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Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

My name is [redacted] I am the controller for Hitch RV I had [redacted] , our sales manager in NJ, call [redacted] the week of May 18th to discuss the issue The problem was that [redacted] 's unit had come in with the wrong configuration, with regard to the bed mattress size and a couch So we were waiting on the replacement items that were being sent in another unit The unit was being delayed out in Indiana So Tom spoke to [redacted] and they came to an agreement that we would deliver his unit as it was, so that his family could have it for Memorial Day, and that we would come out and replace what needed to be replaced once the parts arrived I authorized Tom to offer a 32" flat screen tv as compensation for the delay in receiving their unit I witnessed the phone call, and Tom and [redacted] had reached an agreement The trailer was delivered by the end of the week and the [redacted] 's had it in time for Memorial Day The moment the second trailer arrives on our lot, we will send out our technician to the [redacted] 's [redacted] also informed Tom that his son was the one who had lodged the complaint against Hitch RV and that he would have him remove it

We purchased an Elevation Toyhauler In June We have had nothing but issues with it since day one Now Hitch Rv has come back saying its in both parties interest if we take it somewhere else It comes down to they don't want to fix itWe tried to get Hitch RV to buy it back and they won't They are the most unprofessional sales and service staff we have ever dealt with

My name is [redacted] and I am the controller for Hitch RV I am with regret to say that we did handle Mrand Mrs [redacted] 's issues poorly and apologize on behalf of the company that it took so long for their requests to be satisfied I have been in contact with Mrs [redacted] and I have been able to satisfy all of her requests and issues with her new park modelThe t.vand sound bar were taken from the park model and were supposed to have been replaced before delivery, however they were not I sent an upgraded t.vand soundbar to the [redacted] , which they have received The extra payment that they had to make on their traunit was also reimbursed Sometimes there are lapses in time from when the deals are processed and checks are written to when they are received and cashed by the banks, so I apologize for that gap I have also reimbursed the [redacted] for the money they had to put out for temporary AC units The way our service department handled Mrand Mrs [redacted] 's AC issue is unacceptable and steps are being taken to improve our service Instead of being told that "we don't know how to work on AC units," our service adviser should have stated that our technicians are not HVAC certified and that we would take of the problem through a 3rd party sublet Needless to say, the 3rd party we sent out was of no help I was able, however to obtain the services of a 3rd party sublet with HVAC certifications and a follow up with Mrs [redacted] indicates that the correct repairs were made and the AC is working properly I hope that there are no other issues with Mrand Mrs [redacted] 's park model, but in the event that there are, Mrs [redacted] has my email to copy me on all communication she may have with our service department so that I can ensure satisfaction We at Hitch RV are always striving to improve our processes and make sure the right people are in the right job so that the fewest number of mistakes are made We'll never be perfect (almost no company is), but we will always try to make sure the same mistakes and issues don't happen twice [redacted] Controller [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The following are issues that I have with the business's so called response 1) They repeatedly spelled my name wrong2) I was lead to believe my trailer would be paid off and I've attached supporting documentation3) I was never asked to come there with the title, hence the emails and texts supporting a payoff by the dealership4) I asked Hitch RV to produce the original sales lead they received which contained my clear and concise offer of trading them my RV, provided they paid it off, and offering them $22,"out the door" for their leftover camper I realize that my offer was $4,below the NADA "low retail" price, however, for a leftover model from 2016, it was not extraordinarily low I have made very similar deals with car dealerships in the past where they gave me more than what my trade was worth and lowered the sale price of the vehicle by more than $10, This is not uncommon In the end, we agreed on $21,"out the door", which by my understanding, in the sales industry, means "when everything is said and done" 5) The person accused me of attempting to "conn" them This is quite insulting considering that I am a Police Officer with nine years experience and have never committed any crimes 6) The person claims that I priced the trailer at "many other dealers" although he has absolutely no clue as to whether I priced it anywhere else 7) The trade in value he speaks of is not correct and is obviously negotiable anyway [redacted] My trade had a suggested list price of $18, Any trade in for that price or below would allow room for profit It is quite clear through the documentation shown above that [redacted] and I discussed paying off my trailer despite their claims of not knowing anything about it As for the sales quote sent to me via email and text, I admit that it does not include a payoff However, I thought that there would be a separate agreement for that, especially given our conversation The quote I was sent was merely so that I could get my loan of $21, If I planned on paying my own camper off, I would have gotten a loan for more than $30, At this time, I'm asking that Hitch RV honor the deal that I agreed to with them I am also asking that they produce the original sales lead that I sent them via the internet and their own webpage In that, they will see that my offer was clear from the very beginning and that ***'s response was "we are definitely in the ballpark" At the very least, I would like to recover my lost wages from a day of work which would be $ Regards, [redacted]

Tell us why herePlease be advised that Mr [redacted] has a copy of the sales agreement that clearly shows that there was no payoff included in his deal(see attached) When he decided to get his own financing he was told we need 21,and his trade and title He showed up here with a check and no tile to his tradeWhen I asked him about it he said no we were paying it offMr [redacted] is trying to pull a conn job here and get double his trade valueI informed Mr [redacted] that we do not have a deal and that he should see if he get a better deal somewhere elseHave been in business a long time and we pride ourselves on being honest and in this case we did nothing wrongMr [redacted] has priced this trailer with many other dealers and knows he was getting a fair deal, his trade value in the NADA book is 8,we were giving him 10,He is wanting us to give him 10,plus payoff his loan for approximately 10,making his trade worth This was never the deal and no dealer in the world would do that deal and he knows it

We had been searching all over and online for two years for what we wanted or what we thought we didWe had no idea we were close to finding our first RV until Dave showed us the Sunset Trail 270BHWe fell in love with right away, but were still torn between that and the bullet 272, until we walked back into the Sunset Trail then it was a no brainierAfter seeing most everything else out there, we are so happy we came to Hitch RV and that Dave helped us finally have the perfect RV for us

Let the buyer beware On two occasions the manager told me, "you bought a used camper, you get what you get."
This dealership is basically run by a father and son team The salesmen promise warranties and service to make the sale then the sales manager, the father, denies the promises "That's not how our dealership works" is his response when pushed for service I've been flat out lied to by the sales team and received no satisfaction from the manager

It is with regret that this issues have happened and we sincerely apologize. We have made significant employee changes and the employees that this customer has been involved with are no longer in their managerial positions
Please have the customer forward invoices that
have been made and full payment will be reimbursed. Furthermore with respect to the slide out issue please have the customer contact me and I will personally assist in getting them repaired.
*** ***
*** *** ***

We cant thank you enoughWe wanted to thank you, Dave and your team at Hitch RV for making our granddaughters summerShe loved the "peanut room" and we have told every one we know that if they are looking for an RV to go see youWe really love our Sunset Trail and everyone at your dealership has been fantastic from the day we met you to the day we picked it upWe are so happy we came to see you and cant thank you for rescuing our summer

Customer has been fully refunded and cables have been adjusted.  Customer is now satisfied.

We love that Dave cared enough about us to make sure we have the correct weight trailer for our truck after the owner of another dealership had sold us one that was to heavy. He took the time to listen to us and found out what we truly wanted and our camper travels so well. We are sending all of our friends to see you!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

My name is [redacted] and I am the controller for Hitch RV.  I am with regret to say that we did handle Mr. and Mrs. [redacted]'s issues poorly and apologize on behalf of the company that it took so long for their requests to be...

satisfied.  I have been in contact with Mrs. [redacted] and I have been able to satisfy all of her requests and issues with her new park model. The t.v. and sound bar were taken from the park model and were supposed to have been replaced before delivery, however they were not.  I sent an upgraded t.v. and soundbar to the [redacted], which they have received.  
The extra payment that they had to make on their trade-in unit was also reimbursed.  Sometimes there are lapses in time from when the deals are processed and checks are written to when they are received and cashed by the banks, so I apologize for that gap.  
I have also reimbursed the [redacted] for the money they had to put out for temporary AC units.  The way our service department handled Mr. and Mrs. [redacted]'s AC issue is unacceptable and steps are being taken to improve our service.  Instead of being told that "we don't know how to work on AC units,"  our service adviser should have stated that our technicians are not HVAC certified and that we would take of the problem through a 3rd party sublet.  Needless to say, the 3rd party we sent out was of no help.  I was able, however to obtain the services of a 3rd party sublet with HVAC certifications and a follow up with Mrs. [redacted] indicates that the correct repairs were made and the AC is working properly.  
  I hope that there are no other issues with Mr. and Mrs. [redacted]'s park model, but in the event that there are, Mrs. [redacted] has my email to copy me on all communication she may have with our service department so that I can ensure satisfaction.  
  We at Hitch RV are always striving to improve our processes and make sure the right people are in the right job so that the fewest number of mistakes are made.  We'll never be perfect (almost no company is), but we will always try to make sure the same mistakes and issues don't happen twice.  
[redacted]
Controller
[redacted]

[redacted] we stand by our initial email that we have done nothing wrong . Mr [redacted] is free to negotiate with other dealers to see if he can get what he wants for his trade. It is obvious the reason he is pushing so hard for us to make this deal is no other dealer will even come close and he knows it. 
 
Thank you.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I have attached 2 pictures of the documents that I have. Since writing the Revdex.com I have ordered the replacement cables needed to replace the broken cables I have in my camper and have installed these with some help of a outside reference that charged me $250.00 but was unsuccessful in properly aligning the slide to the correct position. If Mr. Hayden would be willing to get the slide out cables repaired and aligned and pay for the above 2 invoices the issue will be resolved. 
Regards,

Tell us why herePlease be advised that Mr [redacted] has a copy of the sales agreement that clearly shows that there was no payoff included in his deal. (see attached)
When he decided to get his own financing he was told we need 21,000 and his trade and title. 
He showed up...

here with a check and no tile to his trade. When I asked him about it he said no we were paying it off. Mr [redacted] is trying to pull a conn job here and get double his trade value.
I informed Mr [redacted] that we do not have a deal and that he should see if he get a better deal somewhere else.
Have been in business a long time and we pride ourselves on being honest and in this case we did nothing wrong.
Mr [redacted] has priced this trailer with many other dealers and knows he was getting a fair deal, his trade value in the NADA book is 8,800.00 we were giving him 10,850.
He is wanting us to give him 10,850 plus payoff his loan for approximately 10,200 making his trade worth 21050.00. This was never the deal and no dealer in the world would do that deal and he knows it. 
 
 
...

We had been searching all over and online for two years for what we wanted or what we thought we did. We had no idea we were close to finding our first RV until Dave showed us the Sunset Trail 270BH. We fell in love with right away, but were still torn between that and the bullet 272, until we walked back into the Sunset Trail then it was a no brainier. After seeing most everything else out there, we are so happy we came to Hitch RV and that Dave helped us finally have the perfect RV for us.

We purchased an Elevation Toyhauler In June 2014. We have had nothing but issues with it since day one. Now Hitch Rv has come back saying its in both parties interest if we take it somewhere else. It comes down to they don't want to fix it. We tried to get Hitch RV to buy it back and they won't. They are the most unprofessional sales and service staff we have ever dealt with.

My name is [redacted].  I am the controller for Hitch RV.  I had [redacted], our sales manager in NJ, call [redacted] the week of May 18th to discuss the issue.  The problem was that [redacted]'s unit had come in with the wrong configuration, with regard to the bed...

mattress size and a couch.  So we were waiting on the replacement items that were being sent in another unit.  The unit was being delayed out in Indiana.  So Tom spoke to [redacted] and they came to an agreement that we would deliver his unit as it was, so that his family could have it for Memorial Day, and that we would come out and replace what needed to be replaced once the parts arrived.  I authorized Tom to offer a 32" flat screen tv as compensation for the delay in receiving their unit.  I witnessed the phone call, and Tom and [redacted] had reached an agreement.  The trailer was delivered by the end of the week and the [redacted]'s had it in time for Memorial Day.  The moment the second trailer arrives on our lot, we will send out our technician to the [redacted]'s.  [redacted] also informed Tom that his son was the one who had lodged the complaint against Hitch RV and that he would have him remove it.