Monterey Homes

Initial Business Response / [redacted] (1000, 5, 2016/08/22) */ Good Morning: Again, I have already been in communication with this customer on this issue, please accept our position The customers purchased a new park trailer in January for spring deliveryThey viewed the unit several times and during the process of purchasing many items were addressedThis unit is a US built trailer (as with all ***) and it was ordered to conform to not only US standards of build but it was also ordered [redacted] ApprovedThere is no other standard to order travel trailersThe customers issue appears to be a special part was needed to modify the LP fittings to [redacted] standards As we explained to the customers it would be impossible for an [redacted] manufacturer to build products to conform to every municipality and district in North AmericaThis is why product is built to [redacted] standard for Canada (although not a requirement) Many customers will actually not use the propane furnace and opt instead for a heat pump and an electric rangeThis is perhaps why this is the first instance of this I personally have purchased products, specifically propane related from large box stores and been required to modify them prior to instillation (propane fireplace) I don't feel the manufacturer or Bluenose has done anything substandard in this caseWhen these customers spoke to our [redacted] she said if there were parts missing that made this unit non-conforming to [redacted] standard we would absolutely get those parts in at no charge to the customerThis does not appear to be the situation Thank you for the opportunity to present our position Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although [redacted] response is rather detailed, he has opted to ignore a few fundamental issuesFirst, [redacted] does not cover the manufacture of an [redacted] or mini cottages, which Bluenose [redacted] professed this to be; they provide standards for appliances; electrical, gas and mechanical [redacted] , [redacted] , [redacted] when it was found, by [redacted] service technician that there was an issue, he was in direct communication with [redacted] , Bluenose [redacted] , she directed the [redacted] technician to do whatever was required to satisfy the customer, and to have the customer (myself) bring in any invoices for reimbursementLater, when I brought in the invoices, [redacted] took photo copies and assurd us that we would be reimbursed [redacted] also assured us that they would order in any required labels and flex fittings required for installation into the furnace to make it compliant With regard to the delivery of the unit, Bluenose [redacted] own advertisement cut sheet, which we still have, states Bluenose [redacted] will have the unit delivered "to your chosen destination and will come fully blocked and levelled, we will detach the tongued and fully skirt your unit in and even build you a step." Prior to the delivery of the unit, the shipping company, contracted by Bluenose, had their driver inspect our site and he recommended additional gravel, which was added and spread, to beyond driver's satisfaction (the driver reinspected the site and state he was more than pleased with the changes made and that they would have not problem delivering the unit)On the date of delivery, neither the driver, nor his foreman made any mention that the site was not satisfactory, and proceeded to attempt moving the unit onto siteThe driver, while attempting to move the unit on site, drove the truck feet beyond the prepared surface, onto wet non-compacted fillWhen it was clear that they were stuck beyond their abilities, they asked if we could call an excavator to have them extractedAll through this process, the shipper was not working for myself, but was under contract with Bluenose [redacted] and were acting as their agent [redacted] When we spoke with [redacted] , Bluenose [redacted] sales agent, he assured us that we "would be looked after." It is my position that the site was more than adequately prepared and the delivery driver acknowledged as such the day previousAs we are not experts in transport issues, like this, we cannot be held responsible for a professional drivers decision to attempt deliveryThe drivers acceptance to take on this task, without providing adequate warning, places the responsibility for added costs on the delivery company and/or Bluenose **, as delivery to our "chosen destination" was guaranteed in the Bluenose [redacted] advertising cut sheet for this unit This was not the first unit we purchased from Bluenose **Last year we also purchased a [redacted] , which we traded in on this unit ( [redacted] )At that time, Bluenose [redacted] was meticulous at ensuring a proper pre-delivery inspection was carried out to ensure any and all discrepancies were noted to the customer's and Bluenose [redacted] satisfactionI take issue with [redacted] stating that "They viewed the unit several times and during the process of purchasing many items were addressed"; at no point, during purchase was any attempt to identify issues of any nature and as a result none were resolved to our knowledgeWe have emails, showing our desire for a pre-delivery inspection, and numerous dates set, only to have them cancelled by Bluenose **In the end, there was no inspection, and as a result, no ability for us to have Bluenose witness and acknowledge damage/discrepancies within, and on this unit On our previous purchase of the [redacted] , we were generally satisfied with sales and after sales service [redacted] [redacted] To me, it is not about the moneyWe have invested over $ [redacted] in site preparations, above and beyond the land and value of this unit, and fully expect there will be moreM [redacted] , [redacted] statement that "Many customers will actually not use the propane furnace and opt instead for a heat pump and an electric range." simply tries to shift the blame to the customer and to imply lack of responsibility of a selling agent accordinglyTheir perceived use of a unit does not exclude them form the responsibilities accepted and acknowledged by their sales staff and [redacted] Final Business Response / [redacted] (4000, 16, 2016/09/13) */ This will be our last communication with this customer on this issueAt no time have I ever attempted to discredit these customersI have attempted every time....with every single e-mail to respond to the questions and concerns at handBecause I have not given the customer their way does in no way mean I have tried to discredit them[redacted] We have worked with this customer every single time he has called and we have repaired all items [redacted] ( [redacted] ) [redacted] We have gone back to the manufacturer as of this morning again, to be sure the unit is compliant and if there were parts missing we would have gladly covered those costsI have attached the response from [redacted] of [redacted] to review Fact - As seen via the attachment the trailer is built and confirms to Canadian Standards - The unit was fully delivered/blocked/skirted and set up as per agreement with Bluenose paying additional invoice from delivery company for level of difficulty - We are happy to provide and will continue to provide warranty for these customersWe do appreciate their business - I have spoken to [redacted] multiple times and at no time did [redacted] tell these customers Bluenose RV would pay additional money due to site not being preparedI continue to utilize the term not prepared because if a delivery company who delivers over sized loads on a daily basis all over the province can't get the unit placed, I can only assume it has to due with the site, not the driver - At no time did our [redacted] state we would reimburse these customers for hooking up LP to their trailerWhat she said was the unit was built in compliance according to the manufacturer and if it was not, we would be sure it wasAs per attachment, manufacturer certifies compliance to Cdn spec 6- The customer is asking for a ruling on a tap warranty issue over the phone......to me this is very similar to a car and a mechanicPretty hard to diagnose and verify warranty over the telephone, we need to look at the unit to see if it is a covered componentAll we were trying to to was save this customer money [redacted] will not pay travel.....the tap is covered through them...if however it is covered through their extended warranty, they will pay travel, [redacted] will pay for taps and problem is solvedThis customer is making this far more difficult that it needs to be As stated, this will be our last communication on this issue Regards; [redacted] Bluenose RV Centre Final Consumer Response / [redacted] (4200, 19, 2016/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find [redacted] 's response to be most disappointing[redacted] [redacted] [redacted]