Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I ABSOLUTELY DO NOT accept this from the managerI got a call from the general manager (Can't remember his name, but it wasn't ***) a few days after filing this complaint, and he was able to resolve the issue by sending me a new grillCase closedThank you *** ***What I DO NOT accept is *** responseI only asked for what the listing showed...no moreI completely understand that this particular model doesn't actually come with that grill, but your listing showed that it didI offered to do my own install, but *** still refused to honor their listing***, you can say whatever you want in a complaint reply, but you and I both know how YOU were talking to ME on the phone that dayAll you had to say is that you were wrong and you apologize for the misunderstandingDeflecting blame is very unprofessional and shows whoever reads your reply what kind of manager you are and what customer service really means to youAnd as far as the salesman offering to pay for it out of his pocket, there is NO WAY I would allow thatIt's not his responsibility...it's the dealershipsThat salesman was great, and he seemed genuinely embarrassed by how you handled that whole thingCustomer service is everythingYou have lost my business more for your unwillingness to accept responsibility than anything else
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
I tried to respond to this complaint yesterday but your system apparently does not allow for more than one response at a time. I have issued our check number *** in the amount of $to refund Mr& Mrs*** deposit. The check will be going out in today's mail because our mail had already been picked up yesterday before I generated the check. I apologize for the inconvenience created by this issue. *** *** - Comptroller - Nelson's RV's Inc
Thanks for reaching out about this issue. I’m *** *** the general manager here at Nelson’s Outwest RV’s. I explained to our customer that the information on the website was a mistake regarding the RVQ grill. I sincerely apologized as the manager about
this mis-print on Nelson’s website. I also explained that Nelsons RV’s does have a disclaimer on our website for reasons like this. I’ve been selling trailers in this valley and location in Caldwell for years now and the last thing we will ever do is not compromise with a customer when we’re wrong. We treat every customer like kings & queens when they visit our locationJ And that service continues whether we earn their business or not? And it magnifies after we do earn their business. This business is all about long-term relationships and service. I know that’s why we continue to grow as the #dealer in Canyon County for our professional treatment and service. I know to the customer it’s only $dollars but that principle goes both ways in cases like thisJ We strive to meet every potential customer’s expectations. And that process started with me accepting the customers aggressive offer on the Passport 238MLWE. My salesmen said the customer never asked him prior to coming to our dealership that day about the demand of the RVQ grill. If so? He would have informed him also of the manufacturer decision not to include the grill on this model. To even further back this fact up. Every Passport has a mount on the door side of the trailers except for this floorplan? I also explained to the customer that Passport Ultra-lite trailers as the builder does not include the RVQ grill on the 238MLWE model. The customer wasn’t trying to compromise at all. I never met the customer personally from the fact I was at our April offsite Meridian sale. I conversed with him over the phone about these facts and again was very cautious with maintaining a professional, respective tone with him. For the record, the salesmen involved with the deal felt bad about this mis-hap and agreed to purchase the RVQ grill for the customerJ Another example of our service here at Nelson’s Outwest. But that wasn’t good enough for the customer still? We have since had our webmaster correct the info on this modelJ Thanks -*** ***
Complaint: ***
I am rejecting this response because:this is the standard response we received from the staff at nelson, passed around with no answrrs
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I ABSOLUTELY DO NOT accept this from the managerI got a call from the general manager (Can't remember his name, but it wasn't ***) a few days after filing this complaint, and he was able to resolve the issue by sending me a new grillCase closedThank you *** ***What I DO NOT accept is *** responseI only asked for what the listing showed...no moreI completely understand that this particular model doesn't actually come with that grill, but your listing showed that it didI offered to do my own install, but *** still refused to honor their listing***, you can say whatever you want in a complaint reply, but you and I both know how YOU were talking to ME on the phone that dayAll you had to say is that you were wrong and you apologize for the misunderstandingDeflecting blame is very unprofessional and shows whoever reads your reply what kind of manager you are and what customer service really means to youAnd as far as the salesman offering to pay for it out of his pocket, there is NO WAY I would allow thatIt's not his responsibility...it's the dealershipsThat salesman was great, and he seemed genuinely embarrassed by how you handled that whole thingCustomer service is everythingYou have lost my business more for your unwillingness to accept responsibility than anything else
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
I am forwarding this complaint to our General Manager *** ***. He will be responding
I tried to respond to this complaint yesterday but your system apparently does not allow for more than one response at a time. I have issued our check number *** in the amount of $to refund Mr& Mrs*** deposit. The check will be going out in today's mail because our mail had already been picked up yesterday before I generated the check. I apologize for the inconvenience created by this issue. *** *** - Comptroller - Nelson's RV's Inc
Thanks for reaching out about this issue. I’m *** *** the general manager here at Nelson’s Outwest RV’s. I explained to our customer that the information on the website was a mistake regarding the RVQ grill. I sincerely apologized as the manager about
this mis-print on Nelson’s website. I also explained that Nelsons RV’s does have a disclaimer on our website for reasons like this. I’ve been selling trailers in this valley and location in Caldwell for years now and the last thing we will ever do is not compromise with a customer when we’re wrong. We treat every customer like kings & queens when they visit our locationJ And that service continues whether we earn their business or not? And it magnifies after we do earn their business. This business is all about long-term relationships and service. I know that’s why we continue to grow as the #dealer in Canyon County for our professional treatment and service. I know to the customer it’s only $dollars but that principle goes both ways in cases like thisJ We strive to meet every potential customer’s expectations. And that process started with me accepting the customers aggressive offer on the Passport 238MLWE. My salesmen said the customer never asked him prior to coming to our dealership that day about the demand of the RVQ grill. If so? He would have informed him also of the manufacturer decision not to include the grill on this model. To even further back this fact up. Every Passport has a mount on the door side of the trailers except for this floorplan? I also explained to the customer that Passport Ultra-lite trailers as the builder does not include the RVQ grill on the 238MLWE model. The customer wasn’t trying to compromise at all. I never met the customer personally from the fact I was at our April offsite Meridian sale. I conversed with him over the phone about these facts and again was very cautious with maintaining a professional, respective tone with him. For the record, the salesmen involved with the deal felt bad about this mis-hap and agreed to purchase the RVQ grill for the customerJ Another example of our service here at Nelson’s Outwest. But that wasn’t good enough for the customer still? We have since had our webmaster correct the info on this modelJ Thanks -*** ***
Complaint: ***
I am rejecting this response because:this is the standard response we received from the staff at nelson, passed around with no answrrs
Sincerely,
*** ***