Samuel Culbertson Mansion Historic Inn

I have attached the most recent letterThank you

I am rejecting this response because:Again, this is not the paperwork that was shown BEFORE purchase that showed the wallThat paperwork looked like the first material but was for a white unit, had a July date and the wall.I have resolved the backwall issue, and inside heater issue personally with the manufacturer as of 11/25. Please address the request for reimbursement for payment and storage of the unit while we we waiting for you to Fix the pending problems from purchase date through late Octoberalso we are still waiting for the call from Best Rv that the parts have arrived to fix the battery compartment and rear door.***

I am rejecting this response because: We have emails from ***, the manufacturer of the
Generator that the install was incomplete and does not meet the minimum safety requirements***?***Best RV did request I bring the RV back to them, the issue is the miles round trip, $fuel onlyI asked if they would pay my expenses, they said noI asked them for a listing of materials they would use to make generator install safe, and the time frame (days-hours) neededThey did not wish to do this.So we do not feel Best RV has the safety of their customers at heart

Her appointment is set for Nov8th

In working with the Factory again this morning, they approved us taking the need parts off our stock unit to repair this unitThe customer's unit is ready for them to pick it up

The customer by on TuesdayWe advised the customer that we found the original check had been lost in the mail and a new check would be issuedThe customer then started yelling and demanded the check be given to him right then .(Which is illegal since there is a loan on the vehicle and the money
has to be sent directly to the loan company)The new check # *** had been written for the amount of $and mailed out to *** ** *** ***No further action will be taken

I am rejecting this response because: they went through the entire slow season (months now, through the winter) and kept putting me off They do not answer your emails and IRS a full time job calling and emailing them weekly A customer should not have to do that They knew of the problem in mid October of and still haven't corrected the scratch on the 5th wheel

I have been out of the office and will get the lp hose along with the led light sent directly to himI will submit this back with the order number

Per our policy, after we receive notification from a customer's attorneyAll communication must be directly with the customer's attorneyThat is why we cannot comment on this complaintPlease feel free to contact me with any other questions or concernsThank you

I am rejecting this response because: My entire point is that my trailer was inspected before warranty was expired in Parts that are
manufacture defects were supposed to have been ordered and installed prior to warranty expiration and were NOTYour response reflects your poor business practices in this matter

Warranty does not cover mis-use or damaged itemsWe took care of customer's concern's in house as a good willThere is no paperworkNo further action will be taken

I am rejecting this response because:We were told that the batteries would be installed and only one was.The screen door was not attempted to be installed until the unit was parked and left on our property in NV.As for a picture maybe your employee should have taken a picture before we left with the unit after we questioned where the light fixture was and they could not find it.The unit is in NV and we will not be able to get a picture until next month but as per my email to *** *** on Jan 25,the unit (stock # *** ***)is still listed on their site.The light fixture that is missing is the same that is shown in the picture of the reclining seats.Then there is a photo of dining set and you can see the fixture is missing.Best RV,try WORST RV

The customer was fully aware of how far it was when they came here to purchase the trailerWe will not pay out any money for thisNo exceptionsThey need to bring unit hereNo further action will be taken

I am rejecting this response because: Best RV states the mailed the check on Thursday, 8/18/to *** ** *** *** in Turlock. Same town. As of today's mail *** ** *** *** has not received check. Also, what about interest for months. We were never informed about a check lost in mail, told us that they needed to dig through their records and had not had time. What company does not balance checking? How many others lost in mail? Interesting that they supposedly realized what happened and supposedly mail within hours of our complaint. We would like refund to bank to include interest for at least months

I am rejecting this response because: I gave SSN for that specific trailer that you guys sold, told *** that was the only trailer I was interested in, instead I was told that you no longer have the trailer and THEN ran my credit after the fact trying to get me to buy a trailer way out of my budget

This customer walked through the unit on 2 separate occasions, He went over the unit and pointed out a few things to repair, which we did. The second time he came with his wife and they spent hours going over the unit. There were some other small items that we explained were warranty items. We have...

already explained to the customer the only way to run the items they want is to install a generator which they did not want. We have also explained to the customer that they in fact received 4 new batteries and they only paid for 2. The customer will need to take there unit into any [redacted] repair center for warranty repairs. Their warranty comes from [redacted] and not the selling dealer. The customer needs to understand warranty repairs are not done at their site. We also contacted the factory and they sent over a list of shops in the customer's area which we sent to the customer. The factory also explained it needs to go into a shop.

Let me be clear. The Inverter has nothing to do with the Solar. You do not need the Inverter to run Solar, just like you can use an Inverter and not have Solar. Your concern has been the Solar which we agreed to remove. We will not remove or refund any other items. It seems you keep adding items to this complaint. All of the work was requested by you. Nothing else is promised.

I am rejecting this response because: You told us at the time of the solar system purchase that the inverter was needed to run the solar system. That is the only reason an inverter was ever discussed and added to the work order.Your technician also instructed us that you do need the inverter to run the solar system as a whole, meaning it is part of the solar system purchase that we need removed and refunded. This includes the labor and the inverter, plus the adjusted tax, and any and all other parts involved in the solar system set up. Also, a quick Google search confirms the inverter is in fact needed to run the solar system and convert power since not all the items on the fifth wheel use the same power current. More specifically, after speaking with other certified solar system dealers and installers in person, they confirmed the inverter, batteries, along with the whole rest of the solar system that Best RV installed is severely undersized for our fifth wheel and would not be able to power much more than a TV. They recommended a much bigger sized inverter and system to run our fifth wheel the way it was sold to us by Best RV. Which furthermore proves you sold us items without proper knowledge of functionality and were dishonest to make the sale, hence the need for refund and removal of the entire solar system. See work order - there is no miscommunication or extra items being added - the only items not needing removal and refunds are the washer dryer combo and the back up camera (as those are unrelated to the solar system). The work order is very clear as to all the aspects of the solar system that needs removal and refund. In the meantime, we are currently getting estimates together for A. the proper system that was promised at time of purchase and B. estimates on the same system Best RV installed so we can also evaluate any further issues including installation error, any compromises to the integrity of our brand new fifth wheel due to the install of the solar system (roof, wiring, etc.), and over charging/price gouging of complete system.It seems that management personnel has a hard time recalling the list of items purchased for solar system - please refer back to work order document if you need to refresh on the list of items that was recommended for solar system (by Zee the salesperson) and what was purchased. Our list of complaints have not changed and if you were honest from the time of purchase, we would have no complaints at all. Unfortunately that is not the case, so we expect Best RV to make good on their previous email through the Revdex.com stating the solar system will be removed and refunded, please see work order for complete list of charges. The entire solar system needs to be removed and refunded. Please confirm full refund will be honored, including all items, labor, tax and confirm the new total amount for the refund so we can set a date for the removal. As stated before, we want to set the date via this form of communication to ensure proper and timely service.We are very concerned with the amount of evasiveness and redundancy in communication and how long this is taking to resolve. Due to this we have decided to start a claim with our bank's fraud and service dispute department to have them also involved, since both the payment and transaction was made over the phone via personal banking credit card/[redacted] We hope that we do not have to further pursue this avenue, but we feel it best to be prepared until the matter is fully resolved.

What we explained to the customer is Warranty repairs are split into 2 priority's. I have attached the form from the factory in regards to this. It is an Industry wide thing that the factories and more dealers are using. If there is something that prevents the customer from using their unit, this is...

a Priority 1 issue and addressed ASAP. If it is something cosmetic or a small item that the unit is still usable, these items will be addressed in the slower months. We apologized to the customer that they were given incorrect information in the beginning. We are training quite a few new people right now, and it's a process to get everyone up to speed. Again we apologize for the confusion and we will get this submitted to the factory.

I am rejecting this response because: My girlfriend was present at every visit to Best RV, the purchase of the fifth wheel, the first walkthrough (where multiple things weren't working and only the exterior paint was fixed), and the second walkthrough where you state we spent hours going over the unit. In fact, we spent hours waiting to go over the unit. Even though we called ahead and made an appointment for early afternoon to come see the fifth wheel, when we arrived we were told it was only ready to view from the outside. We again stressed how important it was to make sure everything was working before we have it delivered since we won't be able to take it anywhere until we purchase a truck. After asking multiple times, you had some of the employees try to power it on so we could go inside and make sure the bump outs worked (which was another issue last time). This is when we all found that the batteries were dead. Even though we had purchased brand new ones. An employee went and grabbed a random, used battery from somewhere even though we stated we didn't mind waiting for the new batteries we bought to be put in. It then took quite some time for this battery to charge/power up the fifth wheel enough to move the bump outs, so we waited for that as well. We didn't mind waiting, as we wanted to be sure everything would work - which we said over and over. Once we could finally get into the fifth wheel, we were maybe 15minutes in at the most. We went through and noticed things weren't operating, which we were assured and promised was only due to the battery still getting its charge back up. We believed you, as you are the experts. It was very disappointing to find out after delivery that not only things were working, but you made false promises while representing Best RV. It baffles me as to why Best RV would let a brand new, never used fifth wheel leave their lot in non-working condition and then not be able to do anything to make this right (especially after I as the buyer put in so much effort with phone calls and extra visits to be sure things were operable). We were guaranteed that the solar would be able to power the entire fifth wheel, with plenty of energy to spare. No generator needed, we were told by [redacted] that the generator was not needed as we are overbuying power with the solar panels and battery. We were promised this, there is not misunderstanding as I was very clear with my questions. I did not buy $10,000.00 worth of solar and batteries to power the TV and some lights. I was promised a fully functional fifth wheel. If this is truly not possible without more money being spent on extra things, like the generator you just now mentioned, then something needs to be done to right this wrong. Please consider what options we have on all fronts of this matter. We are open to suggestions that are reasonable.