Law Office of Dennis E. McHugh

Initial Business Response / [redacted] (1000, 10, 2015/11/24) */ Good Morning [redacted] , Jim S [redacted] our General Sales Manager has forwarded me the complaint for Mr and Mrs [redacted] I have been in touch with our parts manager who has been back and forth with [redacted] the manufacturer for the [redacted] 's unit [redacted] has informed us that a touch pad remote is not an option for their unit so therefore they are not even able to give us a quote for what one would costWhat we can do for the customer is give them a $parts and service creditI hope this will give us resolution to this complaint Please do not hesitate to contact me should you have any further questions Kindest Regards, Nicole M [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dealer has not provided me a copy of an unaltered build sheet(i.eone with pricing) for a [redacted] 5th wheelI know these (build sheets with pricing) exist as the [redacted] rep who was at the Edmonton RV show filled one out while we were speaking to him and it had the pricing of EVERY accessory on the build sheet, including the touch screen remote control which they claim was never an optionI have also recently checked the [redacted] website and they have yet to remove this option from the website, even though this discrepancy was pointed out to them in JulyOne would think when an error is pointed out like this, they would want to quickly correct the error

Complaint: ***
I am rejecting this response because:How does the business know the cost of the repair to the couch if they have no record of it? We have never had it looked at or an estimate for cost to repair by any other business? The couch has only been seen by this business that has previously indicated that they have no record of it
Sincerely,
*** ***

Revdex.com complaint # #***, ***
*** February 17, 2017 It is an unfortunate situation and we do not want to get into a “he said she said” type of scenario however we would like to add that according to my understanding there is nothing in writing regarding that the previous Service Manager would perform certain warranty work that the *** *** * *** indicate in their complaint, namely “New service manager states that not all deficiencies were noted in the previous managers records.” From my understanding the current Service Manager has sent an email to the *** indicating that they are fixing/repairing/replacing the rear hide a screen and the stove wall covering (back splash) under warranty. He also indicated that the part for the repair of the stove wall covering was misplaced and we had to order another one of which will not arrive for approximately a month. We will notify the customer when the part arrives so that we can have the *** bring in their unit for the warranty work done on the aforementioned items indicated above. As a good faith gesture and no admission of any wrong doing, Vision RV is willing to split the cost for the repair work on the couch. To my understanding the cost would approximate $and thus we would split this cost with the *** to have the repair work done. We look forward to resolving this matter to the satisfaction of all parties. We await your response

In response to Mr *** claim please be advised the service Manager is myself Kevin not JimMr *** purchased a unit so as to be expected the unit would have exterior markings which are not covered by warrantyThe gaps he’s referring to in the sliders we use a foam seal to cover
which unfortunately at time of delivery we were out of stockI offer to install but Mr *** said no problem he could install himself if we sent them to himIn regards to his comment that all sliders leak I was referring to when it rains on returning the sliders to their closed position water often is trapped in the seals and enters the trailerI was advising him that it is not uncommon to find water in the trailer after a long journey due to thisOn returning to Saskatoon his spare tire let go damaging the wiring harness which in turn prevented the slider from operating properlyI’m not sure about the Jim conversation with *** as it was I who contacted *** to find out what was happening once Mr Elliott had informed me of his problemsWe advised Mr *** that his problems should be covered by warranty and that I had spoken to the factory about themIt was at this point he was demanding that we covered his expenses to take his unit in for warranty coverageI explained to Mr *** that we are not liable for manufacturer defects and they have no reimbursement policy in place regarding warranty coverageIf he required compensation, he was to take the matter up with the manufacturer

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***It sounds like your charging for more then just a handling fee, what was explained to me by the service manager was because they don't have a large enough storage facility they have to transport my trailer from one lot to another while it's not being worked onI feel if I have taken my time to make a reservation and I dropped my trailer off at the location where the repairs are to be done and dropped off on time I should not have to pay for this transportation feeAlso you don't pay for a handling fees when you take your car in for warranty you don't pay for handling fees when you take your computer in for warranty because it's warranty work and warranty covers thisIf your not making enough money to cover the warranty repairs then you should be taking this extra charge up with the manufacture to cover your time while performing warranty work not the customer as your the only dealership in Edmonton applying this chargeI will be looking into if it's even legal to charge such a fee for warranty work

handling charges are at the rate of $ 150.00.this was explained to customer..manufacvturere does not cover handling charges by dealer.for example:2 trained technicians hook up trailer and proceed totransport to service bay.Take out blockers on wheels. close slides if applicable, and drive...

trailer into service bay.. when backed into service bay, block wheels, secure unit, plug in unit,to power and water, open slides, turn on all electricity, do a complete walk around inside and outside and then commence repairs.nobody works for free.Tell us why here...

Initial Business Response /* (1000, 6, 2016/04/27) */
As per our discussion this morning. I have been in touch with MR [redacted].HIS UNIT IS GETTING REPAIRED AT PRESENT. HE IS EXPECTED TO PICK THIS UNIT ON THE 05/08/2016.
THANK YOU.
Initial Consumer Rebuttal /* (2000, 8, 2016/04/28) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
I think Vision RV finally understands how hard and difficult this has been for us. Considering their service department is not open on Sunday (which is also Mothers Day) and we work Monday, we will be arriving on Friday May 6th in the morning to hopefully pickup our fully fixed camper without any other damages to it. (Unless they are making special arrangements to meet us on the weekend). We hope the warrantied items will be taken care of as well, as the camper has been in their care for most of the duration of the warranty time!
If we are not fully satisfied, we will be back in contact.
Thank you for your time.

*
[redacted]
[redacted]
[redacted]
[redacted] I would like to start off by apologizing for the mix-up in names. Jim is the sales manager and Kevin being the service manager.We do realize that the unit we purchased was a 2015, but this unit is supposed to be new. The thing that we are trying to say is that the service we have received From Visions RV up until now has been very unsatisfactory. When a consumer pays out this amount of money on something that is supposed to bring fun and joy to a family, only to have the issues with the trailer we have it is very upsetting. The lack of response received upon finally getting a hold of Visions RV was frustrating and was the reason for reaching out to the Saskatoon dealer for [redacted]. Yes we did say that we would install the foam blocks for the slide as we were told it was a very simple installation and would save us the six hour drive up to Edmonton and another six hours home. On our initial walk through which wasn’t much of a walk through we were more or less told that we had just bought a $40 000 trailer that would break in different ways within the first month of bringing it home. The damage to the wiring harness is not due to the malfunction of spare tire holder and as we have found out from the Saskatoon dealer has nothing to do with the bedroom slide not operating. These are three different issues as well as a list of other stuff that we have received back from the Saskatoon Dealer. Saskatoon has sent the list of issues to [redacted] and have been authorized to fix and will be reimbursed for work up to the job code allowances. This is where most of our issues now lay. We have been informed that some of the issues will take longer to fix than the job codes allow. We feel that we should not have to pay out of pocket for issues to be fixed that are warranty on a new trailer that we have only been able to use once since picking it up May 5, 2017. We have been informed that the difference could be up to $2000.00(max amount could be less). Not to forget our inability to use this unit for the last 2 months. All we want is to have our trailer fixed to the point that it should have been as a NEW trailer, and not to have to pay any out of pocket expenses. We have found a [redacted] dealer who has earned our trust and committed to fixing the issues with our trailer. Unfortunately this is not Visions RV. [redacted]

Initial Business Response /* (1000, 5, 2016/05/19) */
[redacted]
Thank you for giving the opportunity to explain
what I know about this customer. I am the new service manger at Vision Rv, service department.
This customer called me two weeks ago demanding to pay back the money they paid...

for services that we provided requested by them.Weperformed a mouse protection backage designed to keep the mice out.According to the customer they found a mice in the unit. I told the customer the extended warranty company provides a one year warranty. They were here last week and the unit was re sprayed in their presensce.I believe there is a gap when the slides are open which will give room for mice to enter the unit.The customer was shown another unit,which was worse than the unit she has.The $250.00 she paid us to clean the unit inside which was done to perfection.The reason for the dust to be in is because of the gap from the slides.Please feel call to discuss this matter further.Our telephone no is [redacted]
Thank you.
vj
Initial Consumer Rebuttal /* (3000, 7, 2016/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted].1) we took our RV in to fix the gaps in the slides when closed NOT open as he claims. This was last fall- As on record... Our concerns were that mice could enter over the winter months because of this.
2) Because of their lack of enthusiasm to fix the problem last fall, as suspected we got mice. NOT ONE MOUSE as the manager claims but THREE mice after they had so-called sprayed the mouse deterant and cleaned out our RV to protect from dangerous hantavirus (creates pulmonary issues) spread by mouse droppings NOT because of dust as he claims. [redacted] A FOURTH mouse was caught days later again. 3) they re-sprayed as I explained, however a thorough cleaning must now be done a second time. because vision RV failed to fix the problem the first time. They refuse to return our money for a job not done. [redacted]
Final Business Response /* (4000, 18, 2016/06/10) */
I am more than willing to look into the issue of the gap. The unit has to stay with me for two days. They can let me know a time convenient for them.
Thank you.

vj

Final Consumer Response /* (4200, 20, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Vision RV has had numerous occasions to look at the gap in the slides and failed to do anything about it then, so our response is no. Last time they said they needed our fifth wheel for a couple days to complete the work order and then ended up keeping it for over two weeks because they were short staffed to have anyone fix it. That defeats the purpose of having an appointment. Again our response is no. They have had ample opportunity to rectify things and haven't. We will take our business elsewhere, just refund our money that was wasted. Let's not lose sight of the issue... we still had filth from mice after we paid for services to clean it, and we still got mice after we paid for services to deter them from entering the unit. It's pretty straight forward.
[redacted]

Initial Business Response /* (1000, 10, 2015/11/24) */
Good Morning [redacted],


Jim S[redacted] our General Sales Manager has forwarded me the complaint for Mr and Mrs [redacted]. I have been in touch with our parts manager who has been back and forth with [redacted] the manufacturer for the [redacted]'s...

unit. [redacted] has informed us that a touch pad remote is not an option for their unit so therefore they are not even able to give us a quote for what one would cost. What we can do for the customer is give them a $350.00 parts and service credit. I hope this will give us resolution to this complaint.

Please do not hesitate to contact me should you have any further questions.



Kindest Regards,
Nicole M[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealer has not provided me a copy of an unaltered build sheet(i.e. one with pricing) for a [redacted] 5th wheel. I know these (build sheets with pricing) exist as the [redacted] rep who was at the Edmonton RV show filled one out while we were speaking to him and it had the pricing of EVERY accessory on the build sheet, including the touch screen remote control which they claim was never an option. I have also recently checked the [redacted] website and they have yet to remove this option from the website, even though this discrepancy was pointed out to them in July. One would think when an error is pointed out like this, they would want to quickly correct the error.