Hilmerson RV & Marine

I am rejecting this response because:We came in to Hilmerson on Tuesday April 12, - started the bank wire and buying process and told the inspection process was starting on that day, if it didn't start until April 13, 2016, when we drove the unit off the lot, we were misinformed by our salesman.The amount of labor hours that STL RV quoted in the attached invoice was sent at the beginning of the job - an estimate - once they started the repair, they found the problem was worse than originally quoted A call was made from Nelson @ STL RV to Hilmerson to adjust the bill for the extra work needed Hilmerson would NOT approve any extra labor hours for the repair that needed to be done, to remove the molded installation Hilmerson didn't even pay for the hour of labor requested on the original quote They only covered hours of work Once the manager Troy @ STL RV was involved with this mess, he too called over and spoke with Jason about what needed to be done to get the unit in a livable order He was also told by Jason (per owner) that they weren't covering anything else because the original estimate was wrong?? In Troy's @ STL RV, professional opinion it was uninhabitable with the installation the way it was and would only get worse Since all the damage happened under the warranty that originated from the crack in the shower, as the warranty writes, it should be covered.Attached is the final copy of what we paid out of pocket to have the unit habitable Second file attached is the copy of the warranty, written in black and white It is not acceptable for Hilmerson to cover the repair (cracked shower basin) and not cover the subsequent damage caused by the broken shower they sold us.The unit still smells like mold from the outside and when the air condition kicks on, so we will have a professional on mold look at our RV in the near future to avoid health issues We would like to be reimbursed for this as well This is a growing problem, since Hilmerson has refused to pay STL RV to repair what was needed in the first place We aren't asking for anything other than to be reimbursed for the out of pocket expense and the expense to make the RV livableThe repair should have been covered under this warranty/guarantee, as well as the cost to have the unit repaired back to livable conditionIf Hilmerson won't reimburse us properly, we will seek legal action

First of all, you are correct STL RV did provide us an estimateThey agreed to the hours of labor to fix the problem including the insulationYou state that they called and told us that there was more to the problem/repair than what was estimated and this for a fact did not happenIf it needed more hours of labor to fix it right, we would have had authorized itWe were first informed by you that it needed additional work, not STL RVOur call came from Nelson the day STL RV wanted to be paid for the repair, so you could pick it upIn no conversation with STL RV did we not authorize a complete repairA simple call from them as you stated, would have been just fine and we would have been ok with adding the additional insulation and time, if that is what it tookAs we understood when we paid the bill it was fixedWhen you called us back and claimed it needed additional work we did refer you back to STL RV, because our company already paid them to fix itThe bottom line is, I feel we paid STL RV to fix this repair and it didn't get done right the first timeWe paid to have the problem "FIXED" not create you any extra headache or try to save a few hundred dollarsYou are disputing $of your out of pocket costs to fix the insulation, in which I see is done now from STL RVWe will agree to pay the $and consider it done and nothing furtherPlease call Jason at ###-###-#### for your refundBryan

Revdex.com Response to Mr ***-Mr *** did in fact purchase his Sprinter 5th wheel here at our dealershipWe feel we have went above and beyond in fulfilling our duties to help with this situationHis unit did go thru our service department and the customer requested the trailer as a same
day deliveryThe inspection process was expedited and started on 4/12/at 1:41PMHe left with the trailer the same evening and headed to Monticello campingHe then called our dealership and spoke with Jason and stated that he was locked out of his camperWe sent a technician down to him immediately and found that the dead bolt has broken and the lock had to be replaced, in which we did.The next day Mr *** called and he said there was no water flow at the kitchen faucet, in which there was water flow at the time of deliveryWe sent a technician down to Monticello again and installed a kitchen faucet.Mr *** then called approx a week later, while on his way back to Missouri stating he had water leaking from the underbellyHe spoke with Jason here at the dealership and told Jason he would look into it and see if he could fix it or find out the causeIt turns out there was a hairline crack in the shower base, which was dripping water thru the base and down into the underbellyWe as a dealership decided that it would have to go to a RV repair facility of "his choice" to get fixed correctly due to the distance between usHe then took his RV to STL RV for the repair in St Louis, MOThey emailed us a quote to fix the and replace the shower base (attached) also including the R&R damage insulation in underbelly, which is what Mr *** is disputingThe total repair was listed at $To help reduce costs we ordered the shower base and shipped it to STL RV for the jobWe came to an agreement with STL RV to do the entire job for hours and payed the bill of $to STL RV plus we had purchased the shower base from our supplier an had it shipped to STL RVWhen we paid the bill, we then considered the repair DONEWe stood behind every issue he encountered to the best of our abilityWe paid to have it fixed correctly, not partially.Attached you will find: The estimate from STL RV, Our shower base invoice, and the final bill from STL RV in which we paid without question. Mr *** took the RV to a shop of his choice, we agreed to pay for the repairs listed on their estimate and it appears they did not fix it correctlyHe needs to file a complaint with STL RVWe are a customer of STL RV, just as MR *** isWe paid for a service and they did not stand behind their repair work or the estimate providedThe crack in the base of the shower could be easily missed by anyone, that is why we stood behind it. *** HilmersonPresident

I am rejecting this response because:We came in to Hilmerson on Tuesday April 12, 2016 - started the bank wire and buying process and told the inspection process was starting on that day, if it didn't start until April 13, 2016, when we drove the unit off the lot, we were misinformed by our salesman.The amount of labor hours that STL RV quoted in the attached invoice was sent at the beginning of the job - an estimate - once they started the repair, they found the problem was worse than originally quoted.  A call was made from Nelson @  STL RV to Hilmerson to adjust the bill for the extra work needed.  Hilmerson would NOT approve any extra labor hours for the repair that needed to be done, to remove the molded installation.  Hilmerson didn't even pay for the 9.8 hour of labor requested on the original quote.  They only covered 8 hours of work.  Once the manager Troy @ STL RV was involved with this mess, he too called over and spoke with Jason about what needed to be done to get the unit in a livable order.  He was also told by Jason (per owner) that they weren't covering anything else because the original estimate was wrong??  In Troy's @ STL RV, professional opinion it was uninhabitable with the installation the way it was and would only get worse.  Since all the damage happened under the warranty that originated from the crack in the shower, as the warranty writes, it should be covered.Attached is the final copy of what we paid out of pocket to have the unit habitable.  Second file attached is the copy of the warranty, written in black and white.  It is not acceptable for Hilmerson to cover the repair (cracked shower basin) and not cover the subsequent damage caused by the broken shower they sold us.The unit still smells like mold from the outside and when the air condition kicks on, so we will have a professional on mold look at our RV in the near future to avoid health issues.  We would like to be reimbursed for this as well.  This is a growing problem, since Hilmerson has refused to pay STL RV to repair what was needed in the first place.  We aren't asking for anything other than to be reimbursed for the out of pocket expense and the expense to make the RV livable. The repair should have been covered under this warranty/guarantee, as well as the cost to have the unit repaired back to livable condition. If Hilmerson won't reimburse us properly, we will seek legal action.

First of all, you are correct STL RV did provide us an estimate. They agreed to the 8 hours of labor to fix the problem including the insulation. You state that they called and told us that there was more to the problem/repair than what was estimated and this for a fact did not happen. If it needed more hours of labor to fix it right, we would have had authorized it. We were first informed by you that it needed additional work, not STL RV. Our call came from Nelson the day STL RV wanted to be paid for the repair, so you could pick it up. In no conversation with STL RV did we not authorize a complete repair. A simple call from them as you stated, would have been just fine and we would have been ok with adding the additional insulation and time, if that is what it took. As we understood when we paid the bill it was fixed. When you called us back and claimed it needed additional work we did refer you back to STL RV, because our company already paid them to fix it. The bottom line is, I feel we paid STL RV to fix this repair and it didn't get done right the first time. We paid to have the problem "FIXED" not create you any extra headache or try to save a few hundred dollars. You are disputing $687.59 of your out of pocket costs to fix the insulation, in which I see is done now from STL RV. We will agree to pay the $687.59 and consider it done and nothing further. Please call Jason at ###-###-#### for your refund. Bryan