RV World, LLC

Initial Business Response /* (1000, 5, 2015/10/25) */
October of 2014, the customer purchased a new 28DBQ single slide out room travel trailer from the previous business at this locationIn Spring of 2015, the customer contacted us with some items in need of repair under the manufacturer's
warrantyWe asked the customer to bring the travel trailer to the dealership for serviceThe customer refused to bring the unit to the dealership and demanded someone be sent to the campground to perform the warranty workWe tried to explain that service work is better performed at the dealershipThe customer became irate and verbally abusiveTo calm the situation, we contacted an independent mobile service company that services the area and arranged a visitIt was determined the trailer needed to be brought to the dealership to determine the repairs neededIt is typically the owner of the camper who is responsible to bring the camper to the dealershipIn an effort to improve the situation, we sent a driver to pick up the customers camperWe offered the customer a new camper of the same make, model, year, and options at no chargeWe also gave them the option to choose a different camper and pay the differenceThe customer chose a larger and more expensive 30DCT two slide out room camper to replace the first oneAll numbers were agreed to by the customerWe told the customer it would take a week to prepare the 30DCT for deliveryThey became irate, demanding she was taking the camper the following day 06/12/We did our best to have the camper ready for themAfter they took possession they found some repairs neededAll repairs were covered under warrantyAll the work was done at the customers campground at no charge to the customerThe customer was not happy with 30DCT and decided they wanted to change campers againWe made the same offer to the customer as beforeThey chose to upgrade to a more expensive 33RBKWe worked out the numbers togetherOn 08/05/15, the customer purchased the 33RBK and traded in the 30DCTAround four weeks later, we receive a call from the customer againThis time irate because of some appliance issues while they were on vacationThe customer could not find anyone to service the camper while on their vacationWe tried to get them to check a few things while we had them on the phoneThey were unwilling to do soInstead, choosing to use the time to take their anger out on the service managerHe asked them to stop by the dealership on their way home so we could find out what the issue wasThey would notWe sent the independent mobile service to the campground to repair the issuesHe determined the issues were the result of a power surge at the campground the customer was vacationing atThe service tech informed us the customer said they were working in the power supply at the campgroundDamage caused by a power surge is not covered under the factory warranty however we paid the service tech in fullThe dealership has gone over and above trying to help the customer and we will continue to do soThe manufacturers do not build perfect trailers and the people who service them are not perfectThat is why the manufacturers have warranties for the new campersThe customer can choose to work with us or notThat is their choiceWe do not agree with what the customer is seeking for a resolutionThey agreed to the numbers on each trailer before making a purchase
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lies, Lies, Lies!!!
We did NOT contact them with service issues, we contacted Darren because we were told that it was winterized and it wasn't!!We were told by different people it wasI have video and pictures
We told Daren we did not have a vehicle at that time to bring it back to them, that's why we wanted it delivered!! He said since Champlin was close he would send a technician outIt was when the tech was there that we asked about a couple of itemsNothing major.RV world needs to get their stories straightThey never came to the campsite UNTIL we had a leak, and their own tech was the one that told our our roof was defective!! of course we were not going to drive it all the way back when it was defective!! It was under warranty and defective and they provide mobile service!!and independent tech that does work for RV worldWhy should we return it when it's defective? We purchased what we thought was a trailer in brand new condition! I arranged to meet the driver to give him the keys and asked if he wanted me to go with him to the campsite, he said no he would handle itDarren offered to have it picked up as a convenience and good faith
We decided we did not want to deal with anything further going wrong with the original trailer and in good faith purchased a new one and yes it was more money and we paid itAfter having the 2nd trailer a couple of weeks that leaked, again I have video and pictures, all forwarded to RV worldFrustrated, we called and had other repairs that needed to be done, which we were told they would have the ladder, the door and the shelves brought to the campsite when they came in
The tech came installed the items and we told him to please check out what was causing the leaks? he said he checked outside and plugged a few things but thought it would be okayWe were fine with that.Until the next weekend when it rained and once again leaked only worseWe called RVworld and decided to go with a totally different brand as we had had gulf streams leak
When we spend 30K on a new trailer, we do expect it to be in perfect condition.We did NOT work on the numbers together, each time we had to call and call and call before Darren would lets us know what was going on.When he said their would be a difference we thought it would be in the price of the new trailer, it wasn't until later when we were looking over the paperwork and discovered they had not given us credit for the second leaking trailer that we had less than a couple of weeksWe did our part as purchasers and upgraded for fear we would have more problems
There is absolutely not reason why we should not be given full credit for our return of a defective product and the purchase of another one
Also, we never heard anything about a power surge as the hot water heater did not work before we went on vacation!!! I don't know where that came fromRV's tech told us it was the main boardOnce again get your stories straight! We were not going to cancel vacation with our family!!! RV world lies about not troubleshooting while in SDakota, *** spoke with Fred and he told *** to try several things and after *** did what he was told by Fred over the phone, Fred told *** that it must be something more seriousThat's when Fred said to contact someone in SDakotaWe contacted diff places and they were toweeks out, we would be home alreadyWhen *** talked to Matt about not only the water heater but now the furnace, Matt asked if we were coming home by the RVworld, and *** said no we were coming home from the south as we were in South DakotaMatt said, no problem, he would send Jason down, we had to wait two weeks because Jason was on vacation one week and then he had a backlog of customers, We said fine come when you canThe weather was okay and we could heat water in the micro or the stoveWe are not saying the technicians are not perfect, but we do expect a brand new 30,000ktrailer to beWhy should we have to use a warranty in the first two weeks!!! RVworld kept saying, you have a warranty, you have a warranty, they didn't get the pointIt's brand new, we expect to have a warranty and use it in a few months or years not weeksRV has since sold both of our previous purchases, they got their money back and then someWe are not asking for anything unreasonableWe want full credit for the 2nd defective trailerMy husband has a terminal disease and I had to bring the documents home for him to sign and then return to the dealershipI did not know that the 5,was for not getting the full credit from the 2nd defective trailerAnd we even purchased an upgraded trailerWhy would we not get full credit back??? Even some of their employees could not understand why we were not given a full credit!! what does that tell you!! We will pursue this if it is not rectified
We made purchases, leaks, 3rd one mechanical failures
We have gone to someone else for service and they have fixed the water heater, which was NOT caused by a power surge or the main board, as RVworld and their technician statedIt was something completely differentThey got everything fixed in a timely manner, We did not have to make numerous phone callsIt was NOT a stressful experience and RV world could learn from themRV worlds' lack of customer service has made us sad that we continued our purchases with them
Pictures and videos do not lie, we did our part as customers and we expect RV world to do theirs
Final Consumer Response /* (3000, 11, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's already been a horrible experience, what's one more week
Final Business Response /* (4000, 13, 2015/11/18) */
The customer is a very good negotiator and is continuing to do soThe numbers were all agreed to, put to a contract, then taken home to review with her husband prior to signingThe customer made the decision to trade the trailer at the agreed upon numbers for a larger trailer with more optionsThe dealership has tried to help the customer with all warranty repairs and will continue to do so