Link Ford and RV-Minong

We have been in contact with Mr [redacted] and have worked out an agreement to fix his RV.  As you can see by the string of emails below we are due to pick up his RV sometine in the next week for repairs.Thank youRoy [redacted] COO-------- Forwarded Message -------- Subject: Re: 2016 Crossroads ...

Date: Wed, 11 Jan 2017 14:40:11 -0600 From: Allen [redacted] <[redacted]> To: Don B <[redacted]>  Don, That sounds good. I will send a picture tomorrow of what I am thinking along with the list of warranty concerns. Allen [redacted]  On Jan 11, 2017 2:36 PM, "Don B" <[redacted]> wrote:I am willing to listen  ---   And next week when you get home please email me and I will get a driver down to your location.        Don B        On 1/11/2017 2:32 PM, Allen [redacted] wrote:Don, That sounds good. We are leaving tomorrow for Virginia and will be back next week Wednesday.   I am not sure when exactly you were wanting to send the driver download. I will ensure the camper can be moved safely.I would like to inquire on why Jack Links would need me to sign the hold harmless agreement. I understood why you wanted that with a different repair facility doing the repairs. I want to cause no more needed issues. I would also like to extend an offer that would reduce the repair costs and time, if JLEC is willing to listen. We are not trying to be unreasonable, but we also want a positive resolution to this situation.  Thank You,Allen [redacted]  On Jan 11, 2017 2:24 PM, "Don B" <[redacted]> wrote:Mr [redacted]       A JLEC driver will pick up your unit and take it to Minong for the repairs.  As soon as the roads clear from this snow storm. I will be in touch as soon as we can get a driver. Once the repairs are finished I will pay for your gas to drive to Minong to inspect the repairs and pick up your camper. At that time I will need you to sign a hold harmless agreement stating that you are fully satisfied with the repairs and will no longer hold Jack Links Auto/RV responsible for the damage that was done to your RV.  The warranty issues will still be covered for the remainder of your warranty. Please revisit your list of issues, email them to me 1 more time so that we don't miss any. Thank You      Don B

December 14, 2016       Revdex.com of Wisconsin Attention:  Bradley [redacted] Operations Manager 10019 W. Greenfield Avenue Milwaukee, WI  53214   RE:  Complaint ID#[redacted] filed by Susan [redacted]   Dear Mr. [redacted]   The following is in response your...

letter dated 12/12/2016 regarding complaint ID#[redacted] filed by Ms. Susan L. [redacted].   With respect to the mail Ms. [redacted] is referring to, we do not generate our own mailing lists. The lists we receive are provided by several various third party mail houses across the country and are different with each mailer.   With each mail piece that we do, we send our do not mail list, which consists of a request to the third party mail house to exclude those on the list from receiving our mail.  According to our records, Ms. [redacted] was added to this list, upon receipt of her request in July, 2012.       We‘ve had this process in place for six years, since we realized there was a need to try to suppress unwanted mailings to customers.   In addition, the process is reviewed with all of our employees, so they are prepared and know what to do when we receive these requests.  To streamline and better assist our customers, we have a Customer Relations Manager who is highly trained in Customer Service to handle all of these requests, answer any questions, and explain the process.   On November 2, upon receiving, Ms. [redacted]’ complaint she filed with the Direct Marketing Association (DMA), we reached out to Ms. Lisa Brown [redacted] from DMA Accountability.  We reviewed our processes and procedures with her and, they were deemed as in order.  We responded by email and by mail to Ms. [redacted] on November 7, 2016, as required by the DMA.   On November 16, upon receiving, Ms. [redacted]’ complaint she filed with the Department of Agriculture, Trade, and Consumer Protection (DATCP), we corresponded with Mr. Brian [redacted], Consumer Protection Investigator and reviewed our processes.  We submitted our procedures to Mr. [redacted], and they seem to be in order.   We responded by email and by mail to Ms. [redacted] on November 23, 2016, as required by DATCP.   In both of our responses to Ms. [redacted], I asked her to provide the mail pieces or more information on the mail pieces which she states she received from us and personally offered to speak with her.  The reason the actual mail pieces were requested is to help us to identify which mail piece slipped through our process and made it to her residence.   The only information she has provided to us is a reference to 2 themes that we used in all of our advertising in 2 different months, in not only print, in several other medias.   Up to this point, she has refused to speak with me.     As a further precaution, we reached out to one of the mail houses we use called REBS Marketing.  They are not our media distributor, but one mail house out of several that we’ve used for direct mail.  We reviewed our processes and procedures surrounding the lists that we order and the exclusion of our do not mail list that we submit with each and every mail piece.   Again, after reviewing the process with the owner and his team, the processes seem to be in order.  The only thing we came up with to improve the process was to double –scrub the lists by both name and address, versus a single scrub by either name or address, which includes a manual review of the list.   To prevent consumers from receiving unwanted mail, there are numerous resources available that  the consumer can utilize to have their name and address removed from mailing lists in general, so they not only do not receive our mail, but other unwanted mail as well.  One resource available is the DMA Choice.  It is my understanding that the most effective way of removing your name is to register on line at www.dmachoice.org; however you can also reach the DMA Choice by calling [redacted], ext. 1888, or by mail at Direct Marketing Association, Inc., [redacted].  Again, there is a vast array of resources available; this is one preferred, accredited resource suggested and included in the disclaimer on every piece of direct mail that we do.   It is the consumer’s responsibility to keep this information up to date, including their choices on the types of mail they would like to receive or not receive.   While these precautions are taken by Link Auto & RV Group to prevent customers who wish to be excluded from receiving our mail, it is not something that we can control 100%, due to the fact that we rely on third parties to provide the mailing lists, complete the mail pieces, and ship and deliver them to the consumer.   In addition, there is still margin for human error, computer glitches, and mechanical failure, as well as the laws regarding consumer privacy which prevent us from permanently removing your name and address from these third party lists.     The documentation Ms. [redacted] has requested from us, such as a copy of our do not mail list, correspondence with REBS Marketing, and our internal processes cannot be shared with her as it is private information.  For example, the do not mail list contains numerous other consumer names and information.    It is unfortunate that Ms. [redacted] was a victim of identity theft.  The mailers that we send out are advertisements and do not contain any personal/private information, only a name and/or address, which is public information.  Ms. [redacted] identity theft is not a result of receiving an advertisement mail piece from the Link Auto & RV Group.   Link Auto & RV Group has been in business for almost 60 years.  We strive for 100% customer satisfaction.  Link Auto & RV Group has and will continue to follow and take every precaution to try to ensure that Ms. [redacted] does not receive any mail from our group.  We’ve asked our mail houses to manually check for her name and address in addition to numerous other processes we are currently undertaking to make sure Ms. [redacted] doesn’t receive any mailings from us.  I apologize for any annoyance or hassle this has caused Ms. [redacted].   If you have any questions, please feel free to contact me at [redacted].  Thank you.   Sincerely,       Roy [redacted] Chief Operations Officer Link Auto & RV Group Office:  [redacted] Email: [redacted]   Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Steven [redacted]

Review: My name is [redacted]. Last April my family bought a 2013 Forest River 376 Vengeance Fifth Wheel Toy Hauler Camper (Serial Number: [redacted]). We purchased this from Jack Link RV and Auto in Chippewa Falls, WI.

Immediately upon receiving the camper we noticed that there was a high pitched buzzing noise when the battery was low on the camper. The first Friday in May I called Jack Link's service department and told them we did not think this was appropriate for a $75,000.000 MSRP unit. At that time I also informed them that we had bought the Extended Warranty for the Camper. As explained by the sales man this meant we had 7 years of warranty and that if there were any problems they would come and fix it on site or pick the camper up to be fixed. They agreed and said they would order the part and fix it when the part came in.

About a month went by and no one had contacted us yet. So I called back and talked to the service department again. They claimed they knew nothing about when I called before and were having personal issues in the department. At this time more issues had been discovered. I then gave a list of issues as follows:

1. Original High pitched noise when battery low.

2. Lights in the living room where shorting out.

3. Burnt/Hot spot appeared in the Bathroom wall paneling.

4. No access to the hot water heater shut off / Fuses from the pass-through. The entire panel in the pass-through needed to be taken out to access the equipment underneath.

5. When the remote control would be used to operate the landing gear it would short all the landing gear fuses out.

6. The unit had a 30lb LP tank when the sales man specified a 40lb tank with a gauge would be installed. (There is only 1 LP tank in this model camper.)

7. Multiple side panels on the outside had their bracing come loose from the frame.

I informed them again that we had a warranty for them to come fix it on site or come get the unit. They said they would look into it and get back to me.

By this time it was getting to the last part of June and had not heard from anyone. I called back and talked to [redacted] in the service department. Again he had no idea what I was talking about. Again I gave him the list and said that someone should be coming here to fix it or pick it up. He said that he knew nothing about the extended Warranty and would look into it and call back.

A week later I still had not heard anything from the service department so I called and requested to talk to the General Manager [redacted]. He replied that someone from the service department would call back the same day. No one called. But the next morning [redacted] did.

Finally the second week in July they came to pick up the camper. A week had passed and we heard nothing from them. We called and asked for a status multiple times but got no reply. Finally we called the General Manager [redacted] again and told him we had heard from no one after requesting a status. The next day someone from the service department called and said they had not looked at our camper they were too busy with "Fest" stuff. They would get to it maybe next week.

We gave them another week and then asked for an update. They said," we had fixed your light but have no time to bring your camper back." I asked about all the other stuff on the list and they replied, "I had no idea about all the other items on the list." I then gave them the list again. At that point both [redacted] and [redacted] had talked to the Sales Manager, the General Manager, and the Service manager about the situation. Still nothing seemed to be getting done, but they said they would fix it.

Finally last Thursday of Friday the camper comes back and they said everything was fixed. From the above list I will describe how they fixed each issue.

1. They claimed to replace the inverter/converter. But not where the factory says to use a 20amp fuse there is a 30amp fuse? (photo)

2.They ripped apart the fixture above the island and put a socket from and old camper in it. The socket and bulb are hanging by their wires. The globe of the light is all scratched up and not hanging securely. (photo)

3. Not sure if they actually looked at this, they said they did and now there is a big crack in the wall panel by the GFCI. (photo)

4. Nothing done.

5. Instead of fixing this so it worked they pointed to the button on the outside of the camper and said use that. Why did we pay or the company include the feature in the first place if it was not to be used?

6. Nothing done.

7. Nothing done.Desired Settlement: To remedy this we would request that all the issues above be fixed properly. We however would not like service from this dealership. We would request service for our unit be transferred to another QUALIFIED Forest River Dealership. We would also like the Extended Warranty transferred to another QUALIFIED Forest River Dealership. If this cannot be done we request a full refund for the so called "Extended Warranty " We would request this be done in a timely manner.

Business

Response:

I have contacted the manufacture and asked for a list of authorized warranty repair centers in the Almena Wi area. I will give the list to Mr [redacted] as soon as the manufacture gets it to me. As for the extended warranty, that warranty is good thru out the united states. The issues that Mr [redacted] is having with his RV were not caused by this store and are indeed warranty issues. I am sorry the customer is having problems with his RV and will get a hold of him with a list of warranty locations. Thank you [redacted]

Consumer

Response:

Review: I had a 2 year extended warranty for my 2013 f150 I purchased from link ford in rice lake wi late January early February of 2015. I traded my truck in because I couldnt make the payments anymore when I moved out to beaverton oregon and got myself a 2015 ford fiesta. When I traded it in the salesman said make sure to call and get your extended warranty back "its your money" so I did and granite I was not the easiest to deal with for the fact I had 3 different addresses since june 2015. But..... I still dont have it and I always keep in touch with them and work with them, but now I was told its kn the mail and on the way almost a week ago when im only 3 hours away soo... sick of waiting and its my money, and I want it NOOW..... lolDesired Settlement: Refund, and the full 1800 instead of 1400 because some b.s. hidden fees to process the check back..... 400 more with the back and forth I been through since june 8th.......... is not too much to ask

Business

Response:

Link Ford and RV LLC issued the

first check on 9/9/15 for the amount of 1492.90 to the address that the customer

had given to Link Ford’s finance manager. On 9/11/15 the customer called and

inquired about his refund check and was told it had been mailed out. He wanted to verify that we used the new

address and Link Ford confirmed the address used with him, which said customer

stated he thought was correct. The customer wanted to know how long it would

take to get to Oregon and Link Ford said give it at least a week. The original check that was mailed

on 09/09/15 has never been returned. When Link Ford’s finance manager questioned the status of the check in

the beginning of October, Link Ford’s controller checked to see if the check

had been cashed. Link Ford’s controller

found out the check had not cleared the bank Link Ford agreed to wait since at

that time it had not even been 30 days and the check wasn't yet returned. Now the customer is saying he

never resided at the address that the check was mailed to on 9/9/2015. Link

Ford’s controller stopped payment on the check 10/22/2015 and issued a new

check to the new address provided by said customer. Link Ford is sending the new check through UPS

so that it is able to track. Customer should receive the new check by the

end of the day on Friday, 10/23/15.To address the amount of the

refund: The customer purchased a service

contract on 02/06/2015 with current miles of 20721 on customers 2013 Ford. The customer purchased a 24 months or 24000 mile

service contract. The service contract

was cancelled as of 06/08/2015 with 27891 miles. This is the date and miles said customer

states his 2013 Ford was traded to an automobile dealership. The service contract provider states a

customer may cancel their vehicle service contract at any time and receive reimbursement

for the unused portion.

Review: On July 29, 2013 I purchased a 2010 Chevrolet Malibu from the Rice Lake dealership. I was accompanied with my significant other, [redacted], for the purchase. I had originally intended to buy a Ford Fusion, but was only offered the choice between two vehicles on the lot due to financing restrictions. The salesperson stated that I would be in and out in a very timely fashion; we were there for four hours.

After a successful test drive I was inspecting the vehicle and noticed that the tires, four (4), looked very “weathered” or cracked. The tires were cracking at the point where the tire met the tread. I questioned it because I have never seen tires cracked like that. The salesperson assured me that every vehicle goes through an intensive inspection and the tires were safe to drive on. The vehicle was not cleaned, stains on the seats and steering wheel, and they also tried to sell it to me with the gas tank on empty.

On August 28, 2013, I was pulling out my garage and realized I had a flat tire. I immediately changed the flat and drove it to Zifko Auto Repair, in Ashland, WI. At that point I was told by the mechanics that the “weathering” or cracks caused the flat tire. The mechanics also stated that the cracks on the tires, four (4), were so bad that I should not have been driving on them. They told me that the “weathering” or cracking on the tires would fail any inspection.

I believe that this car didn’t go through an inspection and the sale person, [redacted], put my life in danger. In addition, I believe I could prove that I didn’t cause this “weathering” or cracking since I have owned the car for less than a month. I am lucky that the flat tire occurred in my garage instead of on the highway at speeds of fifty five miles an hour.

I eventually had to pay $772.26 for new tires. I sent a letter to Link Ford stating the problem I had and they will not respond.Desired Settlement: An apology and explanation.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns. After leaving a voicemail for Mr. [redacted] on 9/12/13 I actually spoke to him today 9/19/13. After explaining to Mr. [redacted] our inspection process and apologizing for his inconvenience after purchasing his vehicle. I offered Mr. [redacted] a goodwill gesture of $772.26, which he accepted. Mr. [redacted] was very pleasant to speak with throughout the entire conversation and I look forward to meeting him at his first scheduled maintenance visit. Please advise me if you need additional details.

Fixed Operations Director

Link Ford and RV-Rice Lake Llc.

Consumer

Response:

[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.]

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

We brought our @000 Ford Winstar into Rice Lake WI Link Ford and AV Center to have it examined for a recall. At that time we were also informed and shown by the shop manager, Dave [redacted], himself that our vehicle was in need of immediate lower ball joint replacement and front breaks as he claimed that they were at a serious level of 1 and 2. We had the lower ball joint replaced .He gave us an estimate with was extremely high for the breaks.and could not replace the breaks as it was not in our budget. Later that week we brought our vehicle to Blaine's farm and Fleet for a further examination. There they measured and found that our Breaks were hardly worn. Link Ford and RV of rice Lake's shop manager is creating and falsifying the need for repairs. DO NOT TRUST THE SHOP!