RV Outlet USA

I'm [redacted] , one of the owners here at RV Outlet USA in [redacted] , and this actually is the first time we receive a notice from the Revdex.com concerning a dispute from Mr [redacted] I certainly apologize for the delay, as you can see, we have a perfect rating with the Revdex.com and want to keep it that way! In response to Mr [redacted] dispute, it seems he had a misunderstanding on the dollar amount on an RV Mr [redacted] was looking atMr [redacted] had his own financing arrangedThe confusion was in the payoff amount to Mr [redacted] trade inHe owed $27,and wanted to roll over $7,in the loan that he secured, the $19,that we were allowing him for the trade in, he didn't realize that had to be paid off as wellThat's where the confusion wasWe needed a clear title to his trade or an additional $19,to pay his trade off along with the check he broughtWe tried our best to explain this to Mr [redacted] , but I don't think he understood that he had to pay the trade off so we could have a clear titleAgain, Mr [redacted] secured his own financing, had we done the financing, all figures would have been correctWe all felt bad about the misunderstanding and refunded Mr [redacted] his deposit and in good faith, gave Mr [redacted] $towards fuel usageAgain, if he had a clear title along with the check, the deal would have been completedI hope this explains everything and if you have anymore questions, please feel free to contact me Thanks, [redacted]

My name is John MerricksI am one of the owners here at RV Outlet USACustomer satisfaction and service is why we have an A+ rating with the Revdex.com and I will in all my power continue to keep it that wayThis is our response to a complaint made by [redacted] Mr[redacted] was working with [redacted] , one of our sales peopleMr [redacted] contacted us about a RV that he was interested in and said he had an RV that was paid for and was going to sell his straight out and wanted a straight out price from us on ours, which we gave himHe said there was a dealer in Ohio that would sell it to him cheaper, so we matched their price (which was only less) to keep the deal here at RV OutletOnce a price was agreed to, then Mr [redacted] then wanted to trade his RV in after we gave him the lowest priceWe did give him an estimate on trade value based on the condition of his RVHe did send pictures of the exterior and interior, but you can't tell whether it has water damage, bad roof, delamination, etcMr [redacted] also wanted us to install over $worth of accessories for the new unit and we asked him for a good faith depositBy phone conversation with Mr[redacted] , he said he would not leave a deposit unless we guaranteed him the amount we were going to allow him for tradeWe told Mr [redacted] we could not guarantee him that amount sight unseenWe did tell Mr [redacted] if his trade was like he said it was, we would have no problemBut he still refused to leave a depositIn his texts, he states that we would not take a deposit because we would not give him in writing that we would refund him if the deal did not go throughThat is not trueWe always refund depositsHe was asked several times to leave a deposit if he wanted to move forward with the deal and he did not, therefore we did not install the accessoriesIn his texts in his own words it states that he felt every owner and general managers job was to squeeze the customers out of every dollar and find everything wrong with their trade so they can lower the trade valueHe also stated, he didn't trust any salesman and he "knew the game"Being Mr[redacted] felt that way, we believed for us as a company, and Mr [redacted] as a consumer, that it would be best not to conduct business

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for your time and attention to this matterI have read the response from RV Outlet and as I stated in my initial complaint, the mistake was on RV Outlet not meI provided them with all the numbers he referenced and asked for a final amount I owed them with my tradeThey knew from the start I had my own financingThat was not the issue, the issue is they made a mistake on the final number that was given to me, and would not stand by itI asked via email several times prior to my arrival if the final numbers on the invoice was correct and was told yes, bring them a check for $71,with my tradeThe first invoice I received was for $60350, which accounted for the trade allowance of $from the original price of $I then advised the sales manager to include the trade pay off and I received the invoice for$On the day I arrived I was told the numbers were off by $16, There was no confusion on my part at allI understood the total lien on my trade had to be paid before they could get a clear title, and it was clear they were going to take care of it allThat fell on the person or persons in their finance department, and who ever has the final say on sales.Being a business that advertises they sell hundreds of units worldwide, I would expect someone would look over the sales invoice prior to the customer arriving, especially when you have weeks to do thatThere was no working with me on RV Outlet's part, except telling me I needed to get a new check from my bankWorking with me would have been first admitting their mistake and sitting down with me to try and resolve itAll they did was show me the numbers on paper and why they didn't add upI explained to them that day I can add and subtract, they need to be showing the person who wrote and signed off on the invoice that was sent to meMy understanding is once we agreed on a price, and a deposit was made, that should have been a done dealThat was a binding agreement between us for the sale of the coachIf the roles were reversed and RV Outlet were purchasing a unitand the seller made a mistake on the price, they would expect it to be honored, the same as I expected from themThe financing of the unit had nothing to do with thisI'm sure I'm not the only customer to arrive with their own financingIt's also clear they know they made a huge mistake when they offered to reimburse me for my fuelIt appears they felt it was the least they could do, even though my wife felt it was an insult. The sales manager did apologize and admit to me the mistake was on himI still feel they should have honored the price on the invoice given to me, especially after accepting a deposit on the unit based on that sales priceThere has to be legal issues there
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
If my complaint is read carefully you will see that I stated that I tried numerous times to make the deposit that the dealership was requestingI was simply wanting something in writing that if the deal was negated that my money would be returnedIn their response they said that they always return depositsSo why would they not put that in writing? I also stated that I was well aware that if my trade was not as described that the deal would need to be renegotiatedI did not ever say that I wanted a guarantee on the figure they gave me, but that I did want them to understand that I would not want to be low balled upon arrivalIf there was something legitimately wrong I would understand changing figures appropriately but not drasticallyYES, I did state in a text to the salesperson that I did not trust sales managers and this is exactly whyIt was also in the context of a conversation between me and him about him being in the middleSales people are at the mercy of their managers which puts them in the middle of the manager and customerI asked for them to put their word in writing and they refusedI asked for the original owner "John Merricks" that I made the deal with to call me and he never didYes, I also told the salesperson that I myself was once in sales and understood that it was the managers job to squeeze every penny out of the customer possible(That is sales) I also stated in my complaint that I got numbers from them first on the unit before offering up my tradeI did that so I could see the numbers my self on each unitDealers hate for a customer to do that because it makes it harder to hide numbers(That is what I meant by "The Game") I have attached of the screen shots to prove what I have saidI would be glad to attach the entire conversation but this page will only allow attachments.I think they have proven my complaint themselvesI offered to bury the hatchet so to speakI offered to buy the unit for the original agreed upon price with no trade yet they still backed upYou can't meet in the middle when one side refuses to admit deficienciesI tried numerous times to make this work and put a lot of my own time in this deal and do not think a simple e-mail from the dealer stating what they were implying on the phone was too much to askThey never actually said that the deposit was guaranteed, they only implied itI was a consumer trying to save every penny I could while protecting my own interestsAgain, I do not think any of this would have happened had John Merricks called me himself on the Monday when he said he wouldBusiness transactions have many facets and everyone knows that if you do not have something in writing then it means nothingDoes anyone feel comfortable giving someone else without a receipt or something in writing guaranteeing its return if something goes wrong?

My wife and I were involved in a motorcycle accident in 2016 that left us with a 2015 Thor motor coach toy hauler that we no longer needed. We did, in fact still love to go camping. I searched and tried for a VERY long time to find a dealer that would truly work with us on price to get into a class C non toy hauler without getting into a financial bind.
I found that was impossible to do! Rv outlet USA did, however, give us the best price I could find, so I drove almost 12 hours to trade in our toy hauler (that had but one issue, a couple of decals started to crack) on a 2018 Thor Four Winds 31E.
On the way home I discovered some issues with the coach. It was missing a trim component in the cab area, the coach had not been winterized and therefore had leaking issues with the shower faucet as well as the water had traveled out of the shower stall, across the bathroom floor and into the hall to the bunk beds!
I was promised a new faucet, but never did receive it.
Upon arriving home, we loaded the new camper as we were scheduled to go on a trip the very next day.
Here is the list of items we discovered wrong on the first trip:

Water came in to the main area of the coach from slide side while driving in the rain.
(during a two hour drive my wife had to mop the coach floor 4 times!)

Sewer drain line does not match up with the hole in box.
Also that box was full of water also after driving in the rain.

When heat is turned on, entire floor of main coach raises and waves.

Shower floor pan or shower surround and door are crooked, but there was no caulking at all on either.

Awning appears to leak all the way across where connected to coach.

Storage door warped and must have allowed water in as the floor of the storage is rotten.

Black and Grey tank heating pad covers keep falling off.

Water comes in near stove, dinette and behind drivers seat when it rains outside while parked and slideout is extended. (also found it leaks when slide is not extended)

After a day, rusty water oozed out from under dinette, behind drivers side seat.

TV in bottom bunk doesn't seem to be connected to antennae.

Large "bubble" in linoleum behind drivers seat.

When I arrived home from that trip, I checked the air in the tires! It's a wonder I made it home from South Carolina! Tire pressures ranged from 10 (yes 10) to 60 with no two tires being inflated to the same pressure! No windshield fluid in the unit at all!

My well being was jeopardized by this dealership having not checked the basics.

I actually wanted to drive back down and trade back for our toy hauler, but I was told that it was already sold as it was one of the nicest trade ins that they had ever gotten.

I contacted Thor motor coach and asked them to come and get it and take it back to Elkhart IN to fix all of the items and was told that they would not do that.

I have had to make arrangements at another dealer for APRIL 2019 to have the items looked at! I have now put the unit in storage so it cannot take on any more moisture, however there is a possibility that being stored at 54 degrees the floor may develop mold.

RV outlet USA NEVER, ever offered to fix the unit! All they did was get me the trip piece for the cab, but even that was a fiasco! Originally I was sent a grey seat belt! The missing piece was a TAN seatbelt adjuster cover. I actually went out on the Ford parts website and took pictures of the page showing the part number and sent to Chris, the Service Manager in order to get the right part.

I feel that they need to be in direct contact with Thor Motor coach and myself to ASSURE this piece of crap unit is fixed, completely replaced with a NEW unit or some form of monetary reimbursement should take place as I feel I have been more than gracious about the whole situation.

I have reviewed the response offer 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.Having read the response from John from the dealership, I want to make it perfectly clear that there is no “buyers’ remorse”.  We love the camper make and model.  With that being said, I want it to be known that the dealership has not once made an earnest attempt to resolve issues. Once home from the dealership after purchase, we let the rear ramp down to find that the dealership had improperly closed the folding doors at rear with porch enclosure upon departure, causing damage to one of the doors itself, including a rip in the screen of the folding door.  We called the salesman, [redacted], immediately, who assured us that RV Outlet USA would fix it, and to set up an appointment.We went ahead with our campsite reservation and, upon opening the both slides, the seals tore out at the bottom.  We called the dealership’s service department in attempt to repair slides and have folding door replace, however the dealership informed us that they did not have any available appointments, that they would contact us when they could set up an appointment. We kept our second campsite reservation with the camper when the hydraulic system busted.  We messaged the salesman, told him about the hydraulic system malfunction, and needed to know what type of fluids are used in the hydraulic system to be able to leave the campsite, who did provide the information requested.  During this trip, we started having electrical problems, evidenced by breakers tripping, air conditioner difficulties, and fuse blowing out.  We called the dealership, who still did not have any available appointments. Months went by when we were too afraid to use our camper, still with no response from RV Outlet USA.  We sought assistance from the manufacturer at this point, who contacted RV Outlet USA.  Heartland RVs called RV Outlet USA on many occasions to set up a warranty repair appointment, however when I would call the dealership to confirm, they would say that they haven’t heard anything from anyone about fixing the camper, despite [redacted] at Heartland RVs informing me that he had spoken with the dealership, who said that they would get us in for an appointment.  This is well documented at Heartland and in my records. After about 1 month, the dealership finally took my camper in to replace rear folding door, repair slides, electrical and hydraulic system.  They kept the camper for 6 weeks, and upon receipt of the camper, the chief issues had not been addressed, as service technicians blamed issues on “user error”.  Despite the thermostat not being set on “auto” to turn fan off while running air conditioner, this still does not explain why the air conditioner would not come on.  The service technicians told us that the camper had been built with “rotten” materials, and this was why the seals came out from both slides, and claimed to have replaced them. It wasn’t until our next camping trip during late fall that we realized the velcro plastic screen door cover was missing from the replaced folding screen door of rear porch, in addition to continued electrical issues, and new found issues with furnace system, evidenced by lack of air flow produced by furnace during use: the furnace would cycle on for 3 minutes before cutting off, thermostat set at 70-degees, however the temperature in the camper did remain at outdoor temperature.   We communicated this to RV Outlet USA, who once again would not have our camper brought in for warranty repairs.  Again, we had to have the manufacturer involved.We took it back to RV Outlet USA, accompanied with a letter stating issues to be addressed, and our “appreciation of customer services that is initiated and completed in a professional and timely manner”.  After 1 and 1/2 months, we picked up the camper, and while the plastic had been replaced as it should have been due to dealership error, there were no repairs done to the furnace system or electricals.  We asked John at RV Outlet USA, “What should we do about lack of heat during winter”?  John replied, “Turn it up to 90-degrees, maybe you’ll be warm then”.  At this point we notified RV Outlet USA that we wanted to trade out for a new camper, same make, same model.  I was told by John, “That is never going to happen”.  I asked for my money back at this point.  John replied, “We’re not going to do that.  I would be happy to sell you a new camper”. At this point we reached out to Heartland who referred us to another service center.  It was at this service center that the issues we had with the camper were properly diagnosed, and had to be shipped back to the manufacturer for repairs. Referencing John’s response regarding the heating system, slides and gouging of floor by slides being caused by user error, that has been proven a lie: The heating system was installed wrong at manufacturer, and not emitting heat properly, therefore John’s claim of “running it 3 days with no issues” is impossible.  The slides were installed improperly, which was causing the issues of slides being cracked, and gouging out floors. I want this to be explicitly clear: The dealership has not done anything to help me throughout this ordeal, other than replace the plastic screen door cover that was missing only after having to have the screen door replaced, due to their inability to close the rear patio door properly, and repairing the hydraulic system.  We have owned the camper for 13 months, and have not had peace of mind while camping the few times we have had it in our possession to go camping.  After 3 months of owning the camper, the distress surrounding the RV has been so great that we notified the insurance company, the bank lender and our family members of these issues, in the event bodily harm were to occur due to the negligence of RV Outlet USA.  We simply want our money back so we can purchase new camper, same make, same model.Be aware that in the past week I’ve communicated with John, he told me that he is too busy to look at this camper.  And as recently as Monday June 12th, 2017, I reached out to John again, who said, “I don’t want you on my property after you filed with the Revdex.com of Virginia”.Again, RV Outlet USA has not made an earnest attempt to resolve these real issues with our camper from day one.  
Regards,
[redacted]

To whom it may concern, My name is John Merricks, I am one of the owners here at RV Outlet USA. I want to make it perfectly clear that we have tried on 2 different occasions to satisfy Mr. [redacted]s complaints and we did our absolute best in doing so. We could not duplicate Mr. [redacted]s complaint on the furnace issue while it was here at the dealership. We ran the furnace (3) days on different temperatures and it work as it should. When Mr. [redacted] came to pick the RV up, we walked through the coach and addressed the few issues he had and showed him that everything been addressed. Mr. [redacted] was satisfied, shook my hand and left with his RV happy. After receiving another call from Mr. [redacted] stating that the furnace was still not working to his satisfaction, we deemed it best to talk to the warranty department at Heartland RV's and had a representative to contact Mr. [redacted] on his concerns and issues. They decided it would be best to pick his RV up and bring it back to the manufacturer so they could address the issues. I personally do not know what Heartland RV's fixed or corrected, but I was told by the warranty department that they addressed all of Mr. [redacted]s concerns and the RV was being returned to Mr. [redacted]. Apparently Mr. [redacted] is still not satisfied with his RV, despite our and Heartlands attempts to satisfy him. I did speak to Mr. [redacted] over the phone recently to make another appointment with him to readdress his concerns and at this point, it's seems Mr. [redacted] wants a new RV. We have in no way ever denied Mr. [redacted] any type of service or warranty work. If there's going to be a reimbursement or replacement, that would have to be a decision made and handled by the manufacturer, which is Heartland RV.      John Merricks

My name is John Merricks. I am one of the owners here at RV Outlet USA. Customer satisfaction and service is why we have an A+ rating with the Revdex.com and I will in all my power continue to keep it that way. This is our response to a complaint made by [redacted]. Mr.[redacted] was working with...

[redacted], one of our sales people. Mr. [redacted] contacted us about a RV that he was interested in and said he had an RV that was paid for and was going to sell his straight out and wanted a straight out price from us on ours, which we gave him. He said there was a dealer in Ohio that would sell it to him cheaper, so we matched their price (which was only 375.00 less) to keep the deal here at RV Outlet. Once a price was agreed to, then Mr. [redacted] then wanted to trade his RV in after we gave him the lowest price. We did give him an estimate on trade value based on the condition of his RV. He did send pictures of the exterior and interior, but you can't tell whether it has water damage, bad roof, delamination, etc. Mr. [redacted] also wanted us to install over $5000.00 worth of accessories for the new unit and we asked him for a good faith deposit. By phone conversation with Mr.[redacted], he said he would not leave a deposit unless we guaranteed him the amount we were going to allow him for trade. We told Mr. [redacted] we could not guarantee him that amount sight unseen. We did tell Mr. [redacted] if his trade was like he said it was, we would have no problem. But he still refused to leave a deposit. In his texts, he states that we would not take a deposit because we would not give him in writing that we would refund him if the deal did not go through. That is not true. We always refund deposits. He was asked several times to leave a deposit if he wanted to move forward with the deal and he did not, therefore we did not install the accessories. In his texts in his own words it states that he felt every owner and general managers job was to squeeze the customers out of every dollar and find everything wrong with their trade so they can lower the trade value. He also stated, he didn't trust any salesman and he "knew the game". Being Mr.[redacted] felt that way, we believed for us as a company, and Mr. [redacted] as a consumer, that it would be best not to conduct business.

To Whom it may concern,   My name is John Merricks, I am one of the owners at RV Outlet USA in [redacted]. Mr. [redacted] did bring his RV back to us to replace a lower wiper seal on the door side slide out which we did replace. We adjusted the rear awning, Mr. [redacted]...

stated the A/C's will not cut off and we found that Mr. [redacted] did not have the thermostats set to automatic. We deemed that user error. The front hydraulic jack leg did have a small leak which needed to be tightened which we did and called Mr. [redacted] to let him know his RV was ready to be picked up. On a side note, Mr. [redacted] bought this RV on May 31, 2016 and when he brought it back for the initial repairs approximately 5 months later, he had torn the linoleum in the floor and we fixed as a courtesy at no cost. We told Mr. [redacted] that it's not unusual for small rocks or pebbles to get caught in your shoes that may wind up under the slide out that could cause them to tear the linoleum. We asked him to please check this before he opened or closed the slides. Mr. [redacted] proceeded to cuss out my head tech [redacted] and called him a liar. Mr. [redacted] called back in January asking to speak to me specifically complaining about his heat not working, his sliding patio door needed adjusting, the grey and black tank valves would not close all the way, a light switch in the cargo area did not work, the garage door panel was missing, and his awning lights did not work. After hearing him talk about my service guys which he says are are stupid and need to be fired, I told him to bring it back and I myself along with Mr. [redacted] my head tech would personally address his issues which we did. When Mr. [redacted] brought the RV back to us, we immediately put it in the front of the service line to get these issues taken care of ASAP. We ran the furnace 3 straight days. 1st day we set the temp to 60, it maintain 60 degrees. The 2nd day we set it to 65 degrees. same thing, it maintained 65. The third day it was set on 70 and it maintained 70. Keep in mind, this is in January, the coldest month! We adjusted the sliding patio door, which was fine when he picked it up the first time, the grey and black tanks we flushed out and checked for leaks and found none. Again, user error. Mr. [redacted] needs to learn how to clean his tanks properly. The light switch in the cargo area was pushed up to hard and was stuck. It took 5 seconds to fix. The rear panel that Mr. [redacted] states that was missing was replaced at no charge. Oddly enough, if it was missing from the begging, you would think Mr. [redacted] would have stated that. We did replace the awning lights as well. When Mr. [redacted] came to pick his RV up, myself and ** [redacted] went over every issue that Mr. [redacted] complained about and was satisfied when he left. To be honest, I think this is a case of buyers remorse.      John Merricks

I'm [redacted], one of the owners here at RV Outlet USA in [redacted], and this actually is the first time we receive a notice from the Revdex.com concerning a dispute from Mr. [redacted]. I certainly apologize for the delay, as you can see, we have a perfect rating with the Revdex.com and want to keep...

it that way! In response to Mr. [redacted] dispute, it seems he had a misunderstanding on the dollar amount on an RV Mr. [redacted] was looking at. Mr. [redacted] had his own financing arranged. The confusion was in the payoff amount to Mr. [redacted] trade in. He owed $27,404. 11 and wanted to roll over $7,904.00 in the loan that he secured, the $19,500.00 that we were allowing him for the trade in, he didn't realize that had to be paid off as well. That's where the confusion was. We needed a clear title to his trade or an additional $19,500.00 to pay his trade off along with the check he brought. We tried our best to explain this to Mr. [redacted], but I don't think he understood that he had to pay the trade off so we could have a clear title. Again, Mr. [redacted] secured his own financing, had we done the financing, all figures would have been correct. We all felt bad about the misunderstanding and refunded Mr. [redacted] his deposit and in good faith, gave Mr. [redacted] $100.00 towards fuel usage. Again, if he had a clear title along with the check, the deal would have been completed. I hope this explains everything and if you have anymore questions, please feel free to contact me.                                                                                         Thanks,   [redacted]

Outstanding customer service, sales, service and finance staff!

Review: There was and agreement for me to trade and purchase a motorhome from RV Outlet. During the process there were several phone calls and emails that finally ended with an invoice being sent to me with a final price after the trade. Once that final price was sent to me via email, I put a deposit on the motorhome to hold it until I could take deliver, which ended up being about 2 weeks later. On October 11, 2014 when I arrived to take delivery of my new unit, I was told there was a problem with the purchase price. There was a mistake made on the numbers, and the final price I was given was wrong by 16k. I explained to them the final purchase price was given to me by the sales manager. They refused to honor that price, and started showing me how the mistake was made (math error). I again explained I know and understand math. I asked several times via email and phone calls was this the final number on the invoice, and I was told yes. I explained I would be coming with a bank check with the final amount owed to them. I was upset that this mistake was not noticed during the 2 weeks between my deposit based on the agreed price, and my travel to their dealership to complete the transaction. This should have been noticed and I should have been contacted immediately to try and correct this situation. I understand 16k is a lot of money, but this mistake was on the business, and there was never an attempt to try and resolve the issue, other than telling me to call my bank and get a new check with the correct amount on it. I traveled over 5 hours with my family, only to be told this at the last minute. At one point someone suggested I had to have given them incorrect information, but that was not true. The salesman [redacted] told me he was sorry, and he thought everything was correct. The sales manager eventually apologized to me, and offered to pay for my fuel for my travel as a good gesture. I appreciated him being honest and taking responsibility for the mistake, I just wish it was caught earlier. I felt once there was an agreed price, and a deposit was taken based on that, they were obligated to honor that agreement.Desired Settlement: I'm not sure what kind of settlement I can request at this point. I felt they were legally obligated to honor that purchase price, especially once they took a deposit from me. At that point it was an agreement. Nothing was signed because all of this was done via emails and phone calls, but there was an agreement.

Business

Response:

I'm [redacted], one of the owners here at RV Outlet USA in [redacted], and this actually is the first time we receive a notice from the Revdex.com concerning a dispute from Mr. [redacted]. I certainly apologize for the delay, as you can see, we have a perfect rating with the Revdex.com and want to keep it that way! In response to Mr. [redacted] dispute, it seems he had a misunderstanding on the dollar amount on an RV Mr. [redacted] was looking at. Mr. [redacted] had his own financing arranged. The confusion was in the payoff amount to Mr. [redacted] trade in. He owed $27,404. 11 and wanted to roll over $7,904.00 in the loan that he secured, the $19,500.00 that we were allowing him for the trade in, he didn't realize that had to be paid off as well. That's where the confusion was. We needed a clear title to his trade or an additional $19,500.00 to pay his trade off along with the check he brought. We tried our best to explain this to Mr. [redacted], but I don't think he understood that he had to pay the trade off so we could have a clear title. Again, Mr. [redacted] secured his own financing, had we done the financing, all figures would have been correct. We all felt bad about the misunderstanding and refunded Mr. [redacted] his deposit and in good faith, gave Mr. [redacted] $100.00 towards fuel usage. Again, if he had a clear title along with the check, the deal would have been completed. I hope this explains everything and if you have anymore questions, please feel free to contact me. Thanks, [redacted]

Consumer

Response:

I have reviewed the response offer 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.Thank you for your time and attention to this matter. I have read the response from RV Outlet and as I stated in my initial complaint, the mistake was on RV Outlet not me. I provided them with all the numbers he referenced and asked for a final amount I owed them with my trade. They knew from the start I had my own financing. That was not the issue, the issue is they made a mistake on the final number that was given to me, and would not stand by it. I asked via email several times prior to my arrival if the final numbers on the invoice was correct and was told yes, bring them a check for $71,000 with my trade. The first invoice I received was for $60350, which accounted for the trade allowance of $19500 from the original price of $79850.00. I then advised the sales manager to include the trade pay off and I received the invoice for$71000.00 On the day I arrived I was told the numbers were off by $16,000. There was no confusion on my part at all. I understood the total lien on my trade had to be paid before they could get a clear title, and it was clear they were going to take care of it all. That fell on the person or persons in their finance department, and who ever has the final say on sales.Being a business that advertises they sell hundreds of units worldwide, I would expect someone would look over the sales invoice prior to the customer arriving, especially when you have 2 weeks to do that. There was no working with me on RV Outlet's part, except telling me I needed to get a new check from my bank. Working with me would have been first admitting their mistake and sitting down with me to try and resolve it. All they did was show me the numbers on paper and why they didn't add up. I explained to them that day I can add and subtract, they need to be showing the person who wrote and signed off on the invoice that was sent to me. My understanding is once we agreed on a price, and a deposit was made, that should have been a done deal. That was a binding agreement between us for the sale of the coach. If the roles were reversed and RV Outlet were purchasing a unitand the seller made a mistake on the price, they would expect it to be honored, the same as I expected from them. The financing of the unit had nothing to do with this. I'm sure I'm not the only customer to arrive with their own financing. It's also clear they know they made a huge mistake when they offered to reimburse me for my fuel. It appears they felt it was the least they could do, even though my wife felt it was an insult. The sales manager did apologize and admit to me the mistake was on him. I still feel they should have honored the price on the invoice given to me, especially after accepting a deposit on the unit based on that sales price. There has to be legal issues there.

Regards,