Green Bay Packaging Inc.

To whom it may concern, We have been in contact with the *** family regarding the repairs on the motorhome and also the submitted claim. Mrs*** was at our facility yesterday, 10/12/17, and was brought up to speed on everything that has transpired since the motorhome was dropped off
to us on 9/20/17. We did look at the motorhome on 9/22/and make contact to the customers. On 9/27/the repairs were complete on the coach and an according to notes in the repair order an attempted contact was made to the customer at that time. There was a power lead wire that had become disconnected not allowing the water heater to light, and an internal gasket in the furnace had shifted causing the furnance to get too much air and not light properly. Those repairs were completed at no charge to the customer and the unit is being delivered to them today 10/13/17. Thank you, Tim F* RCD RV

RCD RV attempted to contact the customer on Thursday January 5th 2017, We left him a message and he did not return the callWe called again called him Friday January 6th to try to resolve his complaint, we left another message and he has not called us back. We emailed him Saturday January
7th and as of today Tuesday January 10th, he has not communicated back with RCD RV

I have attached the signed copy of the drop off Repair order. At that time the customer approved a charge of along with allowing us to go over by 10% with out contacting the customer. He also agreed that in the event the customer authorized the commencement of work but do
not authorize the completion of the repair or service, a charge will be imposed for disassembly, reassembly or partially completed work. By signing the work order the customer authorized the repair work set forth. Also, at the time of drop off it was repeatedly explained to the customer that anything not covered by his manufacturer he would be responsible for paying for. Just prior to the customer leaving he told his advisor that any additional charges we could not get covered under his warranty he would get covered. As a family owned and local business we always try to do all work in good faith. In this particular instance one of the items the customer authorized to be addressed at his expense we were able to get covered by his manufacturer warranty. However there were other items that were not covered. At the time of pick up the customer contacted his customer service representative at his manufacturer to persuade them to address those charges and they declined. It is never our intent to have unhappy customers but we feel that we were up front with the customer on how any non covered charges would be handled.Sincerely,Tricia MG***Service MangerRCD RV ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

I am rejecting this response because:
Regards,
*** ***

Mr*** provided us with a non-refundable deposit on a Forza 38R after much negotiation and demonstration with the plan to come back and complete the transaction at a later date. He provided the Revdex.com with a copy of the Buyers Order that clearly states that the deposit is
non-refundable. Three days later he called RCD to tell us he was buying the same coach elsewhere and it was explained to Mr*** that his deposit would not be refunded. RCD was also able to provide lenders with full approvals for Mr***. Although it seems that the transaction is black and white, RCD is going to refund Mr*** his full $deposit. As for the text messages and phones calls mentioned in the letter, Mr*** explained that it was text messages only and I assured him that that will be addressed and is not acceptable at RCD. He will receive a check in the mail once the complaint has been resolved.Clint S***

Customer spent the entire day with us picking out a camper, gave us a buying commitment and signed a Buyers Order stating the deposit was non-refundable, of which Mr*** has a copy. This happened at 5:30PM. After purchasing a camper, which requires a truck to tow it, he
decided to trade his truck the same evening??? In the meantime, we started on the work that was agreed upon for him to purchase the camper. We did stop after a couple hours in and we found out he was no longer intending to purchase. With all of that being said, RCD will refund the deposit if Mr*** provides proof that he sold/traded the truck. Bring that and the card the deposit was taken on to our Delaware location and we'll get it taken care of

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Please see attached list signed and dated May 24, 2017. They have been aware of this list for some time. We did NOT expect all items to be completed during the week that we dropped the unit off. We DID expect our unit to get most items complete. We were told that the items needed were IN STOCK per Clint S*** email dated June 2, 2017. We dropped our unit off and thought items were being addressed. A week later we called and Dean found out that our unit was sitting in their parking lot. It was not being worked on so he went to pick it up. (we didn't want it just sitting there). When we got home we opened the side patio. The railing was strapped down. It was UNUSABLE!! Their service tech put the wrong brackets (legs) on the railing base. When he discovered they had the wrong railing brackets he just strapped it down. RCD Sales did NOT inform us that they had ordered the wrong brackets. (we are self employed....we get that that happens. Just let us know and be honest!) Dean found a bag of brackets in the garage of our unit. Dean took the wrong brackets off and put the original brackets on (that STILL need replaced in order for it to work properly) so that we could use the patio on our holiday vacation. RCD needs to get the correct brackets in and get this list completed. They have had plenty of time to fix per the May 24th list that was clearly signed and agreed to by them. They need to stop putting blame on us and JUST FIX IT! I have all emails that correspond to my answer. We always get an email that states all items are in and we take the unit in and find that they didn't. JUST BE HONEST!!Per their paperwork...it states that there is a hole in my flooring and they need to replace the entire bath and hall floor. What is that about? There was NO hole in the flooring when we dropped the unit off. Nor is there any mention of it in the authorized list. We did find a small dent in the bathroom where they were to fix the cabinet dent. Is that what you are referring to? You did that and didn't tell us! You are not ripping our flooring out! When will the correct brackets be in? When you have the correct brackets in stock and we bring the unit back....how long will it take for you to fix all items? You have had plenty of notice since MAY 24, 2017!!!

Attached is RCD's Used Pre-Delivery Inspection Form (PDI). It clearly states that dash components and engine A/C are NOT part of the inspection, therefore were not checked during the PDI. RCD has stood behind all repairs covered under the PDI purchased by *** *** during his
ownership. Signed copies of the form are available upon request

I told Matt that I would not cover anything over the hitch adjustment which was dollars what y'all wrote on it after I left I don't know aboutI said I wouldn't pay for anything besides the hitch adjustment and Matt agreed before I left other wise I wouldn't have left my trailerBut if that's the way you do buthen it's on yalll you and your company owe me back money for charges I did not approve but if y'all want to lie and cheat that's fine I see how y'all operateNext time I go anywhere I will record the whole conversationThank you for the learning experienceOn not to trust any company*** has filed a complaint against this company also

To Whom it may concern, *** has approved the antenna to be replaced under good will. The customer dropped the unit off on Monday 8/7/and picked it up on 8/8/with the new antenna installed. When the customer picked up the unit I was under the understanding that he was
happy with the resolution and we were on amicable terms.Thank you,Tricia MG***

The Noble's dropped off their camper on 6/14/to begin an RO that included job linesIt was in our shop within hours and was actively being worked on for the next days. Mrs*** was informed well before hand that there may be odds and end parts that need to be ordered once we get
through the repair list. One of those items are "feet" for the side patio. The side deck is strapped down because we didn't want further damage to happen when opening. RCD was under the impression they were leaving the camper here until all items were fixed or we would have made arrangements for the patio to be used while we were waiting for parts. As for getting the parts in stock, RCD cannot control how long that takes. We are at the mercy of the manufacturer on when those are available. I can tell you that we will get them here and always do as soon as we possible can. It does us no good for campers to be sitting here un-used. For job lines to get diagnosed, parts ordered, parts in stock, and repaired in less than a week is impossible in our industry. We have done everything possible for these customers to this point. It is all warranty work and we need to be reasonable on time expectations

Responding to the list of items not yet completed.Sofa cushion- soft goods are still a problem getting here in a timely manner. We have made the request with Jayco to get us the proper pieces. The timing remains out of our control but it will be replaced.Back deck railing- parts are hereSide deck brackets- parts are hereRear radio doesn't work- parts are hereScratches on outside of unit- when unit is back we will buff out to the best it can get. There is no true fix on thisFuel pump not working- this is a new problem as the fuel pump worked as designed the last time it was in. As for the discoloration, we can add a fuel filter to see if that helps but Jayco will not cover that under warrantyLarge Slide Awning- parts are hereBath Vanity Scuffed- corner molding on order but should be here any dayTrim Under Master Bed Loose- need unit here to secureMounting Screws for thermostat- part is hereMaster Bed Vanity drawer- parts are hereFront Cap decal is bubbled- part will be here any dayWasher/ Dryer Outlet- parts are here

This is to let you know that the complaint has been resolved We have received the check for $which was the down payment amount The check has cleared and we are satisfied with the result. Thank you for your assistance with this

RCD brought my unit back to my location Wednesday 1-25-after after making repairs to the damaged vapor barrier. Thanks to service manager for working with us on this problem

Spoke with the General Manager  of RCD over the phone and he is refunding my $500 deposit

We are currently attempting to work directly with the customer to resolve this issue

I took a phone call from Mr. and Mrs. [redacted] Friday June 23rd 2017 where they informed me they hired someone to repair their toilet and upon removal of the toilet the plumber informed the customer that the sewer tank and sewer pipe leading to the tank were caked with human waste.  I tried to...

explain to the [redacted]'s that the sewer tank is not something that is covered or inspected during our inspection.  We do check and inspect plumbing lines and the fresh water tank which I believe led to some confusion as to what is covered and what isn't covered under our inspection.  I've attached a copy of our Pre-Delivery Inspection checklist which states waste tanks are not covered (see bottom left of sheet).  I never said "that it is now their problem" I did try to explain to the [redacted]'s that this issue is not something that we would have ever known about or foreseen because we would have had to pull the toilet off before finding the problem, which is something we have never done.  Mrs. [redacted] then threatened me with legal action and our conversation was over at that point.  I reached out to the [redacted]'s again monday the 26th and offered to pull the trailer back to the dealership so we could drop the tank and clean it.  Due to their RV being parked in a permanent lot this solution wasn't accepted by the customer so I offered to send a technician to their campsite and clean the sewer pipe and sewer tank.  We scheduled this service to be done Thursday July 6th at 11AM.

Mrs. [redacted] came to RCD on 3/24 asking that we purchase her fifth wheel.  She gave me a long story about her situation stating that everything needed to be done today as she was heading back to Wisconsin in the morning.  Typically things can't happen that fast but I decided to try and help...

her out taking myself out of a busy Saturday for sales.  I went through a brief appraisal and she stated that the only thing wrong with the camper was a spot in the carpet around the cat litter box that needed to be cleaned.  I then made her an offer pending my inspection and she accepted.  We set up a time later that day for me to look at the camper with her.  After inspecting the camper I still stuck to my original offer with the agreement that all the trash would be cleaned out even though it was NOTHING as she had described.  We did sign paperwork at that time to make it convenient for her since she was traveling home the next day.  On Monday 3/26 I went to pick up the camper as agreed and when I got there people were still cleaning it out.  I did not stop at that time and gave them the benefit of the doubt that they just needed a little more time to get everything out.  This is where Mrs. [redacted] is highly confused because I went back at 4:30 on 3/26 to pick it up.  After going through it and seeing every cupboard and storage area still full of their trash I went back to the dealership to call Mrs. [redacted].  She apologized that it was not cleaned out and was going to send her daughter back out to finish and I would be able to pick it up in the morning.  On 3/27, I made my 3rd trip out to pick up the camper and it hadn't been touched from the day before.  At that point, I found it in RCD's best interest to send the title back to Mrs. [redacted] and move on from the purchase.  When I called to inform her of that decision, she called me a liar and ended up hanging up on me.  Not once was Mrs. [redacted] lied to.  I was trying to help her out and she was unable to hold up her end of a deal.  It was made clear to her that I was not buying a trash filled RV and that if she wanted me to purchase it would need to be cleaned out.  I did ask why she didn't call the dealer she purchased from, which is less than a mile down the road from us, and she had no answer.  This was a case of trying to help someone out and it coming back to bite them.  This deal would have been completed and Mrs. [redacted] would have a check in hand if she would have only cleaned her mess and not put it on someone else to deal with.  We are not interested in purchasing a camper in that condition.  If I was low balling her as she stated, Mrs. [redacted] will have no problem selling it to another buyer.