Law Offices of Javier F. Pico, P.C.

April 5, 2018I have checked into this situation with Mr*** and this is what I found.The customer had a problem with their motorhome while traveling, and unfortunately, could not find a dealer to fix the problem in accordance with the procedure for manufacturer's warranty, which requires the
customer to take the unit to an authorized service center where the work to be performed can be authorized for payment to the dealer by the manufacturerOn line of the attached "RV Delivery Acceptance-New Unit", the customers acknowledged by their initials that they had been instructed how to obtain warranty serviceHowever, they used an independent repair facility to perform the needed repairsThis was done in August of In 2018, the customers presented our dealership with the receipt for the repairs, requesting that we access their manufacturer's warranty coverage, and request a reimbursement for the cost of the repairs they had doneWe agreed to request a reimbursement for them, (even though they had clearly failed to follow the required procedure) since the customers felt like they had "extenuating circumstances" due to medical needsIt would not have prudent of us to refuse to submit their request to the manufacturer, because it was clearly not a decision we would make as to whether or not the customers would be reimbursed.Upon receiving the request, the manufacturer requested the transfer switch (broken part) back for inspection so that they could confirm that the transfer switch did indeed need to be replacedThis is in accordance with RV industry standards, and is a request from the manufacturers when we as a dealer ask them to warranty partsAs indicated in their letter to you, they are aware that the parts have been requestedThey have not, to date, however, furnished the part to usThe customer(s) indicated by their initials on line of the form referenced above that they understand that all warranty on the RV comes from the manufacturer and not Ron Hoover RV and Marine.We will continue to pursue reimbursement in the customers behalf when we receive the parts as requested by the manufacturerIt will be the decision of the manufacturer at that point as to whether or not they will reimburse the customer.Please advise me if I can be of further assistance to you in this matter.Regards:Corporate Project Specialist

Ron Hoover RV & Marine Centers*** *** ***
*** *** ** ***
***Fax ***,This customer came to us to install a new entry door for her motorhome and tow bar/baseplate/wiring on tow vehicleShe came and picked up the Rv, then days later brought Rv back
and complained on a few issues with the doorFirst twas wear marks on the inside frame of the doorTold customer that these were wear marks from opening and closing door and showed her multiple other brand new units that have the same type of marks ( see attached picture for wear that I am speaking on)She also pointed out a couple scratches at the bottom of the door trim that might have rubbed on the crate from shippingWe did not notice this until she pointed it out and we did offer to take care of itShe also had some fading and cracked screw cover around her door and blamed us for breaking itThis was something that we also offered to take care even though we were not sure if it was a direct result of our laborSo after the customer points out everything, we ask er to leave the motorhome with us to get everything fixedShe said we were too incompetent and would probably screw her motor home up even more and took offThe following week I called twice to resolve her issues and could not get through or leave messagePhone just said customer was not accepting calls at this timeI have not tried to call since.*** ***, Service ManagerRon Hoover Rv & Marine Corpus Christiwww.ronhooverrv.com www.ronhoovermarine.com

I have contacted Mr *** and spoken to him regarding his concernsI offered to have him come back in and he declinedWe have resolve the complaint

Revdex.com:.
We called the dealer for Ron hover in San Antonio, TX to attempt getting repair done at one of there authorized places.  were told no one was open because of the hurricane, and the person who did the repair was referred to us by the Ron Hoover employee.  [redacted]

We have addressed all of there issues. The biggest complaint was on the refrigerator. Unfortunately it seemed to work fine for us at our property and it was hard for us to duplicate the issue.  We went through all repairs with the customer and they seem to be satisfied. After working through...

the issues with the customer we realized that their driveway at home is fairly un level. A RV refrigerator is designed to be operated on a pretty level surface. It will take much longer to cool on an unlevel surface. We went through this operation with the customer. At this time we feel this was the root of the problem. I have since reached out to the customer to see if this is still the case. I am awaiting their response.  [redacted]Vice President of Parts & Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Tell us why here... I have done an investigation regarding this complaint. I understand Mr. [redacted] originally called and spoke with [redacted] and discussed the Cougar they purchased. [redacted] gave them the selling price which included the hitch. Mr. [redacted] was not happy with the sales price and...

counter offered to buy the unit at a lower price which we agreed to but explained to Mr. [redacted] that his price could not include the hitch. He agreed to purchase the unit without the hitch being included.We offer for sale an extended service contract thru the finance office but Mr. [redacted] declined the offer. Mr. Sundlein arrived to pick up his unit on October 21. St that time he spent over 2 hours with Rich Baroni from our service department in the “class” as he called it. We refer to it as a walk thru explaining the workings of the coach. Approximately one hour after Mr. [redacted] arrived his son came to the store. The customer stated we did not supply him with cords or accessories. We supplied them with all the items they were promised including Toilet tissue, a water regulator, TST blue shingles 8 pack (chemicals for the septic system), a 25” RV water hose, a Rhinoflex sewer hose kit, a water filter with flex hose, and a power grip dogbone (electrical adaptor to hook up the power cord which is attached to the unit. On the day of deliver Mr. Sunlein purchased a goose neck adaptor for the Cougars in order to pull it home. Attached is the Used unit purchase disclaimer of warranty and the used unit acceptance that Mr. [redacted] signed the day of delivery. I understand his son lives in Austin and the [redacted]s are moving to Boerne. No one at our store realized Me [redacted] had any medical issues. We are an honest business that treats our customers with respect and fairness.