R.V. General Store, Inc.

Initial Business Response /* (1000, 10, 2015/10/28) */
Our records indicate Mr*** purchased a used Keystone travel trailer from us on September 16, The service history indicates this unit was first brought in for repair nearly months after it was purchased, on June 11, and
again on August 17, We believe there are numerous factual errors with the consumer's complaint
1) One of the items the unit was brought in for was an inoperable "furnace which we never were able to get to work" a) I would have to question why he owned the unit for months before getting the furnace fixed, if it in fact never worked as he claimsb) The average daily high for the period the unit was in our possession was degrees In order to properly test a furnace when the temperature is so high we must run the AC to get the interior of the trailer cool enough so the furnace thermostat will come on I would therefore assert that not only the furnace but also the air conditioner was in working order when Mr*** picked the unit up on August
2) I will agree that Oklahoma had numerous weather events in the month of May and continued periods of rain in June However, we did not believe then, nor do we believe now, that the roof damage Mr*** claimed with his insurance company was the result of a new leak The level of rotting that had taken place takes far longer than two months to occur It was obvious to us that Mr***'s roof had been leaking for quite some time
The job lines on the first repair order included "rain leak at top front trim", "carpet wet around slide when raining" and "city water leaks when pump is on" The consumer was obviously aware of leaking issues with the camper when he brought it to us The warping of the ceiling paneling and water stains were already far along by the time the unit was brought to us I would imagine the problem continued to worsen as rain continued to fall but the bulk of the damage had already occurred
3) This is the biggest factual error claimed by Mr*** His words are "The 'lifetime extended warranty' we purchased would not cover the roof damage and we had to pay for the roof repairs out of pocket" The FACTS are as follows: a) there is a major difference between "Lifetime Warranty" and an "extended service contract" The Lifetime Warranty is available exclusively in Oklahoma from RV General Store at NO COST to the consumer on all new RVs and used RVs model years old or newer b) Mr*** purchased a used model which would have been ineligible for Lifetime Warranty coveragec) Mr*** did purchase an extended service agreement with his unit but the coverage is strictly and explicitly mechanical breakdown coverage, not structural d) Mr***'s purchase date was September 16, We did not even learn about the availability of Lifetime Warranty until we attended the RVDA Convention in Las Vegas on the dates of September - October 3, We entered into an agreement to become the exclusive Oklahoma dealer for Lifetime Warranty on October 2, and did not offer it to our customers until October 10, Therefore, it is absolutely impossible for Mr*** to have purchased the "lifetime extended warranty" as he claims
4) There were items on work order #dated June 11, None of the eight items were regarding the air conditioner If the AC did not work after the consumer returned home with it that is a completely separate issue
5) We did refuse to get on the roof when the trailer was brought back to us because it was not possible to do so safely As stated in item above, it is not possible for the roof to deteriorate to the level it had in the short time the trailer was in our possession It was obviously the result of months of neglect on the part of the RV owner, Mr***
6) We charged the consumer and were paid for the repairs on the initial work order in August of We did charge the consumer a $fee for the estimate for the roof repair This fee would have been credited to the total amount of the repair had we been instructed to replace the roof Mr***'s insurance company chose to total the RV and the insurance company paid the $estimate fee to us themselves when they removed the unit from our lot in September
7) We were never responsible for sending pictures to Mr***'s insurance company The typical process for an insurance claim such as this is that the insurance company will send an adjuster to inspect the damage before determining the level of repair necessary
8) Finally, Mr*** claims he paid "RV General $1,for absolutely nothing!!!" This is a patently claim as I have repeatedly proven in the items above Mr*** paid us $for repairing his furnace, sealing the roof at the front trim, installing a new city water valve, and repairing fire damage (you will notice that Mr*** did not mention that the unit had been damaged by fire in his claim) This is work that he authorized us to do, work that was completed, and work that was paid for as agreed The $fee for the roof repair estimate was paid for by the insurer, not the consumer Therefore, Mr***'s claims that he paid RV General Store "$1,for absolutely nothing" and that we employ "flat deceptive business practices" are refuted as nothing more than lies and an attempt to disparage our business

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

See attached Word document I can't respond in characters or less Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

See attached Word document.  I can't respond in 2000 characters or less.  Thank you.

Initial Business Response /* (1000, 10, 2015/10/28) */
Our records indicate Mr. [redacted] purchased a used 2006 Keystone travel trailer from us on September 16, 2013. The service history indicates this unit was first brought in for repair nearly 21 months after it was purchased, on June 11, 2015 and...

again on August 17, 2015. We believe there are numerous factual errors with the consumer's complaint.
1) One of the items the unit was brought in for was an inoperable "furnace which we never were able to get to work". a) I would have to question why he owned the unit for 21 months before getting the furnace fixed, if it in fact never worked as he claims. b) The average daily high for the period the unit was in our possession was 90 degrees. In order to properly test a furnace when the temperature is so high we must run the AC to get the interior of the trailer cool enough so the furnace thermostat will come on. I would therefore assert that not only the furnace but also the air conditioner was in working order when Mr. [redacted] picked the unit up on August 13.
2) I will agree that Oklahoma had numerous weather events in the month of May 2015 and continued periods of rain in June. However, we did not believe then, nor do we believe now, that the roof damage Mr. [redacted] claimed with his insurance company was the result of a new leak. The level of rotting that had taken place takes far longer than two months to occur. It was obvious to us that Mr. [redacted]'s roof had been leaking for quite some time.
The job lines on the first repair order included "rain leak at top front trim", "carpet wet around slide when raining" and "city water leaks when pump is on". The consumer was obviously aware of leaking issues with the camper when he brought it to us. The warping of the ceiling paneling and water stains were already far along by the time the unit was brought to us. I would imagine the problem continued to worsen as rain continued to fall but the bulk of the damage had already occurred.
3) This is the biggest factual error claimed by Mr. [redacted]. His words are "The 'lifetime extended warranty' we purchased would not cover the roof damage and we had to pay for the roof repairs out of pocket". The FACTS are as follows: a) there is a major difference between "Lifetime Warranty" and an "extended service contract". The Lifetime Warranty is available exclusively in Oklahoma from RV General Store at NO COST to the consumer on all new RVs and used RVs 2 model years old or newer. b) Mr. [redacted] purchased a used 2006 model which would have been ineligible for Lifetime Warranty coverage. c) Mr. [redacted] did purchase an extended service agreement with his unit but the coverage is strictly and explicitly mechanical breakdown coverage, not structural. d) Mr. [redacted]'s purchase date was September 16, 2013. We did not even learn about the availability of Lifetime Warranty until we attended the RVDA Convention in Las Vegas on the dates of September 30 - October 3, 2013. We entered into an agreement to become the exclusive Oklahoma dealer for Lifetime Warranty on October 2, 2013 and did not offer it to our customers until October 10, 2013. Therefore, it is absolutely impossible for Mr. [redacted] to have purchased the "lifetime extended warranty" as he claims.
4) There were 8 items on work order #5827 dated June 11, 2015. None of the eight items were regarding the air conditioner. If the AC did not work after the consumer returned home with it that is a completely separate issue.
5) We did refuse to get on the roof when the trailer was brought back to us because it was not possible to do so safely. As stated in item 2 above, it is not possible for the roof to deteriorate to the level it had in the short time the trailer was in our possession. It was obviously the result of months of neglect on the part of the RV owner, Mr. [redacted].
6) We charged the consumer and were paid for the repairs on the initial work order in August of 2015. We did charge the consumer a $500 fee for the estimate for the roof repair. This fee would have been credited to the total amount of the repair had we been instructed to replace the roof. Mr. [redacted]'s insurance company chose to total the RV and the insurance company paid the $500 estimate fee to us themselves when they removed the unit from our lot in September 2015.
7) We were never responsible for sending pictures to Mr. [redacted]'s insurance company. The typical process for an insurance claim such as this is that the insurance company will send an adjuster to inspect the damage before determining the level of repair necessary.
8) Finally, Mr. [redacted] claims he paid "RV General $1,000.00 for absolutely nothing!!!" This is a patently false claim as I have repeatedly proven in the items above. Mr. [redacted] paid us $498.61 for repairing his furnace, sealing the roof at the front trim, installing a new city water valve, and repairing fire damage (you will notice that Mr. [redacted] did not mention that the unit had been damaged by fire in his claim). This is work that he authorized us to do, work that was completed, and work that was paid for as agreed. The $500 fee for the roof repair estimate was paid for by the insurer, not the consumer. Therefore, Mr. [redacted]'s claims that he paid RV General Store "$1,000.00 for absolutely nothing" and that we employ "flat deceptive business practices" are refuted as nothing more than lies and an attempt to disparage our business.