Guaranty RV Centers

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I was given an appointment next Monday morningMay I respectfully suggest that since the RV sales department is open days a week, and the service department has a month backlog, that the business put on a 2nd shift to cover the weekends?Sincerely, [redacted]

To Whom it may concern, This is the first I have heard of the complaint I have spoken with our General Manager, and he has never heard from this guest at all, either Our notes show on 2/27/MrG***, our employee, made contact with Ms***, who at that time only asked for touch up paint and a smokers package I have included a refusal letter for the extended warranty that we encourage all used sales guests to purchase at time of sale, along with our free day driving trial exchange on all used vehicles that gives our guest a chance to have vehicle checked out and or an extended test drive (though all of our used vehicles go through a multi-point inspection before they are offered for sale) As Ms [redacted] purchased in February, and it is now late November, we are well past any adjustment period

Complaint: [redacted] I am rejecting this response because: My wife and I are extremely disappointed with the way we were treated at Guaranty RV, and especially, Tim C***Several issues were addressed with Tim C***, and nearly ALL of them are still in need of repairAfter our initial weekend excursion, we were unable to use the RV because of warranty issuesYes, they indeed had our RV for two months, while the other months we awaited contact from them that the needed parts to make the repairs had arrivedAt NO time was the RV usable or made available to use during that timeIncompetency runs rampant at Guaranty RV, while a simple follow through would yield resultsWe would very much like a closed door meeting with the general manager of Guaranty RVWE STRONGLY believe he would be aghast at what his return customers have experienced with his employees and management team.Sincerely, [redacted]

Any resolution on a manufacturer defect, naturally, must begin with contacting the manufacturerThis is a process that Guaranty can't initiate, only the RV owner also, for Revdex.com- the complaint references photos that were not provided

Hello, Thank you for your correspondence Please forward to Mr [redacted] that the caps are a gel coat and, yes, on occasion, they do fadeWe have, in the past, painted front caps under warranty with a base coat/clear coat finish He is year out of warranty I would recommend Mr***, as the owner of the RV, contact Jayco on help of the repainting of his front capDespite his being out of warranty, they may be able to help, and I think it is more than worth the effort If after speaking with Jayco Mr [redacted] makes progress, I can direct our body shop to open a warranty claim on his behalf, and we will expedite his service

Because Mr [redacted] chose to solicit the intervention of a third party, we will not participate in any resolution that omits the involvement/supervision of the third party (Revdex.com), nor do we think setting the stage for a verbal conflict is wise If Mr [redacted] can list the concerns he still has with his unit state whether or not he would like Guaranty to continue with repairs on the unit and if not- Would like our assistance in finding another location complete any needed work and Report this information through the Revdex.com channels We would be more than happy to get this moving in a forward direction

Complaint: [redacted] I am rejecting this response because: days after purchasing the car, electrical issues began happening and has steadily gone down hillI can no longer drive this vehicle, but have to make monthly payments stillI own a car you sold me that is sitting on the street until paid forI did leave two voicemails for the General Manager, but no response All I am asking is the vehicle be repaired to a safe drivable condition at a repair facility of my choosing or my nine months of car payments back.Sincerely, [redacted] ***

Indeed, it is true that we are booked out two months in our service department- the summer is a busy timeI understand that the hope was to come in on a Sunday (our service department is not open on Sundays)Our employee [redacted] has volunteered to come in on a Sunday to help

Complaint: [redacted] I am rejecting this response because: The cap is not the only issue, the side/sides of the vehicle look bad as well as shown in the pictures already sent Rv's should look better after only years Sincerely, [redacted] ***

I'm passing along a note from our service department manager...please read below -Jolene T [redacted] -------------------------- Mr [redacted] , I apologize for any inconvenience that we may have causedwe supply all customers with the owner’s packets that are sent with the unit from the factoryhowever, some items in these units only come with installation instructions not operator’s manualsI would like to offer to get your unit in as soon as possible working around your schedule to buff your counter tops and try to get any owner’s manuals that are available or you are missing Thank you, David T [redacted] David T [redacted] Service Manager, Guaranty RV ***

I'm very disappointed to hear of Mr***'s disappointment with his RV, and with Guaranty
In speaking with our fixed operations director, Tim C***, I have learned that their RV was in our shop for two monthsDuring a portion of this time, the RV was useable...as an example, one issue was
receiving the wrong color of decalsThis does not prevent use of the RVOf course, we know any lost time is disappointing, and I am sorry Mr*** was not able to use his RV
Indeed, a Guaranty employee did put the wrong stock number on their paperwork, which was identified and rectifiedWe are very sorry for any inconvenience that was caused
I can't quite determine clearly from Mr*** what his desired outcome is, Clearly, giving him another new RV is not an optionWe remain, however, willing to work with Mr***I encourage him to e-mail our fixed operations director if he does have a proposed solution to this, and to include a CC to the Revdex.com, so that everyone is on the same page

Revdex.com:Guaranty responded to me and agreed to settle my dispute for the requested $4000.I have since received a check from them and it has been deposited.Barring an insufficient funds notice, I would like to consider this complaint resolved and closed.Sincerely, *** ***

We regret to hear of *** ***'s dissatisfaction with the extended service contractAfter reviewing the list of repairs that are necessary, we have verified they are not mechanical breakdowns and appear to be wear and tear or caused damageAs a gesture of kindness, and in an effort to renew ***
***'s confidence in Guaranty, we would be happy to offer a 100% refund for the policy that he purchased, and would administer the refund in the form of a check, or if the unit is currently financed, to be applied towards the balance remaining on the loan. In addition, we are going to make every attempt to get the total cost of the repairs needed reducedShould the customer choose to continue with the repairs, we will provide the most aggressive estimate we possibly can at that time We also understand the customer may choose not to go through with the repairs at this time

Because Mr. [redacted] chose to solicit the intervention of a third party, we will not participate in any resolution that omits the involvement/supervision of the third party (Revdex.com), nor do we think setting the stage for a verbal conflict is wise.
If Mr. [redacted] can
1. list the concerns he still has with his unit
2. state whether or not he would like Guaranty to continue with repairs on the unit and if not-
3. Would like our assistance in finding another location complete any needed work and
4. Report this information through the Revdex.com channels
 
We would be more than happy to get this moving in a forward direction.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I was given an appointment next Monday morning. May I respectfully suggest that since the RV sales department is open 7 days a week, and the service department has a 2 month backlog, that the business put on a 2nd shift to cover the weekends?Sincerely, [redacted]

Indeed, it is true that we are booked out two months in our service department- the summer is a busy time. I understand that the hope was to come in on a Sunday (our service department is not open on Sundays). Our employee [redacted] has volunteered to come in on a Sunday to help.

Complaint: [redacted]I am rejecting this response because:
 
The cap is not the only issue, the side/sides of the vehicle look bad as well as shown in the pictures already sent
 
Rv's should look better after only 3 years.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: My wife and I are extremely disappointed with the way we were treated at Guaranty RV, and especially, Tim C[redacted]. Several issues were addressed with Tim C[redacted], and nearly ALL of them are still in need of repair. After our initial weekend excursion, we were unable to use the RV because of warranty issues. Yes, they indeed had our RV for two months, while the other months we awaited contact from them that the needed parts to make the repairs had arrived. At NO time was the RV usable or made available to use during that time. Incompetency runs rampant at Guaranty RV, while a simple follow through would yield results. We would very much like a closed door meeting with the general manager of Guaranty RV. WE STRONGLY believe he would be aghast at what his return customers have experienced with his employees and management team.Sincerely,[redacted]

I'm passing along a note from our service department manager...please read below.
-Jolene T[redacted]
--------------------------
 
Mr. [redacted],
I apologize for any inconvenience that we may have caused. we supply all customers with the owner’s packets that are sent with the unit from the...

factory. however, some items in these units only come with installation instructions not operator’s manuals. I would like to offer to get your unit in as soon as possible working around your schedule to buff your counter tops and try to get any owner’s manuals that are available or you are missing  
 
Thank you,
David T[redacted]
 
David T[redacted]
Service Manager,
Guaranty RV
[redacted]

Hello,
Thank you for your correspondence.
Please forward to Mr. [redacted] that the caps are a gel coat and, yes, on occasion, they do fade. We have, in the past, painted front caps under warranty with a base coat/clear coat finish.  He is 1 year out of warranty.  I would recommend Mr. [redacted],...

as the owner of the RV, contact Jayco on help of the repainting of his front cap. Despite his being out of warranty, they may be able to help, and I think it is more than worth the effort.
If after speaking with Jayco Mr. [redacted] makes progress, I can direct our body shop to open a warranty claim on his behalf, and we will expedite his service.