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RV Solutions Inc Reviews (13)

We mailed the check, and have repeatedly made the same offer to replace the stabilizer jacks if the customer chooses to do so She will have to make an appointment to have the parts ordered and the work performed at our location There is nothing more to discuss

Hello,
I was made aware of the customer's ongoing issue yesterday, and have been in touch with the customer to arrange to have her concerns addressed We are planning to pick up her travel trailer next week in order to make the needed
repairs***
*** ***
General Manager
RV Solutions

Revdex.com:
I have reviewed the response 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
***,First I have never received the reimbursement for the tank I had to buy.Second the tank they gave me was defective I know how much force it took to turn the valve on and how far I had to turn it They had over tighten the tank to keep it from leaking, and let it go out the door.Third On *** I can buy the stabilizers they put on the trailer for $a piece The price on the originals was $a piece Now I have no idea if these are better, but they sure are not more expensiveI do not remember ever receiving notification that they responded to my original claim So no I DO NOT EXCEPT this ***er as closed I really would like to see their A+ rating based on their responded lies to an F.Thank you.*** ***

In response to Mr ***'s Complaint:
The manufacturer's policy requires the repair facility, us in this case, to submit for authorization for any repairs to be covered by the manufacturer prior to performing work, whether recall or warranty When Mr *** brought his trailer to us, we
created a work order and submitted this to Airstream for authorization Per Airstream's records, this authorization was granted by Airstream at 3:pm on Friday 10/10/ Mr *** is correct in that the requested work is a one day job (hours expected,) but work does not begin until the authorization is received Mr *** called late Friday and did leave messages requesting to be called by someone in management The Service Manager then called him Friday as requested, and apologized if he misunderstood and thought his trailer would be ready for pickup on Friday and explained that we had just received the authorization to perform the work. We would like to have all our customer's work done as fast as possiblebut we have to follow the protocol set forth by the manufacturer, and this takes a reasonable amount of time
We made no guarantees about when the vehicle would be ready, and we cannot be responsible for plans Mr *** makes, therefore we are not willing to pay for his weekend trip Mr *** was notified yesterday (Monday 10/13/14) that the repair has been completed and he may pick up his trailer
Respectfully,
*** ***
General Manager
RV Solutions

We have not lied Our original promise regarding the jacks was to "replace broken jacks." We did not specify a brand, and in fact replaced them with jacks from the SAME MANUFACTURER However, we AGREED on this forum to replace the jacks with the OEM version as she requested, and to refund the cost of the replacement tank Both our Parts Manager and our Service Manager have left messages for Ms*** to schedule the replacement, but she has not responded at all (until this message on the Revdex.com site.) We were going to provide the reimbursement check at the same time we did the jack replacement, but now we will simply mail it since we have not received any replies to our calls If she would like to change the jacks, she needs to call *** ***, our Service Manager, or *** ***, our Parts Manager, to schedule an appointment As we already agreed to both the jack replacement and the reimbursement of the tank expense, I do not see anything left to resolve other than she needs to schedule the job

Hello Ms. [redacted],I am sorry for your frustration.  We are a reputable business, with a very good reputation and an A+ rating with the Revdex.com, so we take customer satisfaction seriously.The propane tank worked when we inspected the trailer, and when we delivered the trailer, as evidenced by the...

fact we were able to partially fill the tank for the orientation demonstrations.  Something did go wrong at some point, as the tank does now have a defective valve, and we agreed to reimburse you for the cost of the replacement tank.     As for the stabilizer jacks, we did not install "cheap knock offs."  The jacks we installed are made by [redacted]roup, which is a division of the same company (called [redacted] Industries) that makes the jacks originally installed by the trailer manufacturer, [redacted].  We could have ordered them through [redacted] at a cheaper cost to us, but they would have taken much longer to get, so we paid more and used BAL, which is the aftermarket division of the same company to get them quickly for your orientation.  Again, these stabilizers are the same manufacturer, and are in fact more expensive than the OEM (Original Equipment Manfacturer) version.We have issued a refund for the tank, which you should see in the mail.  The jacks were properly installed, but we will order the OEM version and swap them out to satisfy your concerns, if you choose to do so.  They may take a few weeks to arrive once they are ordered.  I would highly recommend keeping what you have as I believe they are superior to the others, but the choice is yours.  Our Parts Manager, [redacted], will call you to make arrangements for whatever you choose. Thank you for your business, and I hope you have many years of fun with your [redacted] trailer. Sincerely,[redacted]General Manager

In response to Mr [redacted]'s Complaint:
 
The manufacturer's policy requires the repair facility, us in this case, to submit for authorization for any repairs to be covered by the manufacturer prior to performing work, whether recall or warranty.  When Mr [redacted] brought his...

trailer to us, we created a work order and submitted this to Airstream for authorization.  Per Airstream's records, this authorization was granted by Airstream at 3:40 pm on Friday 10/10/14.  Mr [redacted] is correct in that the requested work is a one day job (2 hours expected,) but work does not begin until the authorization is received.  Mr [redacted] called late Friday and did leave 2 messages requesting to be called by someone in management.  The Service Manager then called him Friday as requested, and apologized if he misunderstood and thought his trailer would be ready for pickup on Friday and explained that we had just received the authorization to perform the work.   We would like to have all our customer's work done as fast as possible. but we have to follow the protocol set forth by the manufacturer, and this takes a reasonable amount of time.
 
We made no guarantees about when the vehicle would be ready, and we cannot be responsible for plans Mr [redacted] makes, therefore we are not willing to pay for his weekend trip.  Mr [redacted] was notified yesterday (Monday 10/13/14) that the repair has been completed and he may pick up his trailer.
 
Respectfully,
[redacted]
General Manager
RV Solutions

We did sell Mr [redacted] a brand new trailer, and he has had some warranty issues that are very frustrating for the customer....

We have done all we could to correct the problems the customer experienced as quickly as possible. We immediately contacted the manufacturer and submitted a warranty claim, that was approved by The manufacturer. Forest River wanted to bring the trailer to their facility in Riverside to complete the corrections themselves, but Mr [redacted] would not release the vehicle to them for several weeks, which delayed the process. Mr [redacted] eventually did release the vehicle to the factory, and Forest River has informed us that the vehicle is completed and arrangements are being made to deliver it to Mr Wickman. They also stated that they were working out some compensation for Mr [redacted] but were waiting on records the customer was to provide to them showing his insurance bills for the time in question.  This is not something we, as the dealership, have control of.  It is handled directly between the manufacturer and the owner.  we sell the vehicles and perform repairs and maintenance under the direction of the manufacturer.  We take customer service very seriously, and have done everything in our power to facilitate a quick resolution for Mr [redacted] with the manufacturer.

We did sell Mr [redacted] a brand new trailer, and he has had some warranty issues that are very frustrating for the customer. We have done all we could to correct the problems the customer experienced as quickly as possible. We immediately contacted the manufacturer and submitted a warranty claim,...

that was approved by The manufacturer. Forest River wanted to bring the trailer to their facility in Riverside to complete the corrections themselves, but Mr [redacted] would not release the vehicle to them for several weeks, which delayed the process. Mr [redacted] eventually did release the vehicle to the factory, and Forest River has informed us that the vehicle is completed and arrangements are being made to deliver it to Mr Wickman. They also stated that they were working out some compensation for Mr [redacted] but were waiting on records the customer was to provide to them showing his insurance bills for the time in question.  This is not something we, as the dealership, have control of.  It is handled directly between the manufacturer and the owner.  we sell the vehicles and perform repairs and maintenance under the direction of the manufacturer.  We take customer service very seriously, and have done everything in our power to facilitate a quick resolution for Mr [redacted] with the manufacturer.

We have been working directly with Mr. Robinson to get his RV completed and returned to him as fast as possible, and in fact, he was able to pick up his RV yesterday.  There is still an outstanding issue with an arm rest, but the required part arrived yesterday, after he left with his RV....

 We will schedule the installation at his convenience.  While his RV was never used as a parts source for other RVs, I understand his frustration at how long the process has taken.  We are diligently working on improving our systems and communication process to keep customer's better informed on the progress of their repairs.

Hello,I was made aware of the customer's ongoing issue yesterday, and have been in touch with the customer to arrange to have her concerns addressed.  We are planning to pick up her travel trailer next week in order to make the needed repairs.[redacted]General ManagerRV...

Solutions

I was told on three different occasions, that a check would be issued by accounting on a Thursday and be placed in the mail.     The fact that I had to go to the Revdex.com for actions demonstrates that this company had no intention of honoring any agreement made to me.   I have driven 35 miles down to this company at least twice because they do not respond when they say they are going to.    Why should I drive 70 miles round trip again for a $28.00 check.  May gas alone has cost me more than that, chasing this company.     I still have not received a check from this company. When a company lies continually.  Allows goods to leave the business that are unsafe and dangerous, and refuses to make amends.  Why would the Revdex.com want to give them any kind of rating.

Revdex.com:
I have reviewed the 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.
Regards,
[redacted]

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Address: 7620 Copley Park Pl, San Diego, California, United States, 92111

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