then what I had wanted and of course much more expensive then what I was wanting to spend
You would think after speaking with to different people from their organization that I would finally get somewhere but that is completely falseAt the end of each conversation it all came down to same out comeThey want for money from me!
Giant Rv has the worst customer service ever!

Initial Business Response /* (1000, 5, 2016/06/07) */
I *** *** Service manager spoke to this customer June 7thGiant RV service had scheduled an appointment June 9th to install an ordered part, I advised we would check the levelers and slide room also on June 9th.The customer does have a
latter appointment in July 6th if neededI let the customer know we cannot speculate as to what is wrong with these items until the unit has been inspected by a technicianThe cause of the failures need to be determined before further action can be takenThe customer is given a walk through at the time of purchase to demonstrate the operations of the unit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12360167, and find that this resolution is satisfactory to me

Dear Revdex.com:Responding to complaint ID we have replace damaged blinds and clean bedspread and cleaned carpet at no cost to customerWhen customer pick up his unit in January they had no issue with the repairs that where performedCustomer is back in our shop for new
repairs and customer states they smell an odor in the carpet we could not verify any type of odor as a customer goodwill we are having carpet professionally clean.Thank you,Sincerely,Dan VasquezService Manager

Ms. Carmona,Your letter dated April 8th 2017 is the first notification Giant RV has received regarding this complaint. We find the statement of the problem to have many inaccuracies and it fails to mention that the customer left our facility without paying the bill for retail services that were...

rendered. We are happy to accommodate our customers warranty services and expect for the outstanding bill to be satisfied.  Mike Murphy Giant RV

Good Morning [redacted], We have read over Mr. [redacted] statement on concerns,  Unfortunately Giant RV does not exchange out units as we obligated to  follow the manufacture warranty policy & procedures.  Giant RV will be more than Happy to schedule an appointment at any of our...

locations to address his warranty concerns.  Please see the following locations and phone numbers to schedule an appointment for service repairs,   Giant RV [redacted] AVE MONTCLAIR, CA [redacted] ###-###-####   GIANT RV [redacted] E. SANTO [redacted] DR. COLTON, CA [redacted] ###-###-####   GIANT RV [redacted] WALNUT ST. WILDOMAR,  CA [redacted]   Thank you, [redacted]

With regards to the rejection response dated November 2nd
2017
 
The  statement from the customer is correct with
regards to the exact same problem, yes the power converter had failed on both
occasions. The power converter component had failed on the original visit dated
September 6th 2016 and again on the  August 23rd
2017 visit. Giant RV written warranty for this repair is 90 days. The
intermittent problem in question would have been re addressed had the unit been
brought back to be reevaluated, the second failed component may have been found.
 
    The warranty and subsequent warranty
payments are provided by the coach manufacturer Forest River Inc. The customer
feels strongly the second component failure should be covered by the
manufacturer warranty and contacted the manufacturer service employee who
agreed to provide a part only and no labor, the customer did not contact the
warranty manager for Forest River . Giant RV offered a discount for the
installation of the part Forest River was willing to supply to the customer.
Had the power converter we installed failed due to being defective Giant RV
warranty would cover the replacement part and labor costs associated with the
repair as stated in our written warranty.
 
   The first service repair order dated September
6th 2017 did not mention this was related to ambient temperatures.
The original Revdex.com complaint did not mention an email was sent stating to test
the trailer on a hot day outside. After further review we found an email
 October 10th 2016 from the customer to [redacted] the service advisor
stating this. [redacted] verifies all repairs the repairs a unit is brought in for are repaired and tested and operational prior to
return to the customer. The fact this was an intermittent problem creates
challenges for anyone trying to locate and repair something that is
operational. Had it been non-operational at anytime while being checked it would have been found
as additional component failure and submitted to Forest River for additional warranty
approval. The only failure found was the converter internal fan had failed and
caused the converter to overheat, which was submitted to the manufacturer and
was approved by Forest River warranty and replaced.
 
   There are components in the trailer that are
120 volt  and require 12 volt to operate. The conclusion with the use of a
solar panel you could discard the power converter could be presented to the
coach manufacturer who can confirm or deny this statement, I can say they are installed in thousands of the coaches  built by Forest River.
  
   Giant RV does not accept responsibility
for damages that both the owner and Giant RV employee concluded a walk around
prior to the release of the unit.
 
   With regard to offensive comments, the
manufacturer pays the warranty and the request to send a technician to the
customers house for further repairs was declined by Forest River. The customer
requested to remain on hold knowing I was on another call and not knowing the
content or the length of the call, I advised our service employee several times
to please take a message, I was told “ she will not hang up”. The choice to
remain on hold until eventually leaving a message was hers. The conclusions of
being on hold, my lunch and when I returned her call are all speculation and
not factual.
 
    [redacted] does not order parts or work for
the parts department and can only relay information given to her by our parts
department.
 
    The call was returned later that day as
my time allowed. The conversation with the customer was not pleasant and ended
with her using obscene and lewd comments to which I ended the
conversation.

Hi this is [redacted] VP of sales
I have spoken to Mrs [redacted].
we have gone over her concerns and have addressed
them as follows.
1. the perma plate has been refunded back to the financial institution. because its not a cash deal. it was financed
2. the service manager and myself have contacted mrs [redacted] and have her rv in the service dept getting fixed asap.
3. she is the owner of the RV and we are not doing business with her father who likes to come in and tell us what to do. he does not own the rv so its against factory warranty to speak to someone who does not own the RV.
any other questions you can call me at anytime
thanks again [redacted]

The [redacted]'s were provided with a retail estimate for the installation of a secondary battery. The customer left the dealership with full knowledge that they owed for this service. our Service department made follow calls in an effort to collect payment and the customer refused to pay. Giant will turn this matter over to a collection agency.The terms of the warranty by the manufacture clearly state that the warranty work on new products must be performed by an authorized dealer.  Mike Murphy

Initial Business Response /* (1000, 5, 2016/07/14) */
Giant RV service department operates on a scheduled appointment system. When possible we try to accommodate as many customers as possible keeping a safe working environment.[redacted] spoke with Mr. [redacted] and authorized Mr. [redacted] to bring back...

the unit June 24TH without a scheduled appointment to address the bed rail concern. The coach was assigned to a technician to work on it. The unit was dropped off before a busy holiday weekend which can create additional delays. The repairs to the coach have since been completed and [redacted] has spoken to the customers and they will pick up the unit tomorrow.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not deal with the true issue here.
The problem is that we have had this 2015 trailer for a little over a year and have NOT been able to take it out this season due to damages done to the unit while under GIANT RV's care. Leaving the trailer out in the rain which in addition to ruining the mattresses, wood and other interior issues, also stained the canvas and left residual mold. [redacted] called my husband on Thursday to tell him that the detailing wouldn't be done and my husband agreed to come on Friday to pick it up. When he arrived on Friday, the repairs done didn't meet his satisfaction and he refused to take the trailer home. The stains and mold caused by Giant RV were still on the canvas and the piece on the stovetop that was bent while in GIANT RV's possession was still broken. Circumstances didn't allow Mr [redacted] to verify whether the rails that were bent by GIANT RV staff were correctly working either. He was told that the rails and mattress locks work, but there was no way to check the rails at the time. The mattress locks checked out ok.
The delays with repair turnaround is not the major issue here. The ISSUE is that every time we take our trailer in for a simple service, they fix one thing and damage more. We are tired of paying for a trailer that we cannot use. We treat our things with care and expect that the dealer would do the same. It amazes me that the service department didn't know enough about tent trailers to know that you cant leave them out in the rain partially opened. The canvas needs to be taut to be water proof.
The whole deal is the fact that we haven't been able to use our trailer. Our camping season is short, school resumes in early August and we haven't been able to take it out at all this season .
Final Business Response /* (4000, 9, 2016/07/25) */
Giant RV employee [redacted] met with Mr. [redacted] and walked over the repairs to the unit. Mr [redacted] was shown the bed rails were straight and the lock pins were functioning. Mr. [redacted] customer also inspected the exterior cleaning of the canvas which was completed to his satisfaction. There is an stain on the inside canvas which is ordered and will be replaced. The stove top issue [redacted] advised was a result of a failed adhesive used by the manufacturer was not damaged by Giant RV. This is being repaired. [redacted] has advised the customers will pick up the unit today.

The refund for perma plate has been processed by our corporate office.....

Initial Business Response /* (1000, 5, 2016/05/28) */
Giant RV service department operates on a scheduled appointment system. When possible we try and accommodate as many customers keeping a safe work environment. Our service advisor [redacted] spoke to Mr. [redacted] with regards to the problem with...

the trailer and offered to have a mechanic inspect the coach, anticipating a minimal repair required to address the problem and get them back on the road. After our technician spent over an hour checking the coach it was determined there was a break or disconnect in the wiring which would require more time to locate and could not be repaired as earlier thought. Mr. [redacted] than asked [redacted] if he could leave the trailer as he did not want to tow the unit without brakes, with no available parking and understanding no brake operation I agreed. [redacted] then asked our service advisor [redacted] to open a repair order and write up the unit concerns, at that time we advised the unit would not be readily looked at due to previously scheduled appointments. Mrs. [redacted] sent an email request April 27th. to be reimbursed for their tickets and was transferred to leave me a voice mail, no message was left. Paul spoke to Mrs. [redacted] May 17th and kindly explained the dealership does not have loner or replacement rv's in the event of a break down. I further explained any and all warranty repairs as covered, authorized and paid by the coach manufacturer, and any reimbursement requests need to be directed to the manufacturer. A latter email was received from [redacted] at Eclipse saying he had spoken to Mrs. [redacted] and was not happy with the service and lack of phone calls. This was 13 days after the coach was left here, this message was forwarded to their service advisor [redacted] to please contact Mrs. [redacted] with an update. The coach was still in line to be looked at. Mrs. [redacted] also mentioned the manufacturer who advised the unit could have been brought to them. I mentioned to Mrs. [redacted], Mr. [redacted] did not want to take the coach. I offered the manufacturer the opportunity to pick up the unit and take to the factory for repairs. The manufacturer did not pick up the unit and asked that we work through the repairs as soon as we can. I again ask that reimbursements be requested to the coach Manufacturer Eclipse RV.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As Giant RV is the dealership we purchased the trailer from, wrote the check to, signed their purchase contract; it only makes sense that they should reimburse their customer. In addition to providing an apology to their customer. Also note, our trailer has been at their dealership since April 27th and we are still waiting for repairs to be completed in a timely manner.
Final Business Response /* (4000, 9, 2016/06/10) */
first Giant does apologize for not meeting your Service expectations. You have been notified that your repairs have been completed. Your reimbursement request was presented to the manufacture who handles the warranty on your unit and has been declined by the manufacture for the reasons listed in your owners manual.

(The consumer indicated he/she DID NOT accept the response from the business.)
I will close this case once the repairs take place and we feel there are no other major concerns or issues.
If items continue to break in excess, as they currently have, I will be forced to initiate further action....


I am also waiting on the break down of the Perma Plate refund as I was ensured that the refund would include the interest I have paid on a service that was not rendered.
As for my father telling repair what to do, that just goes to show how frustrated our family is. He is the one forced to work on the rig when things break while we are on vacation! He is not the owner, however I cannot afford to take time off work to take the RV to the repair shop myself EVERY time it has needed to go, which is an excessive amount. However inconveniencing it is to my work schedule and or personal time, I will correspond to all service and other applicable matters from here on out to adhere to legalities.

I am rejecting this response because:1.  I am still concerned about the transaction with the first sublet company. Why did someone at that company take it upon themselves to call us anonymously? If this was an unnecessary retrofit isn't that person taking a huge risk of losing the GRV business? Or is that the company that needs looking into?2. 10/11 7:39 [redacted] left a message on my phone saying they didn't trust the first sublet shop and wanted a second opinion. He also stated he gave the new shop permission to test drive it on this date. He stated in his response it had already been test driven. Again this is not making sense.3. We had been contacted by two different people last week [redacted] (sales person)10/3 5:16 pm saying the RV was going to a new shop to have the AC looked at. Then on 10/4 3:33 pm [redacted] (service advisor) called and said the RV would be going to a new shop on Monday to get a new opinion on the radiator. Which is it? It also contradicts Mr. [redacted]'s response that it had been test driven.I personally don't even want this RV anymore. I have filed this complaint so something can be resolved so this doesn't happen to other people. I don't think either company is reputable at this point. Not knowing the name of the sublet shop I can't file a complaint against them. All our communiques in this situation have been documented. customer
has been in contact with our Colton store as recently as 10-9-2017. The
repairs that were recommended by the sublet company were for
unnecessary retrofits of the cooling system,(17,000.00)transferred toa
different truck facility
for diagnosis. Road test of unit showed no overheat condition on long
grade. follow up with customer again today

Check fields!

Write a review of Giant Inland Empire R.V. Center, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Giant Inland Empire R.V. Center, Inc. Rating

Overall satisfaction rating

Address: 9150 Benson Avenue, Montclair, California, United States, 91763

Phone:

Show more...

Web:

This website was reported to be associated with Giant Inland Empire R.V. Center, Inc..



Add contact information for Giant Inland Empire R.V. Center, Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated