R n R RV Center

Complaint: [redacted] I am rejecting this response because: The statements they are making are not trueHe states that they were no where near the circuit panel then how did they check the electrical systemThey diagnosed the volt problem was because the main shut off switch was in the off positionIt was in the off position because my son put it in the off position in case it might run down the batteriesThe switch was not the problem believe me we tried everythingDo you think we would drive hours round trip if nothing was wrong My electrician would have fixed the problem but we didn't want to do anything to void our extended warrantyHe believed the problem to be the GFCI-(Ground Fault Circuit Interrupter) which should have been covered on our extended service planI do not know what R&R Rv's motivation is other than financial They also cut a square in the underside of the trailer and then put back together with zip stripsIt looks like they tried to access it from underneath,??? Now when it rains do you think those zip strips are going to keep the water out? I don't think soAs for the bedroom door that was broken off and laying on the bed when we came to inspect the "Finished" trailerHe makes it sound like they did us a favor fixing it for freeThat's because they broke itIt wasn't broken when I dropped it offIf they had cleaned and sprayed the roof as they claim why was it still dirty as you can see in the attached photos The wheels still had the brush marks where my son had polished them, had the wheels been taken off there would be some evidence of that, hand prints smudges etc Also what about the Charge of $listed on the repair order as job and then another charge of $listed as job other than worded slightly different it is the same jobThe misc charge of $for so called dirty rags and shop supplies why can't I have that itemized I would like that broken down for me I want to know exactly what I am paying forWhen my daughter asked for an explanation of the double charge of $and the details of the $misccharge, that was when [redacted] got frustrated and said, "You know what mam we are done here do whatever you have to do, and don't come back" apparently he had trouble explaining it himselfThe only thing I can think of is the denial of doing any electrial work is because they do not want to be responsible for the damage caused trying to fix itI am extremely disappointed, frustrated and angry Please see attached pictures As for the offer to let him show me the newly packed wheel bearings, my machanic already did that and has given me his opinion, that he does not see any evidence of recent repairI am not going to pull my trailer hours one way to hear more lies and denial or be disrespected by your service technicians [redacted] ***

In response to this customers assertion that we had some knowledge of roof damage to their unit prior to selling it to them is absolutely not trueWe inspect every unit upon arrival from the factory (including the roof) and note any issues etc and then would have charged the factory if this damage were presentWe have no trees on our lot and we did not have any reason to tow this trailer to an area where trees were presentWe took photos of the damage and it is obviously from contact with a treeThere are tree scratches on that whole side and tree debris lodged into the awning and that is still present(see attached pis)The issue with the table that was warped was dealt with when the manufacturer finally provided us with a tableThere was a delay in the production of the table from the factoryOur relationship with this manufacturer is still intact and we are still carrying their product We can in no way purposely sell anything to anyone, we have a few hundred RV's in stock and simply help customers decide which one they would like if they are in the market for an RVThis unit has been in the possession of the customer since last summer and they took it camping, my assumption would be that they hit a low lying tree branch and it damaged the roofWe had the unit in for a few warranty items on 3/21/Shower walls were loose Refrigerator would not turn on Awning was missing an E-Clip Water leaking from under trailerWe found that the awning had a simple clip that had come loose the frig had a failed part and the water issue was being caused by the roof having holes in the membrane causing water to enter behind the shower and down into the underbellyWe suggested that we could help them with an insurance claim on the roofWe see a lot of this type of damage from low hanging trees every yearThe fact is that we helped the customer by covering the obvious holes with sealer to temporarily keep water from causing additional damageRnR will not be participating in any repair costs associated with this damage as we did not cause the damageI did some research on the online request for service and it appears that the request did go to the incorrect location and it did not get responded to in a timely mannerWe do regular checking of voice mails and I have never heard of it taking us weeks to respond to a voice mailI apologize if there was a delay in scheduling as this was not our intentionRnR has done what is required by the manufacturer to determine warranty coverage and repair per the manufacturers instructionsWe have requested the customer come and pick up the unit and as of today they have not arrived to retrieve their unit

Complaint: [redacted] I am rejecting this response because: The issue with the roof is a minor concern in the big picture of thingsMy primary concern is that they sold me a trailer and doIt want to take care of the warranty issuesThe fact that the trailer was not complete at the time of the sale, the fact that the salesman [redacted] ***, the fact that it took me several weeks to get a service appointment for warranty work and the only reason an appointment was scheduled was because I called the extended warranty provider and asked for their assistanceMy primary concern is that the second we signed the contracts and associated paper work we ceased to exist as customers let alone peopleWith the exception of a single employee named fuzzy in parts, every single employee of RnR RV has treated us with extreme disrespectI do not really regret my purchase, I regret purchasing it from somebody I will have to fight with every single time I need to get it worked onI regret purchasing it from a company that will not stand behind their productI regret the fact that I will have to take my trailer miles away to have warranty work done on it because RnR RV is not professional enough to back up those products As far as the roof goes I was not even aware it was a problem at the time it was dropped offI still do not believe it happened while in my possession but like I said that is not my primary concernMy primary concern is getting the work done in a timely manner when under warranty and or extended warranty without having to fight to get something scheduled Sincerely, [redacted]

Response to Complaint ID [redacted] The customer complaint of the table top that was missing at the time of delivery was a valid compliant that our company was aware ofWe were in the process of obtaining this table through the RV ManufacturerWe did have difficulty with this manufacturer and the timing to build and ship this tableWe were promised that it would be done and delivered and they sent us incorrect parts and neglected to get the proper parts comingWe have since received the correct table and the customer picked up the part on Friday September 2nd at our North Spokane locationWe are truly sorry that this caused the customer undue stress and for the inconvenience it may have causedOur goal is to provide top notch customer service and we failed to provide that in this situation due to circumstances beyond our controlWe are hopeful the customer is enjoying their new RV with the proper table in placePlease call to discuss with me personally if this issue is not resolved to your satisfaction Thank you, Keith W [redacted] Director of Fixed Operations

Response to Complaint,This customer purchased a used RV from RnR RV on 05-07-and we delivered the unit to his place of residence on 5-10-He did a complete orientation at this time where we showed him how everything worked on the unitNO deficiencies were noted at this timeHe called our Service Department in the first week of June claiming that he could not get anything to function in the unitWe sent our driver back to his place of residence to discover that the unit had not moved in over a month and had no way to hook power to it and discovered the batteries were completely dead and that is what was causing the problemWe did explain that it had to be plugged in to allow the batteries to charge to maintain functionThe customer was using the unit and stopped by on the 16th of June with a list of items that needed attention and we recorded those items on repair order number [redacted] Three of the items were concerns that the extended service policy he purchased agreed to coverThey are as follows Landing Gear not Functioning, 2.Generator not outputting power, and the 3.Slide Rooms were not functioning Awning on slide damaged(not covered)I have attached the copy to show what we foundThe fact was the customer had changed the batteries and had them wired incorrectly which had caused several fuses to fail as well as the main volt breakerWe corrected the wiring and replaced all the fuses and found that the motor to the slide room and landing gear motor had failedWe ordered and replaced the pump motor and verified functionThe generator had a failed circuit board which we diagnosed and repaired as wellWe did have to wait for the parts to arrive (about weeks) and installation and testing timeWe had the unit ready for pickup on 07-18-He paid his deductible and his repair cost for the damaged awning and he picked up the unitWe did not hear back from this customer until sometime in December of when he claimed the Generator was not functioning againHe did not bring in the unit for diagnosis but rather pulled a part out of the generator and brought it to our location in North Spokane where we explained to him that we could not test this component without it being installed in the generatorWe ultimately ended up sending the part back to the customer by mailWe did not hear anything until August of when he was demanding his money back on the trailer due to his excessive trouble and claiming we were unable to fix it in a timely mannerAnd he was demanding that we should be responsible to pick up and repair and deliver back to him at no costWe explained that we did not feel like we were responsible to pick up and deliver the unit and we would be happy to look at his concerns if he got the unit to us for a proper diagnosisAfter discussion with our General Manager we decided we would make an exception and do a free pickup and delivery of the unit this one timeThe customer sent a very demanding letter listing items to be repaired that had never been discussed with us in anyway and demanded that RnR was going to repair all of these items would be repaired at no cost to himThese items included body damage and broken items that we had no knowledge ofWe sent him back a letter stating that we would be happy to diagnose the mechanical issues he was having and submit to the extended Warranty Company but we were not going to agree to fix all of his damage and other items without looking at the unit firstHe then asked us to cancel his policy and forget the whole thingI explained to him how that would have to be done and we have not heard from him since that dayDue to the long time span between when we worked on the unit and when he claimed to have an additional issue we simply needed to see the unit to determine the cause of the problem With the customer having pulled the generator apart himself we had no way of knowing what may have happenedWe did attempt to work with the customer to satisfy his needs but he was unwilling to work with us toward a proper diagnosis and repair of his issuesHe has canceled his Service Contract as of 9-2-and as I explained to Mr F [redacted] he is now on his own with this unit including the GeneratorWe did try to make an effort to help this customer but he was unwilling to negotiate an agreeable resolution to the issuesRespectfully,Keith W [redacted] DirOf Fixed Operations RnR RV Center

Complaint: [redacted] I am rejecting this response because: As with all dealings with R and R RV this is a lieThe table was not in my possession until September 10th when I was able to get in and pick it upI did not get the call that it was at R and R RV until September 6th, the day it was delivered as reflected in the packing slip still attached to the crate My second reason for rejecting this response is that R and R RV never owned the fact that they dropped the ball on this and that it is thier faultI made a deal with R and R RV and not the manufacturerThe manufacturer did not promise me delivery of a table in 2-weeksThe bottom line is this was a communication error between R and R RV in Spokane and Pacific Coach Works in CaliforniaIf R and R RV would have been on the phone with Pacific Coach works everytime I went in to inquire about my table I am sure this situation would have never happend Sincerely, [redacted]

*** I am very sorry you are not happy with your trailer but when your Passport was in here for service it sounds like if you had just left it with us and let service take care of your warranty problems you would be happy nowWhen you tell a salesman you are unhappy with a trailer they only
have one way to cure the problem is to trade you out of itThey can't help with service problemsThey would have asked you if you wanted to trade it in and you must have said yes or it would not have happenedI am sorry you are not happy with your decision but it was your decisionIf you are having any problems with the unit we sold you I can help with that if you need me to call me at 509-927-Jerry W***I can not remedy your complaint by returning the trailer you traded and give you your money back for something that happened almost a year ago and it was your decisionWe are not a high pressure sales dealership and we would not have sold you anything if you had not asked us to
Jerry W*** GenManager

Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.*** *** ** ** *** *** *** ** * *** ** *** *** ** *** *** *** ** *** ***Regards,*** ***
Dear Sirs,
The business offered no resolution to my complaint They seem to think that it was business as usual to do what they did to me
*** ***

In response to this customers assertion that we had some knowledge of roof damage to their unit prior to selling it to them is absolutely not trueWe inspect every unit upon arrival from the factory (including the roof) and note any issues etc and then would have charged the factory if this damage
were presentWe have no trees on our lot and we did not have any reason to tow this trailer to an area where trees were presentWe took photos of the damage and it is obviously from contact with a treeThere are tree scratches on that whole side and tree debris lodged into the awning and that is still present(see attached pis)The issue with the table that was warped was dealt with when the manufacturer finally provided us with a tableThere was a delay in the production of the table from the factoryOur relationship with this manufacturer is still intact and we are still carrying their product We can in no way purposely sell anything to anyone, we have a few hundred RV's in stock and simply help customers decide which one they would like if they are in the market for an RVThis unit has been in the possession of the customer since last summer and they took it camping, my assumption would be that they hit a low lying tree branch and it damaged the roofWe had the unit in for a few warranty items on 3/21/Shower walls were loose Refrigerator would not turn on Awning was missing an E-Clip Water leaking from under trailerWe found that the awning had a simple clip that had come loose the frig had a failed part and the water issue was being caused by the roof having holes in the membrane causing water to enter behind the shower and down into the underbellyWe suggested that we could help them with an insurance claim on the roofWe see a lot of this type of damage from low hanging trees every yearThe fact is that we helped the customer by covering the obvious holes with sealer to temporarily keep water from causing additional damageRnR will not be participating in any repair costs associated with this damage as we did not cause the damageI did some research on the online request for service and it appears that the request did go to the incorrect location and it did not get responded to in a timely mannerWe do regular checking of voice mails and I have never heard of it taking us weeks to respond to a voice mailI apologize if there was a delay in scheduling as this was not our intentionRnR has done what is required by the manufacturer to determine warranty coverage and repair per the manufacturers instructionsWe have requested the customer come and pick up the unit and as of today they have not arrived to retrieve their unit

Complaint: ***I am rejecting this response because: The statements they are making are not trueHe states that they were no where near the circuit panel then how did they check the electrical systemThey diagnosed the volt problem was because the main shut off switch was in the off positionIt was in the off position because my son put it in the off position in case it might run down the batteriesThe switch was not the problem believe me we tried everythingDo you think we would drive hours round trip if nothing was wrong My electrician would have fixed the problem but we didn't want to do anything to void our extended warrantyHe believed the problem to be the GFCI-(Ground Fault Circuit Interrupter) which should have been covered on our extended service planI do not know what R&R Rv's motivation is other than financial They also cut a square in the underside of the trailer and then put back together with zip stripsIt looks like they tried to access it from underneath,??? Now when it rains do you think those zip strips are going to keep the water out? I don't think soAs for the bedroom door that was broken off and laying on the bed when we came to inspect the "Finished" trailerHe makes it sound like they did us a favor fixing it for freeThat's because they broke itIt wasn't broken when I dropped it offIf they had cleaned and sprayed the roof as they claim why was it still dirty as you can see in the attached photos The wheels still had the brush marks where my son had polished them, had the wheels been taken off there would be some evidence of that, hand prints smudges etc Also what about the Charge of $listed on the repair order as job and then another charge of $listed as job other than worded slightly different it is the same jobThe misc charge of $for so called dirty rags and shop supplies why can't I have that itemized I would like that broken down for me I want to know exactly what I am paying forWhen my daughter asked for an explanation of the double charge of $and the details of the $misccharge, that was when *** got frustrated and said, "You know what mam we are done here do whatever you have to do, and don't come back" apparently he had trouble explaining it himselfThe only thing I can think of is the denial of doing any electrial work is because they do not want to be responsible for the damage caused trying to fix itI am extremely disappointed, frustrated and angry Please see attached pictures As for the offer to let him show me the newly packed wheel bearings, my machanic already did that and has given me his opinion, that he does not see any evidence of recent repairI am not going to pull my trailer hours one way to hear more lies and denial or be disrespected by your service technicians.
*** ***

Response to the rejection of response – ID # [redacted]
 
 
To whom it may concern,
 
I am responding to the rejection on this issue and will follow along with the rejection to help clarify the details.
 
The reason for the rejection was because the consumer states that our statements are not true…
All of the responses to the complaint I wrote were truthful from my prospective. We have no reason to be untruthful in our response but rather state the facts as we saw them.
 
Response to the 12 Volt switch being the problem
 
The tech clearly identified how we checked the 12 Volt system after plugging the unit into shore power and we found the 12 volt side of the unit to be functioning. After unplugging the unit from shore power he then had all 12 volt items to not function as if the battery was not connected. He located a 12 volt shut off in the driver side front compartment and proceeded to turn it on and then everything came on as designed. Customer states in complaint that her son had this turned off to protect batteries but the technician did not have that information on the complaint so he had to discover this by way of testing the unit.
 
Response to the GFCI problem the customer stated that they had diagnosed by their electrician.
 
On the complaint line of the repair order it states that the customer has checked all the breakers and the GFCI and so on. We did test this system as requested and it functioned normally during the test procedure. We have tools designed to trip the GFI when testing and is simulates a Ground Fault Event and everything worked normally.
 
Response to the statement about cutting a hole in the bottom of the trailer and closing it with Zip Ties.
 
We had no reason to be under the trailer for any reason during this visit. We did not cut a hole for any of this testing. This is a method used by the factory to make an access to items under the underbelly which may be to access the slide room motor or plumbing. This is a factory authorized and industry standard way of closing the access but we did not have any reason to be under the unit for any reason. This is an assumption on behalf of the customer. If the customer would like to make this water tight they simply need to install some duct tape over the seams.
 
Response to the bedroom door being broken while here for service.
 
We did not break the door during the service or the technician would have come to management and let us know and we would have made the repair prior to their arrival. We would have no reason to not fix something like this. We assumed the customer had the door off for some reason and had no idea why it was lying on the bed. Maybe it came off in transit?? We repaired for customer in the driveway as it was a simple repair.  
 
Response to the claim that we did not do the roof treatment
 
We do clean the roof to a reasonable level when applying the protectant. As with all roofs they do collect a lot of dirt and become stained from tree debris etc. We clean well enough to allow the protectant to adhere to the roof. The roof will not be 100% like new as we are just applying a protectant for UV rays from the sun. We did apply the product and it is protected. This is a very common yearly maintenance item we do on 100’s of RV’s every year. The photo received from customer shows a very clean roof with the typical sheen from protectant recently being applied.
 
Response to the claim that we didn’t perform the wheel bearing pack as explained.
 
The customer assertion that we did not do this job because you can see brush marks from their son cleaning is obscure. We avoid touching the wheels when doing this service if possible. We take the lugs off and pull the tire off by grabbing the tire. We can prove that we did this service if requested. We use a very specific color grease so we can identify if we have serviced the unit previously. We would have no reason to NOT do this service as requested. The customer is insinuating that we lied about doing any of the work on this unit with zero evidence to support this claim. We have a very good reputation for doing quality work and we employee certified technicians that take great pride in providing top notch service. If we brought in customers units and just neglected to do the work we charged them for we would have a reputation for this. This is a completely fabricated story to avoid paying for the work that was requested.
 
Response to the question of the Shop Supply charge of 17.45
 
This again is an industry standard type of charge to avoid charging the customer for whole containers of product that we may use during routine service. We used chassis grease on the axles, Brake Cleaner to clean the bearings. We also used rubber roof treatment (we buy in bulk) retail cost of this product alone is 21.00 Per Gallon and the Grease we use is Approx 10.00 per tube. This percentage is the fairest way to account for these items and we have used this method for over 20 years.
 
Response to the charge of 67.50 on Job 1 and Job 3
 
The charge on Line 1 – Guest states there is no power No 110 Volt No 12 Volt – This charge is a minimum charge to inspect the system for the complaint the tech was simply checking the integrity of both systems and found both to be working in a half hour time frame. This did not include checking all of the components in the RV. Line 3 is a charge for the customer request to inspect everything that is powered by both systems. This includes making sure the items that are powered by the two systems are functioning. This was a request by the customer separate from the line 1 request. We could have combined the lines but the customer request at time of write up was to check all the components after we got the power systems going. Again a simple minimum half hour charge.
 
Response to the statement, The only thing I can think of is the denial of doing any electrical work is because they don’t want to be responsible for the damage done while trying to fix it.  
 
As stated previously we did not find a problem and therefore there was no time spent repairing anything and there was certainly no reason to cut into the wall for any reason whatsoever. The electrical panel can be completely removed from the hole it resides in by removing the mounting screws. There would be no reason for us to cut anything even if we had to remove this component during the process of a repair. This is again an assumption based on no factual evidence. The pictures provided to us in the complaint show evidence of water damage to the vertical corner trim which was not brought to our attention at the time of write up or otherwise.
 
We did perform all of the work stated on this Repair Order and we did go over the electrical system with the customer at the time of pickup to make sure they saw that the system is working as designed when plugged into our power at the dealership. My assumption is that they may have been plugging into an electrical system that may have been experiencing problems. We have nothing to hide about this inspection and yearly repair work that we performed. If [redacted] would like to call and discuss this with me I would be happy to work out a financial refund for a portion of the inspection and the shop supplies as a goodwill gesture, but at this point the customer has filed a credit card dispute on the entire amount of the transaction and this would need to be resolved prior to making any further arrangements.
 
We take our reputation very seriously and word of mouth is everything in our industry. This is situation has been completely blown out of proportion. We did what we were asked to do by the customer. I am 100% confident that all the work was performed correctly. The disagreement in the service office between [redacted] and [redacted]’s daughter was a result of her accusing us of doing work that we didn’t do, as she was asserting that we would somehow repair a problem that didn’t exist when we checked it out so we could charge them for it…. This is a ridiculous assertion and [redacted] was attempting to explain that we could not duplicate the problem so we had nothing to charge to the extended warranty. She was very loud and yelling and disrupting the office is why she was asked to leave. She was not the customer and she was out of line with her accusing us of performing work at no cost to them to try and hide something… We would like to make [redacted] happy but at this point she has not reached out to seek a resolution on this matter. Please feel free to contact me directly to discuss.
 
Thank you,
 
Keith W[redacted]
Service and Parts Director

Complaint: [redacted]I am rejecting this response because:
As with all dealings with R and R RV this is a lie. The table was not in my possession until September 10th when I was able to get in and pick it up. I did not get the call that it was at R and R RV until September 6th, the day it was delivered as reflected in the packing slip still attached to the crate. 
My second reason for rejecting this response is that R and R RV never owned the fact that they dropped the ball on this and that it is thier fault. I made a deal with R and R RV and not the manufacturer. The manufacturer did not promise me delivery of a table in 2-4 weeks. The bottom line is this was a communication error between R and R RV in Spokane and Pacific Coach Works in California. If R and R RV would have been on the phone with Pacific Coach works everytime I went in to inquire about my table I am sure this situation would have never happend.
 
 
Sincerely,[redacted]

Response to Complaint,This customer purchased a used RV from RnR RV on
05-07-2016 and we delivered the unit to his place of residence on 5-10-2016. He
did a complete orientation at this time where we showed him how everything
worked on the unit. NO deficiencies were noted at this time. He...

called our
Service Department in the first week of June 2016 claiming that he could not
get anything to function in the unit. We sent our driver back to his place of
residence to discover that the unit had not moved in over a month and had no way
to hook power to it and discovered the batteries were completely dead and that
is what was causing the problem. We did explain that it had to be plugged in to
allow the batteries to charge to maintain function. The customer was using the
unit and stopped by on the 16th of June 2016 with a list of 4 items
that needed attention and we recorded those items on repair order number
[redacted]. Three of the items were concerns that the extended service policy he
purchased agreed to cover. They are as follows 1. Landing Gear not Functioning,
2.Generator not outputting power, and the 3.Slide Rooms were not functioning 4.
Awning on slide damaged(not covered). I have attached the copy to show what we
found. The fact was the customer had changed the batteries and had them wired
incorrectly which had caused several fuses to fail as well as the main 12 volt
breaker. We corrected the wiring and replaced all the fuses and found that the
motor to the slide room and landing gear motor had failed. We ordered and
replaced the pump motor and verified function. The generator had a failed
circuit board which we diagnosed and repaired as well. We did have to wait for
the parts to arrive (about 3 weeks) and installation and testing time. We had
the unit ready for pickup on 07-18-2016. He paid his deductible and his repair
cost for the damaged awning and he picked up the unit. We did not hear back
from this customer until sometime in December of 2016 when he claimed the
Generator was not functioning again. He did not bring in the unit for diagnosis
but rather pulled a part out of the generator and brought it to our location in
North Spokane where we explained to him that we could not test this component
without it being installed in the generator. We ultimately ended up sending the
part back to the customer by mail. We did not hear anything until August of
2017 when he was demanding his money back on the trailer due to his excessive
trouble and claiming we were unable to fix it in a timely manner. And he was
demanding that we should be responsible to pick up and repair and deliver back
to him at no cost. We explained that we did not feel like we were responsible
to pick up and deliver the unit and we would be happy to look at his concerns
if he got the unit to us for a proper diagnosis. After discussion with our
General Manager we decided we would make an exception and do a free pickup and
delivery of the unit this one time. The customer sent a very demanding letter
listing items to be repaired that had never been discussed with us in anyway
and demanded that RnR was going to repair all of these items would be repaired
at no cost to him. These items included body damage and broken items that we
had no knowledge of. We sent him back a letter stating that we would be happy
to diagnose the mechanical issues he was having and submit to the extended
Warranty Company but we were not going to agree to fix all of his damage and
other items without looking at the unit first. He then asked us to cancel his
policy and forget the whole thing. I explained to him how that would have to be
done and we have not heard from him since that day. Due to the long time span
between when we worked on the unit and when he claimed to have an additional
issue we simply needed to see the unit to determine the cause of the problem.
With the customer having pulled the generator apart himself we had no way of
knowing what may have happened. We did attempt to work with the customer to
satisfy his needs but he was unwilling to work with us toward a proper
diagnosis and repair of his issues. He has canceled his Service Contract as of
9-2-2017 and as I explained to Mr F** he is now on his own with this unit
including the Generator. We did try to make an effort to help this customer but
he was unwilling to negotiate an agreeable resolution to the issues. Respectfully,Keith W[redacted] Dir. Of Fixed Operations RnR RV Center

Response to Complaint ID [redacted] 
 
The customer complaint of the table top that was missing at the time of delivery was a valid compliant that our company was aware of. We were in the process of obtaining this table through the RV Manufacturer. We did have difficulty with this...

manufacturer and the timing to build and ship this table. We were promised that it would be done and delivered and they sent us incorrect parts and neglected to get the proper parts coming. We have since received the correct table and the customer picked up the part on Friday September 2nd at our North Spokane location. We are truly sorry that this caused the customer undue stress and for the inconvenience it may have caused. Our goal is to provide top notch customer service and we failed to provide that in this situation due to circumstances beyond our control. We are hopeful the customer is enjoying their new RV with the proper table in place. Please call to discuss with me personally if this issue is not resolved to your satisfaction. 
 
Thank you,
Keith W[redacted]
Director of Fixed Operations

Complaint: [redacted]I am rejecting this response because:
1 am writing this in regards to my complaint with R&R RV. I have beenout of town where internet is unavailable. I apologize I did not readthe email until last night. I absolutely do not agree with Mr [redacted]'sresponse. When I dropped my trailer off at R&R RV there was no damageto the molding next to the circuit panel that he states they did not cutthe wood paneling under the circuit panel it has obviously been cut andwhy were there wood chips all over the floor. He also states they hadno reason to be in that area, if that was true how did they check theelectrical system without checking the circuit panel? They also aredenying breaking the bedroom door, I am telling you that bedroom doorwas not broken when we dropped the trailer off. No where in theoriginal work order does it mention a broken bedroom door, because itwasn't broken when dropped off. I believe the repair work done to theelectrical system would have been covered under the extended warrantyand they were iust trying to make up as much money from me as possible in other areas that would not be covered under the warranty. On aprevious occasion my late husband, [redacted] and I while waiting for ourtrailer to be serviced we watched the technician work on our trailor forawhile then proceed to work on somebody else s rv for awhile he did thisfor a couple of hours. I am assuming that the other customer and myselfwere both billed for that shop time. We should have said something atthe time, but didn't. I want to make sure that R&R RV will think twiceabout taking advantage of their customers especially their elderlyfemale customers. its just wrong and bad business.
Sincerely,[redacted]

The customer that brought this unit to us was [redacted] and her son. At the time of write up we simply take the customer complaints and write a repair order so that our technician can evaluate the issues and supply the customer an estimate to repair the issues. At the time of write up we also will...

suggest yearly maintenance items that are appropriate to the age of the unit and length of ownership. We did suggest that the customer should do a Axle Service to re-grease the wheel bearings (Recommended yearly by the manufacturer) and we suggested a clean and treat of the roof and a typical service on all appliances. All of these items the customer agreed to and signed a repair order authorizing us to complete this work along with the diagnosis of the electrical problems they claimed to be experiencing. We did inspect the unit for electrical problems and noted that all of the electrical components are working as designed when we looked at it. They also claimed that the 12 volt electrical system was not working at all and we diagnosed that the main shut off switch was in the off position and when turned on it worked as designed. During the write up the customer indicated that they wanted all of the electrical components checked to make sure everything was functional. After finding no issues with the incoming power we proceeded to check all components as requested and found no issues with the appliances etc. The customer also indicated that the trailer exterior lights were not working when plugged into a vehicle. We again tested with our tester and found them to work correctly and even went as far as to hook to a personal technician truck to verify operation and indicated that they may have an issue on their tow vehicle. We billed the minimum charge for each of these items as we could not find issues with any of the items. We do bill for items that we are asked to look at because we have to pay a technician to inspect and verify the complaint. The customer declined two of the services that were recommended, the spot sealing of the roof was NOT done nor was the water system sanitizing that was recommended due to stale water in the system. We did not charge for these items in any way. We did wash and treat the roof with a UV protection product to help protect the roof. When the customer arrived to pickup the unit she had her daughter with her who apparently had some involvement with the diagnosis of the electrical system. She was insistent that we had replaced a component that we had not and that we were for some reason lying to them about not doing it.... Had we replaced a part we would have charged for the repair and for the part. We would have no reason to lie about something like this. We did charge a standard shop supply charge which covers the Grease used for the bearing pack and any miscellaneous rags solvents etc to complete the repairs. This is standard practice in most automotive and RV repair shops. Apparently there was a bathroom door issue that we did not know about at time of write up that the customer felt like we had caused and we fixed it for free while they waited. The daughter was rude and out of control in our office and she was asked to leave due to her behavior and her un-willingness to try and understand what really happened. She was not the person that brought the unit in and she does not own the vehicle nor was she paying for the repairs. There is also a claim in the complaint concerning the wood paneling under the circuit panel being cut. We had no reason to be in that area cutting anything and again if we were performing labor we would have been billing for the time and material needed to make the repairs. We would not in any way make up a story about the unit working just fine if we found something not working we would be happy to fix it and charge the extended service company or the customer if it was not covered. I believe this complaint was not written by the owner of this unit but rather her daughter, and I would be happy to go over this unit with the owner personally and verify that what we worked on was completed and show them that the unit is working as designed electrically. We take our reputation very seriously and I have included a copy of our repair order to clarify the charges and the repairs that were made. If [redacted] truly believes that we did not do the axle re-pack we would offer to pull it back down in front of her for inspection of the new grease and axle seals. I am not sure what the motivation of the daughter would be in this situation as we verified everything was working as designed which should be a comfort to her and her mother... I would be available for a phone conversation at anytime if [redacted] would like to discuss this issue. Keith W[redacted] - Service and Parts Director.

Complaint: [redacted]
I am rejecting this response because: The issue with the roof is a minor concern in the big picture of things. My primary concern is that they sold me a trailer and do. It want to take care of the warranty issues. The fact that the trailer was not complete at the time of the sale, the fact that the salesman [redacted], the fact that it took me several weeks to get a service appointment for warranty work and the only reason an appointment was scheduled was because I called the extended warranty provider and asked for their assistance. My primary concern is that the second we signed the contracts and associated paper work we ceased to exist as customers let alone people. With the exception of a single employee named fuzzy in parts, every single employee of RnR RV has treated us with extreme disrespect. I do not really regret my purchase, I regret purchasing it from somebody I will have to fight with every single time I need to get it worked on. I regret purchasing it from a company that will not stand behind their product. I regret the fact that I will have to take my trailer 150 miles away to have warranty work done on it because RnR RV is not professional enough to back up those products.  As far as the roof goes I was not even aware it was a problem at the time it was dropped off. I still do not believe it happened while in my possession but like I said that is not my primary concern. My primary concern is getting the work done in a timely manner when under warranty and or extended warranty without having to fight to get something scheduled. 
Sincerely,
[redacted]

Review: High preasured salesmanship,undesclosed contract conditions, preasure to rush through proceedures,contract rewritten by business manager with out declosing possible changes.Desired Settlement: oppertunity to reconsider contract aggrement

Business

Response:

My name is [redacted] I am the general manager of RNR RV. I was also involved with negotiating the sale between the [redacted]'s and the salesman. The [redacted]'s were here on the sales lot for at least two hours deciding between two different units. I do not feel they were pressured in any way. The customers complaint about a contract being rewritten by the business manager. The only thing he did was to offer them an extended warranty which they declined and he printed a purchase order with the final payment figures on it. Which [redacted] read word for word. Mrs. [redacted] told me she was concerned with the wording on the contract that RnR reserved the right to adjust a trade in allowance if the trade did not turn out to be what the customer said it was as occasionally happens. I reassured her we would not change the trade in allowance in her case. She also stated to me that she found cheaper units on the internet and felt she paid too much. I tied to explain to her that we also gave her more than book value for her trade in, but that did not seem to satisfy her. Maybe she was concerned because they told us her trade in was in good condition with no delamination and it was a 1992 pathfinder 28' class a motorhome and it turned out to be a 1990 motorhome and had a lot of delamination and water damage on the drivers side of the coach. We stand by the deal and we feel we did nothing wrong and in no way pressured the [redacted]s to buy anything. We also did not bring up the subject that their unit turned out to be two years older and not in the condition that they told us it was. They have taken delivery of their new coach and we hope they are happy. We will take care of their future service needs and hopefully have a happy customer in the future.

Review: I was negotiating for 2 days on an RV between RnR RV and another seller. RnR both in writing and verbally said they would price match, so in the end, because I was a return customer to RnR wanted to give my business to them so contacted the sales Rep via phone to confirm purchase. At that point, I was not having phone calls returned and was bounced around between two sales reps - ([redacted] and[redacted]) and no calls were being returned. Finally got a hold of [redacted] and was told they could not honor the price from the competitor. I requested a phone call back from the Sales manager and the sales rep, [redacted], both not returned.Desired Settlement: Want a personal call from the owner of RnR to ensure that the owner of this business is aware of the unethical business practices of this location.

Business

Response:

I am [redacted] the General Manager of RnR and I would like to know where in any advertising you say we have that we say we will price match anyone. It is our salesman's job to bring any offer to management but no sales person has the right to approve any purchase price. If you would like to speak to me directly call me at ###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Here is a cut and paste of an email from [redacted] stating they will price match.

2014 Storm 28F

Important mainly because of the words in the message.

Click to teach Gmail this conversation is not important.