Hemlock Hill R.V. Sales, Inc.

Dear ***
This complaint from Mr and Mrs *** is the first time I knew of any title issue they were having with our company
Once I researched the issue I found we inadvertently sent the Manufacturer Certificate of Origin to the *** *** with there temporary day plate we issued them This was sent from our new title *** clerk by mistake She had only a few months of training and experience by May which contributed to the error The other times Mr and Mrs *** contacted us they dealt with our title clerk *** who was working with the Manufacture to get a duplicate copy Unr OriginAs of today we are sending the duplicate CFO to the *** properly assigned so they can complete there sale or registration fortunately the manufacture was merged with another division and was unable to create the duplicate This occurred in June of Fortunately I able to make the correct contacts with the upper management of the MFG and was able to get a duplicate certificate o
I spoke to Mr *** on April 15, to inform him we would be getting the duplicate on Friday and sending it out on Monday I apologized for the issues and explained what had happened He expressed his frustration but was happy this matter was resolved
Kind Regards,
*** ***
*** *** **
**

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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],  you send me a check for the $67Thank You
[redacted]

Review: We bought a camper there, and they have failed to find the title to this $50,00.00 camper. We need this title so we can register it in the state of [redacted]. It is costing us over $1800.00 in taxes to [redacted],because we cannot register it ,and be able to sell it ,or move this camper. We have a loan to a bank, and they said that they do not have the title ,either. Please.please help us. We bought this camper a year ago,we have tried over and over to get them to give us a title. we can not do anything with this camper without a title. Please help, we have been trying for a year to get this fixed.Desired Settlement: We need to have the title to show to the state of [redacted]. that we bought this camper,so we can register to put on the road, or sell it. The state will not accept the copy that they gave us from them at [redacted]. They must have the original title,because they sent us a copy of it.

Business

Response:

Dear [redacted]

Review: we called them to have them look at our motorhome, the water heater was not working properly. was told had to make an appointment, the appointment was for Wednesday @ 9:30 am July 22 then we were told had to leave motorhome overnite. We got a phone call later Wednesday telling us repair was $450. We told them it we cant afford it. The manger got upset and will got let us take our motorhome till Friday because he has the day off and only he can let us take it. nobody at the business canDesired Settlement: the return of our motorhome

Business

Response:

we made an appointment with the customer. All of our appointments are always drop off and we do confirm that with customer when making the appointment. maybe there was confusion there, but the customer did not seem to mind getting a vehicle and coming back to accommodate dropping off. we did get a chance later that day to look at their issue and did quote a price for a fix. they did decline the repair. and wanted to pick up on Thursday, the service writer asked if they could pick up on Friday as he was not working on Thursday and that left only one service writer and the day was fully booked with pick ups and drop offs. there was no getting mad at the customer, he felt like he needed to be there when they picked up and that's what the schedule allowed. we believe we gave them very good service and a very fair price for repair. their only charge was our posted diag fee which was $67.oo.

Consumer

Response:

Review: [redacted]

I am rejecting this response because; We had called and made an appointment for 9:30 am, was told 30 mins, The service manager told us we never called and that if we did would have spoke to him as he is the only person who handles that. We went and got another vehicle so we can leave the motorhome, we didn't have a choice. We declined the repair, was too costly, A new complete water heater can be purchased for less than half of the repair bill. The service manager got angry and was very rude. He had my wife in tears. he would not let us pick up the motorhome till Friday. when we picked up the motothome, the girl at the parts counter took care of us. Why this couldn't be done thurdsay I dont understand. I think the service manager did this just to further inconvenience us. We since had our water heater repaired. They found a loose connection to the control board. We did not need all the parts replaced as your service manger stated. The 67.00 fee include office supplies ?

Sincerely,

Business

Response:

I GUESS I AM A LITTLE CONFUSED. I ALSO BELIEVE THE CUSTOMER MAY BE A LITTLE CONFUSED THE PERSON THEY DELT WITH IS A SERVICE WRITER NOT A MANAGER. I AM THE SERVICE MANAGER AND THE ONE WHO IS RESPONDING. MY SERVICE WRITER STILL MAINTAINS THAT HE WAS NEVER RUDE. AS FAR AS THE UNIT BEING PICKED UP ON THURSDAY, I DID EXPLAIN THAT IN MY LAST RESPONSE AND WONT COMMENT ON THAT ANY FARTHER. I AM GLAD TO HEAR THAT THEY WERE ABLE TO RECTIFY THE ISSUE WITHOUT HAVING TO REPLACE THE WATER HEATER PARTS.IT WAS NOTED ON THE CUSTOMERS REPAIR ORDER THAT THERE WAS A LOOSE CONNECTION AND WE WERE RECOMMEDNING REPLACEMENT OF PARTS. I WILL SIT DOWN AND TALK WITH THE TECHNICIAN WHO MISSED THE DIAGNOSIS OF A LOOSE CONNECTION AND TALK WITH HIM ABOUT PROPER REPAIR BEFORE SUGGESTION PARTS FOR REPLACEMENT. WE ARE HUMAN AND DO MAKE MISTAKES, BUT WE CAN LEARN FROM THEM. IF THE CUSTOMER WOULD LIKE FULL RE IMBURSEMENT OF THEIR $67.00 WE WILL BE HAPPY TO RE FUND THEM THEIR MONEY.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], you send me a check for the $67

Thank You

Review: Will not give money back.When I went pickup camp trailor none of the the major applince would work on the 12 volt system and I refuse to take the camp trailor. I request that they charge back my credit card and they refuse. I would like to have $5500 credit back to my cabelas card and $500 to my GM card. they did not let check out the camper to make sure everything work untill after I paid. When I put the deposit down the sales person stated that everything would be check out befor I pickup the camper.[redacted] is saying that I own the trailor.

Desired Settlement: DesiredSettlementID: Refund

I would like to have the $ 5500 credit back to my credit cabelas card and the $ 500 credit back to my GM card. Thank you

Business

Response:

Business Response /* (1000, 5, 2013/05/07) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@hemlockhillrv.com

Mr. [redacted] negotiated the purchase of the camper over the phone with us. After a back and forth negotiation we agreed to $6000.00 out the door for a sale price. Mr. [redacted] agreed to buy the camper as is. It was also agreed by Hemlock Hill and Mr. [redacted] that all major appliances would be inspected and working as well as a safety inspection so it would be road safe. Finally we agreed the camper would get a basic interior and exterior cleaning. The original asking price of the camper was 7995.00 he ended up paying $5204.00 before taxes, titling, registration and documentation fee. It is because of the $2790.00 discount we agreed the trailer would be sold as is. The first deposit was given by Mr. [redacted] on 4/9/2013 and he made an appointment to come inspect the camper in person the afternoon of 4/11/13. On the 11th Mr. [redacted] saw the camper and signed the buyers order to purchase the camper under the above terms and he gave $4000.00 more as down payment. We scheduled the pickup at 1 pm on 4/19/13. Mr. [redacted] came to pick up their camper on the 19th we finalized all his paper work and he gave his final payment. Mr. [redacted] did not ask to have his walk through and demonstration before he did his paperwork. Our process for all customers is to finalize the paperwork then do the walk through of the camper as it takes up to 2 hours to complete the walk through. After the paper work was completed our technician gave Mr. [redacted] his walk through and demonstrated all major appliances to be working. When Mr. [redacted] tried using the monitor panel which operates off of 12volts, and monitors tank levels in the camper, it did not work. This item is not considered a major appliance its not even an appliance. Major appliances are Air Conditioner, refrigerator, furnace, water heater, Microwave, oven/cooktop and TV Antenna. At this point Mr. [redacted] became angry with our tech and they both came to my office. Mr. [redacted] told me that the monitor panel didn't work and he didn't want the camper. I explained to him that this was not a major appliance or part of our agreement. He said that if it didn't work he didn't want the camper. I said that we would take a quick look at it and if wasn't going to be a major repair we would fix, if it was going to be a major repair we would not fix it. He told me to keep the trailer and stormed off and then left the dealership. He did not give us the opportunity to inspect the reason the monitor panel didn't work. He also left the dealership with $137.73 of items they took out of our store for the camper.

The camper was issued a registration in his name and he has his portion of the registration as well as parts he took from the store. At this point the camper is registered in his name and is fully paid for except the parts he took from our store. Hemlock Hill RV is ready to honor our side of the contract. We will still look at the monitor panel and perform a repair if necessary.

I can provide any documentation upon request.

Consumer Response /* (3000, 7, 2013/05/10) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

On 4/11/13 I went to look at the trailer with my wife and Rev. John [redacted] While looking at the camper with the salesperson I asked if everything worked in the camper, she replied that before it leaves it would be checked out and that everything would be working. I also asked her if the roof had been sealed. She stated it was done just a few weeks ago. A written affidavit from Rev. [redacted] can be obtained if needed. His phone number is XXX XXX-XXXX. After looking at the camper we went inside and signed paperwork and gave another $4000. On the day we arrived to pick up the camper (4/19/13) the salesperson stated that the tech that was going to go through the camper with us wasn't available at that time so we would do the paperwork first and then go through the camper. After the paperwork was completed the tech was still not avialable, so we purchased some merchandise in the store. The first time the merchandise was rang up sthe salesclerk failed to give us the %10 discount. So she cancelled the purchase and redid it with the %10 discount which I then proceeded to pay for. Finally the tech arrived and we started to go through the camper. At this time the camper was hooked up to a 120 Volt outlet and there were some problems with a panel in the camper. I then unhooked the 120 Volt plug and none of the appliances would work on the 12 Volt system. Because of the 12 Volt system not working, this meant that the emergency brake away system would not work as well as the emergency gas dectors or smoke dectors. The tech showing the camper appoligized numerous times because the camper wasn't working properly when we arrived. You can see from the reply from [redacted] at Hemlock Hill that the only thing he talks about is the panel not working. He doesn't state that the appliances nor other safety items did not work. On the paperwork it states that appliances would be in working order, good tires and all the systems checked. Also under the "as is" clause , it does state that if Hemlock Hill made any promises to me the law says it will honor them even if the paperwork states as is condition. You can verify this through Rev. [redacted] I did ask [redacted] to fix the problems and he told me no and that the camper was sold as is. After he replied that he would not fix the problems I told him that I was cancelling the sale and he could keep the camper. After I left there, because the contract was not honored, I purchased a camper elsewhere.I would also appreciate if you could send this information to the Connecticut Consumer Protection Bureau. Thank you,

Business Response /* (4000, 9, 2013/05/28) */

Mr. [redacted] stated that when he unplugged the camper from 120volts that none of the appliances worked. This is correct. All the appliances work only on 120volts except the gas side of the refrigerator, the gas side of the water heater and the furnace. When the trailer was unplugged he made the assumption nothing worked when he check the monitor panel. I spoke with the tech that helped him and tried to explain to Mr. [redacted] that it may have been an issue with the battery. This is when Mr. [redacted] came in to my office and was upset. He never told me that the appliances didn't work when he unplugged camper. He never expressed his concern over the breakaway switch. The breakaway switch was tested during our safety check and it worked the way it is supposed to. Mr. [redacted] is making assumptions based on one switched panel on the inside of the camper that has nothing to do with any of his most recent complaints. The proper way to test the breakaway switch is to connect it to his truck and activate the switch to make sure the breaks are being apply in the event of a separation of tow vehicle and trailer. It is illegal for a licensed dealer to put a trailer on the road without a functioning breakaway but again we didn't have the opportunity to properly test and show Mr. [redacted] it was working.

We are still willing to show Mr. [redacted] everything is in working order on the camper and complete another total walk through of his camper.