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RV_Max Reviews (3)

In response to the complaint by MsRichardson, ID# ***At the time the trailer was picked up from RV MAX, the trailer was plugged in, water hooked up, etcfor a complete and detailed demonstration of how everything worksAfter the show-out, the customer signed that she completed the
demonstration and that everything was in working order including the water heater, AC unit, furnace and refrigerator and all other componentsThe door was also in working order when she signed for the trailer and did not have any issues as stated in the complaint.RV Max has full service departments at our locations and we have techs capable of repairs from minor issues to major repairsMsRichardson chose to have the stated repairs needed by an outside mobile tech rather than bring the unit to our location.Thank you, RV MAX

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Subject: RE: Complaint ID# [redacted]I spoke with M[redacted] on Monday, 4/23/18 on the phone. We had a conversation regarding her complaint. Ms. [redacted] purchased a new unit from us on 2/13/18. When we come to an agreement on a deal we fill out a trade unit appraisal sheet that covers year, make, model...

and condition of the trade unit, as we do not have the unit here at our location when we work up a deal. The purpose of this is to get as much information regarding the trade unit as we can before the customer arrives to complete the deal. As happens from time to time, the unit arrived and there were some issues with the unit. We did have to do some repairs to the unit before we could sell it. I am certain after working with Ms. [redacted], that she was not aware of the issues. Unfortunately when we were inspecting her trade, we realized that the trade was not a 2014 year model, but was a 2012 year model and of course this also affected the value of the trade unit.I explained the difference in the value to Ms. [redacted] due to it being a two year older model and we came to the agreement that we would split the difference. By doing this I gave up the profit in the deal, but I knew she was in a bit of a situation, as she needed the unit ASAP to leave town to start a new job.As for the warranty issues with the new unit, we do repair any warranty items here in our service department and are reimbursed by the manufacturer for these repairs. In order to get reimbursement for these repairs, we have to diagnose the problem and send back the flawed parts to the manufacturer. Because of this we did ask Ms. [redacted] to send back the hot water heater board that was not working properly so I could reimburse her for the repairs. I completely agreed to also reimburse her for any cost she incurred once I received the receipt for the washing machine spring issue that I am certain was caused by the technician, as the unit did get dropped when my technician was taking it out of the trade and installing it in to the new unit. The reason the reimbursement check was not for the full amount is that we do have a policy that the unit needs to come back to our service department for all warranty repairs, she did call out a mobile technician and there was a service call fee that I did not reimburse her for. After speaking with Ms. [redacted], and understanding the major headache that would have been involved with her getting the unit back to the dealership, I have decided to pay her for the service call which is total of $155.00.I have asked Ms. [redacted] to send me an email stating that we had discussed her complaint and that we had come to an agreement. This agreement was that I would pay her the balance of her repair bill. I have not received the email yet, but will reach out to her again to ensure that she is satisfied with the resolution.Kind Regards,[redacted]

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Address: 3825 N Main St, Cleburne, Texas, United States, 76033-7797

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