RV Four Seasons

My Service Manager [redacted] is in contact with customer He is coordinating proper repairs with Forest River, manufacturer of trailer and [redacted] who is responsible for all Onan generator repairs/warrantyOur hope is to have resolution to issue very soon Customer is involved in process

I would like to extend a personal apology to [redacted] and [redacted] We did drop the ball when our service writer failed to add front cap repairs to the original work order That was clearly miscommunication on his part When customer came to pick up unit in July was when we realized the error In an attempt to finish the repair Components from the manufacturer were indeed on back order and took several weeks to procureThis further delayed the work and added to frustration [redacted] did pick up trailer yesterday and seemed to be satisfied with repair I attempted to communicate with him but got no feedback We charged only for the work that was done and it was through insurance company For any inconvenience incurred, I am willing to give the [redacted] a store credit of $

Again, we are addressing the issues in the complaint The customers bought the unit in May, we are dealing with their issues as they arose We will repair the items mentioned out of good faith If the client is unwilling to participate in another transaction, then my only course at this time is to make the necessary repairs

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ After receiving this complaint we researched this deal to see what transpired as the customer has not contacted us since he requested that he return the trailerThis was a "special order" trailer that the customer specifically ordered for him with a non-refundable depositThe unit came in, he took deliveryThere was a mistake on the contract as it was sent to the wrong lender in errorWhen we called the customer to ask him to re-sign a contract with the correct lender at the exact same terms customer politely asked to be able to return his "special order" trailer and we agreed to allow thisWe agreed to take the trailer back but since it was a special order trailer that per our original agreement the deposit would be non-refundable as the exact trailer he ordered came in and was delivered to himHe was, at the time, very happy with that decision as he did not want to be obligated to pay years on something he did not wantOne year later, after receiving no contact from the customer regarding the outcome of the situation, we received this complaintOnce we received the complaint we were actually able to discuss this with the customer and he explained the situationWe immediately decided to refund his deposit of $to aid in remedying his situationWe asked the customer in the future to simply contact the one of us if at all possible and sincerely explain his concerns Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) RV Seasons contacted me after the Revdex.com contacted themIt seems that the owner does not know what his employees are doingFirst off they claim the camper in question was a special orderI was not told it was by the sales repSecondly, what I considered a down payment, they consider a depositEither way it should be criminal to keep anyone's hard earned money and offer nothing in returnLastly, the second invoice I received was of a higher amount, but added to it was a wax or sealer that I did not originally agree to In the end RV seasons did give me my down payment backThe owner did seem to be very concerned about the way his company treats people

This is the first receipt of this issue I will follow up with my staff on Monday and formulate a plan for resolution.Tell us why here

RE: Contract dispute complaintDear Revdex.com,We regret that there was a delay in processing the contract cancellation and refund for Mr [redacted] RV Four Seasons did refund the customer by check on 6/15/and was received and deposited by Mr [redacted] on 6/18/ We applologize for the inconvenience this has caused Mr [redacted] and have made changes to our refund procedures to better serve our customers in the future.Thank you [redacted] ***ControllerRV Four Seasons.com

My staff has reviewed the complaint Worked with the customer and found a resolution We were able to put customer into a new unit and restore their confidence At time of this writing, I believe they are very happy with resolutions

Complaint: [redacted] I am rejecting this response because:we are willing to be put into another unit, but again I reiterate, Not at any extra expense to us! We feel that we have been continually lied to, put off and disregardedYes they are looking at the coach, but, not until we spent months and lots of hours trying to get them to take us seriouslyThe only person that was totally honest with us I have not seen again and his report was tampered with, we were told that he embellished itSeriously why would he do tnat, he works for the company Sincerely, [redacted]

Our *** *** ***, *** *** contacted *** *** regarding his refund on July 21st He looked up his information to verify his refund was actually performed on July 16th He asked him to wait another day or two for refund to show on his account Sometimes it takes a
couple of days to post Mr***, called him back later the afternoon of the 21st of July apologized stating he had overlooked the credit on his statement My store manager asked *** *** to recontact Revdex.com and let them know issue was resolved RV Four Seasons refunded *** *** his deposit in an appropriate manner and consider this issue resolved

This is the first receipt of this issue.  I will follow up with my staff on Monday and formulate a plan for resolution.Tell us why here...

My staff has reviewed the complaint.  Worked with the customer and found a resolution.  We were able to put customer into a new unit and restore their confidence.  At time of this writing, I believe they are very happy with resolutions.

Again, we are addressing the issues in the complaint.  The customers bought the unit in May, we are dealing with their issues as they arose.   We will repair the items mentioned out of good faith.  If the client is unwilling to participate in another transaction, then my only course at this time is to make the necessary repairs.

I contacted the customer.  He is emailing me receipts and work order.  I will see what best resolution for customer is.Tell us why here...

RE:  Contract dispute complaintDear Revdex.com,We regret that there was a delay in processing the contract cancellation and refund for Mr. [redacted].  RV Four Seasons did refund the customer by check on 6/15/16 and was received and deposited by Mr. [redacted] on 6/18/16.  We applologize for the...

inconvenience this has caused Mr. [redacted] and have made changes to our refund procedures to better serve our customers in the future.Thank you. [redacted]ControllerRV Four Seasons.com

[redacted] purchased the unit from us "as is where is" with not warranty express or implied.  The purchase was made in May.  It wasn't until September that these issues were brought to my attention.  Once noted we had unit transported to our Wheatridge location where it was...

inspected.  The unit was completely cleaned out and some components completely disassembled.  My General Sales Manager presented two options, 1.  We could trade unit for another, but would require additional down payment and refinance or 2. We will make repairs she noted in slide out and bathroom floor as well as replace hot water heater.  There is no way to tell the cause or the extent since several months have elapsed.  However, out of good faith we are willing to make repairs at no cost to [redacted].

I would like to extend a personal apology to [redacted] and [redacted].  We did drop the ball when our service writer failed to add front cap repairs to the original work order.  That was clearly miscommunication on his part.  When customer came to pick up unit in July was when we...

realized the error.  In an attempt to finish the repair.  Components from the manufacturer were indeed on back order and took several weeks to procure. This further delayed the work and added to frustration.  [redacted] did pick up trailer yesterday and seemed to be satisfied with repair.  I attempted to communicate with him but got no feedback.  We charged only for the work that was done and it was through insurance company.  For any inconvenience incurred, I am willing to give the [redacted] a store credit of $250.

Initial Business Response /* (1000, 5, 2015/05/13) */
After receiving this complaint we researched this deal to see what transpired as the customer has not contacted us since he requested that he return the trailer. This was a "special order" trailer that the customer specifically ordered for him...

with a non-refundable deposit. The unit came in, he took delivery. There was a mistake on the contract as it was sent to the wrong lender in error. When we called the customer to ask him to re-sign a contract with the correct lender at the exact same terms customer politely asked to be able to return his "special order" trailer and we agreed to allow this. We agreed to take the trailer back but since it was a special order trailer that per our original agreement the deposit would be non-refundable as the exact trailer he ordered came in and was delivered to him. He was, at the time, very happy with that decision as he did not want to be obligated to pay 12 years on something he did not want. One year later, after receiving no contact from the customer regarding the outcome of the situation, we received this complaint. Once we received the complaint we were actually able to discuss this with the customer and he explained the situation. We immediately decided to refund his deposit of $3000 to aid in remedying his situation. We asked the customer in the future to simply contact the one of us if at all possible and sincerely explain his concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
RV 4 Seasons contacted me after the Revdex.com contacted them. It seems that the owner does not know what his employees are doing. First off they claim the camper in question was a special order. I was not told it was by the sales rep. Secondly, what I considered a down payment, they consider a deposit. Either way it should be criminal to keep anyone's hard earned money and offer nothing in return. Lastly, the second invoice I received was of a higher amount, but added to it was a wax or sealer that I did not originally agree to.
In the end RV 4 seasons did give me my down payment back. The owner did seem to be very concerned about the way his company treats people.

Initial Business Response /* (1000, 5, 2015/09/02) */
We at RVFourseasons apologize for not meeting [redacted]'s expectations. Here is a brief summary on the repairs.
6/11/15 Customer brought RV into us for an estimate for body damage. At this time we found roof damage that was not...

identified.
6/17/15 We completed our estimate and informed customer to file a claim with his insurance
6/30/15 Per [redacted] claim was filed on this date.
7/6/15 We took pictures at the request of [redacted]
7/7/15 We sent estimate and pictures to [redacted] and customer
7/18/15 We contacted [redacted] and [redacted] to find that the claim was approved on 7/9/15
7/20/15 We special ordered the parts that we needed
7/21/15 We started on the repairs we had the parts or could get locally
7/31/15 We emailed customer to inform him that we were waiting on fender skirts and an awning fabric
8/4/15 We received the awning fabric and installed. Also we received the incorrect fender skirts. At this time the customer was offered to take his RV so he could go camping due to the parts being cosmetic. Customer wanted to wait until all repairs were done
8/11/15 We called customer to inform him that we waiting on the fender skirts.
8/25/15 We received incorrect fender skirts again
8/26/15 Our service manager contacted[redacted] direct and got the correct fender skirts overnight.
8/27/15 We received the correct fender skirts and we installed. [redacted] was contacted that his RV was complete and ready for pick up.
WE here at RVFourseasons strive for the best customer service and apologize that we didn't meet this for [redacted]. Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When the service manager [redacted] took the repair over, we got contacted and the issue is resolved.

Initial Business Response /* (1000, 6, 2015/12/18) */
We have contacted the customer and apologized for the miscommunications and delays in refunding the balance due from the protection package. Our finance director, who was involved with the customer at the time, is no longer with the company,...

which added to the delays in resolving this issue with our customer. We have issued a check for $2000 for the remaining balance of the protection package payment and for not meeting their expectations. In a phone conversation on December 18 with the customer we both agreed that this would be satisfactory. We hope that the customer will give us another chance when they have their RV in the area to prove that we will go above and beyond for our customers.

My Service Manager [redacted] is in contact with customer.  He is coordinating proper repairs with Forest River, manufacturer of trailer and [redacted] who is responsible for all Onan generator repairs/warranty. Our hope is to have resolution to issue very soon.  Customer is...

involved in process.