McGeorges Rolling Hills RV

Review: Our letter to McGeorge's which is being mailed certified mail tomorrow with attachments. We will also mail a copy to your office:

"We are writing this letter after multiple attempts at trying to resolve countless issues at McGeorge’s Rolling Hills RV. We have been dealing with your Finance Department and your Service/Parts Department.

We received phone calls and the attached email on 1/7/14 ([redacted]) from [redacted] in your Service Department telling us that we needed to make our appointment because all of our parts had arrived (bedroom doors and jambs for replacement and faucet sprayer). My husband called McGeorge’s Service Department and spoke with [redacted] was on vacation skiing) to schedule the appointment. [redacted] told [redacted] to bring it up on Sunday, 1/12/14 for early bird drop-off and it would go into the shop on Monday morning, 1/13/14.

We arrived at McGeorge’s on Sunday afternoon, 1/12/14 and filled out the envelope for drop-off and enclosed the keys. We drove our car up so that we would have transportation – [redacted] previously said the repairs would take a few days. We came in Monday morning, 1/13/14, at approximately 8:30 a.m. and [redacted], who was just back from vacation, had no record of our appointment. We told him about our envelope and key and that we had spoken with [redacted]; first he had [redacted] go and check the drop box at that time – she brought the envelope in and handed it to [redacted] then appeared behind the Service Desk and [redacted] asked him about our appointment. He replied flippantly “I don’t remember. I may or may not have talked to him. I talk to 100 people a day.” Our motorhome went in sometime that afternoon and was released to us on Tuesday, 1/14/15. While we were trying to check in Monday, 1/13/14, the Service [redacted] was walking around and loudly talking about how a white board needed to be mounted in his office and how he didn’t have enough room on his wall. He never stepped forward to be a [redacted] and see if he could help our situation in any way.

After we picked up the RV and left your lot, [redacted] decided we needed to put the slides out to check things out. Our trust in McGeorge’s had been dissipating for some time. Immediately he noticed that only one door jamb had been replaced - because it was not the correct color (it was Chocolate and our interior is Chestnut). We then had to stay an extra night through 1/15/14 because it was past 5:00 p.m. – McGeorge’s was closed - we had to return to McGeorge’s the next morning to ask [redacted] why only a mismatched door jamb was installed instead of the full door set mentioned and billed to [redacted] on Work Order [redacted] (I[redacted]). I typed an email to [redacted] in Service the evening of Tuesday, 1/14/14 to alert him of this (Item #3). The technician had left the original broken doors and other original jamb in place. The morning of the 15th, [redacted] investigated and told us that only one door and one jamb was in the box that the Parts Department had ordered. He also said he reprimanded the technician for not bringing this obvious mistake to his attention. He said “we screwed up” when he saw it with his own eyes. We were told that all parts were in and to make the appointment. This appointment turned out to be a waste of time and money for us, which is why we are asking for payment for our hotel, gas, meals, and putting air in our tires, adding up to $554.31.

During this same visit, McGeorge’s Service Department thought that an issue with the washer/dryer unit could be contributing to the damp carpet in Zone 2 of our 2012 [redacted] Southwind. On your Work Order #59508, EJOB 7 line item (Item #4), it says “Review: inspect carpet damage from water leak. Advise. Standing water under TV area. Appears to come from washing machine area. Cause: slide lock out at the rear by washer has gaps to the exterior. Water flow down the wall to the floor. Correction: inspect and run washer. No issue. Gap at the rear slide out lock, open hole to exterior. Factory seal failed. Clean and remove old caulk. Reapply silicone to lock assembly. Apply to factory weather (whether) carpet should be replaced or cleaned. Customer prefers replacement.” We arrived home on Wednesday, January 15th, 2014. We started up the dryer to see if it was running properly but instead of the steam coming out the proper vent, it was coming out up near the top corner of the slide. We notified [redacted] Schier in your Service Department and his reply was to “swing by” so they could take a look at it, knowing that we live 2 ½ hours away (Item #5). We investigated the situation inside the cabinet where the washer/dryer sits and discovered that the dryer vent tubing was not hooked up to anything; it was dangling behind the unit. There was no clamp anywhere and the tubing had a tear in it. I am attaching a receipt from Home Depot showing where and when we had to purchase the clamp and dryer hose (Item #6). Why wasn’t this discovered and fixed by McGeorge’s, even during previous service or delivery of the motorhome to us? We are asking to be reimbursed for the parts we needed to do the repair that you should have done when inspecting the washer/dryer – in the amount of $17.41.

Going back to October 11, 2013, our first major “uh-oh” moment with the RV was when we moved out of our apartment into the RV on October 11, 2013. We were unable to get the bedroom slideout back in on the passenger side. We called Easy Care, the Service Contract that we purchased for $2908.00 at the time of the motorhome purchase. Easy Care sent out a guy named [redacted] from [redacted] (McGeorge’s and [redacted] were both closed – after hours). We were told by [redacted] that he was going to “pad” the charges so he could cover our hotel bill. We said “NO, that is fraud; we don’t need any trouble like that”. Also, [redacted] mentioned that he was charging for time on the phone with the manufacturer, traveling time and not being able to find the only motorhome in the area for an hour, and then bringing a second worker with him to install the part, who sat around and handed him tools. After 10 days in a hotel room, paying for our stay, meals, laundry, and extra gas, our RV sat in the apartment parking lot and we experienced a lot of stress from the fact that we could be towed at any moment. We had to beg the apartment complex every day to allow us to stay in their parking lot. The repair was made and we had to pay $1250.00 out of pocket to [redacted] instead of paying the $100 deductible and Easy Care taking care of the rest, per [redacted], your Business [redacted]. Since then, we have been patiently waiting for a resolution to this bill we incurred from Easy Care Roadside Assistance and [redacted], Business [redacted] at McGeorge’s. The last time I spoke with [redacted], I had to again make the phone call to see where we were with his investigation into Easy Care’s sub-par service. He said that his “rep friend” said that we agreed to accept $375.00 minus the $100.00 deductible for the claim. I know [redacted] is a smarter man than this and I said to him, “[redacted], who would accept $275 on an out-of-pocket charge of $1250, especially when you told us that we should have only paid a $100 deductible?” He had received my husband’s email with the attachment (Item #7) and said he was going to forward that to his Easy Care Rep (friend). There is still no word on whether we will be treated fairly in this mess. We would like payment in the amount of $975 – the difference between what we were billed by Easy Care’s repair company and the amount that Easy Care paid us, which [redacted] said was wrong.

At this time, we are requesting a COMPLETE REFUND of $2908.00 for the cost of the Easy Care coverage we purchased. It should not be pro-rated because it has not done what was promised. Also, we have attached all the charges we incurred (hotel, meals, laundry and extra gas) while we had to deal with this repair company sent out by Easy Care Roadside Assistance (Item #8). Please reimburse us for $1644.78 for this major inconvenience that was caused by your endorsed service contract that has been a nightmare to navigate.

Last but not least, attached is a bill for $254.29 for the replacement of the two batteries underneath the first step of the motorhome that should have been replaced before selling us the motorhome. [redacted] RV Specialist said the motorhome sat on the lot for quite a while and the customer service person at Battery Outlet said that those particular types of batteries were supposed to be changed every year (Item #9).

Not only have we both missed many days of work/income, but we had to pay a very large amount of money TRYING to work with your various Departments in getting all of this taken care of. We tried to be patient and friendly and not write letters to the President and General Sales [redacted]. We hoped for the best but you did not deliver. On top of that, your people had the nerve to be condescending when speaking with us about the repairs. We honestly feel that McGeorge’s was just dragging things out until our warranty ran out.

At this point, we feel we have no other choice in these matters but to contact the Revdex.com.

[redacted] and [redacted]Desired Settlement: Please see "Tell us About Your Problem"

Business

Response:

Review: We originally bought our camper May 1, 2014 at [redacted] (exit 89, interstate 95). We were looking for a particular floor plan. We found what we were looking for, but there was water lying in the two back window sills (on both sides of entertainment center). Otherwise, the camper looked to be in good condition. We were assured that the windows would be fixed and the camper would be ready when we came to take delivery.

We picked up our camper on May 10, 2014. During our walk around the camper, learning how things worked and accepting our camper, we noted multiple discrepancies. When putting in the kitchen slide, the rear trailing edge protruded out too far from side of camper; thus not providing a water tight seal. The mechanics there had to crawl underneath to make some adjustments in order to bring in that back edge, so that it would make a seal. There were discrepancies noted at that time and the minor ones were fixed. It was also agreed that other discrepancies would be fixed at a later date. These discrepancies included:

1. Dining table had to be relocated; wouldn’t rotate without hitting the wall

2. Chairs and sofa need fabric repair

3. Multiple external surface decals defaced

4. LED awning lights not working

5. Driver side compartment 2 scratched

6. Passenger side pass-through compartment has large gap at bottom edge

7. Black molding around refrigerator bowing

We thought our camper should have been better prepared and cleaned; especially when they knew we were coming to get it.

[redacted] The first time in shop (1 Aug – 19 Oct 2014; 80 days). We took our camper back to McGeorge’s in VA to take care of issues initially noted and additional issues – we have a copy of claim/repairs.

1. Rear side windows still leak, window sills fill up with water. They replaced with same type windows.

2. Kitchen linoleum flooring torn by kitchen slide while retracting back in. Fixed

3. Chairs and sofa need fabric repair. Fixed

4. Dining table had to be relocated; wouldn’t rotate without hitting the wall. Fixed

5. Mold in left forward storage area (water leaking into compartment), under bedroom slide. Mold cleaned up

6. Grey tank #2 handle to drain would not fully seat; liquid leaking. Fixed

7. Several decals torn. Partially fixed

8. LED lights under awning not working. Fixed

9. Passenger side storage compartment door has big gap at bottom edge. Fixed

It should be noted that after looking over the repairs, I told Kevin McGeorge how dissatisfied we were with their service. I informed him that we would not take it back to them again. (One of the brand new widows had a screw protruding through bottom sill.)

[redacted] The second time in shop (17 Apr – 20 Jul 2015; 95 days). Took RV to [redacted] RV Service, New Bern, NC

1. Water damage on bottom edge of outer wall of bedroom slide (Plywood flooring rotting). Fixed

2. Rear side windows leaking again, replaced with same type widows except with weep holes on bottom. Fixed

3. Mold in driver side forward storage compartment (again). Still open

4. Top outer seal on kitchen slide torn. Fixed

5. Driver side decal messed up. Wrong decal received

6. Passenger side forward tire has slow leak. Fixed

7. Refrigerator top panel has split. Panel was sent but was damaged

8. Damaged night stand, found upon fixing bedroom slide

As far as we know, the claim ticket with [redacted] RV Service is still open for items still in work/parts on order. We have noticed a “very” slow delivery of parts to [redacted] RV Service from Heartland and initially to McGeorge’s. We’re still waiting on a new night stand, a decal and a refrigerator door (wood piece).

Per our camping journal/tracker, we have camped only 30 days in our camper; it has been in for service 175 days. It recently was in for an estimate to have damage fixed that was sustained from 2 blown tires on the left side. The tires only had 2677 miles on them (separate issue?).

When we took the camper in this last time (20 Aug 2015) for an estimate from the tire damage, [redacted] (owner) noticed that there seemed to be a lot of delamination of the external surfaces over a good portion of the camper. He mentioned that he wanted to talk directly with the manufacturer (Mr. [redacted], service representative) to see what they wanted to do about it. [redacted] suggested that the camper be taken to the manufacture to be fixed in the factory. I spoke with and was told later by Mr. Mike Rogers (Heartland claims section) on Oct 6, 2015 that they don’t have the facilities to make those repairs.

Keep in mind that we’re paying for this camper while we’re unable to use it; not counting the multiple camping opportunities with family and friends that we have missed. Also during these times in the shop there was no mention of compensation…as if we should be happy that it’s being fixed under warranty. We are wondering what Heartland is going to do about this. We have paid too much for this camper to see it sit for months in a repair facility fixing issues.Desired Settlement: We are considering two options: 1. We get a new same type camper or, 2. Refund of money, keeping in mind we had traded in a camper we had no issues for 5 years.

Business

Response:

To the Revdex.com, I looked at the history of this RV in our service dept. The RV has not been in our shop for over a year and it has been out of factory warranty for about the same amount of time, so I can not comment on what type of wear and tear it has had during that time. RV's are designed to be used and scratches can happen anytime a unit is moved in and out of a wooded area and something catches a decal. We have worked with the manufacture to get all that was in our control repaired. I do not know why the slide room brackets bent after a few months as I was not present. None of the issues other than the slide tearing the floor would have stopped the RV from being used while it was awaiting parts. I would also say the manufacture realized after construction that the windows needed to be of the type with weep holes at the bottom due to a condensation build up as we could not find a leak after two times resealing the window and they replaced them. As for its current state we have no way of assessing this as the unit has not been in our service center for over a year. I do know that tires can blow out at anytime due to a multitude of conditions so mileage on them has no bearing.I would be willing to look at the slide and if it was due to a factory issue with the windows I would be more than willing to work with the customer and the manufacture to repair. I can not control the speed at which parts are shipped or available to us or any other dealer and I don't believe any dealer can as the customer has seen. We want them camping just has much as they can and while not everything will always work out the way we want we do the best we can to facilitate the customers service needs and will continue to do that for our customers as long as we can. I can offer no other resolution at this time other to say we will work with the customer to try and solve any further issues they may have. Sincerely,[redacted]GSM McGeorge RV

Consumer

Response:

I have reviewed the offer and/or 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.

There was nothing provided in a sense of resolving the issue. Just say I wish there was a LEMON LAW that covered RV's! This dealership is showing no responsibility toward us, the consumer over the quality of the product they sell. We feel if things were fixed right the first time (windows/decal) some of these issues would no longer be a problem. Windows weep hole were mentioned to the manufacturer by our new service rep, not the manufacturers or your service reps. Let it be known that we had set an appt. to bring our RV in for repairs since we live in North Carolina, 269 miles away (538 round trip) and the service dept. knew the nature of repairs needed especially in reference to the damaged floor caused by the slide. Parts could have been ordered before hand. It wouldn't make sense to take it up there to figure out what parts would be needed and to bring the camper home - unable to use it anyway since the slide would scrape the floor. Now the sides of the camper are showing severe signs of delamination! Resale value of the camper just went out the window. This camper is less than two years old and should not be having these issues. That is why we either want a new camper to replace this one or our money back. We take care of our property, so why make comments about current state of our camper. We had to find a closer service center to help us fix issues because McGeorge's couldn't. If we would have known that we would have been treated this way, through poor service and the attitude of not caring for the customer, we wouldn't have bought this camper at McGeorge's.

Regards,

Business

Response:

Revdex.com spoke with Mr. [redacted] from the business. If the customer's coach is still until the extended easy care warranty whatever is covered under those terms would be covered. The business has not seen this coach in a year but the customer can bring the coach back into this business, or any dealer that services easy care warranty to be serviced. They are more than welcome to make an appointment to being it by to be looked at and go forward from there.

Consumer

Response:

I have reviewed the offer and/or 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.

This camper has already spent too much time in repair facilities. Too many issues noted with this camper, and now delamination. Which I don't think is covered under the extended care. This camper had water leaks from the initial time we bought it and was not fixed under McGeorge's care.

Regards,

Exceptional customer service from everyone we dealt with (from salesman, to finance/warrant rep, on down to lounge area receptionist)!!!

Review: On a Saturday while at a RV show in Richmond Va, we talked to the above dealership ([redacted]) about trading an RV. Initially they wanted a $5000 down payment which we refused. We told [redacted] that the figures he came up with we could not afford the monthly payment nor the down payment they were requesting. He told us we would have to give them some money to be able to go any further with the process. At this time we were walking out, he ask for $1000 down payment, he would try to get us more for our trade and lower the down payment. He left to talk to his manager, came back with figures that we told him we still could not pay. He advised us he would try to work out a deal on Monday when he got back to the dealership. [redacted] continued multiple times to state that they were not in the business of keeping people's money. He would give us the down payment back if the deal didn't go thru. That was one of the only reasons we agreed to the $1000 down payment. When we finally did sign the contract, there was nothing on the front that stated the down payment would not be returned. He told us the only way to proceed with this would be to sign the contract to show the dealership that we were interested. We were also told the camper weighed 2500 lbs less than what we already had, but in doing research when we got home it only weighs 1000 lbs less. Once getting home and researching this business on the internet we discovered they have done this to other people also. We called the dealership on Monday to advise them we would not be able to purchase the camper as it was more than we could afford. We located on the contract the seller or purchaser may void this contract within 3 calendar days. When we advised [redacted] of this, he told me we would not get our money back and hung up on me.Desired Settlement: We just saw a news program on our local news where this same issue came up. It stated that there was a law in Virginia, with a 3 day notice that you could cancel an agreement with no penalties. We would just like for the company to refund our money back as that is what Mr Banks told us they were going to do. Also the front of their contract states the same.

Business

Response:

We responded to the customer on this last year when he went to the credit card company and tried to cancel his deposit. Here is our response to that and our postion has not changed.

0n 2/9/2013 [redacted] signed an agreement to order a [redacted] toy hauler from McGeorge RV. The contract was signed and dated on the 9th of February and along with it was signed a plain english form stating that this sale is final.
[redacted] then sated he wanted to renegotiate the deal a few days later and when we where unwilling to do so he stated he had already canceled his deposit with the credit card company and he felt the deal was finished. As we pointed out at that time that we had a signed contract with no stipulations that both partys agreed to and while we would not enforce the purchase we where as stated clearly in the contract keeping the down payment made.

I have [redacted] the docs we sent to the credit card company when the original compalint was filed as well. It contains the docs that the cust says show a 3 day right to cancel and as you can see this is not tru.

If any other docs are needed or further questions please let me know.

Thank you,

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

March 26, 2013

Account number ending In [redacted] Case number[redacted]
We talked to [redacted], a salesperson, with McGregor's Rolling Hills on February 9, 2013 at a camping show In [redacted]. In talking he initially wanted a $5000 down payment which we refused. We had been in discussions for quite a while up to this point. We had told him the figures that they came up with we couldn't afford to pay that much of a monthly payment along with the rest of the down payment that they wanted to make this deal work. When we refused, he told us that we would have to give them something to be able to go forward with the process. We were walking out at this time, when he talked us into giving them the $1000 down payment, he was going to try to get us more for our trade and get our payments down. He then came back from talking with his manager, gave us the figures and we again told him that this was not something that we could afford to make the payments on. He told us he would try to work out a deal on Monday when he got back to the dealership, to get us more money for our trade.
While at the show on Saturday, [redacted] continued multiple times to state that they were not in the business of keeping people's money. He would give us the down payment back if the deal didn't go thru. This was another one of the reasons that we went ahead with the down payment. We had told him we didn't have this kind of money just to give away if we couldn't work out the deal and he again stated that they would not keep the down payment If we could not work out the deal.
When we finally did sign the contract, there was nothing on the front that stated that the down payment would not be returned. He told us the only way to proceed with this to see if he could get us more money for our trade, we would have to sign the contract to show his dealership that we were interested. He never told us there was a back side to the contract. We noticed the back side of the contract when we got home. We were also never given a copy of the "Notice". Again we were told not to worry about signing this as they did not keep your down payment.
The representative for [redacted], the maker of the camper, "[redacted]" was there with us during this conversation. He told us the camper weighed 2500 Ibs less than the camper we have now. When we got home and researched this, it was only 1000 Ibs less. We never spoke to any other representative from McGregor's other than [redacted] who is a salesperson. He would continue to leave and then come back, as we were having this discussion in a camping trailer. We had gone off his word as he was the only person we ever talked to. If McGregor's doesn't want the salesperson making these kinds of statements, then the customer should be able to speak with someone from the management team that can tell them the truth. I believe we were misled. Once getting home and checking the dealership on the internet, they have done this same kind of thing to numerous other people.
When he called my husband on Monday, he gave us the same figures and said that they couldn't get us any more money for our trade. My husband again told him this was something that we could not afford (monthly payments). As we located on the contract, the seller or purchaser may void this contract within 3 calendar days after notice. We did tell him we were contacting the credit card company to dispute the charge. [redacted] then stated, "You won't get your down payment back" and hung up on my husband.
I would appreciate you considering this information that I have provided to you.
If you need anything further, please do not hesitate to contact me.
Thanks in advance,

Review: I am an Active Duty Petty Officer in the United States Navy.

In July 2014, my wife and I decided to start shopping for a motor home that we could vacation in with our one year old girl. We perused the Internet and found a few dealerships in Northern Virginia that had RVs in our price range. McGeorge’s Rolling Hills RV was one of the dealerships that we decided to visit. Upon arriving, we were greeted by an honest looking gentleman by the name of [redacted]. We told him our price range and he showed us several RVs that fit it. The last one we looked at we wanted to pursue as it met our criteria and it seemed to be a coach that was in relatively good shape. This being our first motorhome purchase we did not have a clear idea of what to look for that would make an RV a bad buy. Our salesman assured us multiple times that we had nothing to be afraid of because McGeorge’s had a policy that they would fix anything mechanically wrong with any used RV they sold. To show that everything had been fixed he assured us that we would have a thorough walk through with a technician before driving it off the lot. My wife and I decided that we would buy it. We completed the necessary paperwork and [redacted] asserted that the RV would be ready for pickup the following week. Three weeks later they said it was ready for pickup. In those three weeks [redacted] kept contacting me asking for more time because the service department was working on fixing one of the leveling jacks and the awning. Upon my arrival at the dealership I was given a walkthrough of the coach. The tech seemed less than interested at having to do this. As he walked me around the RV, he pointed out all the minor things wrong with the coach. (ie: the kitchen fan not working) And it quickly became clear that no one did anything to the coach besides fix the awning while it was in the shop. I then proceeded to ask the tech about the leveling jack and after a few minutes of deliberation with his boss, I was told that I needed to speak to the owner of the dealerships son in his office. In conversation with the owner’s son, he expressed to me that they were unable to fix the leveling jack as they had already put all the money they could into the coach, while still being able to come out ahead. I then asked about the statements made by our salesman, [redacted], concerning the policy stating that they would fix all mechanical issues on used RVs. He then replied that [redacted] was a new salesman and that that was certainly not company policy. I decided that the leveling jack and the other minor problems in the coach were not enough to dissuade me from wanting to purchase the coach. We signed the papers assuming that we would have a few minor expenses if we wanted everything to work. We then drove the RV back home and decided that we should take it to an RV mechanic to get a full diagnostic, just in case McGeorge’s missed something. True to my suspicion, a week after dropping off the RV at the mechanic, I received a call informing me of the findings on the coach. The technician notified me that the roof was rotting away and would need to be replaced if we desired to not junk the RV, that the brakes were all but non existent and needed replacing, and that the generator was turning on, but not producing any power, three major things that McGeorge’s should have disclosed to use before we signed on the dotted line. The mechanics shop then sent us the invoice which amounted to just shy of $10,000. Not knowing what to do we authorized them to make the repairs, after realizing that in our contract with McGeorge’s it states that they are not liable for anything after the purchase becomes final.

Adding insult to injury, part of our fees to McGeorge’s was for processing and titling the RV in our name. We did not receive any sort of paperwork from them until the beginning of September, when we received an envelope with the title to the previous owner in it. A few days later we received a call from McGeorge’s stating that they had been contacted by our lien holder, inquiring upon where the title was and that they had not yet received it. We paid $249 for a processing fee, that our salesman, [redacted], assured us would include McGeorge’s taking care of the licensing and registration, so that all we would have to do was wait for the plates in the mail. As of October 7, 2014, three months after purchasing the vehicle, we still are in the process of getting the plates.

In conclusion, we were lied to by our salesman on numerous occasions, lead to believe that we would walk away with an RV that would be in great condition, yet received one that needed thousands of dollars worth of repairs. We have been put into financial constraint by having to take out another loan to pay for all the problems that our coach had, that we, as first time buyers, had no clue about. We paid for a service, title and registration, that was not done for us, forcing us to drive home our RV on expired temporary tags, from the RV mechanics shop.

This process has been one of the most frustrating ordeals in my family’s life. As a member of the armed forces I am appalled that McGeorge’s Rolling Hills RV has set this standard for how they treat those that provide for them protection from all enemies foreign and domestic. It is sickening, that just to make a few dollars, they would sell an RV that is obviously, to the trained eye, not fit to be called livable.Desired Settlement: We are asking for a refund of $7,500 for a portion of the cost of repairs that had to be made because of the problems that McGeorge's failed to disclose in the purchasing process. We are asking for a full refund of the processing fee of $249 for the lack of service that McGeorge's gave to us in this area. We desire that [redacted] be fired for his gross misrepresentation and lack of knowledge of company policy. We ask for a formal letter of apology concerning the dubious business practices of this dealership.

Business

Response:

To the Revdex.com,

In response to the complaint from [redacted] I have looked in to this matter. I spoke with the Salesperson as well as Greg McGeorge. We sold the unit AS/IS (all paperwork is signed to this effect) with the understanding it would pass Virginia State Inspection and the Appliances would work. Both these items where addressed by us and all items repaired as part of the deal. During the prep process we discovered an issue with the leveling system and informed the customer that this was not something we were going to take care of and if they would like we would be willing to cover half the cost or to let them out of the deal to purchase. They choose to continue on without the repair being done. As for the tags the customer is registering this in IA and all the paperwork they needed for this was explained to them and would be mailed to them so they could do what was needed with that state (all this is on file in the customers file and can be provided if needed) it was sent out [redacted] 2 days after the transaction was done and that was explained to the as to how it would be done when they sat with our business manager.

The roof issue is not something I am aware of as we have no record of this issue being brought up to us from the customer until this email was sent. That being said we were clear in all our dealings that a coach of this age we do nothing cosmetic or structural other than safety related items. If they were told it had $10,000 worth of damage they should have given us the chance to look at it and assess that, but no contact was made to us and when the Salesperson followed up they only took his 10 day call and never returned any of his other attempts.

We are sorry that the customer has had a bad experience with us but I can find no indication of any wrong doing by any employee or any misrepresentation of the service we provide here at McGeorge RV. We have done everything we said we would do and more. We informed them all the way through of the issues we were having getting it to meet the standards we said it would and agreed to and after we did we informed them of other issues and where more than fair in offering to help with the cost or to let them out of the deal all together. I have nothing further to offer the customer.

I have attached the paperwork we have that is relevant to this complaint.

Sincerely,

GSM McGeorge RV

When it comes to their service department-RUN!!! Continue reading if interested. We have had our RV serviced there three times, and it is very apparent that they do not like to do [redacted] warranty work. I scheduled an appointment for a state inspection on January 31, 2015. The appointment was set up for February 4, 2015. At the time I was setting up my appointment, I was told that they were no longer servicing units that they did not sell. Since I had worked done there previously and I was having problems with the work that they had performed previously, they would make an exception. I dropped off my unit on February 4th and I am told it will be about a week before they can get to it. OK, was not told that when I set up an appointment. The other issues I was having was my jack alarm would stay on after the emergency brake was released, my gas spring on my rear compartment door would not support the door (spring replaced on last visit), satellite radio would display error message (antenna disconnected-check connection): antenna was re-located on the first visit while installing new satellite system, and rear satellite receiver would only get Channel [redacted]. We purchased a new satellite system on the first visit that was supposed to be able to run two receivers at the same time. Satellite system hasn’t been able to run two receivers at the same time but a handful of times since we had it installed (they will blame [redacted] but they recommended them).

It was determined that the emergency brake would not pass inspection due to debris in the mechanism and keeping it from engaging. Repair: clean mechanism and lube. Jack alarm caused by leaking hydraulic line on one of the front jacks. Repair: clean and service all jacks, repair leaking line and fill hydraulic reservoir, and greased fittings on rear jacks. All I can say is that I just brought this unit back from being in Georgia the last three months, my leveling devices on my unit never changed from level. I am no mechanic so maybe they can stay up once set, I don’t know. Rear receiver was determined to be faulty, and I would need to buy a new receiver. The service advisor calls late on Wednesday, February 25 (3 weeks later now) to discuss repairs, and get repairs authorized. I realized the following day that there was no discussion on what was covered under warranty. I call the service department first thing the following morning, and the service advisor handling my repair order was out due to a snow storm. I ask the service advisor I am speaking to if he can follow-up with the service department to see if repairs have been started and if so, was [redacted] contacted for an authorization number. He could not do that since my repair order was being handled by another service advisor. Really? Everything is on a computer. I receive phone call on Friday from the service advisor handling my repair order that [redacted] was called but since the repairs were completed, I would have to send them the repair bill for review. Unit is now ready for pick-up on February 28.

We pick the unit up on March 2nd. I had contacted the service adviser handling my repair order earlier that morning about me contacting [redacted] on the receiver since I have always had issues with one or the other receiver, and they wanted to run some diagnostics of their own prior to replacing the receiver. I was told by the service advisor that the receiver up front was relocated to the back and was working fine. The odd thing was that the rear receiver will not function unless the front receiver is activated (being told by technician that it acts as a slave to the front unit). I question them on how they could test the rear receiver when the front receiver was not activated. Response: It was working while hooked up to the TV up front so it was assumed it would be fine in the back. No need to try hooking up the old receiver. Accused of re-doing what they have done by a service representative. Unhooking and re-hooking up a receiver? Really? We (my wife and me) spent two hours on the phone with [redacted] to get the receiver activated. I check the rear compartment door and the gas spring still will not support the door. We opened the door beside this door and determined they had installed the wrong gas spring on this visit as well as the visit before. Installed a 60 lb in lieu of a 110 lb gas spring. We come to find out that they don’t make the 110 lb anymore and replaced it with a 120 lb. Amazing, the door stays up. According to them, the problem with the satellite radio was the radio itself and not the antenna. I will explore this myself. Go to [redacted] and find out the issues with [redacted] plug and play radios.

Finally time to pay the bill-$720.29. I was being charged 1.5 hrs to diagnose and an additional 0.5 hrs to replace and set up satellite receiver. Really? Unplug a power cord, unplug a usb cable, and unscrew the satellite cable connection; and then plug in power cord, plug in usb cable, and screw in the satellite cable connection. Needless to say after some arguing about the bill, we paid $562.74 for our state inspection and other items discussed above that they had re-looked at and installed on prior visits, and got out the door. Get the unit home and notice the inspection sticker says January of 2016. Get it inspected in February, and get a January inspection sticker.

As indicated in another review, three strikes and we are through. It may have been the case anyway since they are no longer servicing units they don’t sell, and will not want us back after the [redacted]l I raised about the bill. Good luck folks if you break down on I-95 and need service near Richmond! Better hope you bought it from them or you will be stranded.

I left a message for the Service Manager to call me six weeks ago and haven’t heard from him.

The customer service is fantastic. We have recommended McGeorge's to several of our friends and Ken in particular.