Range RV

Initial Business Response /* (1000, 8, 2015/08/24) */
Contact Name and Title: [redacted] - Operations Manger
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@RANGERV.COM
We are in receipt of the complaint XXXXXXXX and would like to respond specifically to their allegations. In short, they bought a...

trailer from us and needed a generator to run the roof air conditioner while camping at sites with no power. We sold them two 2100 watt generators that parallel together to run the coach.
They used them for several weeks and experienced a problem. They brought them to us and we replaced one of the two 2100 watt generators and the parallel box and gave them back to the customer. They used them again for several more weeks and experienced more trouble with them. As a good will gesture took them back in trade to keep them satisfied. We upgraded them to a single 4000 watt generator which is much easier for them to operate. They had the 4000 watt generator for several weeks and Mrs. [redacted] contacted us and said the generator had an oil leak. We asked them to bring it in to us so the service department could repair the leak. We located the oil leak at a sensor and contacted the warranty department at Powerhouse Generators. Powerhouse sent us a replacement generator and we prepped it and the customer picked it up.
All of the generators returned had excessive hours on them considering the amount of days they actually used each generator which made the "used". We do not warranty the generators, Powerhouse Generators does. As such, it is up to the manufacturer to repair or replace them and in both cases they replaced them. We have contacted Powerhouse again and they willing again to work with the customer to get another replacement 4000 watt generator on the way, but instead the customer chose to call the Revdex.com instead of Powerhouse Generator Company who makes and warranties the generators.
Now to respond specifically to the statements in the letter: Powerhouse has provided 4 replacement generators at no charge to the customer and one parallel box, not an 'adapter' as stated. The oil sensor did not "blow", it was only a nuisance weeping of oil but they still managed to put over 80 hours on it in a "few days". Did they ever check the oil level? These generators are not designed to be standby power systems like "Onan" brand generators, they are temporary power generators that are meant to be ran shorter periods of time and not all day long for weeks at a time. Additionally, the customer probably did not read the manual where it states in three different places that the break in oil must be changed after the first 4-6 hours of use, and again after 50 hours of use, and again after the first 100 hours of us. The 4000 watt they brought to us for repair had 80 hours on it. They did not follow Powerhouse maintenance schedules as prescribed in the owner's manual.
The customer states they want a refund at this point and they had contacted there finance company for advice. We contacted LBS Financial and they reviewed the notes and said there was no notes in the system of Mrs. [redacted] conversation stating they were advised to contact Revdex.com, it is not their policy to do such they stated.
Our last conversation with Mrs. [redacted] was to have Powerhouse replace the generator with another or get authorization from Powerhouse for a refund. If she chooses the latter and Powerhouse approves the return, then when she returns the generator to us so that we can send it back to Powerhouse, and we receive the refund from Powerhouse, then we will forward the refund to their finance company since it was included in their original loan with LBS financial to be applied to their loan.
We look forward to hearing from Mrs. [redacted] to bring this to a satisfactory solution.
Best Regards,
[redacted]
[redacted] RV
Initial Consumer Rebuttal /* (3000, 10, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] is not telling the whole truth. for one [redacted] the service manager told us before they gave us the replacements, they ran the generators for 2 days hooked up to the same type of trailer to make sure they ran before we picked them up. The first 4000 had problems right away, my husband contacted Pablo and told him when he checked the oil, it was very low; Pablo told him that it was normal when breaking in and to just add oil; we added oil and then it started leaking oil from the casing that day. This first 4000 only lasted a week, so that remark about "excessive hours" is a joke. I only ran the generator 2 hours at a time. Second 4000 only lasted an hour or 2 and it blew oil and the casing was cracked where it had screws. my husband has pictures and a video of the last 4000 running when we first started it up and it was puffing smoke. So that is a total untruth about us using the generators excessively. Since we got the first lemon generators (2 piggy back sets) I had to use a cheap Harbor Freight generator that ran beautiful for 4 hours straight; that is what they are built for, to run. I had to purchase the Honda 2000 EU to piggy back to my other Honda right after the last 4000 malfunctioned and those Honda generators perform flawlessly, no oil leaks and it they power up the air conditioner without any problems. [redacted] needs to take responsibility for allowing his salesman Pete to sell these lemons. when I went to their service garage to pick up the last 4000, I noticed 3 of the powerhouse generators sitting off to the side with tags and when I asked one of the workers, he said they had also been returned. I just want our hard earned money refunded. we spent 26,000 on a trailer and lemon generators that Pete sold off as powerful generators. I have told the truth and LBS did tell me I should have left when Pete said they would not work with us unless we requested a loan of 25,000 and that is why he suggested throwing in the generators. what a scam. I just want this [redacted] to take responsibility, they sold us the generators, not Powerhouse and seeing that LBS paid them, they need to do right and refund the money. Their service manager Pablo also told us these generators were junk and his hands were tied as he tried to get them to refund the money to us.
Final Consumer Response /* (2000, 18, 2015/09/28) */
Although we don't agree with [redacted]'s statements "excessive hours" and other ridiculous statements we will accept the offer of full refund to LBS once they receive the generator. Customer service is obviously not a #1 priority when it comes to Range RV. We in good faith brought business to this company and were told by the sales guy these generators were great and we are being blamed for malfunctioning generators! Regardless, we will return the generator once we have a way to transport it back to their lot as soon as possible and it will be in the condition it was after running the first day we picked it up. [redacted]:(
Final Business Response /* (4000, 26, 2016/05/23) */
A credit was issued on 12/9/2015. It has not shown up according to the lender. A check was reissued on 5/23/16 for #1723.00 to the lender. We will continue to follow your case to insure proper posting with your lender. Best Regards.