Dear Revdex.com,Our service manager, [redacted] has spoken with [redacted] regarding his trailer He is keeping him informed on the progress and should have it ready to go in the next few days We regret the [redacted] trailer was damaged by one of our employees We've always have taken the position of repairing it at our expenseThe incident only added to the delays and [redacted] frustration with us Hopefully, our staff has learned a valuable lesson from this complaint We've coached them on safety and the priceless value of keeping our customers informed to the repair progress[redacted] ***Vice PresidentHoliday World of Houston, LP
Sent:
Thursday, April 23, 7:AM To: drteam Subject: case # Dear Revdex.com I received a notice from the Revdex.com regarding *** ***’s complaint The complaint has been closed and listed as “unresolved” Mr*** won’t change the status until he receives the wood grain dash kit The manufacturer shipped it to us and we intern shipped it to Mr*** on Monday He should have received it by now Would you contact him and ask him to update the status We and the manufacturer have satisfied his demands Regards, *** *** Vice President of Variable Operations Holiday World of Houston, LP Katy Freeway Katy, Texas 281-371-800-983- Creating RV Life Experiences The information contained in this e-mail may be confidential and is intended solely for the use of the named addresseeAccess, copying or re-use of the e-mail or any information contained therein by any other person is not authorizedIf you are not the intended recipien
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID We finally received the wood grain dash kit after FIVE months of hassleVery sad that a business treated their customer in such a poor way.*** ***
***,Since we received your complaint, I'm piecing together the timeline of events to get a better understanding I'm still waiting to hear back from the manufacturer I should be able to get back with you by the end of the week.*** *** **Holiday World of Houston, LP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
will be glad to recieve refunds of $... concerned that this seems to be a standard problem at this place... found aprox 20-25 other folks that had or are still having the same problem n many of them have voiced their concerns at this business [redacted] page where I found them n where they can be easily seen. If really concerned with whats right whys are so many unresolved problems with customers on their page??? Goes to an on going problem n business practice of maybe holding funds till able to make interest on them before returning??? Im done know getting my $ back but sure many folks need to be aware of this n have posted access to their page on my [redacted] as warning so others can see the many complaints that are simular to mine... [redacted]
Regards,
1. The agreement was made. 2. Partial payment was made for the purchase. 3, The loan was signed but not accepted by the bank due to the customer’s proposed use as a full time live in coach. 4. The unit was delivered to the customer. 5. Customer spent one night in the unit. 6. The alternative finance for full-time use was approved and offered. 7. Holiday World does not want to do business with [redacted]. 8. The titling of the vehicle is being held up until a new lienholder is selected. 9. Holiday World will accept a check or wired funds from [redacted] and will then execute the title with the State of Texas and file iroper lien in favor of [redacted]. 10. The state will then send the new title to [redacted] with the lien executed. 11. This back-and-forth through the Revdex.com doesn’t seem to be accomplishing anything. Holiday World invites the customer to come in and sit down with his lawyer and us and work towards a reasonable resolution for all parties.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I admit I am pleased, at present, with the approach of the League City Service Dept. They are working on my vehicle. However, Mr. [redacted]s comment that others may need their vehicles as well hit a nerve. I didn't buy a pre-owned vehicle which you might expect to have issues, nor is it a vehicle that I have had for years. I bought a brand NEW vehicle, I bought NEW so that I didn't have major problems and it wouldn't spent days, weeks or months in the shop. I have now made 2 payments on a vehicle and only had use of a partially functioning vehicle on our maiden journey. I did tell them that we have plans for it's use on the 26th of Sept and they agreed to have it "functional" but not fully repaired so I could pick it up that day then bring it back on that Monday. If I buy a NEW car, I don't expect to have MAJOR issues that take extensive time to repair and I understand the shipping issue, but I also understand that this is a NEW vehicle Fleetwood and Holiday World should do whatever it takes to make it right in a timely manner. I bought NEW so that I could feel secure in taking my husband on many trips to enjoy what life we have together (he has incurable cancer). Now I am having to try to plan our time and trips based on when I can get our vehicle back and how much longer it will be in the shop, not on having a whim to go out for the weekend, because my husband is feeling good and it's a good time to go, which was our plan. I am appalled by Mr [redacted]s approach that I just need to be understanding and, more or less, wait my turn. I get that the wallpaper issue might require a return as that might be difficult to obtain, but the majority of the issues are related to faulty wiring, electrical issues and poor workmanship, none of which I blame Holiday World for, but they are the representative and they are the appropriate warrantee dealer. Because of the issues and the magnitude of the issues, I will not close this claim. Upon completion of all the work and having a fully functional unit which I can use at my discretion, I will be happy to write a rave review of what great work they did to meet my needs and close the claim, but not a minute before.
Regards,
[redacted]
Dear Revdex.com,Roger [redacted], our Katy Service Manager, did speak with Mr. & Mrs. [redacted] yesterday regarding their issues with their RV. They are working with our League City location to resolve their warranty issues under their manufacturer's warranty. They are happy with the service and...
attention they are receiving from our League City location. It's easier for them to have service done there instead of at our Katy location where they purchased the RV. We understand there will always be items to arise on new RVs. We stand ready, willing and able to address their concerns. We have skilled technicians can diagnose the problems and make timely repairs. The only thing that would delay repairs are parts being shipped from Indiana where the manufacturer is located. As for now, they say they are happy with our staff in League City. I'm not sure why they filed a complaint against the location who is trying to help them resolve their concerns.Charlie [redacted], VPHoliday World of Houston, LP
The original loan was not approved only because the customer advised the lender that the customer intended to live in the RV on a full-time basis which the lender confirmed to Holiday World. The salesperson disagrees with the customer’s statement. But even for the sake of argument if you...
assume the statement is true (it is denied) the customer advised Holiday World by email that the customer would correct his driver’s license and then retrieve the RV from storage. This drivers license issue was never a substantial issue.The lender never requested documents supporting a loan. The lender declined to make the loan because the customer advised the lender he intended to live in the RV on a full-time basis. The finance manager did try to work with the lender over the lender’s refusal but all of this occurred after the lender declined to make the loan. The MSO is a document that is required in Texas to issue titles to RVs. It was explained that giving the customer the MSO was like giving him a lien free title. The MSO is never given to a customer by any vehicle dealership in the state of Texas. This customer was advised that he could not have the MSO.The customer refers to a possible source of financing at nearly double the rate he thought he was approved on. Please remember that the original loan was never approved by the original lender because of the customer’s occupancy. Holiday World did find a lender that agreed to loan at a higher rate. It was suggested to the customer that he finance the RV and immediately refinance where ever he could find someone who would make him a loan at an acceptable rate. Holiday World chose not to deal with the lender the customer proposed.
Dear Revdex.com,We are in the process of addressing and repairing Mr. and Mrs. [redacted]'s issues under their manufacturer's warranty. We are diligently working within what we are in control of and that is making repairs once we have all parts needed. We often experience delays due to the manufacture being in Indiana. We cannot go locally and obtain items to make repairs. If that was the case, we would have been able to address the repairs by now. We also have to show respect for other customers who have requested Priority service. All we ask is for the [redacted]'s to give us the allotted time to address their concerns. We also ask they drop the complaint against League City location. In Mrs. [redacted] words, she is happy with the attention she's been given to address the repairs. What have we done wrong to receive bad marks against us? I would understand if we grossly messed up the repairs but we haven't even had the chance to and we get a Revdex.com complaint. We do not agree with their approach. It's not going to speed up the factory sending parts or the repairs.Charlie [redacted], VPHoliday World of Houston, LP
Dear Revdex.com,Our service manager, [redacted] has spoken with [redacted] regarding his trailer. He is keeping him informed on the progress and should have it ready to go in the next few days. We regret the [redacted] trailer was damaged by one of our employees. We've always...
have taken the position of repairing it at our expense. The incident only added to the delays and [redacted] frustration with us. Hopefully, our staff has learned a valuable lesson from this complaint. We've coached them on safety and the priceless value of keeping our customers informed to the repair progress.[redacted]Vice PresidentHoliday World of Houston, LP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.The action they proposed of meeting to resolve the claim COULD be a solution however I am not willing to close the case until a final solution has been agreed upon.11. Totally agree. Had Holiday World been willing to provide good customer service and seek a reasonable solution to start with, the complaint with the Revdex.com and the other agencies would have never been filed. I am listing my rebuttal to these comments in reverse order because I completely agree that point 11 is really the only solution. We must get the attorneys together to get this matter sorted so that both of us can put this behind us. It was never my intent to cause extra work and hardship for anyone but when a large dealership takes tens of thousands of dollars of my money and will not give it back when they are the ones who were deceitful to begin with, I really had no choice but to use all of the legal tools possible to get my money back. I will contact my attorney within 48 hours and someone will reach out to Holiday World. I am providing additional comments to each bullet point simply for the record. I realize we are at an impasse because the Holiday World attorney who is responding is getting the facts of this case from people who were deceitful to begin with. Those parties will continue to lie about many of the salient facts and I will continue to refute them so the only solution is for the attorneys to meet and hopefully resolve the case. 10. No comment. 9. Holiday World knows that [redacted] will not send funds until a COPY of the MSO has been provided so this is not a solution. 8. I would agree that titling is held up due to lienholder selection, however I had selected a lienholder and Holiday World has chosen not to provide one, simple document that is customary to provide. A document which they provided to a previous customer just days before I requested mine TO THE SAME LIENHOLDER. 7. The fact that Holiday World does not want to “do business” with [redacted] is what created most of this mess to begin with. I am not asking Holiday World to do business with [redacted]. I am doing business with them and just needed one simple document to get it done. 6. The alternative financing was never approved or requested by me. The terms were ridiculous and scandalous. 5. This is a complete lie and Holiday World has no proof that I spent any time in this unit other than in the driver’s seat. No one slept in or used anything in the coach…ever. Parking it in their “campground” does not constitute sleeping in it. 4. “Delivered” would constitute transfer of ownership, which was never completed due to the misleading of the Holiday World Finance Manager. According to the Texas Transportation Code, Sec. 541.001. PERSONS. In this subtitle: (2) "Owner" means, as used in reference to a vehicle, a person who has a property interest in or title to a vehicle. Holiday World is the only entity who has property interest or title to this vehicle. 3. Again, this is either a lie now or was a lie when the Finance Manager told us on 30 March that the loan with [redacted] was fully approved and handed us the keys. Why would a dealership hand the keys over to a vehicle if the loan was not approved? 2. I agree, partial payment was made which is why we have a problem. 1. An agreement was made which included the fact that a loan from [redacted] was fully approved. Once we discovered this to be a lie the agreement was null and void.
Regards,
Bryan Bandeko
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The company did not send any further pictures of the exterior of the unit as stated. They clearly stated in the email that the exterior was in excellent condition. Also, please note that the price that the issue is not always purely cosmetic and the price reduction offer was limited in comparison to bringing the unit to "excellent condition" by fixing the issues.Also, I would have expected a company who put me in this position to do a better job attempting to find another unit. They have stores across the state and did very little to outline further options. Regards,[redacted]
Regards,
Dear Revdex.com,Our service manager, [redacted] has spoken with [redacted] regarding his trailer He is keeping him informed on the progress and should have it ready to go in the next few days We regret the [redacted] trailer was damaged by one of our employees We've always have taken the position of repairing it at our expenseThe incident only added to the delays and [redacted] frustration with us Hopefully, our staff has learned a valuable lesson from this complaint We've coached them on safety and the priceless value of keeping our customers informed to the repair progress[redacted] ***Vice PresidentHoliday World of Houston, LP
Sent:
Thursday, April 23, 7:AM To: drteam Subject: case # Dear Revdex.com I received a notice from the Revdex.com regarding *** ***’s complaint The complaint has been closed and listed as “unresolved” Mr*** won’t change the status until he receives the wood grain dash kit The manufacturer shipped it to us and we intern shipped it to Mr*** on Monday He should have received it by now Would you contact him and ask him to update the status We and the manufacturer have satisfied his demands Regards, *** *** Vice President of Variable Operations Holiday World of Houston, LP Katy Freeway Katy, Texas 281-371-800-983- Creating RV Life Experiences The information contained in this e-mail may be confidential and is intended solely for the use of the named addresseeAccess, copying or re-use of the e-mail or any information contained therein by any other person is not authorizedIf you are not the intended recipien
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID We finally received the wood grain dash kit after FIVE months of hassleVery sad that a business treated their customer in such a poor way.*** ***
***,Since we received your complaint, I'm piecing together the timeline of events to get a better understanding I'm still waiting to hear back from the manufacturer I should be able to get back with you by the end of the week.*** *** **Holiday World of Houston, LP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
will be glad to recieve refunds of $... concerned that this seems to be a standard problem at this place... found aprox 20-25 other folks that had or are still having the same problem n many of them have voiced their concerns at this business [redacted] page where I found them n where they can be easily seen. If really concerned with whats right whys are so many unresolved problems with customers on their page??? Goes to an on going problem n business practice of maybe holding funds till able to make interest on them before returning??? Im done know getting my $ back but sure many folks need to be aware of this n have posted access to their page on my [redacted] as warning so others can see the many complaints that are simular to mine... [redacted]
Regards,
1. The agreement was made. 2. Partial payment was made for the purchase. 3, The loan was signed but not accepted by the bank due to the customer’s proposed use as a full time live in coach. 4. The unit was delivered to the customer. 5. Customer spent one night in the unit. 6. The alternative finance for full-time use was approved and offered. 7. Holiday World does not want to do business with [redacted]. 8. The titling of the vehicle is being held up until a new lienholder is selected. 9. Holiday World will accept a check or wired funds from [redacted] and will then execute the title with the State of Texas and file iroper lien in favor of [redacted]. 10. The state will then send the new title to [redacted] with the lien executed. 11. This back-and-forth through the Revdex.com doesn’t seem to be accomplishing anything. Holiday World invites the customer to come in and sit down with his lawyer and us and work towards a reasonable resolution for all parties.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
I admit I am pleased, at present, with the approach of the League City Service Dept. They are working on my vehicle. However, Mr. [redacted]s comment that others may need their vehicles as well hit a nerve. I didn't buy a pre-owned vehicle which you might expect to have issues, nor is it a vehicle that I have had for years. I bought a brand NEW vehicle, I bought NEW so that I didn't have major problems and it wouldn't spent days, weeks or months in the shop. I have now made 2 payments on a vehicle and only had use of a partially functioning vehicle on our maiden journey. I did tell them that we have plans for it's use on the 26th of Sept and they agreed to have it "functional" but not fully repaired so I could pick it up that day then bring it back on that Monday. If I buy a NEW car, I don't expect to have MAJOR issues that take extensive time to repair and I understand the shipping issue, but I also understand that this is a NEW vehicle Fleetwood and Holiday World should do whatever it takes to make it right in a timely manner. I bought NEW so that I could feel secure in taking my husband on many trips to enjoy what life we have together (he has incurable cancer). Now I am having to try to plan our time and trips based on when I can get our vehicle back and how much longer it will be in the shop, not on having a whim to go out for the weekend, because my husband is feeling good and it's a good time to go, which was our plan. I am appalled by Mr [redacted]s approach that I just need to be understanding and, more or less, wait my turn. I get that the wallpaper issue might require a return as that might be difficult to obtain, but the majority of the issues are related to faulty wiring, electrical issues and poor workmanship, none of which I blame Holiday World for, but they are the representative and they are the appropriate warrantee dealer. Because of the issues and the magnitude of the issues, I will not close this claim. Upon completion of all the work and having a fully functional unit which I can use at my discretion, I will be happy to write a rave review of what great work they did to meet my needs and close the claim, but not a minute before.
Regards,
[redacted]
Dear Revdex.com,Roger [redacted], our Katy Service Manager, did speak with Mr. & Mrs. [redacted] yesterday regarding their issues with their RV. They are working with our League City location to resolve their warranty issues under their manufacturer's warranty. They are happy with the service and...
attention they are receiving from our League City location. It's easier for them to have service done there instead of at our Katy location where they purchased the RV. We understand there will always be items to arise on new RVs. We stand ready, willing and able to address their concerns. We have skilled technicians can diagnose the problems and make timely repairs. The only thing that would delay repairs are parts being shipped from Indiana where the manufacturer is located. As for now, they say they are happy with our staff in League City. I'm not sure why they filed a complaint against the location who is trying to help them resolve their concerns.Charlie [redacted], VPHoliday World of Houston, LP
The original loan was not approved only because the customer advised the lender that the customer intended to live in the RV on a full-time basis which the lender confirmed to Holiday World. The salesperson disagrees with the customer’s statement. But even for the sake of argument if you...
assume the statement is true (it is denied) the customer advised Holiday World by email that the customer would correct his driver’s license and then retrieve the RV from storage. This drivers license issue was never a substantial issue.The lender never requested documents supporting a loan. The lender declined to make the loan because the customer advised the lender he intended to live in the RV on a full-time basis. The finance manager did try to work with the lender over the lender’s refusal but all of this occurred after the lender declined to make the loan. The MSO is a document that is required in Texas to issue titles to RVs. It was explained that giving the customer the MSO was like giving him a lien free title. The MSO is never given to a customer by any vehicle dealership in the state of Texas. This customer was advised that he could not have the MSO.The customer refers to a possible source of financing at nearly double the rate he thought he was approved on. Please remember that the original loan was never approved by the original lender because of the customer’s occupancy. Holiday World did find a lender that agreed to loan at a higher rate. It was suggested to the customer that he finance the RV and immediately refinance where ever he could find someone who would make him a loan at an acceptable rate. Holiday World chose not to deal with the lender the customer proposed.
Dear Revdex.com,We are in the process of addressing and repairing Mr. and Mrs. [redacted]'s issues under their manufacturer's warranty. We are diligently working within what we are in control of and that is making repairs once we have all parts needed. We often experience delays due to the manufacture being in Indiana. We cannot go locally and obtain items to make repairs. If that was the case, we would have been able to address the repairs by now. We also have to show respect for other customers who have requested Priority service. All we ask is for the [redacted]'s to give us the allotted time to address their concerns. We also ask they drop the complaint against League City location. In Mrs. [redacted] words, she is happy with the attention she's been given to address the repairs. What have we done wrong to receive bad marks against us? I would understand if we grossly messed up the repairs but we haven't even had the chance to and we get a Revdex.com complaint. We do not agree with their approach. It's not going to speed up the factory sending parts or the repairs.Charlie [redacted], VPHoliday World of Houston, LP
Dear Revdex.com,Our service manager, [redacted] has spoken with [redacted] regarding his trailer. He is keeping him informed on the progress and should have it ready to go in the next few days. We regret the [redacted] trailer was damaged by one of our employees. We've always...
have taken the position of repairing it at our expense. The incident only added to the delays and [redacted] frustration with us. Hopefully, our staff has learned a valuable lesson from this complaint. We've coached them on safety and the priceless value of keeping our customers informed to the repair progress.[redacted]Vice PresidentHoliday World of Houston, LP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.The action they proposed of meeting to resolve the claim COULD be a solution however I am not willing to close the case until a final solution has been agreed upon.11. Totally agree. Had Holiday World been willing to provide good customer service and seek a reasonable solution to start with, the complaint with the Revdex.com and the other agencies would have never been filed. I am listing my rebuttal to these comments in reverse order because I completely agree that point 11 is really the only solution. We must get the attorneys together to get this matter sorted so that both of us can put this behind us. It was never my intent to cause extra work and hardship for anyone but when a large dealership takes tens of thousands of dollars of my money and will not give it back when they are the ones who were deceitful to begin with, I really had no choice but to use all of the legal tools possible to get my money back. I will contact my attorney within 48 hours and someone will reach out to Holiday World. I am providing additional comments to each bullet point simply for the record. I realize we are at an impasse because the Holiday World attorney who is responding is getting the facts of this case from people who were deceitful to begin with. Those parties will continue to lie about many of the salient facts and I will continue to refute them so the only solution is for the attorneys to meet and hopefully resolve the case. 10. No comment. 9. Holiday World knows that [redacted] will not send funds until a COPY of the MSO has been provided so this is not a solution. 8. I would agree that titling is held up due to lienholder selection, however I had selected a lienholder and Holiday World has chosen not to provide one, simple document that is customary to provide. A document which they provided to a previous customer just days before I requested mine TO THE SAME LIENHOLDER. 7. The fact that Holiday World does not want to “do business” with [redacted] is what created most of this mess to begin with. I am not asking Holiday World to do business with [redacted]. I am doing business with them and just needed one simple document to get it done. 6. The alternative financing was never approved or requested by me. The terms were ridiculous and scandalous. 5. This is a complete lie and Holiday World has no proof that I spent any time in this unit other than in the driver’s seat. No one slept in or used anything in the coach…ever. Parking it in their “campground” does not constitute sleeping in it. 4. “Delivered” would constitute transfer of ownership, which was never completed due to the misleading of the Holiday World Finance Manager. According to the Texas Transportation Code, Sec. 541.001. PERSONS. In this subtitle: (2) "Owner" means, as used in reference to a vehicle, a person who has a property interest in or title to a vehicle. Holiday World is the only entity who has property interest or title to this vehicle. 3. Again, this is either a lie now or was a lie when the Finance Manager told us on 30 March that the loan with [redacted] was fully approved and handed us the keys. Why would a dealership hand the keys over to a vehicle if the loan was not approved? 2. I agree, partial payment was made which is why we have a problem. 1. An agreement was made which included the fact that a loan from [redacted] was fully approved. Once we discovered this to be a lie the agreement was null and void.
Regards,
Bryan Bandeko
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. The company did not send any further pictures of the exterior of the unit as stated. They clearly stated in the email that the exterior was in excellent condition. Also, please note that the price that the issue is not always purely cosmetic and the price reduction offer was limited in comparison to bringing the unit to "excellent condition" by fixing the issues.Also, I would have expected a company who put me in this position to do a better job attempting to find another unit. They have stores across the state and did very little to outline further options. Regards,[redacted]
Regards,