We accept that Mr [redacted] was free to determine how and when he would use his motor homeWe simply stated that we are not aware of anything that would keep the motor home from being used on longer tripsWe intended no disrespect As Mr [redacted] stated, the motor home was manufactured by Thor, not by Motor SportslandThor provided a one year warranty on the vehicle from the date of purchase although we were able to get them to cover some repairs, on a good will basis, even after the warranty periodMotor Sportsland provided no warranty on the vehicle, however we spent considerable monies administering the warranty, for which we received no remuneration other than the customers potential good will, which we clearly didn’t get In order to help resolve problems that occur as a result of defects in materials or workmanship during manufacturing, Motor Sportsland makes repairs to Thor motor homes under the direction of, and at the expense of Thor We cannot perform warranty work on these vehicles unless it is approved by the manufacturerFurther, we perform the work as instructed and to the extent that they instruct us to The processes of getting approval for repairs, ordering and receiving parts are too frequently quite slow, due to backlogs at the manufacturer’s plantVery few of these delays are within our control at allNonetheless, we are truly sorry to see any customer have to be inconvenienced by waiting Because we are not the Manufacturer of the motor home, we cannot reasonably be held responsible for problems we didn’t createWe feel badly that Mr [redacted] ’s vehicle has had the number of problems that it has, but we believe that we have worked hard to get the problems resolved as efficiently as possible Just the same, we can understand the frustration that customers feel when they have problemsAfter all, we are customers too Mr [redacted] states that he has found motor homes, like his, being offered for sale on the Internet for between $69,and $79,If he truly feels that those values are reasonable then I would recommend that he list his vehicle on one of these sites and attempt to sell it on a retail basis himselfWe are simply not in the business of buying for retail and then trying to sell at an inflated (unfair) retail price Even though we don’t feel we should be blamed for the manufacturing problems of this vehicle, Mr [redacted] has made it clear that he wishes to separate himself from usWe feel badly about that, however, that is completely his right to do soThat being the case, I would suggest that he either attempt to sell the vehicle himself or that he trade it to one of the other dealers in town or on the internetWe could provide some cautions, however I doubt he would believe or understand themI have little doubt he can find a dealer who will inflate their retail price sufficiently to give him a trade value of $66,and then he’ll feel validated As far as buying his vehicle at a retail value as he has suggested, we respectfully decline Sincerely, Brad LB [redacted] Motor Sportsland
Currently all of the issues that Ms [redacted] has stated have been or are being addressed As stated by Ms [redacted] we are very willing to make all the repairs required We perform a thorough systems check of all units before delivery as stated by our General Manager In this systems check, we focus on all of the major systems for correct functionality ie: water systems, waste and gray tanks, electrical, propane system, fridge, furnace, A/C’s, water heater, etc Every new RV that we sell includes a manufacturer’s warranty This warranty is provided because problems do occur in any RV – new or used This fact is universal - regardless of price range, manufacturer or dealer The Winnebago Motor Home in question is backed by support and warranty that is second to none other While it is regrettable that this unit was not in a perfect state at time of delivery, such a state of perfection does not exist in any new home, car, truck, trailer, or motor homeIf this were not the case, warranties would not be required Like any reputable manufacturer, Winnebago strives to find all defects on their products before they leave the factory Like any reputable dealer, Motor Sportsland strives to find defects in any unit before delivery to a customer When these two protections do not catch all defects, the manufacturer warranty is used to mitigate the problemsThe motor home in question is not defective It has problems like any other These problems are being resolved and the customer will be provided with a fully functioning product As stated in our “Refund and Exchange Policy” on the Revdex.com website “Due to the titled nature of RVs, there is no refund or exchange privilege.” We are unable to return or exchange a new unit which has been sold, delivered, and licensed with the State of UtahOur service manager has personally been in contact with Ms [redacted] to resolve her concerns and we hope that our efforts will be satisfactory
Mr [redacted] , I have personally spoken to individuals who were in the service department during the time of your visitThey have all separately confirmed the details which I have previously outlinedI have also contacted Winnebago about what you have claimed they told youThey confirmed to me that they would never force a dealership to perform service for any customer They have also reviewed their calls and informed me that they did not, at any time; inform you that we are required to perform your serviceOur dealer agreement does not bind us to perform warranty work on your vehicle This has been confirmed with multiple managers in Winnebago's service team, management with Winnebago's customer service department, and a thorough review of the dealer agreementWe have spent countless hours (as has Winnebago) in tracing your claims, listening to recorded phone calls, and performing interviews with those present at the time of your visit We and Winnebago can find no evidence of Winnebago telling you that you have entitlement to warranty service work through usYou have also stated in a google review that “Winnebago will not hold them to the terms of their dealership agreement.” In your phone call to Winnebago’s Customer Relations Department on June 30th 2017, you were informed by the agent that they “can’t force them (the dealer) to work on your coach.” Furthermore, even you have stated in an email dated July 8, that you were informed before your purchase from another dealer that we are not required to service your vehicle You have accused us of being untruthful; however we have been very forward and open even from the beginning After hours of research, it has become very apparent that it is you who is not being truthfulDespite all of this, we HAVE performed warranty work on your RV and fixed everything that was in our power to fix with the time restraint that you demanded Your remaining complaints are in regards to aesthetic repairs of a very minor nature These repairs require ordering parts which you demanded be present immediatelyThe impossibility of your requests suggests that there is nothing we can do to further meet your needs You have been profane, demeaning, disrespectful, threatening, and have treated our employees and customers in a manner which is entirely unacceptableIn your calls to Winnebago, you were given the opportunity to have your warranty parts shipped directly to you, which you refusedThey also gave you information for other Winnebago dealers who could perform your serviceFor a reason I cannot understand, you have chosen not to use this avenue eitherThis has now become a vendetta for you to prove that you can bully our company into your will through methods which were designed to help customers who truly have a problemWe invite you to seek service from your purchasing dealer, or any other Winnebago or Itasca dealer willing to work with youIn regards to the amount you paid to your dealer in Iowa, many factors affect the price of what may seem to be the same RV For example, one of our Winnebago Fuse 23A models in inventory has added options such as upgraded cabinetry, heated plumbing/drainage systems, trailer hitch, solar panels, rear ladder, second coach battery, swivel seats, slideout awning, generator, powered vents, upholstery upgrades, and tvsThe Fuse that you purchased for $less in Iowa was certainly not equipped identically as the one in our inventoryOur pricing methods do not even allow for such a high markupWe have found that although our customers are price conscious, they also appreciate added features from the factoryWe rarely order “Base Only” models in a luxury RV such as a FuseIn addition, an Iowa dealer would not have charged sales tax at the time of purchase where state law requires us to because you reside in our stateYou were still required to pay tax and licensing at the DMV when you licensed your vehicle so that $or so is not really a savings but rather a deferred expenseIn conclusion, we are unable to allow a hostile and threatening atmosphere to be present in our dealership and so we must exercise our right to refuse service to youUltimately, this is not because you have purchased your RV from a different dealership, but rather because of the manner in which you have acted around our employees and customers
Dear Mr [redacted] , We apologize that your experience with our dealership did not meet your expectations I would like to make a few clarifications which have already been conveyed to you; however, you have chosen not to include them in your complaint about our company– We do honor our agreements with Winnebago to provide service on their products; however, we also reserve the right to refuse service to any customer When a customer is belligerent and disrespectful to our employees, we indeed attempt to shelter them from such harassment No person deserves to be belittled and bullied, and we absolutely stand by our service manager’s assessment of this situation and his decision to deny service As you remember, it was only after your repeated belligerent expressions, and threatening demeanor that we asked you to leave our premises– Prior to working on any vehicle, it is our policy to have a signed Repair Order from the owner This document provides us permission to work on your vehicle and also authorizes us to make claims on your behalf to your manufacturer’s warranty A signed repair order is an industry standard prior to any work being performed This is standard at nearly all reputable repair centers You were very hostile when asked to sign this document At this point, our service manager informed you that we could not work on your unit without such permission You were once again belligerent to him– In this case, we did perform warranty repairs on your coach while you waited prior to asking you to leave You made demands for additional repairs to be performed during your visit that would have required us to order parts that were not available on site You insisted that we perform these repairs immediately during your wait As explained, this was not within our abilities under the time requirement which you demanded– Certain items on your coach are considered “Chassis” items which must be taken to a Ford dealership to be fixed The broken cover to your cigarette lighter is not available to us as a replacement part This was explained and we recommended to you to take this unit to a Ford dealership of your choice for its replacement, you stated you did not buy the motorhome form a Ford dealer and should not have to take it to them, remember you did not buy it from us eitherWe did not deny warranty repairs; we referred you to the correct location to have those particular repairs completed– Because of your attitude and profane language and name calling, another party who was in the office with their child was forced to remove them from the location and was understandably upset that such language was used around a child This kind of behavior is deplorable in any situation, but even more so around a small child– Winnebago requests that we perform warranty service for all Winnebago products; however, priority is given to customers who have purchased their vehicles from our dealership This is allowable per our agreement with Winnebago In fact, Winnebago has expressed to us that such service to outside customers is preferred, but it is at our election and is not requiredPlease note that only very few warranty repairs are able to be completed at the time of drop off This is because manufacturers require authorization prior to work being completed and in some cases parts must be ordered, built, and shippedPlease note also that future appointments must be scheduledSuch appointments are to drop off a vehicle, and immediate pickup may not be available depending on the nature of the repairPending an apology and a commitment to more appropriate behavior from you, we invite you back to our dealership for your warranty service on your Winnebago product during your warranty period; however, please be aware that should your treat our employees and other visitors with such condescension and disregard, you will be asked to leave again Thank you for your time to give us feedback
Mr [redacted] came to the dealership last night and made us aware of the incident that occurred on his second trip out, as discussed with Mr [redacted] last night we apologized for the mistake of sending him off our property with the incorrect ball size, we assured him that we would repair the trailer and get him the correct ball mount as soon as we could get the trailer here to evaluate any damages that happened to the trailerWe set up a AM pickup for today 8/Mr [redacted] informed us that no one would be present at ten as they would be working we ask them to make sure and remove any coupler locks that may be on the trailer so that we could bring the trailer back When we got to his home to pick up Mr***’s trailer at AM he had neglected to unlock the trailer, we have called him to try to set up a new time that we could pick up his trailer and repair any damage While we were there we have taken many pictures that show minor damage to the trailer and no apparent damage to the trailer coupler Last night we presented Mr [redacted] with two options Trade in his trailer for anotherHe was very clear that he did not what to trade his trailer to us Allow us to repair any damage and replace the ball to the correct sizeMr [redacted] indicated he only wanted us to repurchase his trailer, repurchase is not warranted and is not an optionOur obligation to him is to repair his minor damage to his trailer and make sure that he has the correct ball sizeWe do a great number of preparations to make ready a trailer for the customerWe do occasionally make a mistake and as a result create a problem for a customerWhen we see such a problem we are very willing to resolve it I agree it would be a shame for Mr [redacted] to allow this one event to prevent him from enjoying future camping experience We will continue to attempt to set up a time to bring his trailer here and get it repairedJason B [redacted] Vice President
We accept that Mr [redacted] was free to determine how and when he would use his motor homeWe simply stated that we are not aware of anything that would keep the motor home from being used on longer tripsWe intended no disrespect As Mr [redacted] stated, the motor home was manufactured by Thor, not by Motor SportslandThor provided a one year warranty on the vehicle from the date of purchase although we were able to get them to cover some repairs, on a good will basis, even after the warranty periodMotor Sportsland provided no warranty on the vehicle, however we spent considerable monies administering the warranty, for which we received no remuneration other than the customers potential good will, which we clearly didn’t get In order to help resolve problems that occur as a result of defects in materials or workmanship during manufacturing, Motor Sportsland makes repairs to Thor motor homes under the direction of, and at the expense of Thor We cannot perform warranty work on these vehicles unless it is approved by the manufacturerFurther, we perform the work as instructed and to the extent that they instruct us to The processes of getting approval for repairs, ordering and receiving parts are too frequently quite slow, due to backlogs at the manufacturer’s plantVery few of these delays are within our control at allNonetheless, we are truly sorry to see any customer have to be inconvenienced by waiting Because we are not the Manufacturer of the motor home, we cannot reasonably be held responsible for problems we didn’t createWe feel badly that Mr [redacted] ’s vehicle has had the number of problems that it has, but we believe that we have worked hard to get the problems resolved as efficiently as possible Just the same, we can understand the frustration that customers feel when they have problemsAfter all, we are customers too Mr [redacted] states that he has found motor homes, like his, being offered for sale on the Internet for between $69,and $79,If he truly feels that those values are reasonable then I would recommend that he list his vehicle on one of these sites and attempt to sell it on a retail basis himselfWe are simply not in the business of buying for retail and then trying to sell at an inflated (unfair) retail price Even though we don’t feel we should be blamed for the manufacturing problems of this vehicle, Mr [redacted] has made it clear that he wishes to separate himself from usWe feel badly about that, however, that is completely his right to do soThat being the case, I would suggest that he either attempt to sell the vehicle himself or that he trade it to one of the other dealers in town or on the internetWe could provide some cautions, however I doubt he would believe or understand themI have little doubt he can find a dealer who will inflate their retail price sufficiently to give him a trade value of $66,and then he’ll feel validated As far as buying his vehicle at a retail value as he has suggested, we respectfully decline Sincerely, Brad LB [redacted] Motor Sportsland
Currently all of the issues that Ms [redacted] has stated have been or are being addressed As stated by Ms [redacted] we are very willing to make all the repairs required We perform a thorough systems check of all units before delivery as stated by our General Manager In this systems check, we focus on all of the major systems for correct functionality ie: water systems, waste and gray tanks, electrical, propane system, fridge, furnace, A/C’s, water heater, etc Every new RV that we sell includes a manufacturer’s warranty This warranty is provided because problems do occur in any RV – new or used This fact is universal - regardless of price range, manufacturer or dealer The Winnebago Motor Home in question is backed by support and warranty that is second to none other While it is regrettable that this unit was not in a perfect state at time of delivery, such a state of perfection does not exist in any new home, car, truck, trailer, or motor homeIf this were not the case, warranties would not be required Like any reputable manufacturer, Winnebago strives to find all defects on their products before they leave the factory Like any reputable dealer, Motor Sportsland strives to find defects in any unit before delivery to a customer When these two protections do not catch all defects, the manufacturer warranty is used to mitigate the problemsThe motor home in question is not defective It has problems like any other These problems are being resolved and the customer will be provided with a fully functioning product As stated in our “Refund and Exchange Policy” on the Revdex.com website “Due to the titled nature of RVs, there is no refund or exchange privilege.” We are unable to return or exchange a new unit which has been sold, delivered, and licensed with the State of UtahOur service manager has personally been in contact with Ms [redacted] to resolve her concerns and we hope that our efforts will be satisfactory
Mr [redacted] , I have personally spoken to individuals who were in the service department during the time of your visitThey have all separately confirmed the details which I have previously outlinedI have also contacted Winnebago about what you have claimed they told youThey confirmed to me that they would never force a dealership to perform service for any customer They have also reviewed their calls and informed me that they did not, at any time; inform you that we are required to perform your serviceOur dealer agreement does not bind us to perform warranty work on your vehicle This has been confirmed with multiple managers in Winnebago's service team, management with Winnebago's customer service department, and a thorough review of the dealer agreementWe have spent countless hours (as has Winnebago) in tracing your claims, listening to recorded phone calls, and performing interviews with those present at the time of your visit We and Winnebago can find no evidence of Winnebago telling you that you have entitlement to warranty service work through usYou have also stated in a google review that “Winnebago will not hold them to the terms of their dealership agreement.” In your phone call to Winnebago’s Customer Relations Department on June 30th 2017, you were informed by the agent that they “can’t force them (the dealer) to work on your coach.” Furthermore, even you have stated in an email dated July 8, that you were informed before your purchase from another dealer that we are not required to service your vehicle You have accused us of being untruthful; however we have been very forward and open even from the beginning After hours of research, it has become very apparent that it is you who is not being truthfulDespite all of this, we HAVE performed warranty work on your RV and fixed everything that was in our power to fix with the time restraint that you demanded Your remaining complaints are in regards to aesthetic repairs of a very minor nature These repairs require ordering parts which you demanded be present immediatelyThe impossibility of your requests suggests that there is nothing we can do to further meet your needs You have been profane, demeaning, disrespectful, threatening, and have treated our employees and customers in a manner which is entirely unacceptableIn your calls to Winnebago, you were given the opportunity to have your warranty parts shipped directly to you, which you refusedThey also gave you information for other Winnebago dealers who could perform your serviceFor a reason I cannot understand, you have chosen not to use this avenue eitherThis has now become a vendetta for you to prove that you can bully our company into your will through methods which were designed to help customers who truly have a problemWe invite you to seek service from your purchasing dealer, or any other Winnebago or Itasca dealer willing to work with youIn regards to the amount you paid to your dealer in Iowa, many factors affect the price of what may seem to be the same RV For example, one of our Winnebago Fuse 23A models in inventory has added options such as upgraded cabinetry, heated plumbing/drainage systems, trailer hitch, solar panels, rear ladder, second coach battery, swivel seats, slideout awning, generator, powered vents, upholstery upgrades, and tvsThe Fuse that you purchased for $less in Iowa was certainly not equipped identically as the one in our inventoryOur pricing methods do not even allow for such a high markupWe have found that although our customers are price conscious, they also appreciate added features from the factoryWe rarely order “Base Only” models in a luxury RV such as a FuseIn addition, an Iowa dealer would not have charged sales tax at the time of purchase where state law requires us to because you reside in our stateYou were still required to pay tax and licensing at the DMV when you licensed your vehicle so that $or so is not really a savings but rather a deferred expenseIn conclusion, we are unable to allow a hostile and threatening atmosphere to be present in our dealership and so we must exercise our right to refuse service to youUltimately, this is not because you have purchased your RV from a different dealership, but rather because of the manner in which you have acted around our employees and customers
Dear Mr [redacted] , We apologize that your experience with our dealership did not meet your expectations I would like to make a few clarifications which have already been conveyed to you; however, you have chosen not to include them in your complaint about our company– We do honor our agreements with Winnebago to provide service on their products; however, we also reserve the right to refuse service to any customer When a customer is belligerent and disrespectful to our employees, we indeed attempt to shelter them from such harassment No person deserves to be belittled and bullied, and we absolutely stand by our service manager’s assessment of this situation and his decision to deny service As you remember, it was only after your repeated belligerent expressions, and threatening demeanor that we asked you to leave our premises– Prior to working on any vehicle, it is our policy to have a signed Repair Order from the owner This document provides us permission to work on your vehicle and also authorizes us to make claims on your behalf to your manufacturer’s warranty A signed repair order is an industry standard prior to any work being performed This is standard at nearly all reputable repair centers You were very hostile when asked to sign this document At this point, our service manager informed you that we could not work on your unit without such permission You were once again belligerent to him– In this case, we did perform warranty repairs on your coach while you waited prior to asking you to leave You made demands for additional repairs to be performed during your visit that would have required us to order parts that were not available on site You insisted that we perform these repairs immediately during your wait As explained, this was not within our abilities under the time requirement which you demanded– Certain items on your coach are considered “Chassis” items which must be taken to a Ford dealership to be fixed The broken cover to your cigarette lighter is not available to us as a replacement part This was explained and we recommended to you to take this unit to a Ford dealership of your choice for its replacement, you stated you did not buy the motorhome form a Ford dealer and should not have to take it to them, remember you did not buy it from us eitherWe did not deny warranty repairs; we referred you to the correct location to have those particular repairs completed– Because of your attitude and profane language and name calling, another party who was in the office with their child was forced to remove them from the location and was understandably upset that such language was used around a child This kind of behavior is deplorable in any situation, but even more so around a small child– Winnebago requests that we perform warranty service for all Winnebago products; however, priority is given to customers who have purchased their vehicles from our dealership This is allowable per our agreement with Winnebago In fact, Winnebago has expressed to us that such service to outside customers is preferred, but it is at our election and is not requiredPlease note that only very few warranty repairs are able to be completed at the time of drop off This is because manufacturers require authorization prior to work being completed and in some cases parts must be ordered, built, and shippedPlease note also that future appointments must be scheduledSuch appointments are to drop off a vehicle, and immediate pickup may not be available depending on the nature of the repairPending an apology and a commitment to more appropriate behavior from you, we invite you back to our dealership for your warranty service on your Winnebago product during your warranty period; however, please be aware that should your treat our employees and other visitors with such condescension and disregard, you will be asked to leave again Thank you for your time to give us feedback
Mr [redacted] came to the dealership last night and made us aware of the incident that occurred on his second trip out, as discussed with Mr [redacted] last night we apologized for the mistake of sending him off our property with the incorrect ball size, we assured him that we would repair the trailer and get him the correct ball mount as soon as we could get the trailer here to evaluate any damages that happened to the trailerWe set up a AM pickup for today 8/Mr [redacted] informed us that no one would be present at ten as they would be working we ask them to make sure and remove any coupler locks that may be on the trailer so that we could bring the trailer back When we got to his home to pick up Mr***’s trailer at AM he had neglected to unlock the trailer, we have called him to try to set up a new time that we could pick up his trailer and repair any damage While we were there we have taken many pictures that show minor damage to the trailer and no apparent damage to the trailer coupler Last night we presented Mr [redacted] with two options Trade in his trailer for anotherHe was very clear that he did not what to trade his trailer to us Allow us to repair any damage and replace the ball to the correct sizeMr [redacted] indicated he only wanted us to repurchase his trailer, repurchase is not warranted and is not an optionOur obligation to him is to repair his minor damage to his trailer and make sure that he has the correct ball sizeWe do a great number of preparations to make ready a trailer for the customerWe do occasionally make a mistake and as a result create a problem for a customerWhen we see such a problem we are very willing to resolve it I agree it would be a shame for Mr [redacted] to allow this one event to prevent him from enjoying future camping experience We will continue to attempt to set up a time to bring his trailer here and get it repairedJason B [redacted] Vice President