[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: I have been in this process since March and have gone back-and-forth with [redacted] and its management who have repeatedly insulted me with claims of doing their part by waiving cancellation fees which does not begin to repay for the hardship experienced as a result of the stayEmotional, social, financial, and physical hurtAfter arguing with them for months, they are prepared to offer me a discounted room through points at facilities that are above my budget and would not resolve anythingI do not plan to use their facilities and points for a discounted stay stay is insufficient as it may have limitations as wellI would like to sever the connection with this company to move forwardThe least they could do was offer two free nights to make up for the nights of being devoured by bedbugs and staying in unsatisfactory roomsOffering points, that will require the creation of an account, for a DISCOUNTED future stay is not enoughI would like my full refund or equivalent without the obligation of doing business with them againA mistake was made in the upkeep of the rooms, the handling of my issue while I was there, the response from the manager after, and this offer from [redacted] which is too little too late unfortunately Regards, [redacted]
Kamper City did install a brake controller on their vehicle on 4/7/. At the completion of the installation, we demonstrated that the brake controller was operating according to its design and found no errors or mis-operations of the device. We charge $for the brake
controller and the installation. The customer paid for the service and left without issue. We never heard back from them at any point after the installation until we received a phone call from them in late February. They asked us to refund them their purchase price and we stated that we would not refund it. At first the sales manager indicated that we would refund the installation, under the assumption it was installed that week. We found after that statement to the customer that it was installed April 2017. The brake controller itself comes with a year warranty and if there was an issue with the brake controller, the manufacturer would of replace it at no cost to the consumer. It is not Kamper city responsibility to refund dollars spent when it has a warranty associated with the brake controller. If the system was installed improper, the brake controller would of failed immediately or within a short period of time and caused these fuses to blow. We once again want to state that not time after the installation we notified of any improper operation of device. Lots of thing could caused the brake controller failure if indeed it was the brake controller causing this problem, however, they never called us to at least look at the problem and see ourselves what was causing the issue. months after the installation this symptoms developedThey took it to other repairs facilities and took it to one repair facility and then to another. We are sympathetic to their situation, however if they wanted Kamper city to stand behind our service, they should of allowed us the opportunity to see for ourselves what the underlying problem. We install plus brake controllers a year and we haven't come across this issue once. She is more then welcomed to take her receipt and brake controller mail it back to the manufacturer and if they do find that the device is defective, they will refund her her money for the brake controller minimum Thank you for your time, and Kamper City wasn't rude with her on the phone or in person, we do understand her anger, however we didn't cause the problem, devices do fail and are covered under warranty Have a goo day Michael President Kamper City
we have talk to the customer and stated that they should bring the unit in for us to ascertain the warranty issues and will submit claims on their behalf and wait for the manufacturers response on whether they will cover their issues under warranty or not
I am rejecting this response because:
Michael, Your service tech came over and started yelling at Chrissy so much that another guy asked him to get away from herThe service manager admitted that all the extra wiring that was done was unnecessary because the truck was already equipped to plug the unit inChrissy sates the service manager seemed very upset about the situation and all employees were courteous expect the service tech who did the job.Bill
Your service tech came over and started yelling at Chrissy so much that another guy asked him to get away from herThe service manager admitted that all the extra wiring that was done was unnecessary because the truck was already equipped to plug the unit inChrissy sates the service manager seemed very upset about the situation and all employees were courteous expect the service tech who did the job. Bill we are sadden to hear that Chrissy was upset the way a tech talked to her,and if indeed we upset her by his tone we apologize. My General Manager and Service Manager talked to Chrissy about the situation and indicated to her that the wiring that was there, has different ways of wiring the brake controller, the way we wired it allowed the trailer being towed the ability to charge the battery which was isolated and protected by a circuit breaker, Honda with there plug and play would not allow the function to happen unless we added relays and fuses. the way we installed the wiring , allowed us to completely bypass her fuse panel. Kamper City never accessed their fuse panel at any point. Kamper City takes it time installing the brake controller and can take upwards of to hours and our labor rate that is posted is $per hour. We didn't charge anywhere near that. Chrissy stated that Honda has its own system, then one might ask why after this failure, didn't she seek out Honda for the proper ( according To them ) but goes to not but different repair facilities, without even attempting for us to see what the problem could be and we could if allowed been able to fix it for them at a courtesy. Once again the unit has a year warranty, however the customer choose to remedy their issue on their own, We are sorry for the failure, but cant determined the cause. Once again Kamper City apologies if a technician employed by us, upset the situation, however the Management staff listen to her complaint and tried to explain our position, however Chrissy came in a argumentative demeanor. on A FINAL NOTE, WHEN THE BRAKE CONTROLLER WAS PRESENTED FOR REFUND, THERE WAS NO EVIDENCE OF MALFUNCTION, AND ANY WIRING PRESENTED TO US OF ANY MELTING, BURNING SEARING OF THE WIRING. thank you for hearing our side of the story, we strive to have customer satisfaction as the forefront of our business motto, however we can not be responsible for a failure (alleged) months after the install with no history from the time of install the year before, as stated in our original rebuttal, if the unit was to fail, it would fail immediatelySome outside force caused this failure, could be the moisture in her tow vehicle or there could of been a fault in her wiring of the towed vehiclenot the Honda Ridge line we have a machine called the tow doctor that will simulate and diagnosis the proper functionality of the brake controller. It is a flawless system, we had all light indicating a proper installation. thank you Michael
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have been in this process since March and have gone back-and-forth with *** *** and its management who have repeatedly insulted me with claims of doing their part by waiving cancellation fees which does not begin to repay for the hardship experienced as a result of the stayEmotional, social, financial, and physical hurtAfter arguing with them for months, they are prepared to offer me a discounted room through points at facilities that are above my budget and would not resolve anythingI do not plan to use their facilities and points for a discounted stay stay is insufficient as it may have limitations as wellI would like to sever the connection with this company to move forwardThe least they could do was offer two free nights to make up for the nights of being devoured by bedbugs and staying in unsatisfactory roomsOffering points, that will require the creation of an account, for a DISCOUNTED future stay is not enoughI would like my full refund or equivalent without the obligation of doing business with them againA mistake was made in the upkeep of the rooms, the handling of my issue while I was there, the response from the manager after, and this offer from *** which is too little too late unfortunately
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to methere are two warranties they need to submit to, the winnebago manufacture, and the extended warranty I have purchased,
Initial Business Response /* (1000, 5, 2016/06/01) */
The statement that they said is above is completely without merit We sold MrM*** a used pop up in and was sold in a sold as is status and have MrM*** signature in three different places stating that he was aware it was sold as is
Last year he brought the unit back to kamper city to have the lift motor examined and we informed him that Coleman went out of business and we couldn't get parts for him and then he asked us if there was any thing we could do for him and we created a lift system that allowed the pop up to function properly we also did as a gesture of good will fixed a problem with the roof at no cost to him AFTER we did this service to Mr, M***, Kamper city received a series of negative reviews in any format that they could review on We kinda felt abused and unappreciated for the service we render to him at a very very reasonable price We thought we were done with this customer, however this year his unit had a lift issues and he talked to one of our techs and that tech told him to bring it in so we can take a look at it Once I saw that his unit was on my property, I called MrM*** and told him I didn't want to do anything for him after what we experienced last year and his blasting my name in a negative way, his comments were it wasn't him but his significant other, Never less I told him I wanted it off my property and his immediate response was if I don,t keep it inside so it doesn't get wet he was going to sue me, With that I told him to pick it up He then had his girl call in and I told her since she wasn't on the contract she I decline to talk to her Mr M*** called me back and apologized for his temper tantrum and treats and asked me if I could take a look at it I agreed to look at the cause of this malfunction and offered him to come in prior to us performing any repairs so that we can get his approval before we started any work He also had his insurance adjuster come in an spun a different story to them that he went over a pot hole and made the motor break, the insurance adjuster stated that that was a accounting what caused this malfunction and we agreed We assume MrM*** not knowing jammed his pop up by continuing to crank it up and we then told him we would have another person come in and look at the pop up and he said to inform him what he found out The other tech stated that the internal pulley are bound up and had nothing to do with our remedy of last year and it would be extremely costly to do We told MrM*** at his finding and told him that we could put another motor and different worm gear together but would cost him around $and he said no then the next day he called his insurance agent and then changed his story that the wind was very strong and caused the internal pulleys were jammed and wanted the pop up totaled After we heard that He made this statement to his insurance agent we asked him to remove the pop up from my property because I did not want any thing to do with his lies and wanted Kamper city to be excused from this actions
We stand behind what we sell ans try to help our customers whenever we can, It is not our fault that Coleman went out of business nor is it our fault we can not acquire the lift mechanism after market, MrM*** as a consumer should of research the product he was buying prior to the purchase and should understand Kamper City didn't make that product unfortunately the needed repairs will fall on him Once again the unit was sold and MrM*** was aware of it by his signatures
Initial Business Response /* (1000, 5, 2016/02/25) */
Revdex.com case # ***
MrsLisa T***
In response to MrsT*** allegations against Kamper City, we would like to answer her concerns
MrsT*** did purchase a Gulfstream DSL Conquest from on 7/16/and took possession on
it July23rd It is our standard procedure to do a throughout walk thru with a technician trained in RV maintenance and repairs on the product our customers are purchasing prior to accepting final payment upstairs in our Finance Office so they are comfortable that they are purchasing a unit in good condition without flaw or defeat We have the customer fill out a Pre Delivery inspection form highlighting that the unit they are purchasing meets their expectations and they sign off on that show thru I have enclosed a copy of that actual documentation with MrT*** signature
It is true that MrsT*** did call us after the sale for some warranty repairs and we noted in and submitted them to Gulfstream a day or two following her calls to us, she states that we didn't call her back and we cant prove that we did or didn't, we can prove however that we submitted her claim to Gulfstream One of her concerns was a screen door missing and a warped door that we place a replacement with gulfstream
I received a call from MrsT*** on or about 12/14/complaining that when she arrived back at her trailer after closing it down in October that there was a leak in the roof and water all over the place I did tell MrsT*** that she needs to contact her insurance company so that they can ascertain the cause of the damage and file an insurance claim, and that water is not a warrantable event from the manufacture and although the tone of the conversation was tense, I informed her to check and see if her trailer was leveled and if debris was on the roof causing the slide (Bulb Seal) to be more precise was free of any obstructionMrsT*** said that I should come out and fix the damage and I informed her that I would need some pictures so that I can talk intelligently about her situation She was saying that I needed to take ownership of the damage and I told her I would not or could not speak about her situation until I see a least some evidence of the damage Our conversation ended and the very next day MrsT*** posted on Google that I wasn't standing behind my product and Buyer Beware, She is entitled to her opinion
Between that time on 12/14/I haven't spoken to her until I received a call from MrsT*** in Mid February stating that she took the camper to another RV Dealership Mentor RV which is extremely close to where her camper was located stating that the manufacturer isn't going to cover the repairs That Mentor RV was getting the slide mechanism covered but not the damageIt was going to cost her $to repair her trailer and what was I going to do about it since the blame is on my dealership, I told MrsT*** that once again I haven't received any documentation about her damage and was being told that the damage most likely occurred because of lot rot I told her once again that if there was damage or lot rot, it would of manifest itself after her possession immediately not after she closed it down for the season in October and if it wasn't for the fact she went back to her trailer in December she wouldn't have been aware of the damage So I told MrsT*** and Mentor RV and Gulfstream that the cause of her damage in my opinion is most likely due to improper maintenance on her behalf and her due diligence of making sure she did the proper closing of their rig for the winter season
If it wasn't for the help of Mentor RV sending me pictures and communication with MrsT***, I would still be in the dark about her issuesAfter I talked to Eileen from Mentor and looking at the pictures that MrsT*** herself presented to Mentor RV but not to me, I can say with almost certainly that indeed the damage was self inflected I have enclosed the pictures in color for your review to show that MrsT*** or a representative of hers put the slide away in a state of disrepair It is obvious that she didn't inspect her roof prior to closing for the season because of all the debris embedded into her slide out roof It is her responsibility to make sure all her seals and seal wipes are free from obstruction and in a state of cleanliness not allowing foreign material to compromise the vacuum of the seals If there is the slightest void in that seal, water will penetration and cause damage
The unit needs to be leveled to make sure that water run off is allowed I asked MrsT*** to make sure that her trailer was leveled and she stated that she put a level down to show it level MrsT*** needed to show levelness by putting a level on the four corners of the trailer east to west north to south and making sure that during the camping season that the weight of the trailer didn't shift, this wasn't done, to further my assumption that the trailer wasn't level is her on statement to Mentor RV that one of her tires is flat How can a trailer be leveled if one of its tires are flat again changing the pitch of water run off I have enclosed her own communication with Mentor RV stating she had a flat tire
After I showed the pictures to Gulfstream and after us both reviewed them, it is clear that it isn't a warranty issue at allIt is a maintenance issue I spoke to Diane Williams and asked her if she could help our mutual customer MrsT***, by providing me material at no charge and I would do the repairs for $1,to MrsT*** not the $Mentor was seeking, trying to help our customer thru this as a jester of good will Remember MrsT*** spoke badly on my company on Google for all to see but I rose above the personal attacks and offered a olive branch so that she could be made whole without blaming, Kamper City, Gulfstream Or MrsT*** herself, we were just trying to helpI informed MrsT*** of what I orchestrated with Gulfstream On Monday 2/22/and she said she would consult her husband and perhaps an attorney I then received this Revdex.com complaint
I have enclosed documentation that clearly shows that Kamper City presented The T***'s a coach in good operations and throughout their camping season, outside of small request for repairs, which not one show any concerned about water but about a screen door and a misaligned or warped cabinet front, they enjoyed their camper thru the summer and fall and all the rain and weather without incident Once again making me believe that their unit was put away improperly by their hands only From 7/28/till they put it away some time in October there is no proof of water damage
In closing, I do feel for the T***'s situation, it is not uncommon for situations like this to arise, I still wish MrsT*** would contact their insurance company as I indicated they should do from our initial communication, and Mentor RV as well stated that they should as well but they have elected not to, they also moved the unit from site without proper documentation that I am aware of, showing the topography that could of aided them remedy from their insurance company
I have contacted both Gulfstream and Mentor RV about my offer to help without assigning blame and that offer still stands; however I believe MrsT*** will not accept this jester of compassion and end result is that her trailer needs repaired The longer she hesitates to get her travel trailer repaired the damage will undoubtedly get worse and repairs escalate
Sincerely
Michael D***
Owner Kamper City
I can be reached to answer any of your questions or clarification of my answers
Initial Consumer Rebuttal /* (3000, 9, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Kamper City, I would like to address some the information suggested and submittedThe copy of the Pre-delivery and Acceptance document is proof of absolutely nothingThe document could be altered at any time:
- It is not a carbon document in which both parties receives a copyI do not have a copy
- The submission that MrD*** has provided clearly shows different colors of ink
- The box next to the "Slide Out Room" is not marked at all and the camper has a serious problem with the slide
- The screen door was missing which was acknowledged by Kamper City, yet it is marked on this form
MrD*** admits that I called Kamper City regarding the missing screen door and a warped doorI actually called multiple times and emailed with no responsesMrD*** says that Kamper City then submitted this information to GulfstreamAt no time in my correspondence with Kamper City or Gulfstream was this claim ever brought up until MrD***'s response to the Revdex.com complaintFurthermore, I have still never received the replacement for the warped doorI don't think I would have received a screen door either if I hadn't went to Kamper City personally and waited until a technician removed a door from another unit to give to me
I called MrD*** in December regarding the damage I discovered in my camperI agree that the conversation was tense, mostly because MrD*** was very rudeHe quickly disregarded me; he told me there was nothing he could doHe did tell me to call my insurance companyI explained that it would not be an insurance claim because it was not a problem created by a fallen tree or some weather occurrenceI continued by saying that I believed something was defective with the camperHe told me if there was something wrong with the camper it was probably my own doing and again told me there was nothing he could doI asked how he could make such an affirmative statement when he never even looked at the camper or even viewed any picturesHe said that if I wanted to send him pictures that I could but it wouldn't make a differenceI did not send him pictures because I believed him when he said there was nothing he would do for meI felt I had no other choice but to contact the manufacturer
MrD*** strongly encouraged me and my husband to place a review on any social media forum when we purchased the camperI did place a review on Google and on Facebook regarding the treatment I received from MrD***MrD***'s response was to "unfriend" me from FacebookBut at no time did he try to contact me to rectify this situationHis silence further proved to me that he had no intention of ever assisting meIn fact, I believe the only reason he is giving any acknowledgement to me at all is because I have pushed the issue by contacting the manufacturer, the Revdex.com and social media forums
MrD*** suggests that my camper was not maintained by me and my husband and in the 1/months of actually usage and we somehow managed to cause all of the problemsHis accusations include:
- Camper not level
* That statement couldn't be further from the truthMy husband is a brick masonHis entire job is based on the concept of items being levelI can provide witnesses to support the fact, that he leveled that camper every way possibleIncluding the owner of the campground
* This camper was not leveled while on Kamper City property for the year prior to my purchase
* Also, the camper was leveled in spite of the flat tireWe figured we weren't going to be moving the camper (it's located on a permanent camp site) so the tire wasn't an issue
- An obstruction in the slide
* We work together in groups to assist one another at the campground when closing preparations are madeOne person stands on a ladder while another closes the slideThat way no obstruction will get caughtThe people assisting that day can support this factAlso, I have a cancelled check from the campground proving that a paid for a winterizing serviceI did this to double insure that everything was done correctly
The pictures submitted absolutely show damage to the camperThese damages are not what are being disputedIt is a matter of who is responsibleMrD*** did finally contact me on February in response to my insistence that he should take responsibility for the damagesHis offer was for me to arrange and pay all transportation costs to and from Kamper City (original delivery charges from Kamper City to my campground were $one way); he estimated the repairs anywhere from $- $He generously offered to pay for some of the materials out of his own pocket Gulfstream later told me that they were paying for all materialsSo, MrD***'s "gesture of compassion", as he calls it, would cost me roughly $and contained yet another statement
MrD***'s response to my Revdex.com complaint is that the problems with this camper are a direct result of improper maintenanceI don't disagree with that and neither does the manufacturerLot maintenance was not properly done while this camper sat on Kamper City's propertyI have attached an e-mail from Gulfstream that clearly states that Kamper City did not maintain the unit while it was in their possession; that damage was happening prior to my purchase; and that Kamper City was aware of the problems but did not disclose the information to avoid the repair expenses
I did contact my insurance company regarding the damagesThey said I have very good coverage but damage due to lack of maintenance or warranty issues would not be coveredThe suggestion from MrD*** to make an insurance claim (especially when he was possibly aware of the issues with the camper prior to my purchase as stated in Gulfstream's email) shows that there are some serious integrity issues
I purchased a new camper with a one year warrantyThat was a very large investment for me and my husbandI contacted the dealer when issues started to ariseSince then I have been ignored, disregarded, and accused of not maintaining and essentially destroying that investment in less than that one year warranty timeframe (1/months of use and only months of ownership)This has been a horrible experience and I certainly wouldn't want anyone else to go through it
Sincerely,
Lisa T***
Final Business Response /* (4000, 11, 2016/03/18) */
3/18/
After reviewing The T***'s response to this claim, I contacted the manufacture Gulfstream warranty manager on Monday 3/14/and Mentor RV on 3/16/and told them about the remedy I was able to orchestrate with Gulfstream's managerial helpI also tried as well as several attempts to contact the T*** on 3/14/and 3/16/, via email, phone calls to both phone numbers supplied to me as well as calling MrsT*** employment, in which I haven't received a call back to tell them how we can make this difficult situation resolvedThis is what I was able to do with the help of the warranty department at Gulfstream, Gulfstream has agreed providing that the repairs are done solely at Kamper City ,will assist us financially in the complete repair of the T***'s slide out issues without the T***'s incurring any cost, So that the repairs are done at true cost and no dealer mark ups We here at Kamper city will document via photography evidence of the repairs in all the stages so that our customers are assured we are doing these repairs to the highest level of professionalism This is customary when we do any insurance work, customer pay work, or warranty work so we can stand behind our work and craftsmanship
Kamper City and Gulfstream are offering our mutual customer the T***'s a remedy of this situation without assigning fault of how this damaged occurred, we are just trying to help our customer
This is the best remedy we can offer the T***'s it is up to them to accept this remedy
We here at Kamper City have a small window of availability to fix this damage before the season starts, and we will need to order the parts so we can minimize the down time the T***'s have during this repair
Sincerely
Michael D***
Owner Kamper City
Revdex.com Case #: *** Hotel Site #: *** Customer Care Case #: *** Dear Contact: Thank you for notifying our office of the concern filed by *** *** at the *** *** property in *** **. We apologize that the property did
not meet the guest's expectations of our brand's high standard of guest service. It looks like the property waive the the early checkout fee and charge for the remainder of her stayCustomer care would like to offer you 6,*** rewards points as a goodwill gestureThis is highly discounted nights at any *** facility in the US or CanadaPlease advise if this is acceptable If you need any more information on this matter, please contact me directly at *** Thank you!
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: I have been in this process since March and have gone back-and-forth with [redacted] and its management who have repeatedly insulted me with claims of doing their part by waiving cancellation fees which does not begin to repay for the hardship experienced as a result of the stayEmotional, social, financial, and physical hurtAfter arguing with them for months, they are prepared to offer me a discounted room through points at facilities that are above my budget and would not resolve anythingI do not plan to use their facilities and points for a discounted stay stay is insufficient as it may have limitations as wellI would like to sever the connection with this company to move forwardThe least they could do was offer two free nights to make up for the nights of being devoured by bedbugs and staying in unsatisfactory roomsOffering points, that will require the creation of an account, for a DISCOUNTED future stay is not enoughI would like my full refund or equivalent without the obligation of doing business with them againA mistake was made in the upkeep of the rooms, the handling of my issue while I was there, the response from the manager after, and this offer from [redacted] which is too little too late unfortunately Regards, [redacted]
Kamper City did install a brake controller on their vehicle on 4/7/. At the completion of the installation, we demonstrated that the brake controller was operating according to its design and found no errors or mis-operations of the device. We charge $for the brake
controller and the installation. The customer paid for the service and left without issue. We never heard back from them at any point after the installation until we received a phone call from them in late February. They asked us to refund them their purchase price and we stated that we would not refund it. At first the sales manager indicated that we would refund the installation, under the assumption it was installed that week. We found after that statement to the customer that it was installed April 2017. The brake controller itself comes with a year warranty and if there was an issue with the brake controller, the manufacturer would of replace it at no cost to the consumer. It is not Kamper city responsibility to refund dollars spent when it has a warranty associated with the brake controller. If the system was installed improper, the brake controller would of failed immediately or within a short period of time and caused these fuses to blow. We once again want to state that not time after the installation we notified of any improper operation of device. Lots of thing could caused the brake controller failure if indeed it was the brake controller causing this problem, however, they never called us to at least look at the problem and see ourselves what was causing the issue. months after the installation this symptoms developedThey took it to other repairs facilities and took it to one repair facility and then to another. We are sympathetic to their situation, however if they wanted Kamper city to stand behind our service, they should of allowed us the opportunity to see for ourselves what the underlying problem. We install plus brake controllers a year and we haven't come across this issue once. She is more then welcomed to take her receipt and brake controller mail it back to the manufacturer and if they do find that the device is defective, they will refund her her money for the brake controller minimum Thank you for your time, and Kamper City wasn't rude with her on the phone or in person, we do understand her anger, however we didn't cause the problem, devices do fail and are covered under warranty Have a goo day Michael President Kamper City
the manufacturer and the customer have agreed to take the unit on trade for another Catalina
we have talk to the customer and stated that they should bring the unit in for us to ascertain the warranty issues and will submit claims on their behalf and wait for the manufacturers response on whether they will cover their issues under warranty or not
I am rejecting this response because:
Michael, Your service tech came over and started yelling at Chrissy so much that another guy asked him to get away from herThe service manager admitted that all the extra wiring that was done was unnecessary because the truck was already equipped to plug the unit inChrissy sates the service manager seemed very upset about the situation and all employees were courteous expect the service tech who did the job.Bill
Your service tech came over and started yelling at Chrissy so much that another guy asked him to get away from herThe service manager admitted that all the extra wiring that was done was unnecessary because the truck was already equipped to plug the unit inChrissy sates the service manager seemed very upset about the situation and all employees were courteous expect the service tech who did the job. Bill we are sadden to hear that Chrissy was upset the way a tech talked to her,and if indeed we upset her by his tone we apologize. My General Manager and Service Manager talked to Chrissy about the situation and indicated to her that the wiring that was there, has different ways of wiring the brake controller, the way we wired it allowed the trailer being towed the ability to charge the battery which was isolated and protected by a circuit breaker, Honda with there plug and play would not allow the function to happen unless we added relays and fuses. the way we installed the wiring , allowed us to completely bypass her fuse panel. Kamper City never accessed their fuse panel at any point. Kamper City takes it time installing the brake controller and can take upwards of to hours and our labor rate that is posted is $per hour. We didn't charge anywhere near that. Chrissy stated that Honda has its own system, then one might ask why after this failure, didn't she seek out Honda for the proper ( according To them ) but goes to not but different repair facilities, without even attempting for us to see what the problem could be and we could if allowed been able to fix it for them at a courtesy. Once again the unit has a year warranty, however the customer choose to remedy their issue on their own, We are sorry for the failure, but cant determined the cause. Once again Kamper City apologies if a technician employed by us, upset the situation, however the Management staff listen to her complaint and tried to explain our position, however Chrissy came in a argumentative demeanor. on A FINAL NOTE, WHEN THE BRAKE CONTROLLER WAS PRESENTED FOR REFUND, THERE WAS NO EVIDENCE OF MALFUNCTION, AND ANY WIRING PRESENTED TO US OF ANY MELTING, BURNING SEARING OF THE WIRING. thank you for hearing our side of the story, we strive to have customer satisfaction as the forefront of our business motto, however we can not be responsible for a failure (alleged) months after the install with no history from the time of install the year before, as stated in our original rebuttal, if the unit was to fail, it would fail immediatelySome outside force caused this failure, could be the moisture in her tow vehicle or there could of been a fault in her wiring of the towed vehiclenot the Honda Ridge line we have a machine called the tow doctor that will simulate and diagnosis the proper functionality of the brake controller. It is a flawless system, we had all light indicating a proper installation. thank you Michael
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have been in this process since March and have gone back-and-forth with *** *** and its management who have repeatedly insulted me with claims of doing their part by waiving cancellation fees which does not begin to repay for the hardship experienced as a result of the stayEmotional, social, financial, and physical hurtAfter arguing with them for months, they are prepared to offer me a discounted room through points at facilities that are above my budget and would not resolve anythingI do not plan to use their facilities and points for a discounted stay stay is insufficient as it may have limitations as wellI would like to sever the connection with this company to move forwardThe least they could do was offer two free nights to make up for the nights of being devoured by bedbugs and staying in unsatisfactory roomsOffering points, that will require the creation of an account, for a DISCOUNTED future stay is not enoughI would like my full refund or equivalent without the obligation of doing business with them againA mistake was made in the upkeep of the rooms, the handling of my issue while I was there, the response from the manager after, and this offer from *** which is too little too late unfortunately
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to methere are two warranties they need to submit to, the winnebago manufacture, and the extended warranty I have purchased,
Initial Business Response /* (1000, 5, 2016/06/01) */
The statement that they said is above is completely without merit We sold MrM*** a used pop up in and was sold in a sold as is status and have MrM*** signature in three different places stating that he was aware it was sold as is
Last year he brought the unit back to kamper city to have the lift motor examined and we informed him that Coleman went out of business and we couldn't get parts for him and then he asked us if there was any thing we could do for him and we created a lift system that allowed the pop up to function properly we also did as a gesture of good will fixed a problem with the roof at no cost to him AFTER we did this service to Mr, M***, Kamper city received a series of negative reviews in any format that they could review on We kinda felt abused and unappreciated for the service we render to him at a very very reasonable price We thought we were done with this customer, however this year his unit had a lift issues and he talked to one of our techs and that tech told him to bring it in so we can take a look at it Once I saw that his unit was on my property, I called MrM*** and told him I didn't want to do anything for him after what we experienced last year and his blasting my name in a negative way, his comments were it wasn't him but his significant other, Never less I told him I wanted it off my property and his immediate response was if I don,t keep it inside so it doesn't get wet he was going to sue me, With that I told him to pick it up He then had his girl call in and I told her since she wasn't on the contract she I decline to talk to her Mr M*** called me back and apologized for his temper tantrum and treats and asked me if I could take a look at it I agreed to look at the cause of this malfunction and offered him to come in prior to us performing any repairs so that we can get his approval before we started any work He also had his insurance adjuster come in an spun a different story to them that he went over a pot hole and made the motor break, the insurance adjuster stated that that was a accounting what caused this malfunction and we agreed We assume MrM*** not knowing jammed his pop up by continuing to crank it up and we then told him we would have another person come in and look at the pop up and he said to inform him what he found out The other tech stated that the internal pulley are bound up and had nothing to do with our remedy of last year and it would be extremely costly to do We told MrM*** at his finding and told him that we could put another motor and different worm gear together but would cost him around $and he said no then the next day he called his insurance agent and then changed his story that the wind was very strong and caused the internal pulleys were jammed and wanted the pop up totaled After we heard that He made this statement to his insurance agent we asked him to remove the pop up from my property because I did not want any thing to do with his lies and wanted Kamper city to be excused from this actions
We stand behind what we sell ans try to help our customers whenever we can, It is not our fault that Coleman went out of business nor is it our fault we can not acquire the lift mechanism after market, MrM*** as a consumer should of research the product he was buying prior to the purchase and should understand Kamper City didn't make that product unfortunately the needed repairs will fall on him Once again the unit was sold and MrM*** was aware of it by his signatures
Initial Business Response /* (1000, 5, 2016/02/25) */
Revdex.com case # ***
MrsLisa T***
In response to MrsT*** allegations against Kamper City, we would like to answer her concerns
MrsT*** did purchase a Gulfstream DSL Conquest from on 7/16/and took possession on
it July23rd It is our standard procedure to do a throughout walk thru with a technician trained in RV maintenance and repairs on the product our customers are purchasing prior to accepting final payment upstairs in our Finance Office so they are comfortable that they are purchasing a unit in good condition without flaw or defeat We have the customer fill out a Pre Delivery inspection form highlighting that the unit they are purchasing meets their expectations and they sign off on that show thru I have enclosed a copy of that actual documentation with MrT*** signature
It is true that MrsT*** did call us after the sale for some warranty repairs and we noted in and submitted them to Gulfstream a day or two following her calls to us, she states that we didn't call her back and we cant prove that we did or didn't, we can prove however that we submitted her claim to Gulfstream One of her concerns was a screen door missing and a warped door that we place a replacement with gulfstream
I received a call from MrsT*** on or about 12/14/complaining that when she arrived back at her trailer after closing it down in October that there was a leak in the roof and water all over the place I did tell MrsT*** that she needs to contact her insurance company so that they can ascertain the cause of the damage and file an insurance claim, and that water is not a warrantable event from the manufacture and although the tone of the conversation was tense, I informed her to check and see if her trailer was leveled and if debris was on the roof causing the slide (Bulb Seal) to be more precise was free of any obstructionMrsT*** said that I should come out and fix the damage and I informed her that I would need some pictures so that I can talk intelligently about her situation She was saying that I needed to take ownership of the damage and I told her I would not or could not speak about her situation until I see a least some evidence of the damage Our conversation ended and the very next day MrsT*** posted on Google that I wasn't standing behind my product and Buyer Beware, She is entitled to her opinion
Between that time on 12/14/I haven't spoken to her until I received a call from MrsT*** in Mid February stating that she took the camper to another RV Dealership Mentor RV which is extremely close to where her camper was located stating that the manufacturer isn't going to cover the repairs That Mentor RV was getting the slide mechanism covered but not the damageIt was going to cost her $to repair her trailer and what was I going to do about it since the blame is on my dealership, I told MrsT*** that once again I haven't received any documentation about her damage and was being told that the damage most likely occurred because of lot rot I told her once again that if there was damage or lot rot, it would of manifest itself after her possession immediately not after she closed it down for the season in October and if it wasn't for the fact she went back to her trailer in December she wouldn't have been aware of the damage So I told MrsT*** and Mentor RV and Gulfstream that the cause of her damage in my opinion is most likely due to improper maintenance on her behalf and her due diligence of making sure she did the proper closing of their rig for the winter season
If it wasn't for the help of Mentor RV sending me pictures and communication with MrsT***, I would still be in the dark about her issuesAfter I talked to Eileen from Mentor and looking at the pictures that MrsT*** herself presented to Mentor RV but not to me, I can say with almost certainly that indeed the damage was self inflected I have enclosed the pictures in color for your review to show that MrsT*** or a representative of hers put the slide away in a state of disrepair It is obvious that she didn't inspect her roof prior to closing for the season because of all the debris embedded into her slide out roof It is her responsibility to make sure all her seals and seal wipes are free from obstruction and in a state of cleanliness not allowing foreign material to compromise the vacuum of the seals If there is the slightest void in that seal, water will penetration and cause damage
The unit needs to be leveled to make sure that water run off is allowed I asked MrsT*** to make sure that her trailer was leveled and she stated that she put a level down to show it level MrsT*** needed to show levelness by putting a level on the four corners of the trailer east to west north to south and making sure that during the camping season that the weight of the trailer didn't shift, this wasn't done, to further my assumption that the trailer wasn't level is her on statement to Mentor RV that one of her tires is flat How can a trailer be leveled if one of its tires are flat again changing the pitch of water run off I have enclosed her own communication with Mentor RV stating she had a flat tire
After I showed the pictures to Gulfstream and after us both reviewed them, it is clear that it isn't a warranty issue at allIt is a maintenance issue I spoke to Diane Williams and asked her if she could help our mutual customer MrsT***, by providing me material at no charge and I would do the repairs for $1,to MrsT*** not the $Mentor was seeking, trying to help our customer thru this as a jester of good will Remember MrsT*** spoke badly on my company on Google for all to see but I rose above the personal attacks and offered a olive branch so that she could be made whole without blaming, Kamper City, Gulfstream Or MrsT*** herself, we were just trying to helpI informed MrsT*** of what I orchestrated with Gulfstream On Monday 2/22/and she said she would consult her husband and perhaps an attorney I then received this Revdex.com complaint
I have enclosed documentation that clearly shows that Kamper City presented The T***'s a coach in good operations and throughout their camping season, outside of small request for repairs, which not one show any concerned about water but about a screen door and a misaligned or warped cabinet front, they enjoyed their camper thru the summer and fall and all the rain and weather without incident Once again making me believe that their unit was put away improperly by their hands only From 7/28/till they put it away some time in October there is no proof of water damage
In closing, I do feel for the T***'s situation, it is not uncommon for situations like this to arise, I still wish MrsT*** would contact their insurance company as I indicated they should do from our initial communication, and Mentor RV as well stated that they should as well but they have elected not to, they also moved the unit from site without proper documentation that I am aware of, showing the topography that could of aided them remedy from their insurance company
I have contacted both Gulfstream and Mentor RV about my offer to help without assigning blame and that offer still stands; however I believe MrsT*** will not accept this jester of compassion and end result is that her trailer needs repaired The longer she hesitates to get her travel trailer repaired the damage will undoubtedly get worse and repairs escalate
Sincerely
Michael D***
Owner Kamper City
I can be reached to answer any of your questions or clarification of my answers
Initial Consumer Rebuttal /* (3000, 9, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to Kamper City, I would like to address some the information suggested and submittedThe copy of the Pre-delivery and Acceptance document is proof of absolutely nothingThe document could be altered at any time:
- It is not a carbon document in which both parties receives a copyI do not have a copy
- The submission that MrD*** has provided clearly shows different colors of ink
- The box next to the "Slide Out Room" is not marked at all and the camper has a serious problem with the slide
- The screen door was missing which was acknowledged by Kamper City, yet it is marked on this form
MrD*** admits that I called Kamper City regarding the missing screen door and a warped doorI actually called multiple times and emailed with no responsesMrD*** says that Kamper City then submitted this information to GulfstreamAt no time in my correspondence with Kamper City or Gulfstream was this claim ever brought up until MrD***'s response to the Revdex.com complaintFurthermore, I have still never received the replacement for the warped doorI don't think I would have received a screen door either if I hadn't went to Kamper City personally and waited until a technician removed a door from another unit to give to me
I called MrD*** in December regarding the damage I discovered in my camperI agree that the conversation was tense, mostly because MrD*** was very rudeHe quickly disregarded me; he told me there was nothing he could doHe did tell me to call my insurance companyI explained that it would not be an insurance claim because it was not a problem created by a fallen tree or some weather occurrenceI continued by saying that I believed something was defective with the camperHe told me if there was something wrong with the camper it was probably my own doing and again told me there was nothing he could doI asked how he could make such an affirmative statement when he never even looked at the camper or even viewed any picturesHe said that if I wanted to send him pictures that I could but it wouldn't make a differenceI did not send him pictures because I believed him when he said there was nothing he would do for meI felt I had no other choice but to contact the manufacturer
MrD*** strongly encouraged me and my husband to place a review on any social media forum when we purchased the camperI did place a review on Google and on Facebook regarding the treatment I received from MrD***MrD***'s response was to "unfriend" me from FacebookBut at no time did he try to contact me to rectify this situationHis silence further proved to me that he had no intention of ever assisting meIn fact, I believe the only reason he is giving any acknowledgement to me at all is because I have pushed the issue by contacting the manufacturer, the Revdex.com and social media forums
MrD*** suggests that my camper was not maintained by me and my husband and in the 1/months of actually usage and we somehow managed to cause all of the problemsHis accusations include:
- Camper not level
* That statement couldn't be further from the truthMy husband is a brick masonHis entire job is based on the concept of items being levelI can provide witnesses to support the fact, that he leveled that camper every way possibleIncluding the owner of the campground
* This camper was not leveled while on Kamper City property for the year prior to my purchase
* Also, the camper was leveled in spite of the flat tireWe figured we weren't going to be moving the camper (it's located on a permanent camp site) so the tire wasn't an issue
- An obstruction in the slide
* We work together in groups to assist one another at the campground when closing preparations are madeOne person stands on a ladder while another closes the slideThat way no obstruction will get caughtThe people assisting that day can support this factAlso, I have a cancelled check from the campground proving that a paid for a winterizing serviceI did this to double insure that everything was done correctly
The pictures submitted absolutely show damage to the camperThese damages are not what are being disputedIt is a matter of who is responsibleMrD*** did finally contact me on February in response to my insistence that he should take responsibility for the damagesHis offer was for me to arrange and pay all transportation costs to and from Kamper City (original delivery charges from Kamper City to my campground were $one way); he estimated the repairs anywhere from $- $He generously offered to pay for some of the materials out of his own pocket Gulfstream later told me that they were paying for all materialsSo, MrD***'s "gesture of compassion", as he calls it, would cost me roughly $and contained yet another statement
MrD***'s response to my Revdex.com complaint is that the problems with this camper are a direct result of improper maintenanceI don't disagree with that and neither does the manufacturerLot maintenance was not properly done while this camper sat on Kamper City's propertyI have attached an e-mail from Gulfstream that clearly states that Kamper City did not maintain the unit while it was in their possession; that damage was happening prior to my purchase; and that Kamper City was aware of the problems but did not disclose the information to avoid the repair expenses
I did contact my insurance company regarding the damagesThey said I have very good coverage but damage due to lack of maintenance or warranty issues would not be coveredThe suggestion from MrD*** to make an insurance claim (especially when he was possibly aware of the issues with the camper prior to my purchase as stated in Gulfstream's email) shows that there are some serious integrity issues
I purchased a new camper with a one year warrantyThat was a very large investment for me and my husbandI contacted the dealer when issues started to ariseSince then I have been ignored, disregarded, and accused of not maintaining and essentially destroying that investment in less than that one year warranty timeframe (1/months of use and only months of ownership)This has been a horrible experience and I certainly wouldn't want anyone else to go through it
Sincerely,
Lisa T***
Final Business Response /* (4000, 11, 2016/03/18) */
3/18/
After reviewing The T***'s response to this claim, I contacted the manufacture Gulfstream warranty manager on Monday 3/14/and Mentor RV on 3/16/and told them about the remedy I was able to orchestrate with Gulfstream's managerial helpI also tried as well as several attempts to contact the T*** on 3/14/and 3/16/, via email, phone calls to both phone numbers supplied to me as well as calling MrsT*** employment, in which I haven't received a call back to tell them how we can make this difficult situation resolvedThis is what I was able to do with the help of the warranty department at Gulfstream, Gulfstream has agreed providing that the repairs are done solely at Kamper City ,will assist us financially in the complete repair of the T***'s slide out issues without the T***'s incurring any cost, So that the repairs are done at true cost and no dealer mark ups We here at Kamper city will document via photography evidence of the repairs in all the stages so that our customers are assured we are doing these repairs to the highest level of professionalism This is customary when we do any insurance work, customer pay work, or warranty work so we can stand behind our work and craftsmanship
Kamper City and Gulfstream are offering our mutual customer the T***'s a remedy of this situation without assigning fault of how this damaged occurred, we are just trying to help our customer
This is the best remedy we can offer the T***'s it is up to them to accept this remedy
We here at Kamper City have a small window of availability to fix this damage before the season starts, and we will need to order the parts so we can minimize the down time the T***'s have during this repair
Sincerely
Michael D***
Owner Kamper City
Revdex.com Case #: *** Hotel Site #: *** Customer Care Case #: *** Dear Contact: Thank you for notifying our office of the concern filed by *** *** at the *** *** property in *** **. We apologize that the property did
not meet the guest's expectations of our brand's high standard of guest service. It looks like the property waive the the early checkout fee and charge for the remainder of her stayCustomer care would like to offer you 6,*** rewards points as a goodwill gestureThis is highly discounted nights at any *** facility in the US or CanadaPlease advise if this is acceptable If you need any more information on this matter, please contact me directly at *** Thank you!