Progressive Housing, Inc.

Review: In July, my father, the couple who are his caregivers, and I rented a motor home from [redacted]. We thought that this would be a comfortable way for my father, age 90, to take a road trip. Unfortunately, there were a number of issues with the motor home.

The more serious included:

-The bed over the driver’s and front passenger’s seat dropped down several inches whenever the motor home encountered rough pavement. It was frightening to have this over the head of the driver and my elderly father. I kept standing up and pushing it back up, which strained my right shoulder. Caregiver [redacted] was the driver. He is tall, so if the bed was not pushed up when he stood up, he hit his head. And, several times, the bed fell down without any jarring and hit [redacted]. The company knew about this, as they told us that the bed “might” drop, but not to worry, it would not fall all the way down.

-The stairs were less than stable, and this, difficult for my father, who actually stumbled and fell on them. Not long after, the reason for their instability became obvious. A bolt fell out of the stairs, which rendered them dangerous for all four of us as they were totally lopsided.

-We got locked in the motor home! When we stopped for the third night, we couldn’t get out. Caregiver [redacted] and I climbed out the back window and got some tools. There was no way we could have gotten my father out the back window. [redacted]’s wife would have also had a difficult time exiting through the back window. This experience and the wobbly stairs resulted in my renting a car and driving my father (following the motor home) for the remainder of the trip. (Jackson, WY to Gardiner, MT to Drytown, CA, at a cost of over $2,000. …made the trip far more expensive than budgeted, as the motor home cost over $4,000 to rent.)

- The hose for emptying sewage from the holding tank had holes in it, so raw sewage squirted out when we dumped the tank.

There were as noted above numerous other less serious flaws that we listed, along with the serious ones, and gave to [redacted] when we returned the motor home on July 24. We complained verbally to the receptionist [redacted], in addition to giving her the list, which took an entire sheet of binder paper! [redacted] was obviously not the least interested in our complaints. She only said that we could not have any amount of the rental fee refunded, to which we replied that we were not asking for any refund, but expressing our dissatisfaction with the safety and quality of the motor home. We were “checked out” by [redacted] and a male employee who inspected the motor home, and who, when out of hearing of the office, told us that the company was not buying that brand of motor home again because of the problems they had with it.

We were dismissed (They wanted to get rid of us quickly so new renters would not hear us complain.), and we were specifically told that we did NOT owe any more money. I was shocked when I opened the next Chase statement and found that we had been charged $258.88 on July 24 (the day we returned the motor home and were told we owed nothing more) and $27 on July 27.

I subscribe to a virtual assistant program, so had them call [redacted] and inquire about the charges. The virtual assistant got the “run around” from [redacted]. The assistant persisted, made several follow up phone calls, and finally, we got a response, in the form of two telephone messages. One to my father’s home and one to Caregiver [redacted]’s cell phone. [redacted] via these messages informed me that since [redacted] was the driver, she could only send information to him even though the rental and subsequent charges were on my father’s credit card! She said that her manager had told her that she could only continue to discuss this with [redacted] or give him further information. I called her and asked if her manager had also authorized charging to a client’s credit card without telling them! No comment on her part.

[redacted] did send copies of the receipts, which we requested, to [redacted]’s home address. The reason for the second charge of $27 was an addition error on July 24, so we owed an additional $27. Both receipts have “phone authorization” written on them. My father did not authorize the charges via “phone”. He cannot hear well enough to talk on the phone, and he does NOT wear his hearing aids in the house. To watch TV he has those earphones that increase the volume for him while keeping it comfortable for the rest of us. To converse with him, we talk loudly. Additionally, he long ago gave up dealing with business matters. He decided at his age someone else (me or Caregiver [redacted]) could do most of them! [redacted] said that he was not called (his phone log could be checked.). and he was so mad at [redacted], especially with all the times he hit his head on the bed, he would never have authorized the charges. They didn’t call me. Bottom line, none of us authorized the charges so [redacted] or another member of the [redacted] staff lied when they wrote “phone auth” on the receipts. And even IF we had given authorization, the receipts should have been mailed to us immediately. [redacted] maintained that she had sent them to [redacted]. Odd that he never got them, but did get the receipts AFTER we complained and AFTER I spoke with her on the phone!Desired Settlement: The charges were for mileage above the “free” amount and for some generator time. We are not disputing the charges, although, a truly customer satisfaction oriented company would have written them off, given the issues we had with the motor home. It is also curious, since the young man who checked us out noted the odometer reading, that [redacted] didn’t compute the charge while we were there. Our main complaint is that [redacted] RV charged amounts to my father’s credit card without authorization and without providing him with receipts. Additionally, the safety issues associated with the motor home, and the poor customer service are definitely concerning to say the least.

Sincerely

Business

Response:

[redacted] I have read over your complaint and unfortunately it appears

we did not convey the outstanding items or the process that takes place clearly

and definitively during your pick up and or upon your return, for that I apologize;

please understand that our goal is to make sure we do the best possible job for

all our customers and it appears in this circumstance we have failed. After reading over your compliant I am

thankful to you for taking the time to share your problems through the “customer’s

eyes” and that gives us as a company an opportunity to improve. Upon your approval of resolution to this complaint we will

refund the additional fees charged to your father’s credit card in the amount

of $285.88. Again I apologize for your experience with our rental department

and I appreciate you taking time to bring it to our attention. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. "We received your letters of October 28 and November 4 TODAY! Mail service in this area definitely and unfortunately falls under the “snail mail” category. The letter of October 28 contained the message from [redacted]. We appreciate Mr. [redacted]’s response, apology and offer to credit the charges that were charged to our credit card without our knowledge. According to the letter, we need to respond for the credit to be applied to the credit card. We, unfortunately, are past the seven days since, as indicated above, we just received your letters. We are hopeful that the credit offer remains. Sincerely[redacted]"

Review: I want to refinance my Mercedes Benz recreational vehicle where I will save $14,000 for a better percentage of my loan. Happy Daze will not sign off to transfer the loan from [redacted] to [redacted] (loan has been approved by [redacted] and [redacted] has okayed to cancel the loan). The only holdup is for Happy Daze to sign off. Also, at the time of purchase, Happy Daze made a copy of my [redacted] card which I now know that this was an illegal procedure. I am questioning why Happy Daze is giving me a bad time. What can be done regarding this situation. The contract states that it can be altered as long as there is written agreement.To this date, [redacted] does not have record on their system for this transaction. [redacted] could not give me an account number which is requested by [redacted]. Therefore, I want to cancel asap.Desired Settlement: I want Happy Daze to sign off the written agreement faxed to them today from [redacted]. Their excuse for not signing the agreement is that "they are too busy." This is not acceptable.

Consumer

Response:

This e-mail is to inform you that Happy Daze mislead us about which firm is financing our Mercedes Benz Plateau TS.

Review: We purchased a 2015 [redacted] from Happy Daze on May 10, 2015. The rig was sold to us as brand new and cost over $100,000. We added about $15,000 worth of upgrades. In addition, we noted about 10 minor repairs that needed to be made on the unit. We were told the upgrades would be installed by their Pre Delivery Inspection (PDI) department. We were scheduled to pick the rig up on June 13th, but were called and told it would not be done until June 20th. We went to look at the unit on the 13th and noted that many of the items on the punch list had not been completed and were assured they would be done by June 20th. On June 20th we went to pick the unit up. We asked to have the pre delivery walk through before releasing the final $10,000 of our down payment so as to assure the work had been completed. We were told we had to sign all papers prior to doing the walk-through. They also assured us that the work had been completed by their best tech and there should be no concerns. Imagine our surprise when we got to the PDI location and found most of the upgrades and repairs incomplete. In addition there was a new scratch on the unit. The tech that walked us through was unfamiliar with the unit and was unable to explain how to use many of the features. We had a firm discussion with the manager of the PDI department and she assured us that they were just waiting for the manufacturer to ship out the finishes required to complete the repairs and upgrades. We drove the unit home only to discover that the inverter was not working, one of the slide-outs was faulty and the dishwasher had not been connected. We drove the unit back to Happy Daze on June 21st and asked for a full refund. They refused and sent the unit to their service department where about 30 more major flaws were discovered by their own tech. Eight weeks later the rig still sits in their service yard and we are now making payments on a unit we are unable to use.Desired Settlement: There are a couple of things that Happy Daze could do to resolve this issue. Ideally we would like them to make the monthly payments on the unit until it is completed to a level of satisfaction one would expect of a luxury unit. Had the repairs been made properly and completely prior to us taking ownership we would not be making payments. The other option is for them to buy out our loan and refund our full cash deposit so we can purchase another unit from a different dealer.

Business

Response:

We are currently working with the customer and the manufacture to solve some warranty issues with their unit. We are waiting on some parts and will be bringing the unit back in to make repairs upon receipt.

Consumer

Response:

I am rejecting this response because: I wish to wait until the unit is completed. Progressive Housing is working hard to accommodate us but the materials from [redacted] have yet to arrive and be installed. I realize that Progressive Housing is at the mercy of [redacted] as far as shipment of materials are concerned, but they will be doing the installation of the appliances, finishes, cabinetry, slide mechanism, and furniture. Therefore, I wish to withhold resolution until after the final walk through on the coach.

Business

Response:

We understand you wanting to leave this open until repairs are completed, we are on the same page but as a member of the Revdex.com I am required to give a response to all complaints within a time period and that was the reason for the response. We will continue to complete all remaining repairs upon receipt of parts from [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

However, I do expect that progress continue to be timely and of quality.Thank you,[redacted]

Review: We bought a 2007 Rockwood pop up tent trailer from Happy Daze. We were given a familiarity walk around with the camper and supposedly "told" of any issues with the camper. We were specifically told if the electric goes out there is a manual crank to use to raise and lower the roof. The company installed a electronic brake control assembly in our 2013 Equinox. The technicians installing the brake controller were extremely rude to my wife. We left with the camper. During an oil change the dealership told us they could not let us take the car due to the wiring job for the controller being installed improperly and starting to burn due to exhaust heat. happy daze did pay the dealership to install the wires correctly. About a month later we went to use the trailer and the electric jack was malfunctioning. I knew this could happen, so I exposed the jack where I was to manually crank it. I could not as the portion I was to attach to was broken off. I called happy daze and they informed me the price of the part and told me I would have to bring it them 4 hours away so they could inspect it over a week and then they might cover the cost of labor but I was still going to have to pay for the part. We could not do this so we continued to wait and then decided to trade it in to [redacted]'s RV in Reno, NV. This dealership happily accepted the trade and conduct an inspection. During the inspection they found one of the axels was bent and damaged, the frame was damaged, and the front portion of the fiberglass was separating drastically by a bed. This was news to us as we had hardly used it due to the electric lift issue and had never taken it anywhere were it could have had these damages occur. It means Happy Daze had sold us this trailer with all these issues, but we had been assured the trailer was in perfect working order and free of any major issues. This is clearly not the case and we feel the need to report poor business practice and Happy Daze should compensate [redacted]'s for the damages they "missed".Desired Settlement: We are looking to have Happy Daze pay [redacted]'s RV for the issues they found as we know this trailer was well taken care of. It is important to note [redacted]'s RV is not holding us accountable or trying to make us pay at all. They are doing great business and are not holding it against us. We are unsure if there is any monetary amount allowed for not being able to use a product due to the sellers poor practices. It is poor practice to do business the way Happy Daze has.

Business

Response:

This customer purchased

a used 2007 Rockwood tent trailer from us in February. In March we were

notified by the customer that while getting his tow vehicle serviced at his

local car dealership the technician noticed a wire that was installed by us was

run to close to the exhaust of the vehicle and could become a fire hazard, we

immediately agreed to cover the cost of repairs to his vehicle and also covered

the cost of a rental car so he would not be without a vehicle due to our

mistake. We paid the dealership that it was taken to directly and there were no

out of pocket expenses incurred by the customer. Regarding the failure of

the electric lift mechanism we offered the customer to bring the unit to us so

we could inspect and or possibly repair but because the customer lived in

Nevada they declined to bring to us.

With regards to the possible bent

axle as claimed by the dealer he traded the vehicle into: The customer

called me on Friday Aug 8th explaining to me that he had received a call from

the dealer that he had traded the vehicle into and stated that they told him

the axle was bent on his trailer but they were not going to charge him for this

because they had already agreed to the sale and where not going to change his deal. I asked him if there was something

that I could do to help and he replied no, but that he would be submitting a

complaint to the Revdex.com because he felt that we should have noticed or repaired

the problem prior. I asked the customer if there were any indications

while towing or just inspecting the unit such as pulling while being towed or

uneven tire wear with the trailer and he said no that it towed fine and didn’t

notice any abnormal wear on the tires.

When we sell a used

vehicle it goes through a complete safety inspection prior to being delivered

to the retail customer, something like bent axle usually is very noticeable,

there was no indication as to any problems with this unit upon delivery.

The customer owned the vehicle for approximately 7 months and stated to me they had made multiple trips with the trailer. There is no

way of knowing how many miles or where the unit was driven during that time and

therefore we cannot accept liability for any damages/failures to the unit as

claimed by the dealer that had received it on trade..

Business

Response:

We are not suggesting

you or anyone damaged the vehicle; you’re being told by the dealer you traded

the vehicle in to that the frame is bent along with the axle and that the

fiberglass is "drastically" separating by the bed. During our

conversation there was no mention of the frame or fiberglass issue brought up

and until yesterday reading the complaint was the first time I have been

notified of these additional issues. When you purchased the unit from us

not only did you have the opportunity to inspect the unit during the sales

process but also a second time during your walk thru at the time of delivery,

at no time was there any mention of the fiberglass pulling away from the unit

which if it is as bad as they say I believe would have been noticeable had it

existed. You stated you took the vehicle on three trips, not once did we

receive a call from you stating the fiberglass was drastically separating from

the body of the unit and it wasn't until the vehicle became someone else's

property did all these items arise. You had the vehicle in your possession

for 7 months and in that time you contacted us regarding the brake control

wiring issue which we promptly took care of and also paid for your rental car,

you also contacted us regarding the lift failure and again we offered to look

at the lift mechanism and to repair without any labor charges.

If this is poor business practices in your opinion than I apologize but I

am sure in your business there are guidelines and policies you have to

adhere to just as we must do the same, you purchased the unit used As-is, and

even though you did buy it As-is we still offered to assist you in the repairs

which you declined.

As previously stated we

will not pay for any additional repairs to the vehicle.

Consumer

Response:

I am rejecting this response because: During our phone conversation I DID bring up the fiberglass and frame. Your mention of the walk around during the purchase was enough time to catch any flaws your inspection team missed, is not logical because customers are not taught on what to look for. The overall experience with the company has been horrible from the customer service on the day of purchase until now. If you refuse to pay the other company then we will ensure no one we know anywhere in California and Nevada do not conduct business with you. A large price to pay over something I can assure you was from your dealership. Have a wonderful day.