Open Road RV LLC

In reference to Mr [redacted] RV, we had addressed his concerns a year and a half ago with the rust We had sanded areas of concern and repainted them The customer was able to come and view the work that was completed and had accepted delivery of the work that was performed We have not seen his unit back at OpenRoad for some time My service manager had a conversation with Mr [redacted] over months ago at his property to look over what concerns he had He was supposed to call my service manager after he returned from a trip he went on to bring to OpenRoad RV At this time the customer has not shown up for us to take a look at his unit The owner has always told Mr [redacted] that we would work with him to get his unit repaired even though we didn't build it My service manager also indicated that we were going to take care of some other concerns that he had at no charge to him even though the unit is out of warranty We will reach out to Mr [redacted] and ask that he bring his unit in for us to take a look at and come up with a solution to have his concerns addressed We will not be giving the customer a replacement unit

Some parts are on order but this is for cosmetic purposes The RV was picked up @ weeks ago and is 100% useable

Complaint: [redacted] I am rejecting this response because: It seems that Open Road RV does not want to make this right even though they are aware of all of their failures in the PDI process In their last response they admitted they missed items but are even unwilling to compromiseIn regards to them working on our Motorhome we have lost all trust as they have proved in the several times we brought the motor home to them that they cannot complete nor repair items competently Even the simplest items such as aligning a cabinet is to difficult of a task Even if we were to give them a chance to work on the motor home they sold us they have not responded to the last email we sent at the beginning of September This email asked them for service on ongoing and new issues that should have been covered under the PDI inspection fee we paid themAs we use the unit we find more and more itemsIt is true that they did not build the unit but they are turning all work orders over to [redacted] and [redacted] pays them for their labor and parts under warrantyWe will be contacting [redacted] to find an alternate service center that is trustworthy, reliable and professional [redacted] also believes Open Road has not been able to perform the services and repairs in a timely manner and has offered to extend our warranty.After review of other consumer complaints on the Revdex.com, Yelp and their website we are not alone in dealing with unsatisfactory issues regarding service, sales and all over business integrity.At this time as Open Road RV is unwilling to resolve in a mediation environment our only option is to pursue action through the legal system

I have been in contact with my service team on this customers issue. We pulled up the work orders to see why we would have even put water into the tanks. We repaired an LPG leak from the hot water heater gas valve. There was no need to have water put into the system to test the
leak. The LPG test was performed and passed the test. I also spoke with our technician who performed the work. He was certain that no water was added by OpenRoad RV because it was not needed for repair of LPG leak. We have documented that customer stated that he performed the winterization of his unit. We were not able to verify nor did we need check to see if the water tank was full or not. Checking the unit for water was not needed for the repair customer wanted us to fix. Upon his return visit to show us the freeze damage, anti freeze was verified to be in the kitchen sink, bathroom sink, but not in the toilet which is were customer stated the water leak was found. Our professional opinion was the unit was not properly winterized. Sincerely Steve S*GM OpenRoad RV Center

Complaint: ***
I aIn reference to Mr*** RV, we had addressed his concerns a year and a half ago with the rust. We had sanded areas of concern and repainted them. The customer was able to come and view the work that was completed and had accepted delivery of the work that was performed I NEVERV ACCEPTED THE REPAIR THEY DID I WAS VERY ADAMIT ABOUT THE DEEP IMBEDDED RUST AND THIS BEING A NEW TRAILER SHOULD HAVE NONE. We have not seen his unit back at OpenRoad for some timeI HAVE TALKED WITH THEM A COUPLE OF TIMES TRYING TO GET THIS RESOLVED WITH NO RESPONSE My service manager had a conversation with Mr*** over months ago at his property to look over what concerns he had He was supposed to call my service manager after he returned from a trip he went on to bring to OpenRoad RV NOT TRUE, THE MANAGER SAID HE WAS BOOKED FOR MONTHS OUT AND HE WOULD LET ME KNOW WHEN HE HAD TIME TO WORK ON IT At this time the customer has not shown up for us to take a look at his unit. The owner has always told Mr*** that we would work with him to get his unit repaired even though we didn't build it YES BUT YOU NEW FROM THE DAY I BROUGHT IT HOME THAT THERE WAS SERIOUS RUST ISSUES AND I WANTED AN EXTANGE, I HAVE THE EMAILS AND PICS TO PROVE IT My service manager also indicated that we were going to take care of some other concerns that he had at no charge to him even though the unit is out of warranty ALL STUFF THEV OLD MANAGER SAID HE COULD NOT FIX We will reach out to Mr*** and ask that he bring his unit in for us to take a look at and come up with a solution to have his concerns addressed. We will not be giving the customer a replacement unit. m rejecting this response because:After inspecting the trailer I told the old service manager, Cal, that that there was still rust and corrosion and I felt that it was in no way was the issue fixed and the trailer was in "new condition" he agreed and referred me to Gina, his bossKeep in mind they had the trailer for a total of months (at different times) Upon getting the trailer home I did a detailed inspectionThere was/is still corrosion in the heat vents as well as the water heater fittings, EVERY nut, bolt, strew and rivet had some kind of corrosion on it, the underbelly liner was all saggy and falling off, the door side slide was still out of alignment and not working properlyI spoke with Gina, we had a trip planned so she said to go ahead and use it and they would get it back in. I said that at this point they needed to exchange itShe did not have an answer fro thatI again pleaded with the ownerI told him we used our life savings to buy this and there are all of these serious issues that have nothing to do with us and the right thing to do is to exchange it for a NEW trailerHe would not respond(I have saved e-mails and pics) The only reason that so much time has gone by is because they are dragging their feetI have consistently said that the only way to make this right is to trade it out, We have left it there for months at a time to no availA new shop manager did come out about months ago I went over everything with him including some other issues that the old shop gut sad he could not fix. He told me that they were booked out several months and he would let me know when he had an openingI left messages for him without a return call which is why I finally reached out to the Revdex.com.I'm asking the owner Russ againPLEASE do the right thing, we paid 50k for a NEW trailer but that is not what we gotWe should not be dealing with this for as long as we haveI'm sorry you had a bad trailer in stock but why do you want to stick us with it??? We cannot recoup the loss, but I know you can

Complaint: ***
I am rejecting this response because:Dear Revdex.com and Open Road RV,Open Road RV stated our last name incorrectly. Could they please verify that they have the correct customer information? Our Rebuttal is as follows:Regarding the PDI time frame: The Palazzo Coach we purchased on January 28th 2017, sat on the lot for two weeks after our purchase with no PDI startedNot until we starting calling did Open Road finally take the RV into the shop and start preparing it for delivery (we called and asked several times if the PDI had been started on the Palazzo and were told they were getting it scheduled in soon)We did have items that we had asked Open Road to address as part of the purchase agreementA few days before the original promise date (February 14, 2017) we asked if we could come in and check on the progress of getting the coach ready for delivery. When we came we asked for a copy of the PDI and asked to walk through the coachThe technician did not have a copy of the PDI but we went over it with him and he assured us that all items were to be addressed and completed before delivery. Most items on the PDI were standard whether purchasing an A, B, C class motor home or a travel trailer or 5th wheel so we felt as many units as Open Road had the PDI would be done professionally. We did have questions, comments, and items to be noted and (such as cabinets which were misaligned and made a list for Open Road to address. The technician offered very few directions or procedures even though we asked a lot of questionsWe had never owned a diesel unit)We were assured once again that all items on the PDI would be tested/checked and cycled and we would not have any problems or issues concerning the PDIWe learned from the service technician at this time, that he was going on vacation and would be gone for at least two weeks. We kept calling Open Road and they kept saying he was still gone. They finally told us we could have our coach but we feel it was because they wanted our traas the salesman called us at least twice and asked us when we were bringing it in (he said he had a buyer and asked us to send in pictures which we did) not because the Palazzos PDI had been performed thoroughly(We did trade in a Class C Itaska motor home that was in excellent condition. When we purchased it new in the dealer did not charge us for a PDI but did go through the Motor home before we took delivery one week later. Their Technician did explain the workings of the Motor home and we did not have any issues besides a few cosmetic ones the entire years we owned it. Because of this we had no reason to think that Open Road would be any different. We would like to note when we brought this up to the service manager he told us that our trade in was so excellent that they didn’t even perform a PDI(We wonder if the purchasers of our Itaska were required to purchase one)When we were finally allowed to pick up our Palazzo, days after purchase a different technician was there as the original on was still on vacation.Open Road RV States the PDI is a process that proceeds to a checklist and involves a complete review of systemsWhy then did so many items malfunction or not work at all after we took possession? A customer does do a walk through, but unless the technician specifically inspects/ tests/cycles and corrects each item on the PDI during the walk through how is the customer to know? (perhaps a customer will see a light is not working but is a customer to run the washing machine, crawl under the unit to check for leaks, run the refrigerator until a leak appears? It is not the customer’s responsibility to make sure Open Road has done due diligence to ensure the PDI is completed and that the RV is safe and road worthy. We paid $ 2,plus sales tax for Open Road to ensure that the items on the PDI were addressedWe paid for peace of mind assuming they were the professionalsWe should not have had to bring home our Palazzo unaware that it had a diesel or transmission leak, furnace seal allowing rainwater infiltration, leaking refrigerator just to name a few of the most serious issuesOpen Road should have known if they performed the PDI accurately and if they could not correct or repair they should have contacted and worked with *** ** and *** to correctThey put us in peril by letting us take possession of the Palazzo when it was leaking diesel fuel. Once again, Open Road assured us they were the professionals and we paid for their expertiseThe PDI is not a shared responsibility but a service that is paid forOpen Road promised many things to us. One of which was to buff and wax the paint as the paint had swirls, buff marks and scratches. Only when we took it to an independent body shop and detailer did we learn from their expert opinion that the roof had only clearcoat over primer and that the rear slide had been repainted (overspray on wheel and rear of coach in addition to rough lines between colors). We are now dealing with this with *** Warranty to have repaint and detail done correctly. Open Road nor *** can explain why rear slide was repainted.We have had the Palazzo in their service department several times and multiple times for items that should have been discovered on the PDI. Only when we attempted to use the RV items that should have been tested/cycled/tested on the PDI did we know they did not work.We do still have new and outstanding items and we sent an email to Open Road on September 3, but have received no response so do not believe that they will keep their promise to correct them.We are still requesting our PDI of $ 2,plus tax and two payments, totaling $ 1,

In reference to Mr. [redacted] RV, we had addressed his concerns  a year and a half ago with the rust.  We had sanded areas of concern and repainted them.  The customer was able to come and view the work that was completed and had accepted delivery of the work that was performed. ...

We have not seen his unit back at OpenRoad for some time.  My service manager had a conversation with Mr. [redacted] over 4 months ago at his property to look over what concerns he had.   He was supposed to call my service manager after he returned from a trip he went on to bring to OpenRoad RV.  At this time the customer has not shown up for us to take a look at his unit.  The owner has always told Mr. [redacted] that we would work with him to get his unit repaired even though we didn't build it.   My service manager also indicated that we were  going to take care of some other concerns that he had at no charge to him even though the unit is out of warranty.   We will reach out to Mr. [redacted] and ask that he bring his unit in for us to take a look at and come up with a solution to have his concerns addressed.  We will not be giving the customer a replacement unit.

We value Mr. and Mrs. [redacted] as a customer who purchased a Palazzo from Open Road Rv.  As to the Pre-delivery inspection (PDI), Open Road performs that for all used and new units post sale and prior to delivery.  There is a charge for that service which the [redacted]'s paid which is very...

labor intensive.  The time frame perform the PDI depends on the amount of corrective work needed and the responsiveness of suppliers and vendors including the availability of any needed parts.  It is not uncommon for it to take three to eight weeks for this process to occur. The PDI is a process which proceeds according to a checklist and involves a complete review of systems.  At the end of the process, a trained technician from the service department and the client conduct a detailed walk through at which time system functionalities are reviewed and tested and all clients questions are answered.  Only when the client is fully satisfied are they asked to accept delivery of the vehicle.  Note that anything chassis related is performed by the chassis and engine manufacturer.  They have the facility and they warranty their items. The PDI process is viewed by Open Road as a shared responsibility with its clients.  As to the list provided by Mr. [redacted] of system issues in his recent "Customer Statement of the Problems" provided to the Revdex.com on Sept. 5th 2017, for items on the PDI checklist and given the rigorous nature of the PDI review, it is unclear how the parties could have overlooked them.  Also, periodic systems and maintenance problems do arise with RV's like they do with any other home even after inspections on any given day.  The [redacted]'s have brought their unit in for service a couple of times since the purchase to take care of concerns.  The company has always responded to the [redacted]'s and brought them in for repair with out delay to try and resolve the issues with the coach.  Open Road RV did not build their unit.  We will always try our best to service their issues when we are notified of them.  We look forward to helping them get these issues resolved.  They can reach Jessica or Jim at OpenRoad to help resolve these issues.

We have responded to the customers concerns.  The customer has agreed to the terms and currently has possession of her unit.

Some parts are on order but this is for cosmetic purposes.  The RV was picked up @ 2 weeks ago and is 100% useable.

We have responded to the customers concerns.  The air conditioner remote to operate the A/C was not available.  We have installed a part on A/C then hard wired to a thermostat so they can have cold air.  We delivered their coach to them.   Issue has been fixed and resolved.Any...

questions or concerns, please give me a call Steve S[redacted]GM of OpenRoad RV Center360-217-8785

Complaint: [redacted]
I am rejecting this response because: It seems that Open Road RV does not want to make this right even though they are aware of all of their failures in the PDI process.  In their last response they admitted they missed items but are even unwilling to compromise. In regards to them working on our Motorhome we have lost all trust as they have proved in the several times we brought the motor home to them that they cannot complete nor repair items competently.  Even the simplest items such as aligning a cabinet is to difficult of a task.  Even if we were to give them a chance to work on the motor home they sold us they have not responded to the last email we sent at the beginning of September.  This email asked them for service on ongoing and new issues that should have been covered under the PDI inspection fee we paid them. As we use the unit we find more and more items. It is true that they did not build the unit but they are turning all work orders over to [redacted] and  [redacted] pays them for their labor and parts under warranty. We will be contacting [redacted] to find an alternate service center that is trustworthy, reliable and professional.  [redacted] also believes Open Road has not been able to perform the services and repairs in a timely manner and has offered to extend our warranty.After review of other consumer complaints on the Revdex.com, Yelp and their website we are not alone in dealing with unsatisfactory issues regarding service, sales and all over business integrity.At this time as Open Road RV is unwilling to resolve in a mediation environment our only option is to pursue action through the legal system.

In reference to the refund of the PDI service charge, Openroad RV charges for inspections of purchased units.  Customer was explained the charges when they signed for it in our business office.   We had taken many of man hours going through the unit ensuring that the factory who built it had done their job.  During the inspection, items where found and repaired.  We then proceed to do a thorough walk-through with the customer showing how the systems work and that they are working.  OpenRoad may have missed some items during the inspection, but have never not wanted to take care of the customer and repair the issues they have been having.  Like I stated in my last email, we have tried to work with the customer and made arrangements on several occasions to put the customer ahead of the line when it came to their issues.   OpenRoad RV did not build the unit but will stand by the customer to repair the items that may come up now and in the future if they so choose.  OpenRoad will not be reimbursing the PDI money or payments that they have been asking for.

Complaint: [redacted]
I am rejecting this response because:  I did empty all water from the RV.  We have taken our trailer to open road in the past and have been disappointed with their slow pace and work ethics.  We bought the trailer last March.  The sales department was great.  This was in Smokey Point Marysville.   The trailer was new but had a few issues.  We were sent to the Monroe office for repairs.  One of the repairs was for the awning.  It had pin holes in it.  When we finally got it back someone at the business had walked all over the new awning when installing it. Therefore when we looked up at it when it was extended,  we got to see lots of shoe prints.  I did not complain, we just dealt with it and scrubbed them off.  Another repair was the underbelly of the trailer.  The black matting under it had a hole in it.  This was another issued dealt with at the open road office in Monroe.  I had put some duct tape over the hole to try to keep water out until repaired.  We got it back with a patch work quilt look of black tape put over it.  When I pointed it out to "Bill" at the Monroe office, that part of this was starting to peel off, he responded that " I could get some gorilla tape " and cover it up.   Again, I let that go.  I did not want to wait another month to get the trailer back.  ( He was nice enough to give me some off their repair tape to do it myself ).   So in mid October of 2016 I called to try to get the last two items repaired.  This was a gas leak and a wiring harness that was broken.   They said they could get the trailer in around November 14th.  They expected to have it done around December 12th.  Learning from my past experiences here, I knew it would be there for awhile. I DRAINED ALL TANKS OF WATER.  I turned on the pump and forced air through the lines. I poured antifreeze down all drains and into the toilet.  I even drained the hot water tank.  After the tanks where empty, I put the plugs back in so I would not lose them.  I picked the trailer up this last time and brought it home.  I should have checked it before I left the Monroe office.  When I got home and we went inside of it, there was water on the floor AND THE WATER TANKS WERE FULL!  There was also water in the toilet and we quickly found out that the hose fitting was broken. I pulled the water plugs, re-hooked up to the truck and took the trailer back that same day.  My question is, if I took the time before hand to drain the tanks, blow air through the lines, and pour anti-freeze down all the drains, why would I leave water in the toilet?  The answer is whomever filled the water tanks must have run water through the system for some reason.   If there was any doubt in my mind on this, I would not be complaining.  We have taken our RV to another business to be repaired.  It took about a week to get it in and the repairs were done in two days.  There were four water leaks found.  The cost to repair was about $380.00. I also had them winterize it.  The only thing different that they did during the winterizing, that I did not do, was run anti-freeze into the water lines.  Since I did not put anti-freeze into the lines the first time around, that might have made a difference in the leaks forming.  But lets say I had done that last step and put antifreeze into the lines instead of just blowing air through them,  that would be a mute point because someone at the Monroe office put water in the tanks and ran it through the lines. (to the toilet) I expect at least some type of resolution where we can be met half way on this one.  It would be difficult to tell what actually cause the freeze damage to the trailer.  Was it because I only drained the tanks, pushed air through the lines, poured anti-freeze in all drains, and failed to push anti-freeze through the lines?  Or was it caused by someone at Open Road putting water in the tanks and pushing some of it through the lines and to the toilet?The biggest thing I am upset with is being called a liar.  I brought the RV to open road completely empty of water.  I got it back full of water, but no one there wants to admit doing it.  I was also supposed to get a call from "Jim" apparently the person above "Bill", but I never did. When I am in the wrong, I do my best to make things right.  I expect the same from Open Road in Monroe.
Sincerely,
[redacted]