Holland Motor Homes

To: Mr [redacted] , We appreciate your path towards resolution regarding this matterTo answer your questions - My earliest attempt to resolve this was an un-returned voicemail left in a department mailbox - I believe the Service DepartmentThe second was [redacted] and the third, a "Sales Manager" which I thought his name was "***"I would prefer to have the check made out to myself and be pickat one of your locations as soon as possibleThank you Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Please see attached.Thanks and regards, [redacted] ***Holland Motor Homes [redacted] *** [redacted] *** [redacted] [redacted] *** [redacted] *** [redacted] *** May 30, Dear Mr& Mrs***, Thank you for your Revdex.com statement dated 5/18/We apologize for the mand regret that you chose the words “illegal and shady business” to describe this matterOur internal investigation points to an error of communication and data entry on our part, however we would never endorse or intentionally mislead, as you suggest by your description of the eventsNothing about this matter was intentional; rather, it is our strong belief that there was an input error at the time of your final contracting, and a communication error after-the-factOur sales staff indicated (supported by review of your file) that when you contracted your original deal (March 2014), we were unable to find adequate financing for consummation of the contractIn order to facilitate your purchase, our staff reduced the purchase price substantially, but in so doing, the warranty deductible originally quoted would have to change to a higher amount ($500) in order to accommodate the final purchaseWe were told by our sales staff that this was explained to you at the timeHowever, at the time of completion of your final contract, Mr [redacted] made an input error and contracted the warranty component incorrectly (at the earlier quoted $deductible)Upon later recognition of the error, the correction was communicated to Easy Care in writing (April 2014-copy attached), and claimed to have been communicated to you as well, verbally and in writing, in-line with the concept outlined above regarding the change required to complete your final contractHowever, we cannot determine from our files whether you were actually informed in writing at the time of the change, nor whether the correction was explained to you adequately then or indeed, after-the-factMr [redacted] is no longer employed by our companyNevertheless, we have no evidence that this was communicated correctly and thus, we agree to meet the deductible request and we will pay for reinstatement of the $deductibleAttached also please find a letter to Easy Care, dated today, acknowledging and instructing this changePlease don’t hesitate to contact me if you have additional questions, and we apologize again for this inconvenienceBest regards, [redacted] , Vice President Holland Motor Homes

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 For your reference, details of the offer I reviewed appear below I am offended by the tone of your reply, saying only that "...we are not always perfect in our ability to provide good service on every occasion..." (emphasis added) as if your business standard is perfection on every occasion--a ridiculous statement compared to what I was dealing with from your staff No acknowledgement of the terrible customer service at both of your locations that I had recent interaction with after purchasing a vehicle from your company for over $90,000--no sharing of information, no attempts to make improvements in the extreme time wasted in completing the acknowledged repairs for my brand new vehicle Not only did I not hear from your service advisor, even though I called several times to ask for updates, I did not receive a return call from your "Service Director" for days after my call to him No, your reference to not being "perfect...on every occasion" does not accept responsibility for any of the issues involved as the basis for my eventual complaint to the Revdex.com There is no apology, no attempt to make up for past errors in the service relationship, no nothing but a statement that your director "mentioned today that all your repair items have now been addressed" I guess that fixes it I am certain that the previously agreed-upon items to repair are not all the necessary repairs that will be needed under the [redacted] warranty so we will have to work out more issues in the near future, unless [redacted] can direct me elsewhere for good service in the area Regards, [redacted]

Dear Mr [redacted] ,It is my understanding that this matter was resolved over the weekend, and that you worked with our sales manager [redacted] and our finance manager [redacted] to achieve resolution.Please let me know if that is not the case and I will investigate further.We appreciate your business and look forward to working with you in the future.Thanks and best regards, [redacted] , V.P.Holland RV Centers

Thank you. Check will be sent to the *** address today

Revdex.com:
This complaint is not fully resolved. It is in process and progressingbut I have not received the RV with a working sewage system.Thank you for your communication and I would appreciate knowing if thereis further communication with you from Holland Motor HomesThank you for following through with this and I do hope it is resolvedsoonRegards*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*** ***

Dear Mr***
Thank you for your message. We regret that you were inconvenienced recently with this tire issue.
We are continuing to investigate these events internally, which seems (so far) to have been a communication error on our part. I apologize for the lack of
a timely resolution prior to your posting here with Revdex.com, and that your multiple efforts to resolve this were not escalated to the owners. For the record, we do not employ anyone named "***", but I have discussed this matter with *** and *** (as referenced) along with others who may have had knowledge of this matter. But I have not yet concluded the investigation. If by chance you can relay the names of the parties you spoke to on 10/3, and again on 10/5, 10/and 10/15...that would be extremely helpful. We ultimately would like to correct this issue internally so that it does not occur again. I understand that you may not have exact names and notes of your contacts at those times, but if you do, it would be very helpful
Nevertheless, the ownership agrees with your contention and would like to compensate you for the tires. Can you please reply to this message and include a copy of the invoice, so that we might reimburse the correct party. I note that the reimbursement appears to be (possibly) for you, someone other than the registered owner of the vehicle, *** ***. In either case, a copy of the invoice for the tires would be most appreciated, and we will prepare a check for reimbursement
Thanks and regards,
*** ***, V.P
Holland Motor Homes

Good Morning,
The check can be sent to *** E*** St***, Ca***
Thank you
*** ***

Good Morning,The company has agreed to send a qualified RV repair person to complete the repairs. No completion has transpired. I will give them the opportunity to complete all work by the end of the day May 31, 2016. If not completed I will recontact you. The business is aware of the deadline and the possibility that if not pleased I will continue to seek satisfaction.Thank you, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Please see attached
Thanks and regards,
*** ***, VP
Holland RV CentersDear Mr***, First let me apologize for the inconvenience and confusion that lead to your complaintIn consultation with our Service Director (*** ***) he explained to me first, that
apparently the staff in our Santee location at the time of your service need was unusually busy, and at that time they were referring customers needing sooner appointments to other service facilities. However, the repair to the backup camera was covered under a separate warranty by the installation company and should have been repaired at no cost to youWe apologize for this confusion and will gladly refund the cost of the repair for the backup cameraOur GM in the Santee location (*** ***) has been informed of this and should have contacted you about this today. I’m told your RV’s generator has its own separate warranty and the manufacturer of the generator requires that it is repaired at a certified *** warranty centerThe closest *** warranty center to you is located cloin ** ***. I understand *** *** has attempted to contact you today also, to clarify the details of your warranty and the deductible processCovered repairs under the purchased warranty, if performed at Holland, would still require a deductible to be paid if applicable under your specific policy, and I’ve asked Mr*** to clarify this for youDeductibles can vary depending on the warranty you choose at the time of purchase, but we want to make absolutely sure that this was made clear to you at the time of purchase and I have asked *** to ensure that your policy is correct to your understanding. Nevertheless, we apologize again for this inconvenience and will immediately reimburse the cost of the backup camera repair if you would please send a copy of your repair receipt to my controller's attention (*** ***) at the address shown abovePlease feel free to contact *** *** directly at *** for further resolution with regard to your warranty. Sincerely, *** *** Vice President Holland RV Centers

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Mr***, I regret that my earlier reply clearly was not completely informed about your matter and indeed, an inadequate reply. Upon further review with *** ***, I am now in receipt of a copy of this email:
Mr***,
Thank you for the opportunity to speak with you todayI
will as offered put a request in to our office to reimburse you one-months
motorhome payment of $Additionally, I have listed my contact
information below as promised so that you may advise me if any service needs
ariseI look forward to being of assistance on scheduling, and monitoring any
needed repairs in the future.
Have a great Holiday Season,
*** ***
*** * *** ***
Holland Motor Homes/RV Centers
San Marcos/Palm Desert/Santee
***@hollandmotorhomes.com ________________________ I hope that your subsequent communication with *** was completely to your satisfaction and also, please know that our controller has issued a check payable to you in the amount referenced above, and it will be signed and posted to your address today. Please accept my sincere apology, not only for your initial inconvenience but indeed, for the poor follthat we had with you on this matter. It is now clear to me that we erred on several fronts in your case; a delay/neglect in parts ordering, internal and external communication failure, and a new employee training issue among them. I have great trust in *** however, and hope that since you are now directly in contact with him (which I misunderstood earlier), that he will make sure you are accommodated fully, in line with our overall expectations, and hopefully also in the future (to the best of our ability). I wish to reiterate ***'s message and wish you and yours a very happy holiday season. Best regards, *** ***, **Holland Motor Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The damage to the back door was done by the dealer after I signed the papers It was not revealed to me why I was not getting my vehicle until I went to pick the vehicle upThere was no disclosure prior to my finding out by looking at the door and the decals on the vehicle were damaged Only with questioning did I find the truth The toilet base was replaced The problem was not fixed and I called the next day and told *** the problem was not fixed and the toilet did not hold water She said a new one would be forthcoming Not here yet and said she submitted the information to *** and was waiting, and waiting Same thing with the mattress She said if I was not satisfied to call *** myself I did, their response was that they never heard of the need for further work on the toilet and that they only received a picture of the label on the mattress and could not see anything wrong with the mattress *** called me after he left and told me he needed more pictures which I took and emailed to him and later directly to *** I also made a video of the toilet not holding water and sent it to *** There is no reason if my needs were being met, that your service department and you would know these repairs were not completed About the vehicle being new and that supplied proof, no so fast The two men that were here were *** and *** *** They were laughing and joking when I said my vehicle was beautiful They said "yes we could not believe it when I saw this rig coming back on the lot and the new truck he bought to haul it We bought that truck, as a matter of fact that is the truck we delivered the rig with" Sounds like a real story to me and my neighbors The front of the couch and the bent hid a bed frame and the whole in the wall were from the delivery Again not disclosed to me that they crunched my furniture when they closed the slide outs to deliver the vehicle I had to find the whole in the wall, and could not open the hid bed because the frame was twisted, which also damaged the front drawer on the couch This was discussed on of the visits that one the mangled part of the couch with the hid a bed was replaced the drawer could be straightened out *** on visit straitened the wood and frame and still could not fix the drawer on the couchso he said he would have a new one ordered Again, let me stress I have reported everything and been very open with Holland I called in regularly to check on the progress I have been available for visits for them to fix what they have damaged That is what I am asking for and I want the price adjusted for the damages they incurred I also want some real proof this was not a previously sold vehicle, whether the paper work made it to the DMV or not as being sold I do believe it was There were signs of wear and tear, slight but noticeable I made contact with Mr***, prior to my complaint to the Revdex.com and got no response until after I filed I waited weeks You are only blowing words at me to appease your Revdex.com standing or all this would have been done according to fairness and the law Please show me the respect I deserve and get me the all the manuals I should have for the appliances, etcin this vehicle and the paper that tells me all the amenities that this vehicle has and what I paid for You damaged: the back door, the couch drawer, the hide a bed and couch that is in, the wall, you have known for months the unsanitary circumstance of the toilet and have not handled a single problem to completion I do not even have the decals replaced The reason I have any dealings with your company is because I was sold a very unacceptable *** ** by *** ***, and would not stop complaining but then when the slide out leaks, the sunroof leaks, the pan under the shower was cut inches too short and the shower leaked as well as many other ugly problems, I had good reason
Regards,
*** ***

Dear Mr***, After investigating this matter internally, it is my understanding that our Service Manager, *** ***, has communicated with you directly toward a resolution. He conveyed to me that we will be repairing the sewage system at no cost to you, exactly as
requested. We regret that this was an inconvenience to you and apologize that the initial communication of this problem was not escalated to Alan's attention, and that you were thus compelled to report this matter through the Revdex.com forum. However please know that we agree with you completely and now wish only to repair this to your complete satisfaction. If that is not the case, please contact *** *** directly and reference this email to his attention Thanks and regards, *** ***, Vice PresidentHolland Motor Homes

Please see attached. Thank you. [redacted], V.P.Holland Motor HomesDear Ms. [redacted],Thank you for your Revdex.com statements dated 4/10/16 and 4/11/16. We apologize for the mix-upand regret that you chose the words you did to describe this matter. Your vehicle was a “new”vehicle, and was never...

used as a “break area” by our staff. Both statements you made to thecontrary are absolutely false. We regret that someone decided to convey this false idea to yourneighbors and/or to you, for some spiteful reason. It is not true.However your first request is for proof that the vehicle was a new vehicle, and I have attachedfirst, “Exhibit A”, which shows your sales contract, the DMV registration application, and yourvehicle warranty application, all indicating your sale of a new vehicle. It was not sold previously.With regard to repairs required prior to the initial delivery to you, we replaced the damaged rearentrydoor with a brand new door, a repair matter of which you were aware.Next you convey that we did not process the paperwork to remove your traded RV out of yourname. However I have attached “Exhibit B”, a letter we sent to you last week along with the“Vehicle Transfer and Reassignment Form” which we sent to the DMV last year in July 2015.Unfortunately the DMV is not always prompt in their processing, but hopefully our letter (copyattached) provides some help to resolve this matter.You have also indicated that we have not been responsive to your service needs, and that thereare unresolved service issues. With regard to responsiveness, we understand that you do nothave a method to deliver your vehicle to us for service, that you are without a vehicle to tow it toour facility and/or, that you are living in the vehicle full time and thus you are unable to bring thevehicle to us for service. We do not provide routine mobile RV service because most RV serviceissues are difficult to repair in the field. However, in recognition of your situation, our recordsindicate that we made several prior efforts to accommodate you: after the initial delivery of thevehicle to your location (which is 25 miles from our closest service center) we made threeservice calls to your site, all at no expense to you.Regarding your specific unresolved service requests, our service director, [redacted]attempted to reach you by telephone earlier this week, to investigate which service issues remainopen. [redacted] did not reach you directly, but our records show that we are waiting for receipt of apart from the manufacturer (a drawer-front, to be installed at the area of the damaged couch/hidea-bed),and upon receipt of this part, our intention is to make another visit to your location, at ourexpense, to complete this repair (most of which was completed on a prior visit). With regard tothe toilet issue, [redacted]’s telephone call was also to determine if this was still a problem because our records indicate that the toilet was repaired previously. If it is still an issue, we willabsolutely address this matter on our next visit.Finally you mentioned the mattress which, we attempted to replace for you under themanufacturer’s warranty, but this specific warranty request was declined. However we regretthat you are not comfortable and would like to replace the mattress for you at our expense. Wewill thus plan to deliver a new mattress to you when we come to install the couch-front panel.Please know that your manufacturer’s new vehicle warranty is still valid until September of 2016and your extended warranty is for a period of 60 months from the date of purchase (Exhibit Cattached) and so, there is suitable time to make sure that your RV is repaired to your satisfaction.In addition, we know of an excellent mobile RV technician who specializes in travel to distantlocations, and can address your service matters for you. We would be happy to make anintroduction to him if you prefer that route. In any event, our goal is to make things right andcomplete your unresolved service requests, and [redacted] will continue trying to contact you bytelephone to accomplish this goal. [redacted]’s direct phone number is [redacted] and is expectingto hear from you.We apologize again that you have been inconvenienced by these various service requests but asbefore, we will make every effort to accommodate your situation now to the best of our ability,and to make things right.Best regards,[redacted], Vice PresidentHolland Motor Homes

Please see attached.Best regards,[redacted] Holland Motor HomesDear Mr. [redacted],Thank you for your recent message to the Revdex.com regarding the repair needs and parts delays related to your recent purchase of a [redacted]. We regret that you experienced poor communication and ordering...

delays, and that this resulted in a clear inconvenience to you.While we are not always perfect in our ability to provide good service on every occasion, it is important that we strive to do so. We therefore very much appreciate that you took the time to write and describe your experience. Hopefully this example will help us better evaluate our Service and enable a better service offering to you and all of our customers in the future.Subsequent to receipt of your message, I asked our Service Director ([redacted]) to investigate, and I understand that you are now in direct contact with him. He mentioned today that all of your repair items have now been addressed and that he had your coach delivered to the [redacted] dealership for additional work, by your request. Hopefully this resolution is acceptable to you and will resolve at least a portion of this recent nuisance.If you have any questions in the interim, please continue to work with [redacted]; I have asked him to keep me informed and to ensure that you are satisfied in our efforts to resolve your complaints. We look forward to assisting you with your future service needs, and thank you again for your patience and attention.Best regards,[redacted] Holland Motor Homes

Please see attached.Thanks and regards,[redacted]Holland Motor Homes[redacted] May 30, 2015 Dear Mr. & Mrs. [redacted], Thank you for your Revdex.com...

statement dated 5/18/15. We apologize for the mix-up and regret that you chose the words “illegal and shady business” to describe this matter. Our internal investigation points to an error of communication and data entry on our part, however we would never endorse or intentionally mislead, as you suggest by your description of the events. Nothing about this matter was intentional; rather, it is our strong belief that there was an input error at the time of your final contracting, and a communication error after-the-fact. Our sales staff indicated (supported by review of your file) that when you contracted your original deal (March 2014), we were unable to find adequate financing for consummation of the contract. In order to facilitate your purchase, our staff reduced the purchase price substantially, but in so doing, the warranty deductible originally quoted would have to change to a higher amount ($500) in order to accommodate the final purchase. We were told by our sales staff that this was explained to you at the time. However, at the time of completion of your final contract, Mr. [redacted] made an input error and contracted the warranty component incorrectly (at the earlier quoted $100 deductible). Upon later recognition of the error, the correction was communicated to Easy Care in writing (April 2014-copy attached), and claimed to have been communicated to you as well, verbally and in writing, in-line with the concept outlined above regarding the change required to complete your final contract. However, we cannot determine from our files whether you were actually informed in writing at the time of the change, nor whether the correction was explained to you adequately then or indeed, after-the-fact. Mr. [redacted] is no longer employed by our company. Nevertheless, we have no evidence that this was communicated correctly and thus, we agree to meet the deductible request and we will pay for reinstatement of the $100 deductible. Attached also please find a letter to Easy Care, dated today, acknowledging and instructing this change. Please don’t hesitate to contact me if you have additional questions, and we apologize again for this inconvenience. Best regards, [redacted], Vice President Holland Motor Homes

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.  For your reference, details of the offer I reviewed appear below.
I am offended by the tone of your reply, saying only that "...we are not always perfect in our ability to provide good service on every occasion..." (emphasis added) as if your business standard is perfection on every occasion--a ridiculous statement compared to what I was dealing with from your staff.  No acknowledgement of the terrible customer service at both of your locations that I had recent interaction with after purchasing a vehicle from your company for over $90,000--no sharing of information, no attempts to make improvements in the extreme time wasted in completing the acknowledged repairs for my brand new vehicle.  Not only did I not hear from your service advisor, even though I called several times to ask for updates, I did not receive a return call from your "Service Director" for days after my call to him.  No, your reference to not being "perfect...on every occasion" does not accept responsibility for any of the issues involved as the basis for my eventual complaint to the Revdex.com.  There is no apology, no attempt to make up for past errors in the service relationship, no nothing but a statement that your director "mentioned today that all your repair items have now been addressed".  I guess that fixes it.  I am certain that the previously agreed-upon items to repair are not all the necessary repairs that will be needed under the [redacted] warranty so we will  have to work out more issues in the near future, unless [redacted] can direct me elsewhere for good service in the area.
Regards,
[redacted]