Hemlock Hill RV Sales, Inc.

My previous offers still stand. We will help resolved the towing issue or sell the camper on consignment with out a fee. We will also take it back in on trade for something she can haul. As far as Bank Of The *** the loan is with the buyer and the bank not Hemlock Hill RV. Since the camper was titled as required by state law and the bank it is considered a used camper regardless if it actually was used or not. I have made my offers and this will be my last reply to this matter. I do not want to work against Mrs***i but she is demanding something we can not provide Hemlock Hill provided the information to *** *** based on the information she provided us. By her own omission she waited months to purchase her camper allowing her plenty of time to further research her tow vehicle. Kind Regards,*** ***

Tell us why her *** *** did come to purchase a camper from us. Our process to determine what a customer’s vehicle can tow is to gather the information from the customer and refer to published towing guides. These are only guides We advise all customers the manufacture not
the dealer is the one who can determine what the vehicle can haul and if she had any questions she should call them *** *** provided us with the year, make and model of her vehicle and based on the information she provided our towing guides rated her for the camper she purchased. It wasn’t until after she purchased and towed the camper she call for advice from where she purchased her tow vehicle. Based on information she provided we gave her information from Trailer Life’s published towing guide. *** *** *alled and didn’t request an appointment with service or our sales person to try and resolve the issue. She called and demanded her money back when it was explained to her we needed to schedule an appointment with service to see if we could resolved the issue she refused and just showed up. It was explained to her she purchased the camper and we would work with her on resolving the towing issue but she refused. We offered to put the camper back on consignment and sell it for her. She refused and disconnected the camper and left. Since then she has not taken our calls. At this point we were not given the reason why her vehicle can’t tow the trailer she purchased. We were not giving the opportunity to resolve any issues. We will still work with her on resolving her towing issue or we will sell her camper free of any consignment fees

Complaint: ***
I am rejecting this response because; We had called and made an appointment for 9:am, was told 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 thatWe went and got another vehicle so we can leave the motorhome, we didn't have a choiceWe declined the repair, was too costly, A new complete water heater can be purchased for less than half of the repair billThe service manager got angry and was very rudeHe had my wife in tearshe would not let us pick up the motorhome till Fridaywhen we picked up the motothome, the girl at the parts counter took care of usWhy this couldn't be done thurdsay I dont understandI think the service manager did this just to further inconvenience usWe since had our water heater repairedThey found a loose connection to the control boardWe did not need all the parts replaced as your service manger statedThe fee include office supplies ?
Sincerely,
*** ***

***,Mr*** complaint has been resolved at this time.Thank you very much! *** *** | Leasing ConsultantNorthridge Court Apartment HomesN Midland Dr.Midland, TX 79707P (432) | F (432)
689.2755***Northridgecourt.com

I GUESS I AM A LITTLE CONFUSEDI ALSO BELIEVE THE CUSTOMER MAY BE A LITTLE CONFUSED THE PERSON THEY DELT WITH IS A SERVICE WRITER NOT A MANAGERI AM THE SERVICE MANAGER AND THE ONE WHO IS RESPONDINGMY SERVICE WRITER STILL MAINTAINS THAT HE WAS NEVER RUDEAS FAR AS THE UNIT BEING PICKED UP ON THURSDAY, I DID EXPLAIN THAT IN MY LAST RESPONSE AND WONT COMMENT ON THAT ANY FARTHERI 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 PARTSI 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 REPLACEMENTWE ARE HUMAN AND DO MAKE MISTAKES, BUT WE CAN LEARN FROM THEMIF THE CUSTOMER WOULD LIKE FULL RE IMBURSEMENT OF THEIR $WE WILL BE HAPPY TO RE FUND THEM THEIR MONEY

Complaint: ***
I am rejecting this response because: Hemlock Hill again, is not being truthfulThe summer of I had called them for two reasons: one to find out if my *** was capable of towing, and two, if I would get approved for financingAfter giving them all my information they requested to answer my questions, they called me back saying yes I could tow, and yes I could get approved for financingI made this call because I did not want to waste anyones times looking at rvs if I could tow, or get financingSo, several months later, I went to Hemlock Hill to look for a trailer that I could take back and forth to Florida to rescue homeless dogsI again, reminded them of what vehicle I would be drivingI was never once asked for my vin #The salesman was totally confident he knew what my towing weight wasI trusted that they would not sell trailers to people, that they cannot towThey never even wanted my vin # after they found out that I couldn't tow the trailerI requested they take the # from me and call a *** dealership to hear for themselves what my specific make/model/ year was able to tow, and still, they didn't want it. I have $3,on my credit card for a down payment for this trailer, and I have Bank of the West calling me about every other day looking for a payment from the $26,plus, loan I have from them for this trailer that I don't even have, and can't even pull anywhere, and Hemlock Hill instead of just giving me my down payment back, and giving Bank of the *** their money back, and selling the trailer to someone who can actually use and enjoy it, they want me to consign it, waiting and waiting for someone to buy it, and if someone does, I'd have to take a huge loss on it because now it is supposedly "used"? Used? I was never able to use it, because I can't tow it!!!
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: we moved out of that apartment on June 4th an gave them the keys on or around the 12th they still charged us for a full months rent and a full water bill which I don't feel we should have had to pay since we were not even there we did leave our lease early but we had given them more than enough chances to fix the problems in a timely manner it wasn't our fault the couldn't find the problem an we should not have to pay for a place we weren't living in we feel they should be paying part of that month back to us 
Regards,
[redacted]

Good afternoon,   Sorry it took so long to get back to you.  Unfortunately when you email last I was on vacation and they didn't get back to you.  When I came back it was not communicated to me that this had not been taken care of.   Mr. [redacted] reported a leak in the...

kitchen coming from the upstairs apartment in January.  Maintenance went in and ran all the appliances and water outlets upstairs and failed to locate a leak.  Because the bathtub upstairs needed some resurfacing they thought that might be what it was.  The tub was resurfaced.  On 2/1/16, Ms. [redacted] again complained about a leak coming from upstairs.  Maintenance went in and looked at the dishwasher and ran it through several cycles again unable to get a leak to happen in their apartment.  The upstairs neighbors moved out and there were no more problems for several months.  In May Ms. [redacted] called our oncall maintenance and again reported a leak.  I sent our head maintenance to her apartment to check out the leak.  She came by a few days later very upset saying that it was still leaking.  I contacted our master plumber who went with our maintenance supervisor to check out the leak.  They again ran the dishwasher upstairs through several cycles and no leak.  We informed Ms. [redacted] that we would have to cut in to her ceiling to see where the leak might be coming from.  She was very upset anddid not want us to go in to her apartment and cut the ceiling while she was there.  At this time she also put in her notice and decided to move out.   If you have any further questions, please call me.   Northridge Court Apartment Homes 3417 N Midland Dr. Midland, TX 79707 P (432) 697.2242 | F (432) 689.2755 [email protected] Northridgecourt.com

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.

Complaint: [redacted]
I am rejecting this response because:The information stated above from Hemlock Hill was not completely truthful, at all. I purchased the trailer trusting that they would not sell me something that my vehicle could not tow. And, they did. All of the options including, me purchasing a new car, spending more money on a cooling package, or selling the trailer right back to them as "used" and losing lots of money, were all not an option that I could afford. They are not being truthful about several things they said. As far as their service dpt. driving my car with the trailer on it I was totally willing to do it the day I left it there, but they said they were too busy! I suggest I bring it back that following Monday, and that too wouldn't work for them! After giving the dealership my vin # and finding out exactly how much my make and model and year [redacted] can tow, what would Hemlock Hill service dpt. be able to do about it? 
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 $67
Thank You
[redacted]

I'm sorry I don't understand why our offer to sell her camper for her free from any fees is not acceptable.  Hemlock Hill RV did provide her with the proper rating based on the information she provided to us.  We do not have access to the VIN number of her car or access to where she bought it to determine what it is capable of towing.  We were never provided written proof of what her car is limited to before purchase or even after purchase.  That being said we would not buy back a camper that has been titled since in the state of CT it will be considered used.  Putting it on consignment will be the best opportunity to recover most if not all money that was spent.  We stand by our offer of selling the camper on consignment.