Response: Its unfortunate Ms [redacted] found it necessary to file a Revdex.com complaintThe Auburn location of Poulsbo RV is committed to customer care for our customersMs [redacted] did bring in an extensive list of items on her new travel trailer that she wanted addressedAs ***, our service advisor not service manager, stated is a lotIt’s not dismissing the issues but simply stating it’s quite a bit more than what is usually seenSince her travel trailer is new the repairs must be submitted and approved by the manufacturer under warrantyOnce approved the dealer then can proceed with addressing the repairsThe delay in completion is simply because of the process for approval from the manufacturer, ordering of replacement parts, and time to complete such a large listWe do not have a manager named [redacted] so I’m not sure who she spoke with [redacted] our Service Manager and myself are always eager and available to help address situations as thisThe last of the parts ordered to complete the repairs are inMs [redacted] will be contacted with the status and informed as soon as her new trailer is ready Sent on: 5/14/4:07:PM Sent by:
RE: Complaint # [redacted] To whom it may concern, In response to the complaint dated July 29, some clarification of the facts need to be madeCustomer called the Service department on June with concerns that needed to be addressedAn appointment for July was offered but declinedCustomer chose to bring in after the 4th of July weekendAn appointment to bring the coach in was made for July 9th Customer states they called the salesperson, not the Service department, after a week to check status and were told it hadn't been looked atHad they called Service they would have been told the parts for the repair had been orderedParts were to take weeks to arriveThe customers are the ones that asked if they could take the unit while waiting, it wasn't offered to themIt was ok'd by the Service managerOf course in situations when customers take vehicles prior to service work being completed the unit is checked for safety issuesIn this case any leaking fluids would be preventedCertainly not an "environmental polluter" as suggestedRepairs were completed on July 27th The repairs needed were performed under manufacturer's warrantyIt took weeks for the parts to arrive from the factoryThe vehicle was ready for pick up the day after the parts arrivedSince repairs were completed in a time frame and the dealer was not negligent in any way , an offer for compensation is not warranted
Revdex.com Resolution Consultant,The [redacted] family purchased a Safari Zanzibar from Poulsbo RV back in August if Poulsbo RVhas been in contact with the [redacted] family numerous timesEven though the [redacted] family did notpurchase a service contract we always remedied any mechanical issues that arose on their motor homeat no cost to themIt is unfortunate that the [redacted] family has lost confidence in Poulsbo RV as we striveto be number in customer satisfactionThat being said we are still willing to help resolve any issuesthey may have with their recent purchase, but a full refund on a purchase months ago is not possible.Best regards, Poulsbo RV
Complaint: I am rejecting this response because:The forced safety inspection of $is unreasonable, un-necessary and in violation of contractual law, according to legal opinion receivedThe coach is less than a year old, I informed Poulsbo that we have private insurance and warranty protection to address "safety issues"They had initially agreed to sell it as a "gas and go" (as is) Safety had NOTHING to do with them cancelling the dealGreed and deceit are at the heart of this issueThe safety check was a simple money grab and nothing moreThe unit was inspected when it was traded in, according to their own sales staff I would ask this dealer, 1- "Are safety checks mandatory on every sale at Poulsbo RV?" 2- What deficiencies, if any, were found upon trade in? 3- Why was there NO mention by any sales staff, sales manager, business manager of a mandatory safety check?I look forward to your response Sincerely, [redacted]
RE: [redacted] ID # [redacted] Dear Revdex.com, There has been some miscommunication between our customer and Poulsbo RV in terms of setting a n appointmentApparently we were both waiting on a call from each otherWe have been trying to accommodate the workload to the best of our abilitiesThis combined with the delay in getting parts from the manufacturer, and the subsequent issue in replacing the fresh water tank has made getting Mr [redacted] repairs completed take much longer than normalFor this we apologize and Poulsbo RV would like to extend Mr [redacted] a new extension on his warranty from the date of pick upThe coach has first priority in our shop and we are doing everything in our power to expedite repair to get the coach back in Mr [redacted] hands as quickly as possiblePlease contact me at the number below with any questions or concerns or for any further clarificationSincerely, Scott T [redacted] General Manager Poulsbo RV
Poulsbo RV is still in contact with the [redacted] family and we are in the process of repairing their concerns.The oil pressure issue has been repaired and we are in the process of replacing the fogged window at nocharge to the customerCustomer service is the number one priority at Poulsbo RV Best regards,Poulsbo RV Auburn
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 meIt is unfortunate that IF customer satisfaction is #to Poulsbo RV to get to this point in our business dealings generated a great deal of stress for my husband and IPurchasing a Class A motor home can be intimidating to a first time customer and I believe is the major reason we trusted Poulsbo RV and we had done our due diligence by checking Revdex.com grade which WAS "A+" convinced us that we could/should trust them to have our best interest in mind I realize they are selling someone else's products and can't guarantee everything to be in working order, hence the PDI Inspection which was promised would find any issues which were also promised to be fixedI believe most products that Poulsbo RV sells won't have issues that we ran into, we just wish that we would have been considered one of those customers that was #My suggestion to Poulsbo RV when you run into a customer that is experiencing issues and needs your support to be happy with their purchase - Don't call them offering them ridiculous solutions, that was very insulting and infuriatingWhen you're caught in a lie apologize instead of just laughing it offUltimately if customer satisfaction is #and you're going to fix things for the customer in the end anyway, do it in the beginning before the customer has to seek assistance from other sources that hurt your reputationI would have loved to be one of those 100% satisfied and HAPPY customers but instead our experience was very unpleasant and demeaning Now the motor home is in good enough condition I'll feel comfortable to sell it and help to make another person HAPPY with this purchase.Sincerely, [redacted]
*** ***Revdex.comPO Box Dupont, WA ,98327*** September 11, 2015Dear *** ***,
This letter is in response to a complaint submitted on 9/3/15, assigned ID #***We havehad the *** coach at our facility since 7/29/2015, for numerous complaints that
have beenaddressedThe last one is still being worked on and has taken time to correctly repair theproblemWe have a slide room that makes a popping noise when coming inWarranty requiresthat we go through the component manufacture to troubleshoot and get the needed parts forrepairOn this slide room, however, the manufacture wanted to replace one componentOurtechnician was not comfortable with that decision and contacted *** Tech Support fortheir opinion*** agreed with the technician and agreed to pay for the parts and laborto install a complete slide assembly
In the process of determining and ordering the parts there was some confusionOur technicianthought *** was sending the parts, when actually they wanted us to order themAt thistime Mr*** was told the part was on order as we believed it wasWhen Mr***called *** to check on the part he was told it had not been ordered***Customer Service then called to inform me of Mr***'s call and of the part needing to beorderedThis was on 8/30/Customer Service said they would have Tech Support call meto get the correct part orderedThe part was ordered 9/2/I tried to get a tracking numberfor Mr*** but was told there is no tracking number due to the part being sent by thevendorOn 9/2/I called Mr*** to inform him that we do not have a tracking numberbut will call him when the part arrives
On 9/10/I called *** at 11:am to check on the part and was told it wasexpected to ship on 9/14/Called Mr*** 9/10/at 11:am to relay this information; I explained I had just received the sealed screws but am waiting on the slide mechanism
9/10/15, 11:44amReceived a call from Mrs***; she explained her frustration with the situation and asked that I call *** back and try again to expedite the part, then call her back with the resultsI called and spoke with ***, who told me thereis nothing we can do at at this pointIf *** had the part in stock they would have gladly expedited it to usI called Mrs*** back and updated her; 9/10/2015, 12:pm
At this point I have told the ***'s that I will call them when I receive the part and willcomplete the work on their motor home accordingly. 'Paddie T***Service ManagerPoulsbo RV Fife
Complaint: ***Yes we purchased the motor home August 31st, We waited to take delivery and the walk thru until octoberAt such time we took it home and by the time we made it home it had ZERO oil pressureWe also had a list of several major problems when we took it back to Poulsbo, and that is when Brad told us the zero oil pressure would involve obtaining a diesel mechanic to determine the problem and that a new motor would cost $10kWhen we purchased the motor home Bruce the manager said the previous owners consigned it to Poulsbo because there were too many things wrong with it for them to fix itBut we were assured that whatever they found during the PDI and after they did the customer satisfaction which involved fluids and filter changes we would be ready to hit the roadWe found so many more things wrong with it after they said it was ready to go (no heat, no air conditioning, no awning, couldn't see thru drivers window (safety issue), still zero oil pressure and no power - that's their idea of ready to goThe chassis heater had been burned up and yet they didn't discover that in the PDIAnd when my husband gave them the receipts for the parts he ordered to fix it they said they couldn't reimburse us for that because they spent too much alreadyWe took motor home to ocean Nov8th after getting it back the first of november (so we had it a whole week) the 2nd day the refrigerator stopped workiwas a Norcold recall (shouldn't they have checked that???) WE WOULD HAVE PURCHASED AN EXTENDED WARRANTY BUT THEY SAID IT HAD TOO MANY MILES ON IT TO GIVE US ONEWE HAD USE OF MOTOR HOME FOR WEEK NOT MONTHSI, UNLIKE POULSBO, COULD NOT IN GOOD CONSCIENCE SELL THIS POG TO SOMEONE ELSE WITHOUT FIXING THE PROBLEMSPOULSBO RV ALWAYS BLAMES THE CUSTOMER WHEN THINGS GO WRONG, BE AWARE WHEN YOU READ REVIEW RESPONSESTHEIR CONTINUOUS ATTEMPTS TO CONTACT US INVOLVED RIDICULOUS LAUGHABLE PROPOSALS THEY OFFERED US $22K TRADE IN ON OUR RV (we just paid $40K) IF WE WANTED TO GET ANOTHER ONETHEN DAN THE SALES MANAGER CALLED AND OFFERED US $26KTHEN DAN SAID OK I WILL GIVE YOU $40K TRADE IN VALUE IF YOU BUY OUR RV THAT IS LISTED AT $85K BUT YOU PAY $98K FOR IT AND YOU PAY $5K FOR THE PDI ON THAT COACH AND BECAUSE THE BANK WOULDN'T LOAN THAT MUCH ON THE TRAILER YOU HAVE TO COME UP WITH $25K CASHTHE INVERTER WAS INSTALLED BACKWARDS WHICH CAUSED THE POWER OUTAGEWE NOW HAVE A NICE BLUE SAFARI ZANZIBAR IN OUR DRIVEWAY THAT CANNOT BE USED UNLESS WE'RE WILLING TO CAMP IN OUR YARDI AM SO UPSET THAT THESE PEOPLE GET AWAY WITH TREATING ALOT OF PEOPLE BADLY AND NO ONE CALLS THEM ON ITI'M NOT GOING AWAY AND I WILL DO EVERYTHING TO COST THEM BUSINESS THAT I CANTHEY SCREWED THE ORIGINAL OWNERS WHO WERE AN AND YEAR OLD COUPLE - THE MRS TOLD ME THAT THEY PROMISED THEM THAT THEY WERE GOING TO FIX ALL THE ITEMS AND THEY EVEN GAVE HER A LIST SO SHE ASSUMED THE LOW AMOUNT THEY PAID HER WAS JUSTIFIEDIF YOU'RE WILLING TO BE TAKEN ADVANTAGE OF, LIED TO AND LIED ABOUT GO AHEAD BUY FROM THEM, BUT I'LL WARN YOU IF YOU DON'T HAVE PROBLEMS WITH SALES YOU WILL WITH PARTS DEPT OR SERVICE DEPARTMENTIT TOOK THE SERVICE DEPARTMENT MONTHS TO DO A CHECKOUT AND FIX ON OUR COACHAND IF YOU CALL HAVING THE COACH PARKED IN OUR DRIVEWAY AS OWNING IT FOR MONTHS YOU SHOULD HAVE YOUR HEAD EXAMINEDI GUESS I GOT MY ANSWER I CALLED THE GENERAL MANAGER TO SEE WHAT THEY WOULD DO AND WE GOT THE ABOVE REPLY, SO IT SOUNDS LIKE I NEED TO MOVE ONTO THE NEXT STEPSThe General Manager contacted us to attempt to work things outThey picked up the RV to take to a diesel mechanic to determine the oil pressure issueIt needs a new oil sensing unitHe will then have someone look into the fogged drivers windowThe way we were treated is unacceptable, it should never have happened from #in the nation RV dealerThere were so many items my husband has fixed on his own that they should have caught as promisedPoulsbo RV response was deceptive and blaming us for their incompetence I am rejecting this response because:
Sincerely,*** ***
Dear Revdex.com, We have contacted Mrand Mrs*** and made certain that all of their concerns have been addressedWe were very apologetic that their calls were not returned in a much more timely fashion which led them to believe that we did not care about their needs and concernsPrior to receiving
your letter we had mailed out the remotes and user manuals and they have let us know that they have received themWe have the propane hose for the BBQ shipped to them and have given them the tracking numberWe have arranged to pick up their motorhome from their home in Cashmere, bring it to our facility for repairs and deliver it back to them when the repairs a re completedThey have asked that we wait until September to pick up their motorhome so that they can use it for a trip in August and we have let them know that we will work within their schedule and make sure that the repairs are completed to their satisfactionThey have let Kelly their Service Advisor know that they are happy
with the arrangementsPlease contact me at the number below with any questions or concerns or for any further clarification
Complaint: ***
I am rejecting this response because: There was nothing regarding the issues we addressedPoulsbo RV cost us thousands of out of pocket costs and now we need all new tires and a major tune upThe tires alone are almost $4,We have been advised by a tire tech that the tires are years old and rottingHe was able to show us the markings on the tires as to when they were madeWe still do not know what the cost will be with the diesel repairA brief consultation with a tech has indicated problems with the turbo, gas pumps etcwhich may go beyond $5,Again, we were told the tires were fine and the RV had a complete tune upHaving had a tech look at the engine he showed us proof that the last time the motor had any work done was in
RE: *** *** ID # *** Dear Revdex.com, We are very sorry about the unfortunate timing of the camper delivery and do care about *** as a customerWe were honestly trying for a fast turnaround for her, however there were issues with the sealant on the camperThis was an unexpected find
that we caught during the camper's pre-delivery inspectionThere was no deceit intendedI wish that a quick turnaround were possible in this particular circumstanceYes we are very busy, but it definitely is better to take a few days to guarantee quality than to deliver it with a potential water leak issueAgain we apologize for the time but we never want to com promise quality for the sake of "just getting out another unit." We want to insure that our customers are getting the quality that they are paying for and that their investment is protectedPlease do not hesitate to have *** contact me at ***I would be happy to speak with her and I look forward to a positive dealer/owner experience down the roadPlease contact me at the number below with any questions or concerns or for any further clarificationSincerely, Scott T*** *** General Manager Poulsbo RV
Thank you Revdex.com to step in and help me with this really bad customer experience where Poulsbo RV dealership at MtVernon WA, complete back out with the deal they made with meIt start with $out of door and then after we visited dealership they completely backed out and asked full amount of $RV was sale price of $+ tax which means when they back out they asked me full priceAfter Revdex.com step in they are offering same RV for $to me after they will repair the existing safety issuesI don't understand one thing which is, why they called me saying they fixed all existing issues without any cost to me and send the RV same day for second inspection location "Fleetwood services" requested by usThen end of same day the manager "***" calls me that they can't sell the RV to me because they find many issues in RV and they pull the RV back from Fleetwood servicesIf the safety inspection was not complete at Poulsbo RV, why did they even send the RV to Fleetwood services for second inspection requested by us along with phone call to me saying the issues are fixed without any cost to me by salesman? This tells that someone is not answering the true statement
Now at this point I can say is I will pay $out of the door with full safety inspection and repairs includedIf they accept this my final proposal, then after they finish their repairs send the RV to "Fleetwood services" for engine and transmission check on my cost and I will come and sign paperwork if there is no major issues come out from Fleetwood services inspectionThis will be my final offer
Thanks again Revdex.com for your awesome support and I believe when dealers like this make deals which attracts the customer to go dealership and then they bomb with thousands of dollars of repair will only give pain to customer and total waste of customer time
Thanks to Revdex.com understanding the customers like meCustomer service is a key to successful business which is missing in my deal with dealership
Thankyou!
Response:
Its unfortunate Ms. [redacted] found it necessary to file a Revdex.com complaint. The Auburn location of Poulsbo RV is committed to customer care for our customers. Ms. [redacted] did bring in an extensive list of items on her new travel trailer that she wanted addressed. As [redacted], our service advisor not...
service manager, stated 60 is a lot. It’s not dismissing the issues but simply stating it’s quite a bit more than what is usually seen. Since her travel trailer is new the repairs must be submitted and approved by the manufacturer under warranty. Once approved the dealer then can proceed with addressing the repairs. The delay in completion is simply because of the process for approval from the manufacturer, ordering of replacement parts, and time to complete such a large list. We do not have a manager named [redacted] so I’m not sure who she spoke with. [redacted] our Service Manager and myself are always eager and available to help address situations as this. The last of the parts ordered to complete the repairs are in. Ms. [redacted] will be contacted with the status and informed as soon as her new trailer is ready.
Sent on: 5/14/2015 4:07:09 PM
Sent by: 23.25.139.74
Complaint: 12460143
I am rejecting this response because:The forced safety inspection of $1040 is unreasonable, un-necessary and in violation of contractual law, according to legal opinion received. The coach is less than a year old, I informed Poulsbo that we have private insurance and warranty protection to address "safety issues". They had initially agreed to sell it as a "gas and go" (as is) . Safety had NOTHING to do with them cancelling the deal. Greed and deceit are at the heart of this issue. The safety check was a simple money grab and nothing more. The unit was inspected when it was traded in, according to their own sales staff. I would ask this dealer, 1- "Are safety checks mandatory on every sale at Poulsbo RV?" 2- What deficiencies, if any, were found upon trade in? 3- Why was there NO mention by any sales staff, sales manager, business manager of a mandatory safety check?I look forward to your response.
Sincerely,
[redacted]
Response: Its unfortunate Ms [redacted] found it necessary to file a Revdex.com complaintThe Auburn location of Poulsbo RV is committed to customer care for our customersMs [redacted] did bring in an extensive list of items on her new travel trailer that she wanted addressedAs ***, our service advisor not service manager, stated is a lotIt’s not dismissing the issues but simply stating it’s quite a bit more than what is usually seenSince her travel trailer is new the repairs must be submitted and approved by the manufacturer under warrantyOnce approved the dealer then can proceed with addressing the repairsThe delay in completion is simply because of the process for approval from the manufacturer, ordering of replacement parts, and time to complete such a large listWe do not have a manager named [redacted] so I’m not sure who she spoke with [redacted] our Service Manager and myself are always eager and available to help address situations as thisThe last of the parts ordered to complete the repairs are inMs [redacted] will be contacted with the status and informed as soon as her new trailer is ready Sent on: 5/14/4:07:PM Sent by:
RE: Complaint # [redacted] To whom it may concern, In response to the complaint dated July 29, some clarification of the facts need to be madeCustomer called the Service department on June with concerns that needed to be addressedAn appointment for July was offered but declinedCustomer chose to bring in after the 4th of July weekendAn appointment to bring the coach in was made for July 9th Customer states they called the salesperson, not the Service department, after a week to check status and were told it hadn't been looked atHad they called Service they would have been told the parts for the repair had been orderedParts were to take weeks to arriveThe customers are the ones that asked if they could take the unit while waiting, it wasn't offered to themIt was ok'd by the Service managerOf course in situations when customers take vehicles prior to service work being completed the unit is checked for safety issuesIn this case any leaking fluids would be preventedCertainly not an "environmental polluter" as suggestedRepairs were completed on July 27th The repairs needed were performed under manufacturer's warrantyIt took weeks for the parts to arrive from the factoryThe vehicle was ready for pick up the day after the parts arrivedSince repairs were completed in a time frame and the dealer was not negligent in any way , an offer for compensation is not warranted
Revdex.com Resolution Consultant,The [redacted] family purchased a Safari Zanzibar from Poulsbo RV back in August if Poulsbo RVhas been in contact with the [redacted] family numerous timesEven though the [redacted] family did notpurchase a service contract we always remedied any mechanical issues that arose on their motor homeat no cost to themIt is unfortunate that the [redacted] family has lost confidence in Poulsbo RV as we striveto be number in customer satisfactionThat being said we are still willing to help resolve any issuesthey may have with their recent purchase, but a full refund on a purchase months ago is not possible.Best regards, Poulsbo RV
Complaint: I am rejecting this response because:The forced safety inspection of $is unreasonable, un-necessary and in violation of contractual law, according to legal opinion receivedThe coach is less than a year old, I informed Poulsbo that we have private insurance and warranty protection to address "safety issues"They had initially agreed to sell it as a "gas and go" (as is) Safety had NOTHING to do with them cancelling the dealGreed and deceit are at the heart of this issueThe safety check was a simple money grab and nothing moreThe unit was inspected when it was traded in, according to their own sales staff I would ask this dealer, 1- "Are safety checks mandatory on every sale at Poulsbo RV?" 2- What deficiencies, if any, were found upon trade in? 3- Why was there NO mention by any sales staff, sales manager, business manager of a mandatory safety check?I look forward to your response Sincerely, [redacted]
RE: [redacted] ID # [redacted] Dear Revdex.com, There has been some miscommunication between our customer and Poulsbo RV in terms of setting a n appointmentApparently we were both waiting on a call from each otherWe have been trying to accommodate the workload to the best of our abilitiesThis combined with the delay in getting parts from the manufacturer, and the subsequent issue in replacing the fresh water tank has made getting Mr [redacted] repairs completed take much longer than normalFor this we apologize and Poulsbo RV would like to extend Mr [redacted] a new extension on his warranty from the date of pick upThe coach has first priority in our shop and we are doing everything in our power to expedite repair to get the coach back in Mr [redacted] hands as quickly as possiblePlease contact me at the number below with any questions or concerns or for any further clarificationSincerely, Scott T [redacted] General Manager Poulsbo RV
Poulsbo RV is still in contact with the [redacted] family and we are in the process of repairing their concerns.The oil pressure issue has been repaired and we are in the process of replacing the fogged window at nocharge to the customerCustomer service is the number one priority at Poulsbo RV Best regards,Poulsbo RV Auburn
The customer included their contact informationI am having our marketing department remove them from our mailing list Thank 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 meIt is unfortunate that IF customer satisfaction is #to Poulsbo RV to get to this point in our business dealings generated a great deal of stress for my husband and IPurchasing a Class A motor home can be intimidating to a first time customer and I believe is the major reason we trusted Poulsbo RV and we had done our due diligence by checking Revdex.com grade which WAS "A+" convinced us that we could/should trust them to have our best interest in mind I realize they are selling someone else's products and can't guarantee everything to be in working order, hence the PDI Inspection which was promised would find any issues which were also promised to be fixedI believe most products that Poulsbo RV sells won't have issues that we ran into, we just wish that we would have been considered one of those customers that was #My suggestion to Poulsbo RV when you run into a customer that is experiencing issues and needs your support to be happy with their purchase - Don't call them offering them ridiculous solutions, that was very insulting and infuriatingWhen you're caught in a lie apologize instead of just laughing it offUltimately if customer satisfaction is #and you're going to fix things for the customer in the end anyway, do it in the beginning before the customer has to seek assistance from other sources that hurt your reputationI would have loved to be one of those 100% satisfied and HAPPY customers but instead our experience was very unpleasant and demeaning Now the motor home is in good enough condition I'll feel comfortable to sell it and help to make another person HAPPY with this purchase.Sincerely, [redacted]
*** ***Revdex.comPO Box Dupont, WA ,98327*** September 11, 2015Dear *** ***,
This letter is in response to a complaint submitted on 9/3/15, assigned ID #***We havehad the *** coach at our facility since 7/29/2015, for numerous complaints that
have beenaddressedThe last one is still being worked on and has taken time to correctly repair theproblemWe have a slide room that makes a popping noise when coming inWarranty requiresthat we go through the component manufacture to troubleshoot and get the needed parts forrepairOn this slide room, however, the manufacture wanted to replace one componentOurtechnician was not comfortable with that decision and contacted *** Tech Support fortheir opinion*** agreed with the technician and agreed to pay for the parts and laborto install a complete slide assembly
In the process of determining and ordering the parts there was some confusionOur technicianthought *** was sending the parts, when actually they wanted us to order themAt thistime Mr*** was told the part was on order as we believed it wasWhen Mr***called *** to check on the part he was told it had not been ordered***Customer Service then called to inform me of Mr***'s call and of the part needing to beorderedThis was on 8/30/Customer Service said they would have Tech Support call meto get the correct part orderedThe part was ordered 9/2/I tried to get a tracking numberfor Mr*** but was told there is no tracking number due to the part being sent by thevendorOn 9/2/I called Mr*** to inform him that we do not have a tracking numberbut will call him when the part arrives
On 9/10/I called *** at 11:am to check on the part and was told it wasexpected to ship on 9/14/Called Mr*** 9/10/at 11:am to relay this information; I explained I had just received the sealed screws but am waiting on the slide mechanism
9/10/15, 11:44amReceived a call from Mrs***; she explained her frustration with the situation and asked that I call *** back and try again to expedite the part, then call her back with the resultsI called and spoke with ***, who told me thereis nothing we can do at at this pointIf *** had the part in stock they would have gladly expedited it to usI called Mrs*** back and updated her; 9/10/2015, 12:pm
At this point I have told the ***'s that I will call them when I receive the part and willcomplete the work on their motor home accordingly. 'Paddie T***Service ManagerPoulsbo RV Fife
We have received your messageThank you for your response
Complaint: ***Yes we purchased the motor home August 31st, We waited to take delivery and the walk thru until octoberAt such time we took it home and by the time we made it home it had ZERO oil pressureWe also had a list of several major problems when we took it back to Poulsbo, and that is when Brad told us the zero oil pressure would involve obtaining a diesel mechanic to determine the problem and that a new motor would cost $10kWhen we purchased the motor home Bruce the manager said the previous owners consigned it to Poulsbo because there were too many things wrong with it for them to fix itBut we were assured that whatever they found during the PDI and after they did the customer satisfaction which involved fluids and filter changes we would be ready to hit the roadWe found so many more things wrong with it after they said it was ready to go (no heat, no air conditioning, no awning, couldn't see thru drivers window (safety issue), still zero oil pressure and no power - that's their idea of ready to goThe chassis heater had been burned up and yet they didn't discover that in the PDIAnd when my husband gave them the receipts for the parts he ordered to fix it they said they couldn't reimburse us for that because they spent too much alreadyWe took motor home to ocean Nov8th after getting it back the first of november (so we had it a whole week) the 2nd day the refrigerator stopped workiwas a Norcold recall (shouldn't they have checked that???) WE WOULD HAVE PURCHASED AN EXTENDED WARRANTY BUT THEY SAID IT HAD TOO MANY MILES ON IT TO GIVE US ONEWE HAD USE OF MOTOR HOME FOR WEEK NOT MONTHSI, UNLIKE POULSBO, COULD NOT IN GOOD CONSCIENCE SELL THIS POG TO SOMEONE ELSE WITHOUT FIXING THE PROBLEMSPOULSBO RV ALWAYS BLAMES THE CUSTOMER WHEN THINGS GO WRONG, BE AWARE WHEN YOU READ REVIEW RESPONSESTHEIR CONTINUOUS ATTEMPTS TO CONTACT US INVOLVED RIDICULOUS LAUGHABLE PROPOSALS THEY OFFERED US $22K TRADE IN ON OUR RV (we just paid $40K) IF WE WANTED TO GET ANOTHER ONETHEN DAN THE SALES MANAGER CALLED AND OFFERED US $26KTHEN DAN SAID OK I WILL GIVE YOU $40K TRADE IN VALUE IF YOU BUY OUR RV THAT IS LISTED AT $85K BUT YOU PAY $98K FOR IT AND YOU PAY $5K FOR THE PDI ON THAT COACH AND BECAUSE THE BANK WOULDN'T LOAN THAT MUCH ON THE TRAILER YOU HAVE TO COME UP WITH $25K CASHTHE INVERTER WAS INSTALLED BACKWARDS WHICH CAUSED THE POWER OUTAGEWE NOW HAVE A NICE BLUE SAFARI ZANZIBAR IN OUR DRIVEWAY THAT CANNOT BE USED UNLESS WE'RE WILLING TO CAMP IN OUR YARDI AM SO UPSET THAT THESE PEOPLE GET AWAY WITH TREATING ALOT OF PEOPLE BADLY AND NO ONE CALLS THEM ON ITI'M NOT GOING AWAY AND I WILL DO EVERYTHING TO COST THEM BUSINESS THAT I CANTHEY SCREWED THE ORIGINAL OWNERS WHO WERE AN AND YEAR OLD COUPLE - THE MRS TOLD ME THAT THEY PROMISED THEM THAT THEY WERE GOING TO FIX ALL THE ITEMS AND THEY EVEN GAVE HER A LIST SO SHE ASSUMED THE LOW AMOUNT THEY PAID HER WAS JUSTIFIEDIF YOU'RE WILLING TO BE TAKEN ADVANTAGE OF, LIED TO AND LIED ABOUT GO AHEAD BUY FROM THEM, BUT I'LL WARN YOU IF YOU DON'T HAVE PROBLEMS WITH SALES YOU WILL WITH PARTS DEPT OR SERVICE DEPARTMENTIT TOOK THE SERVICE DEPARTMENT MONTHS TO DO A CHECKOUT AND FIX ON OUR COACHAND IF YOU CALL HAVING THE COACH PARKED IN OUR DRIVEWAY AS OWNING IT FOR MONTHS YOU SHOULD HAVE YOUR HEAD EXAMINEDI GUESS I GOT MY ANSWER I CALLED THE GENERAL MANAGER TO SEE WHAT THEY WOULD DO AND WE GOT THE ABOVE REPLY, SO IT SOUNDS LIKE I NEED TO MOVE ONTO THE NEXT STEPSThe General Manager contacted us to attempt to work things outThey picked up the RV to take to a diesel mechanic to determine the oil pressure issueIt needs a new oil sensing unitHe will then have someone look into the fogged drivers windowThe way we were treated is unacceptable, it should never have happened from #in the nation RV dealerThere were so many items my husband has fixed on his own that they should have caught as promisedPoulsbo RV response was deceptive and blaming us for their incompetence I am rejecting this response because:
Sincerely,*** ***
We are in contact with the customer and working toward a resolution.
Thank you
Dear Revdex.com, We have contacted Mrand Mrs*** and made certain that all of their concerns have been addressedWe were very apologetic that their calls were not returned in a much more timely fashion which led them to believe that we did not care about their needs and concernsPrior to receiving
your letter we had mailed out the remotes and user manuals and they have let us know that they have received themWe have the propane hose for the BBQ shipped to them and have given them the tracking numberWe have arranged to pick up their motorhome from their home in Cashmere, bring it to our facility for repairs and deliver it back to them when the repairs a re completedThey have asked that we wait until September to pick up their motorhome so that they can use it for a trip in August and we have let them know that we will work within their schedule and make sure that the repairs are completed to their satisfactionThey have let Kelly their Service Advisor know that they are happy
with the arrangementsPlease contact me at the number below with any questions or concerns or for any further clarification
Complaint: ***
I am rejecting this response because: There was nothing regarding the issues we addressedPoulsbo RV cost us thousands of out of pocket costs and now we need all new tires and a major tune upThe tires alone are almost $4,We have been advised by a tire tech that the tires are years old and rottingHe was able to show us the markings on the tires as to when they were madeWe still do not know what the cost will be with the diesel repairA brief consultation with a tech has indicated problems with the turbo, gas pumps etcwhich may go beyond $5,Again, we were told the tires were fine and the RV had a complete tune upHaving had a tech look at the engine he showed us proof that the last time the motor had any work done was in
We have been in contact with the customerWe are working to resolve the problems and satisfy the customer
RE: *** *** ID # *** Dear Revdex.com, We are very sorry about the unfortunate timing of the camper delivery and do care about *** as a customerWe were honestly trying for a fast turnaround for her, however there were issues with the sealant on the camperThis was an unexpected find
that we caught during the camper's pre-delivery inspectionThere was no deceit intendedI wish that a quick turnaround were possible in this particular circumstanceYes we are very busy, but it definitely is better to take a few days to guarantee quality than to deliver it with a potential water leak issueAgain we apologize for the time but we never want to com promise quality for the sake of "just getting out another unit." We want to insure that our customers are getting the quality that they are paying for and that their investment is protectedPlease do not hesitate to have *** contact me at ***I would be happy to speak with her and I look forward to a positive dealer/owner experience down the roadPlease contact me at the number below with any questions or concerns or for any further clarificationSincerely, Scott T*** *** General Manager Poulsbo RV
Thank you Revdex.com to step in and help me with this really bad customer experience where Poulsbo RV dealership at MtVernon WA, complete back out with the deal they made with meIt start with $out of door and then after we visited dealership they completely backed out and asked full amount of $RV was sale price of $+ tax which means when they back out they asked me full priceAfter Revdex.com step in they are offering same RV for $to me after they will repair the existing safety issuesI don't understand one thing which is, why they called me saying they fixed all existing issues without any cost to me and send the RV same day for second inspection location "Fleetwood services" requested by usThen end of same day the manager "***" calls me that they can't sell the RV to me because they find many issues in RV and they pull the RV back from Fleetwood servicesIf the safety inspection was not complete at Poulsbo RV, why did they even send the RV to Fleetwood services for second inspection requested by us along with phone call to me saying the issues are fixed without any cost to me by salesman? This tells that someone is not answering the true statement
Now at this point I can say is I will pay $out of the door with full safety inspection and repairs includedIf they accept this my final proposal, then after they finish their repairs send the RV to "Fleetwood services" for engine and transmission check on my cost and I will come and sign paperwork if there is no major issues come out from Fleetwood services inspectionThis will be my final offer
Thanks again Revdex.com for your awesome support and I believe when dealers like this make deals which attracts the customer to go dealership and then they bomb with thousands of dollars of repair will only give pain to customer and total waste of customer time
Thanks to Revdex.com understanding the customers like meCustomer service is a key to successful business which is missing in my deal with dealership
Thankyou!
Response:
Its unfortunate Ms. [redacted] found it necessary to file a Revdex.com complaint. The Auburn location of Poulsbo RV is committed to customer care for our customers. Ms. [redacted] did bring in an extensive list of items on her new travel trailer that she wanted addressed. As [redacted], our service advisor not...
service manager, stated 60 is a lot. It’s not dismissing the issues but simply stating it’s quite a bit more than what is usually seen. Since her travel trailer is new the repairs must be submitted and approved by the manufacturer under warranty. Once approved the dealer then can proceed with addressing the repairs. The delay in completion is simply because of the process for approval from the manufacturer, ordering of replacement parts, and time to complete such a large list. We do not have a manager named [redacted] so I’m not sure who she spoke with. [redacted] our Service Manager and myself are always eager and available to help address situations as this. The last of the parts ordered to complete the repairs are in. Ms. [redacted] will be contacted with the status and informed as soon as her new trailer is ready.
Sent on: 5/14/2015 4:07:09 PM
Sent by: 23.25.139.74
The customer included their contact information. I am having our marketing department remove them from our mailing list.
Thank you,
Complaint: 12460143
I am rejecting this response because:The forced safety inspection of $1040 is unreasonable, un-necessary and in violation of contractual law, according to legal opinion received. The coach is less than a year old, I informed Poulsbo that we have private insurance and warranty protection to address "safety issues". They had initially agreed to sell it as a "gas and go" (as is) . Safety had NOTHING to do with them cancelling the deal. Greed and deceit are at the heart of this issue. The safety check was a simple money grab and nothing more. The unit was inspected when it was traded in, according to their own sales staff. I would ask this dealer, 1- "Are safety checks mandatory on every sale at Poulsbo RV?" 2- What deficiencies, if any, were found upon trade in? 3- Why was there NO mention by any sales staff, sales manager, business manager of a mandatory safety check?I look forward to your response.
Sincerely,
[redacted]