Hi-Way Campers, Inc.

*** *** *** ***] Sent: Wednesday, August 23, 3:PM To: Better Business Bure** ***g> Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complai** *** Dear SirThis is wrong I dealt with the credit manager *** all along keep in the loop all along.yes my wife had a credit issue with sleep mattress the screwed up her credit so I went to another bank and let *** know every inch.I got the loan and I have all the paper work to show it the insurance to they never called me to tell me they had another party just sold it right under me I was force to go else ware to pay more for a camper, to me this is bad business do let them ** you

Complaint: ***
I am rejecting this response because: I am the wife of *** *** the person who drop off the pop up to have a tuneup is my husband
When we call say the tent was missing you guy didn't even give it a chance to say let me look for it maybe is left the outside at the work area ,you just said that it was not in the pop upNow you said it was there when you close it up
What's gone is gone .I have never accuse your technicians taking it it could be missing when it was in your possession for the two weeks.
Sincerely,
*** ***

Great family run business, I wouldn't go anywhere else, I have nothing but good things to say about my experiences there

On behalf of Hi-Way Campers, I am sorry for the loss of the tents in question.  It is unfortunate and unfair to all parties involved, the victims as well as the accused.  Theft is not something that is simply overlooked here.  In this case I find that Hi-Way Campers is being...

unfairly accused of stealing these tents.  After questioning the technician assigned to the repair order, he is certain that the two tents were in fact inside the pop up when the unit was closed.  The technician is a 60 year old retired US Navy Officer.  He is an extremely trustworthy person who I can guarantee you would not have taken any tents from this unit. 
Aside from that, we do have signs posted that Hi-Way Campers "IS NOT RESPONSIBLE FOR PERSONAL BELONGINGS".  This can be seen on the first attachment to this letter.  As unfortunate as it may be, we do have to have these signs posted for circumstances like this.   Secondly, as you can see from the second attachment, "No Keys" were left with this unit, therefore, the pop up could not have been locked by us upon completion of the repair.  Finally, the person submitting in this claim to the Revdex.com is not the customer on record for this repair.  The repair order is filled out and signed for by another party.  Also, there is a clear box labeled on the repair order stating "NOT RESPONSIBLE FOR LOSS OR DAMAGE, OR ARTICLES LEFT  IN CASE OF FIRE, THEFT, OR ANY OTHER CAUSE BEYOND OUR CONTROL"  This work order was signed authorizing work to be done as well as being signed that all repairs have been completed.  We have performed a service to this customer, the work has been done satisfactory to the customer.  The work order total amount due came to $206.82, which has been paid in full.  Again if the tents in question were in fact stolen, unfortunate as it may be, perhaps the claimant should file a theft claim with their insurance company, instead of falsely accusing the dealership of this.

In response to this complaint, Hi-Way Campers would first like to offer an apology to this customer for their inconvenience.  As with any sales transaction Hi-Way Campers always strives to have satisfied customers, however, under certain circumstances this is not always the...

case.  All we can do in this case is give a time frame for how this complaint came about.  June 19, 2017, Customer applied for a loan on the 2017 [redacted] as mentioned in complaint.  Customer was declined from the lenders within our network.  Customer was notified of credit denial on same day.  Customer asked for a few days to seek financing on his own.  We agreed to hold the trailer until we heard from his lender.  As of June 23, 2017, customer still was unable to secure financing on the trailer.  Week of June 26, Customer notifies Hi-Way Campers that he was unable to secure financing  from another source, however, he was still going to try another source. June 27, 2017, a document request from a lender was requested on behalf of Customer.  Lender asked for copies of Title and other documents needed to qualify Customer.  Customer was denied financing from this lender as well.   Customer was informed the trailer was still available should he continue to seek financing.  At no point was a deposit requested due to the nature of this transaction to date.  The trailer was still in dealer showroom and other customers had access to and option to purchase.  July 5, 2017, customer requests another purchase order from Hi-Way to apply for lending through an additional source.  Hi-Way Campers did not hear from Customer until July 17, 2017 stating the funds were available to purchase this trailer.  Unfortunately, at this time another sales person had recently sold this unit and delivery was taken.

In response to your most recent comments regarding the missing tent, again we are sorry if your tent has gone missing.  Unfortunately, Hi-Way Campers is not responsible for personal belongings left inside of a trailer that is in for service repairs.  There are signs posting this on the premises as well as on the work order which was signed prior to any repairs were completed.  Secondly, your trailer was left on the grounds unlocked by you, and no keys were left by you at the dealership to lock up the trailer after repairs were completed.  Should you decide to pursue damages further, I suggest you contact your insurance company and file a claim for your loss.

Review: I drop off my camper for service..Somehow somewhere they lost my paperwork never call me back to see if it was done.Very very poor customer service put me on hold for 18 minute.I hung up and called back she told me that she will get someone to call me by the end of the day this is night a.m. by 4 PM I get no call return.After two weeks I called to see if my pop-up was ready they say was I can pick up my pop up.I have two brand-new tent that I buy and put inside the pop up I still have the receipt and the Tuten was missing was stolen out of my pop up.Talk to management they wouldn't even do anything about it.Try to talk to the owner the owner say we not responsible for any missing thing out of the pop up.For a service place like that is very awful when you do service and charge for an stealing from customer .And for the tent it wasn't even expensive for the both it was only $150. For me I feel they should refund me the hundred and $50 or buy me those tents backDesired Settlement: I feel is fair as a business owner when your employee is feeling customers thing he should replace it for me... $150 for the 2 tent I still have the receipt for..

Business

Response:

On behalf of Hi-Way Campers, I am sorry for the loss of the tents in question. It is unfortunate and unfair to all parties involved, the victims as well as the accused. Theft is not something that is simply overlooked here. In this case I find that Hi-Way Campers is being unfairly accused of stealing these tents. After questioning the technician assigned to the repair order, he is certain that the two tents were in fact inside the pop up when the unit was closed. The technician is a 60 year old retired US Navy Officer. He is an extremely trustworthy person who I can guarantee you would not have taken any tents from this unit.

Aside from that, we do have signs posted that Hi-Way Campers "IS NOT RESPONSIBLE FOR PERSONAL BELONGINGS". This can be seen on the first attachment to this letter. As unfortunate as it may be, we do have to have these signs posted for circumstances like this. Secondly, as you can see from the second attachment, "No Keys" were left with this unit, therefore, the pop up could not have been locked by us upon completion of the repair. Finally, the person submitting in this claim to the Revdex.com is not the customer on record for this repair. The repair order is filled out and signed for by another party. Also, there is a clear box labeled on the repair order stating "NOT RESPONSIBLE FOR LOSS OR DAMAGE, OR ARTICLES LEFT IN CASE OF FIRE, THEFT, OR ANY OTHER CAUSE BEYOND OUR CONTROL" This work order was signed authorizing work to be done as well as being signed that all repairs have been completed. We have performed a service to this customer, the work has been done satisfactory to the customer. The work order total amount due came to $206.82, which has been paid in full. Again if the tents in question were in fact stolen, unfortunate as it may be, perhaps the claimant should file a theft claim with their insurance company, instead of falsely accusing the dealership of this.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am the wife of [redacted] the person who drop off the pop up to have a tuneup is my husband

When we call say the tent was missing you guy didn't even give it a chance to say let me look for it maybe is left the outside at the work area ,you just said that it was not in the pop up. Now you said it was there when you close it up.

Review: We ordered a new camper in February and have not taken delivery as promised.

We told the salesman when ordering the new camper we wanted we needed to take delivery by May 1. We were "promised" the unit numerous times over the phone when trying to resolve the delivery issue over the course of the past four weeks. We kept getting the same answer from the dealer. "maybe next week" and this past week I called and spoke to [redacted] on thursday April 25th he said it would be there "tomorrow" meaning April 26th. Again it did not show up. I called Saturday the 27th and still no camper. The following day my wife called April 28th and she was hung up on by [redacted]. Desired Settlement: I am seeking that the business loose Revdex.com rating over non delivery of a product.

Business

Response:

Business Response /* (1000, 11, 2013/06/10) */

Hi-Way Campers has apologized to Customer numerous times for the delay in delivery of the unit ordered. A new unit was ordered from the factory on Feb 20, 2013. Prior to the time the order was placed Hi-Way Campers was notified by the factory that there was a 6 - 8 week window for production. This information was given to the customer. However, under no control of Hi-Way Campers this production window had been lengthened by the factory due to an over influx of orders for this particular model. Please understand there has been no money exchanged nor is there a contract in place "promising" a delivery date. The delay in production was not foreseen by the factory, dealer, or customer. As the 8 week window was coming to a close numerous conversations between Hi-Way Campers and customer had taken place. Customer was not satisfied with any answer or response given. A factory representative was made available to Customer for further explanation, however this was not satisfactory to the customer as well. Unfortunately, once the unit was completed by the factory, shipping became an issue. It is important to understand that when a unit is completed at a factory, the unit is sent to an outside agency for shipping the unit to the dealers. It did take an extra few weeks for the shipping agency to deliver this unit. All information and delivery dates relayed to the customer was given to Hi-Way Campers from the factory. We realize this is a series of unfortunate events. It has been a difficult year industry wide to receive trailers from the shipping dispatcher. The unit on order has since arrived at Hi-Way Campers from the factory and is available. After the prior communications between Hi-Way Campers and customer had taken place it seems the lines of communication have broken down. Should the customer still desire this unit Hi-Way Campers will aim to satisfy this and all customers.

Consumer Response /* (3000, 13, 2013/06/12) */

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

The only part they are correct on is there wasnt a contract and no money exchanged. However delivery dates were "promised" verbally numerous times. They also were very rude in dealing with my wife by hanging up on her. No other offers were made by Hi way to obtain the camper.

Business Response /* (4000, 15, 2013/06/14) */

As Hi-Way previously stated, the delay was due to the manufacturer. Unfortunately, plans didn't work out for either party. Sometimes communication breaks down on both sides. Hi-Way felt the customer lost faith and no longer wanted to make a purchase through us. Please understand there are two sides to every disagreement. Hi-Way does not want to say anything negative about any past, present, or future customer. Hi-Way hopes the customer will continue to pursue the camper of their dreams, even if it is not purchased here.

We had a leaky window problem and it was resolved by the manufacturer and by Hi-Way