As of yesterday afternoon, 5/RCD Sales had spoke with MrStuthard and resolved this issue by a billing adjustment. The bill was adjusted to the original quote amount, therefore RCD has forgone the additional labor time we had in altering the position of the bike rack
I am writing in response to a complaint from *** *** regarding damage to a motorhome that they purchased from RCD Sales Co. Ms*** and *** *** purchased a unit from us on October 4th, 2014. In late March of this year we got a call from the customers indicating that they
were getting ready to take the unit on vacation and when they hooked water up to the coach it was leaking all over the place. Due to the time constraints and the customers leaving to head out on vacation they had the unit fixed by a third party while they were on the road. Ms*** sent us over the bills for review and that prompted me to review all of the sale documentation and also the service orders corresponding to the unit that was purchased. No where in any of the sale documentation of service orders that pertain to the unit in question was there any notation of the unit being winterized. Naturally, each year we as a dealership, we have to winterize our inventory that is sitting on the lot through the winter months. We did not start to winterize our inventory until approximately two weeks after *** *** picked up his new motorhome. Furthermore, RCD Sales Co did not winterize the unit in question.
I have spoken to Ms*** since the original complaint was filed and she indicated to me that she has a voicemail from their sales person advising that the unit was in fact winterized and ready to be picked up. I told Ms*** that I had no record of us winterizing the unit, but I would be happy to listen to the voicemail (content of the voicemail) and have another conversation with her regarding the repairs on the unit at that time. I gave her a number to forward it on to and have followed up with her since to check the status of her getting me the voicemail. Ms*** says she is trying to have her cell provider her help her retrieve it because it is on an old cell phone.
At this point with the documentation that I have I show no where that it is indicated that the unit in question was winterized or promised to be winterized. I would be happy to take into consideration a voicemail that suggest something to the contrary and address things accordingly with customers at that time
This is to let you know that the complaint has been resolved. We have received the check for $1000.00 which was the down payment amount. The check has cleared and we are satisfied with the result. Thank you for your assistance with this.
To whom it may concern,
RCD Sales Co got the rejection to our response on May 12th, 2015. On May 13th, 2015 I reached out to [redacted] asking her if there was any other way that she would be able to get me the voicemail in question. I have yet to get any type of response from her at this time. As I stated in the first response, the unit was sold under the pretense that it was not winterized, I show no record anywhere that indicates otherwise. If Ms. [redacted] has a voicemail from her sales professional indicating something different I am willing to listen to what it says and make an action plan accordingly.
I have attached the signed copy of the drop off Repair order. At that time the customer approved a charge of 263.52 along with allowing us to go over by 10% with out contacting the customer. He also agreed that in the event the customer authorized the commencement of work but do...
not authorize the completion of the repair or service, a charge will be imposed for disassembly, reassembly or partially completed work. By signing the work order the customer authorized the repair work set forth. Also, at the time of drop off it was repeatedly explained to the customer that anything not covered by his manufacturer he would be responsible for paying for. Just prior to the customer leaving he told his advisor that any additional charges we could not get covered under his warranty he would get covered. As a family owned and local business we always try to do all work in good faith. In this particular instance one of the items the customer authorized to be addressed at his expense we were able to get covered by his manufacturer warranty. However there were other items that were not covered. At the time of pick up the customer contacted his customer service representative at his manufacturer to persuade them to address those charges and they declined. It is never our intent to have unhappy customers but we feel that we were up front with the customer on how any non covered charges would be handled.Sincerely,Tricia M. G[redacted]Service MangerRCD RV [redacted]
I took a phone call from Mr. and Mrs. [redacted] Friday June 23rd 2017 where they informed me they hired someone to repair their toilet and upon removal of the toilet the plumber informed the customer that the sewer tank and sewer pipe leading to the tank were caked with human waste. I tried to...
explain to the [redacted]'s that the sewer tank is not something that is covered or inspected during our inspection. We do check and inspect plumbing lines and the fresh water tank which I believe led to some confusion as to what is covered and what isn't covered under our inspection. I've attached a copy of our Pre-Delivery Inspection checklist which states waste tanks are not covered (see bottom left of sheet). I never said "that it is now their problem" I did try to explain to the [redacted]'s that this issue is not something that we would have ever known about or foreseen because we would have had to pull the toilet off before finding the problem, which is something we have never done. Mrs. [redacted] then threatened me with legal action and our conversation was over at that point. I reached out to the [redacted]'s again monday the 26th and offered to pull the trailer back to the dealership so we could drop the tank and clean it. Due to their RV being parked in a permanent lot this solution wasn't accepted by the customer so I offered to send a technician to their campsite and clean the sewer pipe and sewer tank. We scheduled this service to be done Thursday July 6th at 11AM.
RCD RV attempted to contact the customer on Thursday January 5th 2017, We left him a message and he did not return the call. We called again called him Friday January 6th 2017 to try to resolve his complaint, we left another message and he has not called us back. We emailed him Saturday January...
7th 2017 and as of today Tuesday January 10th, he has not communicated back with RCD RV.
The customer, [redacted], signed an agreement to purchase a new Summerland travel trailer on 11/19/16 and left a non-refundable credit card deposit of $500. Mr. [redacted] was fully aware of this transaction and his commitment allowed us to begin prepping and detailing the RV for his...
pick-up the next week. On Wednesday 11/23/17, Mr. [redacted] requested that his salesperson meet him at our Pataskala location to view a couple more RV's to insure that the Summerland was the right choice. Our salesperson met him there and confirmed that the Summerland was the right RV. When leaving the Pataskala location around 4pm, our salesperson also confirmed the appointment for delivery and orientation of the Summerland on 11/25/16 at 9am. At this point, we had many hours invested in this transaction to insure complete customer satisfaction. Six days after initial agreement and 20 minutes before the scheduled orientation on 11/25/16, the customer informed us that he was no longer going to buy the camper and wanted a refund of his deposit. The customer has agreed that we have done nothing wrong as a dealership and he has simply changed his mind. It has been explained what goes into preparing a RV for proper delivery and why the deposit is so important as a commitment to buy. With all of that being said, I have reached out to the customer and am currently awaiting a call back to discuss a resolution.
RCD has made contact with Mr. [redacted] and agreed to pick his camper up on 1/17/17,he repairs to the vapor barrier on the slide room. We both agreed that there is no repair to be made to the underbelly that is the design from Jayco. see copied email.
Good afternoon Tricia, Thank you for the email and the information in regards to Mr. [redacted]’s 2016 Eagle HT FW. I have reviewed the pictures provided and inquired with our production staff. The removal and replacement of the underbelly material due to the access panel would not be supported by our 2yr limited warranty. Removal and replacement of the underbelly would be a modification to how the unit was built. The panels are placed in the underbelly to allow access to the slide room motor and attachment point in the event a repair is needed. It is my understanding that any unit built with a through frame slide system such as this unit should have an access panel to help reduce time and monies in the event of a repair. If the customer wishes to have the underbelly replaced because of the installed access panel that replacement would be at their expense.
Thank you
Tom B[redacted]
Product Support Manager
Jayco Inc.
903 South Main Street
Middlebury, IN. 46540
1. I have talked to another customer who received the same promise by the same salesman with the same issue - theirs was not winterized either when it was promised to be.2. I have talked to a third customer who received other promises by the same salesman that were not true - different issue but it shows a pattern.3. Customer information available upon request.4. Voice mail message was received on my old iPhone which was Verizon service. I still have and have presented it to my current service provider, AT&T, but seem to be unable to forward it to anyone but AT&T customers and they cannot forward it along once received. AT&T is working on this still.
The Noble's dropped off their camper on 6/14/17 to begin an RO that included 32 job lines. It was in our shop within 24 hours and was actively being worked on for the next 3 days. Mrs. [redacted] was informed well before hand that there may be odds and end parts that need to be ordered once we get...
through the repair list. One of those items are "feet" for the side patio. The side deck is strapped down because we didn't want further damage to happen when opening. RCD was under the impression they were leaving the camper here until all items were fixed or we would have made arrangements for the patio to be used while we were waiting for parts. As for getting the parts in stock, RCD cannot control how long that takes. We are at the mercy of the manufacturer on when those are available. I can tell you that we will get them here and always do as soon as we possible can. It does us no good for campers to be sitting here un-used. For 32 job lines to get diagnosed, parts ordered, parts in stock, and repaired in less than a week is impossible in our industry. We have done everything possible for these customers to this point. It is all warranty work and we need to be reasonable on time expectations.
I told Matt that I would not cover anything over the hitch adjustment which was 130 dollars what y'all wrote on it after I left I don't know about. I said I wouldn't pay for anything besides the hitch adjustment and Matt agreed before I left other wise I wouldn't have left my trailer. But if that's the way you do buthen it's on yalll you and your company owe me back money for charges I did not approve but if y'all want to lie and cheat that's fine I see how y'all operate. Next time I go anywhere I will record the whole conversation. Thank you for the learning experience. On not to trust any company. [redacted] has filed a complaint against this company also.
To Whom it may concern, [redacted] has approved the antenna to be replaced under good will. The customer dropped the unit off on Monday 8/7/17 and picked it up on 8/8/17 with the new antenna installed. When the customer picked up the unit I was under the understanding that he was...
happy with the resolution and we were on amicable terms.Thank you,Tricia M. G[redacted]
As of yesterday afternoon, 5/RCD Sales had spoke with MrStuthard and resolved this issue by a billing adjustment. The bill was adjusted to the original quote amount, therefore RCD has forgone the additional labor time we had in altering the position of the bike rack
I am writing in response to a complaint from *** *** regarding damage to a motorhome that they purchased from RCD Sales Co. Ms*** and *** *** purchased a unit from us on October 4th, 2014. In late March of this year we got a call from the customers indicating that they
were getting ready to take the unit on vacation and when they hooked water up to the coach it was leaking all over the place. Due to the time constraints and the customers leaving to head out on vacation they had the unit fixed by a third party while they were on the road. Ms*** sent us over the bills for review and that prompted me to review all of the sale documentation and also the service orders corresponding to the unit that was purchased. No where in any of the sale documentation of service orders that pertain to the unit in question was there any notation of the unit being winterized. Naturally, each year we as a dealership, we have to winterize our inventory that is sitting on the lot through the winter months. We did not start to winterize our inventory until approximately two weeks after *** *** picked up his new motorhome. Furthermore, RCD Sales Co did not winterize the unit in question.
I have spoken to Ms*** since the original complaint was filed and she indicated to me that she has a voicemail from their sales person advising that the unit was in fact winterized and ready to be picked up. I told Ms*** that I had no record of us winterizing the unit, but I would be happy to listen to the voicemail (content of the voicemail) and have another conversation with her regarding the repairs on the unit at that time. I gave her a number to forward it on to and have followed up with her since to check the status of her getting me the voicemail. Ms*** says she is trying to have her cell provider her help her retrieve it because it is on an old cell phone.
At this point with the documentation that I have I show no where that it is indicated that the unit in question was winterized or promised to be winterized. I would be happy to take into consideration a voicemail that suggest something to the contrary and address things accordingly with customers at that time
This is to let you know that the complaint has been resolved. We have received the check for $1000.00 which was the down payment amount. The check has cleared and we are satisfied with the result. Thank you for your assistance with this.
To whom it may concern,
RCD Sales Co got the rejection to our response on May 12th, 2015. On May 13th, 2015 I reached out to [redacted] asking her if there was any other way that she would be able to get me the voicemail in question. I have yet to get any type of response from her at this time. As I stated in the first response, the unit was sold under the pretense that it was not winterized, I show no record anywhere that indicates otherwise. If Ms. [redacted] has a voicemail from her sales professional indicating something different I am willing to listen to what it says and make an action plan accordingly.
I have attached the signed copy of the drop off Repair order. At that time the customer approved a charge of 263.52 along with allowing us to go over by 10% with out contacting the customer. He also agreed that in the event the customer authorized the commencement of work but do...
not authorize the completion of the repair or service, a charge will be imposed for disassembly, reassembly or partially completed work. By signing the work order the customer authorized the repair work set forth. Also, at the time of drop off it was repeatedly explained to the customer that anything not covered by his manufacturer he would be responsible for paying for. Just prior to the customer leaving he told his advisor that any additional charges we could not get covered under his warranty he would get covered. As a family owned and local business we always try to do all work in good faith. In this particular instance one of the items the customer authorized to be addressed at his expense we were able to get covered by his manufacturer warranty. However there were other items that were not covered. At the time of pick up the customer contacted his customer service representative at his manufacturer to persuade them to address those charges and they declined. It is never our intent to have unhappy customers but we feel that we were up front with the customer on how any non covered charges would be handled.Sincerely,Tricia M. G[redacted]Service MangerRCD RV [redacted]
I took a phone call from Mr. and Mrs. [redacted] Friday June 23rd 2017 where they informed me they hired someone to repair their toilet and upon removal of the toilet the plumber informed the customer that the sewer tank and sewer pipe leading to the tank were caked with human waste. I tried to...
explain to the [redacted]'s that the sewer tank is not something that is covered or inspected during our inspection. We do check and inspect plumbing lines and the fresh water tank which I believe led to some confusion as to what is covered and what isn't covered under our inspection. I've attached a copy of our Pre-Delivery Inspection checklist which states waste tanks are not covered (see bottom left of sheet). I never said "that it is now their problem" I did try to explain to the [redacted]'s that this issue is not something that we would have ever known about or foreseen because we would have had to pull the toilet off before finding the problem, which is something we have never done. Mrs. [redacted] then threatened me with legal action and our conversation was over at that point. I reached out to the [redacted]'s again monday the 26th and offered to pull the trailer back to the dealership so we could drop the tank and clean it. Due to their RV being parked in a permanent lot this solution wasn't accepted by the customer so I offered to send a technician to their campsite and clean the sewer pipe and sewer tank. We scheduled this service to be done Thursday July 6th at 11AM.
RCD RV attempted to contact the customer on Thursday January 5th 2017, We left him a message and he did not return the call. We called again called him Friday January 6th 2017 to try to resolve his complaint, we left another message and he has not called us back. We emailed him Saturday January...
7th 2017 and as of today Tuesday January 10th, he has not communicated back with RCD RV.
The customer, [redacted], signed an agreement to purchase a new Summerland travel trailer on 11/19/16 and left a non-refundable credit card deposit of $500. Mr. [redacted] was fully aware of this transaction and his commitment allowed us to begin prepping and detailing the RV for his...
pick-up the next week. On Wednesday 11/23/17, Mr. [redacted] requested that his salesperson meet him at our Pataskala location to view a couple more RV's to insure that the Summerland was the right choice. Our salesperson met him there and confirmed that the Summerland was the right RV. When leaving the Pataskala location around 4pm, our salesperson also confirmed the appointment for delivery and orientation of the Summerland on 11/25/16 at 9am. At this point, we had many hours invested in this transaction to insure complete customer satisfaction. Six days after initial agreement and 20 minutes before the scheduled orientation on 11/25/16, the customer informed us that he was no longer going to buy the camper and wanted a refund of his deposit. The customer has agreed that we have done nothing wrong as a dealership and he has simply changed his mind. It has been explained what goes into preparing a RV for proper delivery and why the deposit is so important as a commitment to buy. With all of that being said, I have reached out to the customer and am currently awaiting a call back to discuss a resolution.
Spoke with the General Manager of RCD over the phone and he is refunding my $500 deposit
RCD has made contact with Mr. [redacted] and agreed to pick his camper up on 1/17/17,he repairs to the vapor barrier on the slide room. We both agreed that there is no repair to be made to the underbelly that is the design from Jayco. see copied email.
Good afternoon Tricia, Thank you for the email and the information in regards to Mr. [redacted]’s 2016 Eagle HT FW. I have reviewed the pictures provided and inquired with our production staff. The removal and replacement of the underbelly material due to the access panel would not be supported by our 2yr limited warranty. Removal and replacement of the underbelly would be a modification to how the unit was built. The panels are placed in the underbelly to allow access to the slide room motor and attachment point in the event a repair is needed. It is my understanding that any unit built with a through frame slide system such as this unit should have an access panel to help reduce time and monies in the event of a repair. If the customer wishes to have the underbelly replaced because of the installed access panel that replacement would be at their expense.
Thank you
Tom B[redacted]
Product Support Manager
Jayco Inc.
903 South Main Street
Middlebury, IN. 46540
1. I have talked to another customer who received the same promise by the same salesman with the same issue - theirs was not winterized either when it was promised to be.2. I have talked to a third customer who received other promises by the same salesman that were not true - different issue but it shows a pattern.3. Customer information available upon request.4. Voice mail message was received on my old iPhone which was Verizon service. I still have and have presented it to my current service provider, AT&T, but seem to be unable to forward it to anyone but AT&T customers and they cannot forward it along once received. AT&T is working on this still.
The Noble's dropped off their camper on 6/14/17 to begin an RO that included 32 job lines. It was in our shop within 24 hours and was actively being worked on for the next 3 days. Mrs. [redacted] was informed well before hand that there may be odds and end parts that need to be ordered once we get...
through the repair list. One of those items are "feet" for the side patio. The side deck is strapped down because we didn't want further damage to happen when opening. RCD was under the impression they were leaving the camper here until all items were fixed or we would have made arrangements for the patio to be used while we were waiting for parts. As for getting the parts in stock, RCD cannot control how long that takes. We are at the mercy of the manufacturer on when those are available. I can tell you that we will get them here and always do as soon as we possible can. It does us no good for campers to be sitting here un-used. For 32 job lines to get diagnosed, parts ordered, parts in stock, and repaired in less than a week is impossible in our industry. We have done everything possible for these customers to this point. It is all warranty work and we need to be reasonable on time expectations.
I told Matt that I would not cover anything over the hitch adjustment which was 130 dollars what y'all wrote on it after I left I don't know about. I said I wouldn't pay for anything besides the hitch adjustment and Matt agreed before I left other wise I wouldn't have left my trailer. But if that's the way you do buthen it's on yalll you and your company owe me back money for charges I did not approve but if y'all want to lie and cheat that's fine I see how y'all operate. Next time I go anywhere I will record the whole conversation. Thank you for the learning experience. On not to trust any company. [redacted] has filed a complaint against this company also.
To Whom it may concern, [redacted] has approved the antenna to be replaced under good will. The customer dropped the unit off on Monday 8/7/17 and picked it up on 8/8/17 with the new antenna installed. When the customer picked up the unit I was under the understanding that he was...
happy with the resolution and we were on amicable terms.Thank you,Tricia M. G[redacted]