PC Paula LLC

The customers unit is in the process of being repairedHe was advised of this again on SaturdayHe is aware that Saturday is not a shop working day and that the repairs would be resumed on Monday 3/We do not know whom he spoke to at Keystone but we did not advise anyone his unit was ready for pickupThat miscommunication is between themWe will only finish the unit in a professional manner and attempting to rush the work that was added at the end will not result in suchThe customer is not being charged and is receiving all the requested repairs

This unit was finished at the end of the day on Monday March 28th and subsequently picked up by the customer Tuesday morning March 29th All repairs were inspected by the customer and no deficiencies were noted by him This unit is now complete and it's file closed at this dealership

As I appreciate the repairs being completed professionally I have not added any additional or new repairs. When I attempted to pick up my RV on 3/26/16 I also looked at a simple moulding repair that started on 2/24/16, wasn't done correctly as of 3/11/16 and was supposed to be re-done. The service dept. was aware of this, agreed it wasn't done right and advised they would have the technician correct it. They could not offer any explanation why it still was not done as of 3/26. So this was actually the third time I had visited this same repair with Aloha and nothing new or that I have "added at the end" as Aloha claims. I will not accept their response until and when I actually see all repairs done professionally and without causing me to be deprived the use of my RV for my planned uses due to their delays.

The customers unit is in the process of being repaired. He was advised of this again on Saturday. He is aware that Saturday is not a shop working day and that the repairs would be resumed on Monday 3/28. We do not know whom he spoke to at Keystone but we did not advise anyone his unit was ready for pickup. That miscommunication is between them. We will only finish the unit in a professional manner and attempting to rush the work that was added at the end will not result in such. The customer is not being charged and is receiving all the requested repairs.

On 12/04/2015 the customer dropped his unit off for installation of accessories and warranty repairs.  He did not make an appointment prior to bringing in his unit.  Customer is aware that he needs to make an appointment prior to bringing in his unit.  The earliest we could get his...

unit into the shop was on 12/18/2015.  Slide toppers were installed on his unit per the Manufactures instructions.  Customer came in to inspect the installation of the slide toppers.  Customer did not like the position of the slide toppers.  At the customers direction we removed and reinstalled the toppers to the customers specifications at no additional charge to the customer.  On 12/29/2015 photos and warranty claim were submitted to Keystone RV for approval.  Jobs were approved on 01/07/2016 and parts were ordered 12/31/2015.  Parts were received on 01/13/2016 and installed the same day.  Customer picked up his unit on 01/15/2016.  Customer called in on 01/22/2016 stating there was a scratch on the rear of the unit.  We asked if he could email some photos of the damage.  We stated that we did not believe the damage occurred while it was in our care.  He asked if we could get him some touch up paint and we informed him that we would as a courtesy.Now on 02/24/2016 the customer showed up again without an appointment.  He had six different issues he wanted addressed.  None of them being the scratch on the rear of the unit.  The earliest we could get his unit into the shop was 03/09/2016.  On 3/11/2016 he was informed that we had to order one part for his unit and it could be picked up or left here until the part came in.  He asked if we were repairing the scratch.  We informed him we were not.  He had previously requested touch up paint and we were going to supply him with some.  He did not like our response and contacted the GM.  We have started the repair of the scratch without charge to the customer.  No touch up paint will be supplied.  This repair is strictly a good will repair as we do not believe we are responsible for it.  The customer was called and informed on 03/18/2016 by service that this was going to be handled so it is a surprise to us that he has filed this complaint as well as a complaint with the Manufacturer on Monday 03/21/2016.  We are taking every step to insure that the customer's unit will have all his issues addressed prior to being picked up and hope that our customer is satisfied in full.

Complaint: [redacted]
I am rejecting this response because:This complaint is an addition to complaint #[redacted] which I filed on 3/18/16. Since I had not heard anything from Aloha as of 3/25/16 and they still had possession of my RV, I contacted Keystone RV who are the manufacturers of this particular unit. I spoke with their Customer Relations Dept. (name withheld) and advised them of my problems with Aloha RV. They took note and advised that they would contact Aloha on Monday since they (Keystone) were getting off early for Good Friday. I advised them that I needed my RV no later than this weekend and that I had advised Aloha of the same several weeks ago. I told them that I would wait though, as I didn't want to impose on their Holiday. About a half hour later I received a call from Keystone (same person) who advised me she had just contacted Aloha and was told that my RV was in the shop, the scratch was being fixed and it would be ready that same day (3/25/16). Based on this information, I once again drove 35 miles to Aloha the next day to pick up my RV and once again I was told it was not ready. Nobody there knew anything about the conversation with Keystone the day before. I attempted to speak with the owner once again but was told he was not in. I drove home, cancelled my campground reservations and made another attempt to contact the owner. I was able to speak with him and he also advised he knew nothing about any contact with Keystone or when my RV was to be ready. He did, however, voice HIS aggravation to my Revdex.com complaint and said that he just wanted to get my RV fixed, back to me and hopefully never see it again even if it needs other warranty repairs - since I am so unhappy with their service. I advised him I wasn't unhappy with the quality of repairs, but am extremely frustrated with the time it takes to complete them and the evident continual breakdown in communication, follow-up and accountability. He advised me that the paint process had taken several days and I reminded him that they disputed the repair for three weeks . Our conversation basically ended on this note. So it appears my RV will be fixed, eventually, but it may involve cancelling additional reservations and non-refundable event registrations. It is now quite evident what Aloha's post-sale business model is. If they have shortcomings that are brought to their attention and then escalate due to their continued inattention, they would rather "stiff-arm" the issue and have you not continue to do business with them than make needed improvements and changes to provide better service after the sale and retain your business. I can't help but be concerned about other possible underlying issues at Aloha that may be influencing our relations. As of today, I have had possession of my new RV for 74 days. Aloha has also possessed it for 74 days, and counting.Same as before; Completion of repairs in a timely manner, repairs to damages incurred at their location, improved communication and customer service.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]