Harrison's Marine & RV

I am rejecting this response because:  We repeat our argument that the two problems with our [redacted] Cruiser trailer that are under warrantee can be corrected at the RV park without hauling it back to the service shop at Harrisons Marine & RV.  Both their technician and the manufacture said it could be done this way.  Second, Harrisons has not offered, either in writing nor orally, to tow our trailer down to their shop if we pay for gas and etc. (what ever etc. means?)Third,  we still have not received the DMV plates.  The information that Harrisons under paid the registration came fro the DMV office.

We did offer to tow trailer down at consumers expense. He did not think he should pay. Consumer came in and picked up water tank last week and said he found someone to put it in for him. Service Manager informed him to bring back old water tank for warranty claim. As far as DMV, here is the latest update from my bookkeeper dated 10/12/2015:Good Morning Steve,I followed up with DMV this morning regarding the Registration Process for Mr [redacted],  VIN#[redacted].As of 10/12/2015 the 2nd check I submitted for the underpaid fees has not been processed through DMV, it has neither been cleared through our bank. Dmv Clerk recommended that I send a new check with a statement of facts to get the process moving again as they had it on hold for fees.I will be processing the statement of facts and sending in a new check today.Thanks,[redacted]

Revdex.com:In regards to the complaint of [redacted], the boat ran just fine and performed beautifully on the lake as I was on a test ride with my Service Manager. The complaint is the amount of water spray that sprayed out the back underneath the middle pontoon. The spray was a little too high for the...

customers liking because it got the motor wet. Not once did the boat fail to operate as stated by customer a few times in his complaint, failed test drive is not an accurate accusation as the boat ran wonderful, he just didn't like the amount of spray. We contacted the factory to have recommendations on diminishing this spray. We have done everything the factory has told us to do and put Mr. Carter first in line every single time he brought it in and we did all we could to get the boat back to him as soon as possible once received. Factory told us to put a new center toon on, we did......put on muskrat guard, we did.... put ladder on with extended swim platform for spray....we did. We are still in contact with the factory on other solutions in hopes of satisfying the customer.Sincerely,[redacted]

I am rejecting this response because:  This our second letter to the owner of Harrison's Marine RV.  As of 8/25 no response.[redacted]                              �...⇄                                         ...⇄ August 21, 2015Harrison’s Marine RV[redacted]
[redacted] Dear Mr. [redacted], We appreciate your responding; however, you did not help ussolve the problems we are having with your service department that delivered adefective Shadow Cruiser trailer to us.   Besides the obvious leaks that weren’t seen when beingchecked out on your lot, it had an electrical problem that should have been caught.  To us it wasn’t obvious because we did not knowenough.  There is a small light below thecontrol panel that was red during our walk-through, was red after we hooked upthe trailer.  We didn’t stay in it then,but when we returned five days later, it was still red and we had no hot waterand a warm refrigerator.  The manager ofChateau Shasta said it was a bad converter or battery.   When your service technician, [redacted], came upto fix the leaks (fixed one, found the source of the 2nd.  leak), he noted that we had an electricalproblem and thought it might be a bad battery. He said that he would order a new fresh water tank and an antenna boardand would mention the electrical problem.  He may not have mentioned it, because your service manager, [redacted],charged us $119 before he would send [redacted] to replace the bad converter.   When the it was replaced, the indicatorlight immediately turned green.   Now, [redacted] demands that we tow our trailer back toHarrrison’s to replace the leaky tank that can be replaced here in Mt. Shasta,which both [redacted] and the Shadow Cruiser HQ said could be done. I wonder how much [redacted] and your general manager have toldyou about the way they are treating us. Are you aware that your general manager called me a “Jerk” in your showroom in front of staff and customers?   Ido not call people names and don’t use cuss words. Have they told you that we have filed a complaint with theRevdex.com?I’m afraid that your general and service managers are givingHarrison’s Marine RV a bad name. All we ask is that Harrison’s RV replace the two defectiveparts which are under warranty without any charge to us and do it at ourlocation in Mt. Shasta, only 55 miles from Harrison’s RV. We hope you can help sort out these problems. [redacted]

Review: Shadow Cruiser Problems identified by [redacted] and [redacted]Summary of major issues: Harrison's Marine/RV did not properly check out the 2015 Shadow Cruiser 288 ([redacted]) and did not find the major problems with the converter and the fresh water holding tank leak even though the Cruiser remained on the lot from June 19, 2015 (when we purchased it) to July 7, 2015 (when it was delivered to Mt. Shasta). In sum, they sold us a defective trailer with problems not found and fixed while on the lot. Harrison's Service Department will not admit that they made this mistake and are charging us labor to fix the problems which are under warranty.Now the Service Department charged us $119 travel time to replace the coverter under warranty and told us to bring our trailer back so they can replace the fresh water tank and the antenna board, both under warranty. Both the service technician and the general manager admitted that they knew that Shadow Cruisers had a problem with the fresh water tanks, but they did not properly check out the tank before delivering it to us. In addition, the fresh water system was not properly flushed. We were told that the trailer was ready to use, but chemical residue in the water was evident the first time we made tea. Not only did the tea not taste right, it spoiled our old stainless steel tea kettle by turning the white calcium deposits green. We were worried about the health effects of the chemicals. When the fresh water holding tank was drained, the water was brownish.There was a five-day period between delivery and hook-up by Harrison's Marine of the Cruiser to Mt. Shasta on July 7, 2015, and the first time we stayed overnight on July 12, 2015 and found the problems.Detailed Timeline: Purchase date: June 19, 2015Brief walk-through: June 23, 2015: Pointed out wobbly dining table, loose kitchen drawer catch, loose trim and door jamb. We were told by [redacted], the service department manager, that the trailer would be checked out and prepared to be ready to use with water system flushed out. Took posession, July 7, 2015, trailer towed to Mt. Shasta by Harrison's Marine/RV. [redacted] towed it and hooked up the water, power and sewer. We did not stay the night but drove back to Shingletown.First Use Day: JULY 12, 2015. Problems: 1. No hot water, 2. Refrigerator not cold, but cool. 3. Our first night with two lights turned on, low voltage alarm sounded every 30 seconds until lights were turned off. 4. Leak under kitchen sink. 5. Leak unter trailer near fresh water tank drain 6. Table still wobbly.Monday July 13. Went to Service Department at Harrison's. Outlined the problems: [redacted] told us that they would send someone to do repairs on Tuesday, for one time only at no expense to us. Tuesday, July 14. [redacted] came and replaced undersink drains and fixed leak. Found the source of under trailer leak, crack in fresh water tank. Found that the antenna board didn't work properly. Said that Harrison's would order both replacement parts under warranty. In discussion about low voltage problems, he wasn't sure what the problem was, battery or converter. Before [redacted] arrived, I had turned on the propane gas so water became hot and refrigerator became cold.July 14 through July 18, low voltage problems: refrig would turn off by itself, some electrical outlets wouldn't work, low voltage alarm would go off every evening when lights were turned on and especially after a shower, and lasted all night for two nights.July 19, no power at all. Allen, the park manager, analysed the problem as the converter not charging the battery and hooked up his battery charger and after an hour, electricity was restored.July 20, called [redacted] and he said that he would pull a converter from another Cruiser on the lot and send [redacted] up later that morning to replace it. But, he would have to charge $100 for travel time or he wouldn't send anyone up. After arguing over this charge, I angrily agreed and [redacted] took my credit card number. However, the charge was $119 without explanation. [redacted] replaced the converter.Desired Settlement: We want the needed repairs to be done by Harrison's here in Mt. Shasta because we do not have a tow vehicle, at no charge to us. And we want a refund of the previous $119. charge for replacing the converter.

Business

Response:

We appreciate your business and I am aware of issues you have had and what we have done to remedy them. We do a complete walk through with everything running in the trailer so you can see how things work and that works correctly the day you pickup or pay for your trailer and that is why it takes as long as it does to go over the trailer with each customer.All repair works is to be done at the dealership, we normally do not offer mobile service. We did go to your location twice at a discount or free of charge since you did just purchase the trailer, to go above our normal service parameters to try and get the few issues taken care of for you for good customer service. We also offered to go to your location again if you pay for our travel time, but we would rather not do that because of the chances of nothing having everything to do the job, is very high, and that is why we do not offer mobile service, unless we are really trying to take care of our customers like yourself.We can take care of any service or warranty needs just give us a call to make an appointment to bring in your RV to have it serviced or repaired. We also offered to make a one day appointment if you would prefer.Thanks [redacted]

Consumer

Response:

I am rejecting this response because: This our second letter to the owner of Harrison's Marine RV. As of 8/25 no response.[redacted] August 21, 2015Harrison’s Marine RV[redacted]

[redacted] Dear Mr. [redacted], We appreciate your responding; however, you did not help ussolve the problems we are having with your service department that delivered adefective Shadow Cruiser trailer to us. Besides the obvious leaks that weren’t seen when beingchecked out on your lot, it had an electrical problem that should have been caught. To us it wasn’t obvious because we did not knowenough. There is a small light below thecontrol panel that was red during our walk-through, was red after we hooked upthe trailer. We didn’t stay in it then,but when we returned five days later, it was still red and we had no hot waterand a warm refrigerator. The manager ofChateau Shasta said it was a bad converter or battery. When your service technician, [redacted], came upto fix the leaks (fixed one, found the source of the 2nd. leak), he noted that we had an electricalproblem and thought it might be a bad battery. He said that he would order a new fresh water tank and an antenna boardand would mention the electrical problem. He may not have mentioned it, because your service manager, [redacted],charged us $119 before he would send [redacted] to replace the bad converter. When the it was replaced, the indicatorlight immediately turned green. Now, [redacted] demands that we tow our trailer back toHarrrison’s to replace the leaky tank that can be replaced here in Mt. Shasta,which both [redacted] and the Shadow Cruiser HQ said could be done. I wonder how much [redacted] and your general manager have toldyou about the way they are treating us. Are you aware that your general manager called me a “Jerk” in your showroom in front of staff and customers? Ido not call people names and don’t use cuss words. Have they told you that we have filed a complaint with theRevdex.com?I’m afraid that your general and service managers are givingHarrison’s Marine RV a bad name. All we ask is that Harrison’s RV replace the two defectiveparts which are under warranty without any charge to us and do it at ourlocation in Mt. Shasta, only 55 miles from Harrison’s RV. We hope you can help sort out these problems. [redacted]

Consumer

Response:

I am rejecting this response because: We repeat our argument that the two problems with our [redacted] Cruiser trailer that are under warrantee can be corrected at the RV park without hauling it back to the service shop at Harrisons Marine & RV. Both their technician and the manufacture said it could be done this way. Second, Harrisons has not offered, either in writing nor orally, to tow our trailer down to their shop if we pay for gas and etc. (what ever etc. means?)Third, we still have not received the DMV plates. The information that Harrisons under paid the registration came fro the DMV office.

Business

Response:

We did offer to tow trailer down at consumers expense. He did not think he should pay. Consumer came in and picked up water tank last week and said he found someone to put it in for him. Service Manager informed him to bring back old water tank for warranty claim. As far as DMV, here is the latest update from my bookkeeper dated 10/12/2015:Good Morning Steve,

Review: I purchased a new [redacted] pontoon boat from this dealer.We didnd get to test drive the boat because it needed to be finished before we took it out. After taking delivery we took it out on the lake and noticed the spray from the boat covered the outboard motor. We took the boat back and I showed them that the motor was improperly mounted. They remounted the motor and we took it out again and the spray was the same. Then they told us the factory said the middle pontoon was too short and they sent another one. The dealer installed the new one and the test drive failed again. Then the factory said the boat needed a muskrat guard and the dealer installed it and it again failed. The factory then decided the boats ladder was causing the problem and they installed a new ladder. The problem is now the ladder blocks the tow hooks so we cannot use the boat to tow a tube or skier. The factory now wants to install a tow tower at our expense. The spray problem is still not completely resolved and we should not have to pay for the tow tower. Another problem is when we took delivery of the boat we noticed some carpet damage where you feet rest at the helm. They told us they would fix the carper and the factory sent a plastic thresh hold and they screwed it to the floor covering the carpet. This is unacceptable. Another problem is the canvas tops have been repaired three times due to poor quality and I am sure they will continue to be needing repair. The owner seems not to care and refuses attempt to resolve the issues by referring us to the factory.Desired Settlement: I really would like to have them take the boat back and we can start over with another boat that works the way a new boat should. When you buy a new boat or car or anything it should start out in perfect working order. If we had test driven the boat before signing the papers we would not have bought this boat. The reason we could not test the boat is it needed to be put together fir final assembly at the dealership.

Business

Response:

Revdex.com:In regards to the complaint of [redacted], the boat ran just fine and performed beautifully on the lake as I was on a test ride with my Service Manager. The complaint is the amount of water spray that sprayed out the back underneath the middle pontoon. The spray was a little too high for the customers liking because it got the motor wet. Not once did the boat fail to operate as stated by customer a few times in his complaint, failed test drive is not an accurate accusation as the boat ran wonderful, he just didn't like the amount of spray. We contacted the factory to have recommendations on diminishing this spray. We have done everything the factory has told us to do and put Mr. Carter first in line every single time he brought it in and we did all we could to get the boat back to him as soon as possible once received. Factory told us to put a new center toon on, we did......put on muskrat guard, we did.... put ladder on with extended swim platform for spray....we did. We are still in contact with the factory on other solutions in hopes of satisfying the customer.Sincerely,[redacted]

Consumer

Response:

I am rejecting this response because: His account of what happened is not true. The first two times the boat was on the lake the prop cavitated. The cause was determined the mounting was in correct. That was solved. His claim that the boat performed correctly is false. That is why the Factory agreed to take the boat back and repair it to my satisfaction.

Review: I purchased a 2012 35' Surveyor travel trailer from Harrisons in March 2013. We struck a deal with the dealer that the trailer would come equipped and cleaned as a brand new trailer would. This agreement is in writing. I paid cash for the trailer two weeks in advance of actually taking possession. On the day we arrived to take possession, nothing had been done and we waited 4+ hours before everything appeared satisfactory. I had to argue with the salesman regarding the TV set. He tried to tell me that the trailer wouldn't come with a TV since it was used. I produced the contract and then sent an employee to a store to purchase a TV. Upon inspecting the interior of the trailer, we noticed that it hadn't been cleaned. We had to prod them to clean it (there was dirt and debris in the heater vents, the counter tops hadn't been wiped down, and there was dirt and debris on all of the floors.Once we finally took possession and arrived at our destination, I began to set up the trailer and hooked up the water and power. My wife opened the cap on the discharge for the grey/black water tanks to inspect. Upon on opening the valves to the discharge, the tanks had not been emptied and flushed. Human waste gushed out of the discharge and sprayed all over my wife. This is why I checked yes to the complaint involving a health issue. I called Harrisons on the next business day to make them aware of this. The salesman asked what he could do to make it right. I told him a simple apology to my wife was in order and he agreed. My wife never received a call from them with the apology. I gave them a second chance when I called a few weeks later to ask why they hadn't apologized. The salesman tried to tell me that he had called but didn't reach her. He said he left a message for her. She never received such a message. I spoke with the owner of the shop and I asked the same from him. They never called. The TV was mounted directly to the panelling without support and after a few weeks it fell to the floor on it's own.

Product_Or_Service: 2012 Surveyor Travel Trailer

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am not familiar with how the Revdex.com handles such cases, but this lack of service and blatant disregard for customer care needs to be addressed. I would still like an apology from them to my wife. The TV requires repairs from falling from the wall and I would like the cost of those repairs covered by Harrison's Marine & RV as the installation was shoddy at best. I would also like to discuss this with a representative of the Revdex.com in order to explore all options.Thank you.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] Parts/Warranty

Contact Phone: XXX-XXX-XXXX ext 304

Contact Email: [redacted]@harrisonsmarine.com

The customer contacted us with a few issues he was having, with the trailer. We apologized for the issues he was having and told him to bring it the unit in at his convince, so we could take care of any issues he was having. The customer has never brought the Trailer back to us, to resolve the issues he was having with the trailer.

Thanks [redacted]

Harrisons Marine and RV