Pipa Restaurant & Bar

Initial Business Response /* (1000, 5, 2017/10/19) */
Mr. [redacted]'s name and contact information has been completely removed from our Customer Relationship Manager (CRM) database, which generates letters to our potential customers. He was removed completely as of 10/17/17. He should no longer...

receive mail from Camp-Land RV. His salesman has also deleted all contact information from his files regarding Mr. [redacted]. Let it be known that Camp-Land RV does not sell/nor give out customer information to any outside party.
Initial Consumer Rebuttal /* (2000, 7, 2017/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/05/21) */
The consumer indicates that she has on-going problems with her tires that are not being rectified by Camp-Land, the motorhome manufacturer (Thor), or by the chassis manufacturer (Ford). We agree that she has had tire issues; a screw in her tire...

and approximately a year later she had a blow out on one of the tires. The manufacturer's involved, Thor and Ford, have indicated to the Consumer that they do not believe the screw in the tire or the subsequent tire blowout are a result of product malfunction. Here are what we believe to be the facts as far as our involvement in this matter: Consumer took delivery of her motorhome on August 4, 2015;
Incident #1 - November, 2015. The consumer's daughter brought the motorhome to our Service Dept. on November 4, 2015, indicating that the driver side rear tire/wheel was making a clanking sound. She also stated that they had a flat tire on a previous trip and thought it could be related. The consumer supplied us with a copy of a picture of a tire with a screw in it (a copy of which is attached hereto). Our tech found that there was a bolt missing from the FRONT mud flap (which was installed by the manufacturer, not installed by Camp-Land as the consumer contends) and could not determine what was making the noise. The customer insisted that the SCREW in the tire must have come from the front mud flap. We explained to her numerous times that the SCREW in the tire (as shown in the picture she presented to us, a copy of which is attached as Exhibit "A"), was NOT the same type of BOLT used in the mud flap (also shown in the picture of the mud flap she sent to us, a copy of which is attached as Exhibit "B").
We submitted the request for the mud flap repair and for the replacement of the tire (the tire replacement was at customer's request, as we did not believe this to be a warrantable item) to Thor for warranty approval. Thor denied the claim for the tire indicating that the customer's assumption that the screw in the tire was from the mud flap was unfounded. Thor did approve the warranty claim for Camp-Land to repair the mud flap, which we did on 1/16/16, after receiving the necessary parts from the manufacturer.
Consumer indicates in her Complaint that she had to pay for a new tire and pay to have it mounted. We believe the Consumer did initially pay for these repairs, but that Consumer was reimbursed from her tire/road hazard policy (Protective) that she purchased through Camp-Land when the motorhome was purchased. Attached is a copy of the paperwork from Protective evidencing that they reimbursed the Consumer for the cost of the tire and the road side assistance and a copy of the invoice for the tire, which are marked as Exhibit "C".
Incident #2 - December, 2015. Consumer's daughter brought the motorhome to our Service Dept. on December 3, 2015. She requested that we make sure the current tire in the "spare tire" position was a "matching" brand tire to all the other tires currently on the coach. We verified that information. She requested that we then move the driver's side rear tire to the spare position and replace the driver's side rear with what was previously the spare so that all tires on the coach would be the same brand. (This was an odd request, because the tires originally were all Michelin tires. The tire that had the screw in it was replaced with a Michelin tire by the customer, as evidenced by the Invoice for tire (attached as Exhibit "C"). So all tires should have matched already.) We then set all tires to mfg. specs per customer's request. It should be noted that the customer wanted the Service Dept. to do this work for free. The customer was informed that she would need to pay the normal fee for the service which was $99.
Incident#3 - Customer references that she took a trip in October, 2016, and that she checked the tires' psi because they seemed low before her return trip home and had a tire company air up her tires in Alabama. On her way home, she indicates one of the tires had a blowout. Our records indicate that Thor (the motorhome manufacturer), as a "goodwill" gesture, subsequently paid for the tire and the damage caused to an underneath motorhome compartment.
Consumer is requesting ALL new tires and states that neither Camp-Land, Thor nor Ford will take responsibility to replace her tires because she indicates they lose air. We have acted as a representative and advocate on the Consumer's behalf with Thor Motor Coach and Thor has stepped up and paid for the customer's blown tire and tire damage as a "goodwill" gesture.
We instructed the customer that if she had further concerns with the tires and loss of pressure, she would need to address those concerns with Ford. (RV dealers are not authorized by Ford to perform Ford Warranty work and the chassis and the tires would fall under Ford's domain. Ford installs the tires on the wheels before the chassis is delivered to the motorhome manufacturer to construct the coach on top of the chassis.) I cannot speak on behalf of Ford, but it does look like (from Consumer's Complaint) they have looked at the tires, and tightened the valve stems on her behalf.
I've attached a copy of the pages 172, 173, 174 and 175 from the FORD Manual (a copy of which the Consumer received at the time of purchase). On page 172 under the heading "Inflating Your Tires" it informs the customer to visually check tire pressure every day and once a month to check tire pressure with a gauge. On page 173, under "Warning" it warns the customers about improper inflation and the damage it can cause. On the following page (174), it explains to the customer the effects on loss of psi due to weather temperature changes.
Somewhat confusing to us is the fact that the customer contends that all tires are continuing to excessively leak. This would mean that the two newly replaced tires are now also excessively leaking and I'm not sure how that would be possible.
In summary, we feel we have reasonably addressed the customer's concerns with the manufacturer of the motorhome, Thor, and that we have adequately counseled the customer as to the required maintenance of her tires.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have been in contact with discount tire sine the issues happened. Discount tire said tires are defective and should not be losing air. Tires have been losing air since we got the rv. Yes the bolt matched the mudflaps missing bolt. There was a missing bolt in the mudflats which matched the other sides remainin bolt. I have pictures of them as well. THOR said they could not identify the bolt because it didn't have a serial number on it. Mudflats had a missing bolt put 2+2 together. Yes this happened but it wlas been document for the past 2 years that the tires have been losing air. When the tire blew out we took it to discount tire they said no road hazard and the tires are defective since it did damage to the vechilces I had to take to back to campland, ford and thor, discount tire could not help me until damage to rv was fixed. FORD claimed they fixed the tires but here we are still trying to fix defective tires. Campland should have put new tires on the rv. Bought a 2016 rv and the tires were from 2015 and continue to lose air. This has been going on since I bought the rv. I have documents that all say tires were losing air every time I took the rv in. So yes we had tire issues,but all this could have been resloved if campland,thor of ford just fixed the tires last year like I had ask. They didn't want to cover the tires under the 1 year warranty so they pushed it off thinking the issue would go away. Now the q yalear warranty is up and no lone wants to help fix the the issue. I have a death trap rv with tire issues that I cant use. Campland, thor needs to drive it so put their lives at risk. Didn't pay for lost vacations, time in shop, nor the gas.
Final Business Response /* (4000, 9, 2017/05/31) */
The Consumer (actually the Consumer's daughter), ran over a screw, which caused a flat tire. She was reimbursed for the tire and road call from her Road Hazard policy.
A year later, Consumer's daughter, had a blowout. We contacted Thor and pleaded the customer's case and Thor (as a goodwill gesture) paid for the tire and the damage caused to the motorhome.
Now, the customer is stating that ALL of her tires are defective and are losing air (this includes the two new tires that have been put on the motorhome, as a result of the above incidents). Motorhome tires losing air is a normal occurrence and is addressed in the Ford manual which was given to the customer at the time of purchase (and we attached a copy of the pertinent section in our last reply). We do not believe that tires losing air while in storage makes them defective. Regardless, we would not be able to handle this matter for the customer as any warranty claim on the tires would need to be handled by a participating Michelin tire retailer, as set forth in the Consumer's Michelin manual.
The customer states that she has taken the motorhome to Discount Tire and Discount Tire has said the tires are "defective". We recommend the customer have Discount Tire file a warranty claim with Michelin. The tires have a 6-year warranty (not one year as the customer has indicated). Attached is a copy of the Michelin warranty which sets forth that tires must be presented to a Michelin tire retailer in order to make a tire claim and also sets forth the details for the 6-year warranty. A copy of this document was given to the Consumer at the time of purchase.
Customer states she bought a 2016 motorhome with 2015 tires. The chassis for the motorhome is a 2015. All motorhomes are built on a prior year chassis, as evidenced by the Certificates of Origin from Ford and the motorhome manufacturer, which were given to Consumer the day of purchase. This is a common occurrence in the RV industry and we do not consider this to be a problem.
Camp-Land and Thor have made numerous compromises and resolutions to attempt to satisfy the customer, even though we did not agree with the customer. As a reputable dealer, we feel we have done our job to help and educate this customer.

Initial Business Response /* (1000, 5, 2016/05/05) */
Contact Name and Title: [redacted], Gen.Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@camplandrv.com
Short version (long version attached in separate document). 1)Customer did NOT talk to General Manager on this issue. He...

called and talked to a Secretary who referred him to the Service Manager. 2)Customer did ask for a diagnosis on a hydraulic issue - he was told it was NOT a hydraulic issue that it was an issue with his slideouts. When customer insisted it was a hydraulic issue - he was once again told it was NOT a hydraulic issue and that there was no need to replace or do work on his hydraulic system (the exact opposite of what customer states in his complaint). The customer was told that his slides (and bent rams) were most likely the issue and it was recommended he have adjustment work done on his slides. Customer declined to have work done. 3) It is true that the ram bracket on one of his slides broke when the tech hit the button to retract the slide. We believe this to be due to the poor condition of his slides. Customer has refused repairs and adjustments on the slides, and is stating that a new fuse is solving the problem. The new resetting fuse may not be tripping, but that will not correct the the stress the slides exhibit when coming in and out and he will most likely see the same issues arise again. We still feel our diagnosis from our RVIA certified technician is correct, our diagnostic fee was warranted and customer agreed to pay it (prior to diagnostics being performed). All amounts charged customer were less than estimated quotes, agreed to by customer ahead of time and the agreed diagnostic work was performed.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. I absolutely did talk to your GM, she referred me to the service manager. I don't appreciate you calling your customers liars, That's not how you start off a disagreement!
2. The dealership wanted to BEGIN with replacing major components of the Hydraulic system, replace what they claim are bent arms (Natural sagging occurs). To this point, I called the manufacturer of the hydraulic system (Lippert Components) and Forest River, to discuss my issue, and discuss the failed diagnosis of the dealership. They easily directed me on how to repair the issue. Two 50amp relays were bad on the hydraulic system causing a short (Cost was around [redacted] for the relays). I told the dealership to stop all work on my camper because they were about to try to wrongfully try to sell me thousands worth of hydraulic work, and work on the slide outs. After I replaced the two relays the slides move in and out with no problem.
3. Poor condition of the slides?? The camper is brand new, a 2015.
Finally this response is not acceptable. Your dealership did not diagnose anything properly, They in fact broke my camper, and then charged me on top of the fee. I will not let this go. I want a full refund.
Final Consumer Response /* (4200, 11, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Full refund requested, and I did talk to you.
Final Business Response /* (4000, 13, 2016/05/21) */
We have offered a compromise in an effort to resolve this matter with the customer. Unfortunately, the customer refuses to compromise.