Hallmark Campers

Complaint: [redacted] I am rejecting this response because:This is about honoring the contract and making things right for the customer However, Hallmark refused to honor the contract and correct their mistakes once again confirmed in the reply to this complain I confirmed with Hallmark on separate phone calls and emails on ordering and installing Torklift tie down complete with fastgun on my [redacted] truck The contract stated that I ordered ‘Complete TorkLift Tie Downs’; Hallmark’s reply to this complain provided further confirmation and I quote from Hallmark’s replied Revdex.com email ‘Hallmark mfgwill install Torklift tie downs front & rear, wire your vehicle’ This is a clear mistake that Hallmark installed Happi Jac instead of Torklift Mistakes do happen due to low quality oversight, which is not surprisingly uncommon What surprising was when I told Hallmark that they mistakenly installed the wrong tie down, I was greeted with excuses, lies, and hostility After six months of phone calls and emails, Hallmark finally sent me the rear Torklift tie down As of to date, Hallmark refused to replace the 2-short fastgun with the long fastgun version to fit the Torklift rear tie down The owner yelled at me and hung up on me twice for asking him nicely to do the right thing and provide replacement The exact word from the owner were ‘I am done with you’, ‘I refuse to provide/replace anything for you’, and something along the line of refuse to further service me as a customer, period.In addition and I quote from Hallmark’s replied to Revdex.com ‘I believe the public often forget that liability insurance, labor, shipping, and training are involved in installing equipment on the publics vehicles.’ For this precise reason, I ordered and paid Hallmark to install the complete Torklift tie down with Fastgun on my vehicle However, Hallmark installed Happi Jac on the rear bumper instead [redacted] bumper was not engineer to sustain pounds of upward torqueIn the event the vehicle goes over pothole or in rough off-road condition, the upward force will rip the rear bumper off my vehicle and created an unsafe and hazardous driving conditionTherefore, I paid Hallmark to mount the complete Torklift tie down (not Happi Jac) to the [redacted] bed frame due to safety concerns I feel Hallmark value their business interest over customer safety Regards, [redacted] ***

*** *** ** ***
*** ***
*** *** *** ***
*** *** *** *** *** ** *** **
*** ** * *** *** ***
To all concerned (PUBLIC INCLUDED):Hallmark mfgwill install tork lift tie
downs front & rear, wire your vehicle, and use standard turnbuckles to secure your camper for $1,US plus taxFast Gun upgraded turnbuckles are available for an additional $plus tax.$1,plus tax for bothThis customer received from hallmarkFront Tork Lift Tie Downs $Rear Happi Jac Tie Towns $Fast Gun upgraded turnbuckles $Complete Installation of camper and parts on vehicle $300.00$1,valueThis is how hallmark prefers to tie down our product on this *** *** vehicleThe parts & labor used to install these tie downs on the customers truck were exactly $1,200.00, the amount charged to the customerWe did not over charge this customerHallmark even sent this customer a rear set of Tork Lift Tie Downs at no charge ($value) as a gestureHallmark not only started above and beyond,we have continued to try to help this customer going above and beyond in our serviceI hope this information is offered up to the public as our prices are quite fair and this is good advertising for hallmark.I believe the public often forget that liability insurance, labor, shipping, and training are involved in installing equipment on the publics vehiclesIt is always cheaper to buy parts and install on your ownI often install items personally for my own equipment to realize these benefits.Hallmark has tried to make this customer happy with over $dollars of free service and partsWe feel that all that can be done has been done and hallmark will not in good business give away any more free parts to this customer.We are happy to help the customer order what he wants for additional money.Thank you,Bill W***Presidenthallmark [email protected] Free: 1-877-659-WCR 1/Fort Lupton, CO

PLEASE NOTE:For this customer to be at square with the money he paid to hallmarkIf this is truly what the dispute aboutThe customer should return the fastgun turnbuckles to hallmark mfgHe has not paid for themHe paid for tie downs front and rear $1,installedAnother $is due if someone were to order fastgun tie downs from hallmarkInstead hallmark took out one part number in our computer and gave the customer fastguns and front tork lift tie downs at a cost that is actually cheaper than what he would of paid if we had used both part numbersWhere should hallmark send the bill?Total cost $1,due to hallmark, send the other turnbuckles back with $and I will supply a different setCustomer has paid $1,200.00, hallmark is due $400.00.Lets also point out that the customer was at hallmark, was explained to about the tie down system and was walked through the systemAt which time there were no complaintsThis is a common install for this truck at hallmark and works well.We have a certain way we like to set up campers on this *** truckThis customer has gotten MORE than what he paid forWe tried to meet the customer half way as a gesture we sent the customer a different set of tie downs at no costIf he wants to change is tie down system, this is up to himAny further action must be paid for or done so by the individual.Thank you

Dear customer, we take propane systems and our customers safety very seriously here at hallmarkThat is why when we are told that we have a leak that a unit is tested a 4th time, just as a formalityThe camper has to pass THREE tests before it is delivered to a customer, it is not slapped together
without care or worry for a customerCross threading any type of bolt would create a leak that could not be hiddenOver filling a gas bottle (which is quite common FYI), screwing on a LP fitting to a bottle improperly are good ways to get a bottle to leakThese leaks are common due to user errorThat is why gas bottles are placed in the appropriately vented compartment to the outside on the vehicleThis allows the gas bottle to off gas with NO danger to youYour home also off gases LP from time to time outside at the regulator for safety (FYI)We would request that any parts be provided so that we can analyze them, we believe the same people who are overfilling horizontal LP bottles are proving you information about an RV that they have NO clue about.Thank you,Matt ***hallmark mfg.***

Hallmark rejects complaint because customer did not pay for all the parts receivedYes, misunderstandings happen, but the only one who has gotten less on this deal is hallmarkWe feel remorseful in trying to help this customer at this pointHonesty is what hallmark is built onAsking for the next guy to pay pay for what you have not paid for is either confusion or dishonestyWe consider this MORE than closed as this point.Remember, just because you get something for free, it is not freeSomeone has paid for it OR will pay for it in the future

Revdex.com:
I would like my complaint ID ***, to be handled through an Arbitration hearing with Revdex.comRegards,

Complaint: [redacted]
I am rejecting this response because:There is no miss understanding.  The contract clearly stated the product & service ordered (TorkLift) and the price list clearly describe the product details (TorkLift complete w/Fast Guns $995).  The contract and price list were provided to Revdex.com as an attachment on March 17, 2015.  Hallmark fail to honor the contract, refuse to send Fast Gun replacement, and put customer’s safety at risk with improper equipment installation (as mentioned in previously [redacted] bumper was not design to hold the 2000 pounds camper).  Do the right thing by honor the contract and replace the part.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is about honoring the contract and making things right for the customer.  However, Hallmark refused to honor the contract and correct their mistakes once again confirmed in the reply to this complain.  I confirmed with Hallmark on 4 separate phone calls and 3 emails on ordering and installing Torklift tie down complete with fastgun on my[redacted] truck.  The contract stated that I ordered ‘Complete TorkLift Tie Downs’; Hallmark’s reply to this complain provided further confirmation and I quote from Hallmark’s replied Revdex.com email ‘Hallmark mfg. will install Torklift tie downs front & rear, wire your vehicle’.  This is a clear mistake that Hallmark installed Happi Jac instead of Torklift.  Mistakes do happen due to low quality oversight, which is not surprisingly uncommon.  What surprising was when I told Hallmark that they mistakenly installed the wrong tie down, I was greeted with excuses, lies, and hostility.  After six months of phone calls and emails, Hallmark finally sent me the rear Torklift tie down.  As of to date, Hallmark refused to replace the 2-short fastgun with the long fastgun version to fit the Torklift rear tie down.  The owner yelled at me and hung up on me twice for asking him nicely to do the right thing and provide replacement.  The exact word from the owner were ‘I am done with you’, ‘I refuse to provide/replace anything for you’, and something along the line of refuse to further service me as a customer, period.In addition and I quote from Hallmark’s replied to Revdex.com ‘I believe the public often forget that liability insurance, labor, shipping, and training are involved in installing equipment on the publics vehicles.’  For this precise reason, I ordered and paid Hallmark to install the complete Torklift tie down with Fastgun on my vehicle.  However, Hallmark installed Happi Jac on the rear bumper instead. [redacted] bumper was not engineer to sustain 2000 pounds of upward torque. In the event the vehicle goes over pothole or in rough off-road condition, the upward force will rip the rear bumper off my vehicle and created an unsafe and hazardous driving condition. Therefore, I paid Hallmark to mount the complete Torklift tie down (not Happi Jac) to the [redacted] bed frame due to safety concerns.  I feel Hallmark value their business interest over customer safety.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
 
Dear [redacted]Attached is a copy of the contract for the parts and services currently being discussed and TorkLift complete set quote from Hallmark highlighted in yellow.  Let me know if you need any additional information.Best regards,[redacted]