Reines RV Center

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.To date I still do not have my camper, I expect to either Forest River or Reines to provide an extended warranty or at least an extension of the original warranty for three months from the date my camper is returned to me It is a round trip of miles per trip for me the pick up the camper and then return to Reines, time consuming and costly for fuel Regards, [redacted]

In regards to complaint number [redacted] for [redacted] Reines RV of [redacted] was sold on 6/10/to another company called [redacted] which has no responsibility for this matterI am sorry if the customer is having problemsThe tags had been returned back to the dealership and were once again mailed to the customer who should have them in about days.In regards to having an alignment done I will check into this and make every effort to have the customer reimbursed for this after I check with all the parties involvedI will find out if the dealership has the paperwork from [redacted] ***The alignment is done at the factory before delivery so that is why they normally do not cover this.As far as the seat issue the customer saw the seats when they purchased the vehicle and also at deliveryNothing was changedThese are the seats that came with the vehicle and were not charged for any upgradeThe manufacturer may have put that item on the MSRP by mistake but that is not what came with the vehicleI would suggest to them that they contact customer service at the Thor company who made the motor home and put the MSRP on the vehicleThey are also the company that warranties the vehicle not Reines RV.One thing I would suggest to the customer is when they say they have bumper to bumper coverage that is not trueSome items such as small adjustments are only covered for days They should read the warranty coverage from the manufacturing company and if they purchased an extended warranty which is a good idea they should read that alsoItems such as a loose wire or adjusting a latch etcare not covered since it needs to be a broken partThis is just for their informationI will admit that the change from one company to another has been confusing not only for the employees but for customers also but I will work on the alignment issue.Thank you[redacted]

June 18, Dear *** ***,In regards to *** letter (ID# ***), I'm confused about what problem he is having, exactlySeveral months after purchasing his motorhome he brought us a list of twelve items that needed to be repairedEven though we have a 50/
warranty for the first thirty days, we repaired all items at no chargeWe replaced the roof A/C compressor, motor, and fan prop at no charge to the customerWe did not re-charge the A/C unitThere was also no deductible chargedWhen driving the motor home the customer should make sure the power cord is plugged in so the generator can run the roof A/C.We also don't drive motor homes to the *** dealership due to insurance regulationsThe local *** dealer is about fifteen minutes from our dealership.Thank You, ?

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To date I still do not have my camper,  I expect to either Forest River or Reines to provide an extended warranty or at least an extension of the original warranty for three months from the date my camper is returned to me.  It is a round trip of 100 miles per trip for me the pick up the camper and then return to Reines, time consuming and costly for fuel.
Regards,[redacted]

This email is in response to Mr. and Mrs. [redacted] letter.The general manager Doug M[redacted] as well as our service manager Lisa at our Ashland location has been in touch with the [redacted]. We have made every attempt to have the manufacturer send any parts that we need as quickly as possible....

Unfortunately it sometimes takes a little longer on some parts if they are not in stock or have to get them from the supplier of the parts. Lisa has even had the manufacturer Forest River replace the axle on the trailer to make sure the alignment of the tires are ok. The travel trailer is safe to use while the axle is being shipped to us. The [redacted] can pickup the unit and go camping and bring the trailer back in when the part arrives.We are trying to do everything possible as well as Forest River to take care of the customers needs. Lisa is in contact with our General manager about this issue. As long as the manufacturer is honoring the warranty they will not issue a refund to a customer or loan payments.All of us at Reines RV Center want the customer to enjoy their camper. Since these are houses on wheels that shake and vibrate we will continue to take care of the [redacted] warranty needs.Thank you.

In regards to complaint number [redacted] for [redacted]Reines RV of [redacted] was sold on 6/10/17 to another company called [redacted] which has no responsibility for this matter. I am sorry if the customer is having problems. The tags had been returned back to the dealership and were once...

again mailed to the customer who should have them in  about 2 days.In regards to having an alignment done I will check into this and make every effort to have the customer reimbursed for this after I check with all the parties involved. I will find out if the dealership has the paperwork from [redacted]. The alignment is done at the factory before delivery so that is why they normally do not cover this.As far as the seat issue the customer saw the seats when they purchased the vehicle and also at delivery. Nothing was changed. These are the seats that came with the vehicle and were not charged for any upgrade. The manufacturer may have put that item on the MSRP by mistake but that is not what came with the vehicle. I would suggest to them that they contact customer service at the Thor company who made the motor home and put the MSRP on the vehicle. They are also the company that warranties the vehicle not Reines RV.One thing I would suggest to the customer is when they say they have bumper to bumper coverage that is not true. Some items such as small adjustments are only covered for 90 days . They should read the warranty coverage from the manufacturing company and if they purchased an extended warranty which is a good idea they should read that also. Items such as a loose wire or  adjusting a latch etc. are not covered since it needs to be a broken part. This is just for their information. I will admit that the change from one company to another has been confusing not only for the employees but for customers also but I will work on the alignment issue.Thank you.[redacted]

[redacted]I received your notification that my compliant was closed. I had not responded because the complaint was still in progress. Reines RV has attempted to settle some of the issues but not all. I am not being reimbursed for the alignment /camber/caliper repairs and I plan to pursue this with the warrantee company and [redacted] The seats were proven to be an issue and [redacted] is sending replacements. The license plates were finally received after 7weeks and another call to Reines when my 2nd set of 30 day tags were about the expire. As far as the company being purchased by [redacted], we were assured at time of sale this was not an issue because the new company buys all liabilities and contracts too. Service and warranties were of no concern. Apparently that was a lie told for a sale along with the many others. I only owned the camper for 1day when I first reported steering and safety issues and less then 30 days with the broken bolt holding my generator on and the latch issues. Well within the 90 days they stated. We are forced to deal with Reines/RV World for any work but so far have not been satisfied. Still waiting on the seats

Review: I purchased an extended warranty on an RV I bought from Reines RV. On 5/30/14 I requested a cancelation and refund of the warranty in person with Ed in the finance dept at Reined RV. I have called numerous times to the finance dept to see why the refund has not been sent to the lein holder. Today, 8/18/14, I spoke to Ed again who said they have only received refunds for March and April and it would probably be another month or so before they get the money from the warranty company. I got the number from him to call the warranty company myself to see what was going on. (###-###-####) I had to give them the last six numbers of the RV Vin #[redacted] to get info. I was informed they canceled the contract on 5/30/14. That they do NOT send money to the dealer for refunds. That the dealer is responsible for doing that!!

I am tired of getting the run around by Rained RV about this refund. I feel it shouldn't take 11 weeks to process a refund. And I feel Reines is deceitful trying to cover up their incompetence of not paying refunds in a timely manner. I'm sure I'm not the only one this is happening to either. This is poor business ethics and they need to be checked out.Desired Settlement: I want the refund I'm due issued immediately to the lein holder, [redacted] and Reins RV Center put on notice regarding their deceitful practice about warranty refunds.

Review: I bought a used 2011 [redacted] and first was told my **. [redacted] that if the RV ever needed service all we had to do was bring it to them and if it was within there ability to fix it they would work on it. If they couldn't they would take the vehicle to the correct place to be fixed. Now there is a recall and they told us we had to take it to the [redacted] shop to have it fixed. When we bought it one of our complaints about the other Class A RV that we bought from an RV shop in the [redacted] Va area made us take it to the shop. **. [redacted] kept telling us we would not have that problem. This was the first false state we are now dealing with. We bought the Class A RV in 2012 and discovered the AC was not working inside while you were driving. It worked when you plugged it into the connection at the RV park. We took it for repair within the time frame and they worked on it at the shop. When we picked it up we tried it and it worked. We were under the impression that they fixed the A/C not just charged it. We didn't use it in 2013 due to my wife's illness so we never knew it wasn't really working. We drove to Florida this year 2014 and found out it was still not working while you were driving. It was a very uncomfortable trip until we stopped at our RV parks. We called Reines and they would not acknowledge they didn't do the job right the first time (we spoke to everyone including [redacted] the GM). We asked would they be willing to go half on the extended warranty of $100 and he said no because it has been two years. We are willing to except that it has been 2 yrs but they should pay half

Business

Response:

June 18, 2014Dear [redacted],In regards to **. [redacted] letter (ID# [redacted]), I'm confused about what problem he is having, exactly. Several months after purchasing his motorhome he brought us a list of twelve items that needed to be repaired. Even though we have a 50/50 warranty for the first thirty days, we repaired all items at no charge. We replaced the roof A/C compressor, motor, and fan prop at no charge to the customer. We did not re-charge the A/C unit. There was also no deductible charged. When driving the motor home the customer should make sure the power cord is plugged in so the generator can run the roof A/C.We also don't drive motor homes to the [redacted] dealership due to insurance regulations. The local [redacted] dealer is about fifteen minutes from our dealership.Thank You, ?