Initial Business Response / [redacted] (1000, 8, 2016/06/01) */ We apologize for the delay in responding and thank you for forwarding us Mr [redacted] , concerns and the opportunity to respondWe have also been in contact with Mr [redacted] mutually agreeing to address his concerns at our Decatur, Indiana service facility on June 6, Further, to assist Mr [redacted] and to ensure his satisfaction we have agreed to transport his motor home to Decatur, IN and fly both him and his wife to Decatur to pick up the motor home when repairs are completed Again we thank you for the opportunity to respond and look forward to resolving the [redacted] concerns to their satisfaction Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I accept REV Recreation Group's response, no I do not consider this closureREV Recreation Group is willing to take back their product for a thorough inspection/rework and I am pleased they are doing thisDo I consider this closure on my issues - noClosure is dependent upon the follow on reliability of this unitPlease note: since my original complaint was submitted this unit developed a propane gas leak and the rear window gasket came loose inside the unit (not noticed by us but by their pick up driver)We have yet to go on a camping trip without something else failing
***, we received the follow up message from Mr [redacted] Unfortunately, the Brochure the customer is talking about does show the air mattress as standard equipment but it is not correctWe changed it mid-year for model We failed to remove the description in the BrochureWe have a statement in all brochures “Prices, materials, design and specifications are subject to change without notice.” We changed the air mattress due to the complaints we received on themI am sorry this is not the answer the customer wants to hearWe did offer him a substantial reduction in the price ***
Initial Business Response / [redacted] (1000, 5, 2017/04/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @revrvgroup.com We thank you for forwarding the customers letter and the opportunity to respondWe understand the ***'s purchased their motor home from a dealership in the state of [redacted] while on vacation and regret that the ***'s have had a need for serviceHowever, we respectfully decline their request for repurchaseREV RV as well as their selling dealership in [redacted] stand ready to assist with any warrantable concern in accordance to the terms of the REV limited warrantyREV RV has also provided them with the name of an independent service facility (non-REV RV service facility) fairly close to their residence in New [redacted] that is willing to assist us in addressing their concerns so they would not have to be inconvenienced during their vacation timeREV RV looks forward to hearing from the ***'s and their acceptance of our offer to assist them Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not happy with this they know what we have been through with this Motor Home We purchased almost [redacted] dollas worth of extra extedted warentee so we would not have any surprises with repairs but they deceived us they did not tell us no one would repair it near our home when we tried to have it repaired near our home not one Co will repair they tell us to bring it to [redacted] were we bought it They did not tell us this when we purchased RV So after the first year having to Travel over an hour from [redacted] to [redacted] to RV dealer and get out of RV at 8:AM every morning and not get RV back until 6pm so they could repair driving around all day(wasting Gas) in our car with no where to go having to eat out every day (gets expensive) and we have a dog with us was not funthis was and times a week...all winter We live up the mountains in [redacted] and have a small Motel we run in summer there are several RV Co who sell Holiday Rambler and asked Rev Co to get us appointments near us and they could not get anyone to fix it either so they offered to pick it up and bring it to Indiania were it was built so we agreed so we would not have to spend another winter in [redacted] It came back from Indiana with more problems than we sent it in with and putting all that extra milage also brings the value down and again we had to do the same thing this winter and still did not get it fixed On our trip back from [redacted] the bathroom window sprung open away from seal it was floppiny up and down when my husband saw it through his mirror and would not close we had to get off the highway and tape it closed they had just repaired the bathroom wall and took the window out and put it back inEvery time something gets repaired something else happens We are so scared of this RV when we hear a noise we dont know what to expect next We are home getting our Motel ready for opening and cannot leave here all summer and now they want us to bring it around hours one way to [redacted] so they can have an independent cowork on it they could not fix it were they built it and want us to let another Indipendent Cowork on it ?? Its been in different times I think we have given them more than ample time to repair all slides , electrical, water problems, pumps, windows, Refgerator, stairs, toilet,scratched tile floors , loose front dashboard,alarm for levelers.etc; to much to mention ( went without toilet for almost months waiting for parts)Lucky we have bathrooms The floors are warped and when they had it in Indiana they were suppoae to fix I feel that it some water problem getting under and will turn into mold eventully and get worse This is just a few problems They have lied to us and deceived us with this RV there is so much more to tell about but running out of space We are in our 70's and suppose to be enjoying our winter traveling instead we have a nightmere with this rv have to go to [redacted] for repairs every winter There has to be a law they cannot deceive people and get away with it Final Consumer Response / [redacted] (4200, 14, 2017/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The window should be repaired at no cost it was their fault it fell outnot ours over items gone wrong with this RV we will never recomend Holiday Rambler again our friends are all aware of the situation we are in with this Cothey have had this coach in for repair more than we have had it The floor was SUPPOSE to be checked out when they had it in Indiana for days and was also checked out in [redacted] at General RV HR repair center a note was sent to HR in Indiania from [redacted] repair center and nothing again was done.! (we have copy for advise from Indiania on how they the General RV repair center in [redacted] fix this situation its not a cosmetic problem its a warpted floor when you spend over [redacted] and its brand new you dont expct the floors to start warping we hope its not water damage and will cause Mold and other things to go wrong! This RV has been in so many times we have been more than fair yes they keep saying we will fix but at our expence because they do not want this Money Pit backWhen in the repair center in [redacted] at General RV we have to leave RV hours and drive around all day with a dog in car with nothing to do have to eat out everyday and while still paying for our RV site in [redacted] we are not using and sleeping in General RV parking lot every night this is in the shop this is to days a week at a time and they call this helping us its helping them not to buy this money Pit back ! How many more repairs can we keep having done its beyond being fair with them Final Business Response / [redacted] (4000, 12, 2017/05/02) */ We regret that the ***'s are not pleased with our prior response, but truly do want to assist them with resolving their concerns and thank you for the opportunity to respond REV has been in contact with the ***'s to assist themREV has agreed to send a window no charge (shipping UPS today) to the ***'s and agreed to have a mobile service travel to them to install the window along with addressing their water heater concern As to the alleged floor concern, it is our understanding that the floor is allegedly warped and as much as we regret this it is most likely a cosmetic issue and has not prevented them from using the moor homeThis would not be a repair that a mobile repair service would be properly equipped to perform and needs to go to a service facility to be fully evaluated for cause and repairWe have offered to address their floor concern at our factory service facility in Decatur, Indiana or have an independent shop that is closer to them to address the floor concern and stand ready to assist with scheduling an appointment hat is mutually agreeable to everyone REV truly regrets their need for warranty repairs and the inconveniences they have experiencedWe respectfully decline their request for repurchase, but do stand ready and look forward to addressing their concerns in accordance to the terms of the REV warranty
Initial Business Response / [redacted] (1000, 5, 2017/06/21) */ Reimbursement for [redacted] will be sent to the customerWe contacted the customer and let him knowHe was happy with the information and the follow up
Initial Business Response /* (1000, 5, 2016/08/09) */
Spoke with consumer, all repairs are completed and motor home was returned to him on Saturday, August 6, we will continue dialogue with consumer for a few weeks to be sure they are satisfied with repairs
Initial Consumer Rebuttal /*
(2000, 7, 2016/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/10/24) */
REV Recreation Group (f/k/a Monaco RV, LLC) has received the consumer complaint referred to in case ***The complaint references issues with the axles and tires of a Trail Lite Trek travel trailerThe complaint is that there was a
"failure to install proper sized axles at manufacturing." However, the consumer's inferred argument fails to account for the weight on the hitch (tongue weight)Monaco RV calculated the tongue weight of a travel trailer as 10% of the GAWR or lbsThe properly calculated GVWR for the subject travel trailer is 6,lbs., which is the GVWR that is reflected on the trailer's Federal Identification label
We never like to hear that a consumer is unhappyHowever, in this case, we cannot justify any action to remedy this complaint for the consumerAlso, please note that the travel trailer chassis was supplied and warranted by Lippert Components, Inc
Please contact us directly at *** *** *** if there are further questions or comments
Initial Consumer Rebuttal /* (3000, 7, 2017/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the company's responseThis is the second issue we have had with this company over inadequate manufacturingAccording to the dealership, who has extensive experience on a wide range of makes and models, The only way both axles would have gone out of kimber at them same time would be for them to be the improper ratingThe dealership installed lb axles and I have to believe they did that because that is what is appropriateThis trailer had an extensive list of "failures" upon receipt at the dealership that had to be fixed before they were able to sell it and has had several failures since the purchaseTo name a few, there was a seal failure with the heat pump compartment, that resulted in flooding, there was a failure in the entertainment system that resulted in a replacement, there was a failure in the adhesive in the shower, a failure in one of the stabilizer jacks where the dealership requested permission to replace all of the jacks because of improper installation, failure of the main tongue jackI think I am making my pointThis trailer has had significant and sufficient errors and in all but one of them, did the manufacturer pay for the repairsEven though a couple of them were with in warranty, we had to rely on our extended warranty company to cover themThe only way we were able to get reimbursement for the stabilizer jack (which failed one week after the warranty expired) was to threaten legal action
This trailer is NOT fully loadedHe have not had any incidents (on the road or otherwise) that would have cause premature damage to one much less both axlesVerbal contact with this company on the last issue was met with a comment from there "customer service" department with "we are no longer making towables" so reputation doesnt matter
This company has no customer service ethics at allI will once again, promise that if this company is unwilling to make some realistic accommodation for a four year old trailer with approximately miles of travel and no reasonable explanation as to why both axles would fail other than failure to install proper axles, I will file a small claims case in Clark County Washington where lawyers are not allowed and I will go for the full $allowable for my time and effortBy the time I roll out the list of
"pre-sales" issues this trailer had and all of the issues since then, I am pretty sure my case for negligence will be easily won
Final Business Response /* (4000, 9, 2017/10/30) */
REV Recreation Group (f/k/a Monaco RV, LLC) has received the consumer reply to our
initial responseWe are sorry to hear that the consumer is not satisfied with our response
However, the subject travel trailer’s limited warranty expired in March of and our
position remains unchanged
Please feel free to contact us at *** *** *** with further questions or concerns
We apologize but we did not receive the first notice on Mr. Hopcroft’s complaint from the Revdex.com. We have however, discussed this issue with the customer. His coach was not supposed to receive an air mattress. In fact we stopped putting the air mattress in all the American Coach Eagle products. We...
offered to sell him one at a reduced cost and he refused. We apologized to the customer but he felt we should provide one to him at no cost. Please let me know if you have any additional questions. [redacted] National Owner Relations Manager REV Recreation Group [redacted]
Initial Business Response /* (1000, 5, 2017/06/21) */
Reimbursement for [redacted] will be sent to the customer. We contacted the customer and let him know. He was happy with the information and the follow up.
I am rejecting this response because:
The American Eagle coach in question was manufactured in January 2017. Manufacturer states that they stopped fitting Air Mattress to American Eagle coaches at that time. The attached file (taken from the manufacturer's website on 3/27/18) clearly shows that the 2018 model of the American Eagle has an Air Mattress fitted as standard. Thus their assertion is inaccurate. Manufacturer states that Air Mattress was not intended to be fitted to my American Eagle - this is not accurate when looking at all past and current literature. Manufacturer states that: Customer rejected buying air mattress at reduced price - and wants it free-of-charge. Correct, this is a 'standard item' as per their literature and I reject paying extra for something that Manufacturer shows (even as at todays date) should be provided as 'standard' equipment! This is, in my view, the definition of Bait 'n' Switch: Lead a customer to believe that he/she will receive certain equipment as part of the original purchase - not supply the clearly advertised item/equipment - then require customer to pay extra for items that should be included! I fail to understand the manufacturer's rational that - an item they shows as standard equipment in their 'top-of-the-line' model has to be purchased for an extra $150 after the buyer see that the advertised item was omitted from the coach! Finally - Manufacturer states that the 'apologized' to customer. Also incorrect. The representative that called me did NOT apologize and, in fact, was dismissive, condescending and disinterested.
Initial Business Response /* (1000, 8, 2016/06/01) */
We apologize for the delay in responding and thank you for forwarding us Mr. [redacted], concerns and the opportunity to respond. We have also been in contact with Mr. [redacted] mutually agreeing to address his concerns at our Decatur, Indiana...
service facility on June 6, 2016. Further, to assist Mr. [redacted] and to ensure his satisfaction we have agreed to transport his motor home to Decatur, IN and fly both him and his wife to Decatur to pick up the motor home when repairs are completed.
Again we thank you for the opportunity to respond and look forward to resolving the [redacted] concerns to their satisfaction
Initial Consumer Rebuttal /* (2000, 10, 2016/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept REV Recreation Group's response, no I do not consider this closure. REV Recreation Group is willing to take back their product for a thorough inspection/rework and I am pleased they are doing this. Do I consider this closure on my issues - no. Closure is dependent upon the follow on reliability of this unit. Please note: since my original complaint was submitted this unit developed a propane gas leak and the rear window gasket came loose inside the unit (not noticed by us but by their pick up driver). We have yet to go on a camping trip without something else failing.
Initial Business Response /* (1000, 5, 2016/08/18) */
We are attaching our response letter that is going out to Mr. [redacted] in today's mail. Please review our response letter for further information.
Mr. [redacted], ** XXXXX
[redacted]...
[redacted]
Mr. [redacted],
We have received notice of the Revdex.com complaint you filed on August 16, 2016 regarding the rust and corrosion issues you are experiencing with your Discovery motorhome.
As you reported in your complaint, both Freightliner Custom Chassis Corporation and Fleetwood RV have evaluated the information and note that this issue is not selective to any one specific part of your motorhonne; It is random and affects various metal components from different manufacturers, which include chassis components, drive train components and portions of the house structure. Because the issue affects different areas and types of metal (installed and coated by several different manufacturers) we can determine that this matter is not related to a defect in materials or coatings. Random incidents of corrosion or oxidation on the same vehicle are caused by man-made and environmental catalysts such as corrosive exposure (chemicals, salt, sand, sea mist, etc.) which is excluded from coverage under your Fleetwood RV limited warranty.
As we previously advised you, we cannot take responsibility for this issue and further, can offer no monetary assistance with the necessary repairs as you now request.
For your convenience, I have enclosed a copy of the Fleetwood RV limited warranty that explains the coverages and exclusions that apply to your motorhome. We understand that this may not be the response you had anticipated but we hope that you now have a clearer understanding of our position.
Sincerely,
Initial Consumer Rebuttal /* (3000, 7, 2016/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If this RV was properly undercoated, the tremendous amount of rust would not have occurred within a year. The storage compartment bottoms are completely rusted. They are flat straight pieces of metal. My Jeep Cherokee tow car (2014) does not have any rust on it because it was properly undercoated. It has been everywhere my RV has. Why would this rusty bucket on wheels have this amount of rust when nothing else I own has it. Fleetwood is responsible for the final product as it leaves their assembly line. The finished unit is theirs. The are responsible for the motorhome that leaves their factory. It's my understanding that these parts are stored outdoors for indefinite periods of time. Perhaps the parts sat in corrosive exposure while they were in Indiana. Fleetwood assembles it - did they just assemble rusted parts. And as we know rust spreads like a cancer. When they're used in a unit, quality control should inspect them before assembling. I was at the factory and saw 'parts' stacked one on top of another outdoors. The more I research on line the more I realize this is not so uncommon a problem. What parts are they responsible for? Is it ** of the parts in this unit? I realize they would like to blame anyone else and take no responsibility. This unit is not old and there is no way it should accumulate this amount of rust. This is not normal environmental rust as they would like me to believe. I am asking for less than ** of the purchase price and asking them to stand behind their RV's. The value of this RV is significantly affected by this RUST. "Random incidents of corrosion and oxidation" do not cause this much damage within 1 year. Their response does not give me a clearer understanding. This type of rust does not occur with environmental catalysts within a YEAR. Cars don't have this problem within a year why should a [redacted] RV have it!
Final Business Response /* (4000, 9, 2016/08/19) */
Thank you for advising us about the [redacted]'s rebuttal response.
Unfortunately we cannot offer the [redacted]'s any assistance with this issue. As stated in our warranty, the warranty does not cover defects or performance failures caused by or related to environmental conditions (salt, hail, chemicals in the atmosphere, etc.).
While we acknowledge that the [redacted]'s are entitled to their opinion about this issue, we respectfully disagree with their position. In our prior response we attempted to clarify that rust, corrosion and oxidation of varying parts on his motorhome clearly shows that the current condition of his coach is not due to any defect in material or workmanship.
Initial Business Response /* (1000, 5, 2017/04/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@revrvgroup.com
We thank you for forwarding the customers letter and the opportunity to respond. We understand the [redacted]'s purchased...
their motor home from a dealership in the state of [redacted] while on vacation and regret that the [redacted]'s have had a need for service. However, we respectfully decline their request for repurchase. REV RV as well as their selling dealership in [redacted] stand ready to assist with any warrantable concern in accordance to the terms of the REV limited warranty. REV RV has also provided them with the name of an independent service facility (non-REV RV service facility) fairly close to their residence in New [redacted] that is willing to assist us in addressing their concerns so they would not have to be inconvenienced during their vacation time. REV RV looks forward to hearing from the [redacted]'s and their acceptance of our offer to assist them.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with this they know what we have been through with this Motor Home
We purchased almost [redacted] dollas worth of extra extedted warentee so we would not have any surprises
with repairs but they deceived us they did not tell us no one would repair it near our home
when we tried to have it repaired near our home not one Co.
will repair they tell us to bring it to [redacted] were we bought it.
They did not tell us this when we purchased RV
So after the first year having to Travel over an hour from [redacted] to [redacted]
to RV dealer and get out of RV at 8:30 AM every morning and
not get RV back until 6pm so they could repair.
driving around all day(wasting Gas) in our car with no where to go having to eat out every day
(gets expensive) and we have a dog with us was not fun. this was 4 and 5 times a week...all winter
We live up the mountains in ** and have a small Motel we run in summer there are several RV Co
who sell Holiday Rambler and asked Rev Co to get us appointments near us
and they could not get anyone to fix it either so they offered to pick it up
and bring it to Indiania were it was built so we agreed so we would not have to spend another winter
in [redacted] It came back from Indiana with
more problems than we sent it in with and putting all that extra milage
also brings the value down
and again we had to do the same thing this winter and still did not get it fixed .
On our trip back from ** the bathroom window sprung open away from seal it was floppiny up and down
when my husband saw it through his mirror and would not close
we had to get off the highway
and tape it closed they had just repaired the bathroom wall and took the
window out and put it back in. Every time something gets repaired something else happens.
We are so scared of this RV when we hear a noise we dont know what to expect next...
We are home getting our Motel ready for opening and cannot leave here all summer and now they
want us to bring it around 4 hours one way to **
so they can have an independent co. work on it they could not fix it were they built it
and want us to let another Indipendent Co. work on it ??
Its been in 4 different times I think we have given them more than ample time to repair.
all 3 slides , electrical, water problems, pumps, windows, Refgerator, stairs,
toilet,scratched tile floors , loose front dashboard,alarm for levelers.etc; to much to mention....
( went without toilet for almost 3 months waiting for parts)Lucky we have 2 bathrooms.
The floors are warped and when they had it in Indiana
they were suppoae to fix I feel that it some water problem getting under and
will turn into mold eventully and get worse.
This is just a few problems They have lied to us and deceived us with this RV
there is so much more to tell about but running out of space
We are in our 70's and suppose to be enjoying our winter traveling instead we have
a nightmere with this rv have to go to [redacted] for repairs every winter.
There has to be a law they cannot deceive people and get away with it
Final Consumer Response /* (4200, 14, 2017/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The window should be repaired at no cost it was their fault it fell out.... not ours over 50 items gone wrong with this RV we will never recomend Holiday Rambler again our friends are all aware of the situation we are in with this Co. they have had this coach in for repair more than we have had it.
The floor was SUPPOSE to be checked out when they had it in Indiana for 37 days and was also checked out in [redacted] at General RV HR repair center a note was sent to HR in Indiania from [redacted] repair center and nothing again was done.! (we have copy for advise from Indiania on how they the General RV repair center in [redacted] fix this situation its not a cosmetic problem its a warpted floor when you spend over [redacted] and its brand new 2016 you dont expct the floors to start warping we hope its not water damage and will cause Mold and 50 other things to go wrong! This RV has been in so many times we have been more than fair yes they keep saying we will fix but at our expence because they do not want this Money Pit back. When in the repair center in [redacted] at General RV we have to leave RV 9 hours and drive around all day with a dog in car with nothing to do have to eat out everyday and while still paying for our RV site in [redacted] we are not using and sleeping in General RV parking lot every night this is in the shop this is 4 to 5 days a week at a time and they call this helping us its helping them not to buy this money Pit back ! How many more repairs can we keep having done its beyond being fair with them.
Final Business Response /* (4000, 12, 2017/05/02) */
We regret that the [redacted]'s are not pleased with our prior response, but truly do want to assist them with resolving their concerns and thank you for the opportunity to respond.
REV has been in contact with the [redacted]'s to assist them. REV has agreed to send a window no charge (shipping UPS today) to the [redacted]'s and agreed to have a mobile service travel to them to install the window along with addressing their water heater concern.
As to the alleged floor concern, it is our understanding that the floor is allegedly warped and as much as we regret this it is most likely a cosmetic issue and has not prevented them from using the moor home. This would not be a repair that a mobile repair service would be properly equipped to perform and needs to go to a service facility to be fully evaluated for cause and repair. We have offered to address their floor concern at our factory service facility in Decatur, Indiana or have an independent shop that is closer to them to address the floor concern and stand ready to assist with scheduling an appointment hat is mutually agreeable to everyone.
REV truly regrets their need for warranty repairs and the inconveniences they have experienced. We respectfully decline their request for repurchase, but do stand ready and look forward to addressing their concerns in accordance to the terms of the REV warranty.
Initial Business Response /* (1000, 6, 2017/12/21) */
Contact Name and Title: Angela [redacted] Res
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@revrvgroup.com
REV Recreation Group is aware of this customer's concerns. He has filed a complaint with the Texas Department of Motor...
Vehicles and we are currently working through that program to find a resolution.
[redacted], we received the follow up message from Mr. [redacted]. Unfortunately, the Brochure the customer is talking about does show the air mattress as standard equipment but it is not correct. We changed it mid-year for model 2017. We failed to remove the description in the 2018 Brochure. We have a statement in all brochures “Prices, materials, design and specifications are subject to change without notice.” We changed the air mattress due to the complaints we received on them. I am sorry this is not the answer the customer wants to hear. We did offer him a substantial reduction in the price. [redacted]
Initial Business Response / [redacted] (1000, 8, 2016/06/01) */ We apologize for the delay in responding and thank you for forwarding us Mr [redacted] , concerns and the opportunity to respondWe have also been in contact with Mr [redacted] mutually agreeing to address his concerns at our Decatur, Indiana service facility on June 6, Further, to assist Mr [redacted] and to ensure his satisfaction we have agreed to transport his motor home to Decatur, IN and fly both him and his wife to Decatur to pick up the motor home when repairs are completed Again we thank you for the opportunity to respond and look forward to resolving the [redacted] concerns to their satisfaction Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I accept REV Recreation Group's response, no I do not consider this closureREV Recreation Group is willing to take back their product for a thorough inspection/rework and I am pleased they are doing thisDo I consider this closure on my issues - noClosure is dependent upon the follow on reliability of this unitPlease note: since my original complaint was submitted this unit developed a propane gas leak and the rear window gasket came loose inside the unit (not noticed by us but by their pick up driver)We have yet to go on a camping trip without something else failing
***, we received the follow up message from Mr [redacted] Unfortunately, the Brochure the customer is talking about does show the air mattress as standard equipment but it is not correctWe changed it mid-year for model We failed to remove the description in the BrochureWe have a statement in all brochures “Prices, materials, design and specifications are subject to change without notice.” We changed the air mattress due to the complaints we received on themI am sorry this is not the answer the customer wants to hearWe did offer him a substantial reduction in the price ***
Initial Business Response / [redacted] (1000, 5, 2017/04/12) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @revrvgroup.com We thank you for forwarding the customers letter and the opportunity to respondWe understand the ***'s purchased their motor home from a dealership in the state of [redacted] while on vacation and regret that the ***'s have had a need for serviceHowever, we respectfully decline their request for repurchaseREV RV as well as their selling dealership in [redacted] stand ready to assist with any warrantable concern in accordance to the terms of the REV limited warrantyREV RV has also provided them with the name of an independent service facility (non-REV RV service facility) fairly close to their residence in New [redacted] that is willing to assist us in addressing their concerns so they would not have to be inconvenienced during their vacation timeREV RV looks forward to hearing from the ***'s and their acceptance of our offer to assist them Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not happy with this they know what we have been through with this Motor Home We purchased almost [redacted] dollas worth of extra extedted warentee so we would not have any surprises with repairs but they deceived us they did not tell us no one would repair it near our home when we tried to have it repaired near our home not one Co will repair they tell us to bring it to [redacted] were we bought it They did not tell us this when we purchased RV So after the first year having to Travel over an hour from [redacted] to [redacted] to RV dealer and get out of RV at 8:AM every morning and not get RV back until 6pm so they could repair driving around all day(wasting Gas) in our car with no where to go having to eat out every day (gets expensive) and we have a dog with us was not funthis was and times a week...all winter We live up the mountains in [redacted] and have a small Motel we run in summer there are several RV Co who sell Holiday Rambler and asked Rev Co to get us appointments near us and they could not get anyone to fix it either so they offered to pick it up and bring it to Indiania were it was built so we agreed so we would not have to spend another winter in [redacted] It came back from Indiana with more problems than we sent it in with and putting all that extra milage also brings the value down and again we had to do the same thing this winter and still did not get it fixed On our trip back from [redacted] the bathroom window sprung open away from seal it was floppiny up and down when my husband saw it through his mirror and would not close we had to get off the highway and tape it closed they had just repaired the bathroom wall and took the window out and put it back inEvery time something gets repaired something else happens We are so scared of this RV when we hear a noise we dont know what to expect next We are home getting our Motel ready for opening and cannot leave here all summer and now they want us to bring it around hours one way to [redacted] so they can have an independent cowork on it they could not fix it were they built it and want us to let another Indipendent Cowork on it ?? Its been in different times I think we have given them more than ample time to repair all slides , electrical, water problems, pumps, windows, Refgerator, stairs, toilet,scratched tile floors , loose front dashboard,alarm for levelers.etc; to much to mention ( went without toilet for almost months waiting for parts)Lucky we have bathrooms The floors are warped and when they had it in Indiana they were suppoae to fix I feel that it some water problem getting under and will turn into mold eventully and get worse This is just a few problems They have lied to us and deceived us with this RV there is so much more to tell about but running out of space We are in our 70's and suppose to be enjoying our winter traveling instead we have a nightmere with this rv have to go to [redacted] for repairs every winter There has to be a law they cannot deceive people and get away with it Final Consumer Response / [redacted] (4200, 14, 2017/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The window should be repaired at no cost it was their fault it fell outnot ours over items gone wrong with this RV we will never recomend Holiday Rambler again our friends are all aware of the situation we are in with this Cothey have had this coach in for repair more than we have had it The floor was SUPPOSE to be checked out when they had it in Indiana for days and was also checked out in [redacted] at General RV HR repair center a note was sent to HR in Indiania from [redacted] repair center and nothing again was done.! (we have copy for advise from Indiania on how they the General RV repair center in [redacted] fix this situation its not a cosmetic problem its a warpted floor when you spend over [redacted] and its brand new you dont expct the floors to start warping we hope its not water damage and will cause Mold and other things to go wrong! This RV has been in so many times we have been more than fair yes they keep saying we will fix but at our expence because they do not want this Money Pit backWhen in the repair center in [redacted] at General RV we have to leave RV hours and drive around all day with a dog in car with nothing to do have to eat out everyday and while still paying for our RV site in [redacted] we are not using and sleeping in General RV parking lot every night this is in the shop this is to days a week at a time and they call this helping us its helping them not to buy this money Pit back ! How many more repairs can we keep having done its beyond being fair with them Final Business Response / [redacted] (4000, 12, 2017/05/02) */ We regret that the ***'s are not pleased with our prior response, but truly do want to assist them with resolving their concerns and thank you for the opportunity to respond REV has been in contact with the ***'s to assist themREV has agreed to send a window no charge (shipping UPS today) to the ***'s and agreed to have a mobile service travel to them to install the window along with addressing their water heater concern As to the alleged floor concern, it is our understanding that the floor is allegedly warped and as much as we regret this it is most likely a cosmetic issue and has not prevented them from using the moor homeThis would not be a repair that a mobile repair service would be properly equipped to perform and needs to go to a service facility to be fully evaluated for cause and repairWe have offered to address their floor concern at our factory service facility in Decatur, Indiana or have an independent shop that is closer to them to address the floor concern and stand ready to assist with scheduling an appointment hat is mutually agreeable to everyone REV truly regrets their need for warranty repairs and the inconveniences they have experiencedWe respectfully decline their request for repurchase, but do stand ready and look forward to addressing their concerns in accordance to the terms of the REV warranty
Initial Business Response / [redacted] (1000, 5, 2017/06/21) */ Reimbursement for [redacted] will be sent to the customerWe contacted the customer and let him knowHe was happy with the information and the follow up
Initial Business Response /* (1000, 5, 2016/08/09) */
Spoke with consumer, all repairs are completed and motor home was returned to him on Saturday, August 6, we will continue dialogue with consumer for a few weeks to be sure they are satisfied with repairs
Initial Consumer Rebuttal /*
(2000, 7, 2016/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/10/24) */
REV Recreation Group (f/k/a Monaco RV, LLC) has received the consumer complaint referred to in case ***The complaint references issues with the axles and tires of a Trail Lite Trek travel trailerThe complaint is that there was a
"failure to install proper sized axles at manufacturing." However, the consumer's inferred argument fails to account for the weight on the hitch (tongue weight)Monaco RV calculated the tongue weight of a travel trailer as 10% of the GAWR or lbsThe properly calculated GVWR for the subject travel trailer is 6,lbs., which is the GVWR that is reflected on the trailer's Federal Identification label
We never like to hear that a consumer is unhappyHowever, in this case, we cannot justify any action to remedy this complaint for the consumerAlso, please note that the travel trailer chassis was supplied and warranted by Lippert Components, Inc
Please contact us directly at *** *** *** if there are further questions or comments
Initial Consumer Rebuttal /* (3000, 7, 2017/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the company's responseThis is the second issue we have had with this company over inadequate manufacturingAccording to the dealership, who has extensive experience on a wide range of makes and models, The only way both axles would have gone out of kimber at them same time would be for them to be the improper ratingThe dealership installed lb axles and I have to believe they did that because that is what is appropriateThis trailer had an extensive list of "failures" upon receipt at the dealership that had to be fixed before they were able to sell it and has had several failures since the purchaseTo name a few, there was a seal failure with the heat pump compartment, that resulted in flooding, there was a failure in the entertainment system that resulted in a replacement, there was a failure in the adhesive in the shower, a failure in one of the stabilizer jacks where the dealership requested permission to replace all of the jacks because of improper installation, failure of the main tongue jackI think I am making my pointThis trailer has had significant and sufficient errors and in all but one of them, did the manufacturer pay for the repairsEven though a couple of them were with in warranty, we had to rely on our extended warranty company to cover themThe only way we were able to get reimbursement for the stabilizer jack (which failed one week after the warranty expired) was to threaten legal action
This trailer is NOT fully loadedHe have not had any incidents (on the road or otherwise) that would have cause premature damage to one much less both axlesVerbal contact with this company on the last issue was met with a comment from there "customer service" department with "we are no longer making towables" so reputation doesnt matter
This company has no customer service ethics at allI will once again, promise that if this company is unwilling to make some realistic accommodation for a four year old trailer with approximately miles of travel and no reasonable explanation as to why both axles would fail other than failure to install proper axles, I will file a small claims case in Clark County Washington where lawyers are not allowed and I will go for the full $allowable for my time and effortBy the time I roll out the list of
"pre-sales" issues this trailer had and all of the issues since then, I am pretty sure my case for negligence will be easily won
Final Business Response /* (4000, 9, 2017/10/30) */
REV Recreation Group (f/k/a Monaco RV, LLC) has received the consumer reply to our
initial responseWe are sorry to hear that the consumer is not satisfied with our response
However, the subject travel trailer’s limited warranty expired in March of and our
position remains unchanged
Please feel free to contact us at *** *** *** with further questions or concerns
We apologize but we did not receive the first notice on Mr. Hopcroft’s complaint from the Revdex.com. We have however, discussed this issue with the customer. His coach was not supposed to receive an air mattress. In fact we stopped putting the air mattress in all the American Coach Eagle products. We...
offered to sell him one at a reduced cost and he refused. We apologized to the customer but he felt we should provide one to him at no cost. Please let me know if you have any additional questions. [redacted] National Owner Relations Manager REV Recreation Group [redacted]
Initial Business Response /* (1000, 5, 2017/06/21) */
Reimbursement for [redacted] will be sent to the customer. We contacted the customer and let him know. He was happy with the information and the follow up.
I am rejecting this response because:
The American Eagle coach in question was manufactured in January 2017. Manufacturer states that they stopped fitting Air Mattress to American Eagle coaches at that time. The attached file (taken from the manufacturer's website on 3/27/18) clearly shows that the 2018 model of the American Eagle has an Air Mattress fitted as standard. Thus their assertion is inaccurate. Manufacturer states that Air Mattress was not intended to be fitted to my American Eagle - this is not accurate when looking at all past and current literature. Manufacturer states that: Customer rejected buying air mattress at reduced price - and wants it free-of-charge. Correct, this is a 'standard item' as per their literature and I reject paying extra for something that Manufacturer shows (even as at todays date) should be provided as 'standard' equipment! This is, in my view, the definition of Bait 'n' Switch: Lead a customer to believe that he/she will receive certain equipment as part of the original purchase - not supply the clearly advertised item/equipment - then require customer to pay extra for items that should be included! I fail to understand the manufacturer's rational that - an item they shows as standard equipment in their 'top-of-the-line' model has to be purchased for an extra $150 after the buyer see that the advertised item was omitted from the coach! Finally - Manufacturer states that the 'apologized' to customer. Also incorrect. The representative that called me did NOT apologize and, in fact, was dismissive, condescending and disinterested.
Initial Business Response /* (1000, 8, 2016/06/01) */
We apologize for the delay in responding and thank you for forwarding us Mr. [redacted], concerns and the opportunity to respond. We have also been in contact with Mr. [redacted] mutually agreeing to address his concerns at our Decatur, Indiana...
service facility on June 6, 2016. Further, to assist Mr. [redacted] and to ensure his satisfaction we have agreed to transport his motor home to Decatur, IN and fly both him and his wife to Decatur to pick up the motor home when repairs are completed.
Again we thank you for the opportunity to respond and look forward to resolving the [redacted] concerns to their satisfaction
Initial Consumer Rebuttal /* (2000, 10, 2016/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept REV Recreation Group's response, no I do not consider this closure. REV Recreation Group is willing to take back their product for a thorough inspection/rework and I am pleased they are doing this. Do I consider this closure on my issues - no. Closure is dependent upon the follow on reliability of this unit. Please note: since my original complaint was submitted this unit developed a propane gas leak and the rear window gasket came loose inside the unit (not noticed by us but by their pick up driver). We have yet to go on a camping trip without something else failing.
Initial Business Response /* (1000, 5, 2016/08/18) */
We are attaching our response letter that is going out to Mr. [redacted] in today's mail. Please review our response letter for further information.
Mr. [redacted], ** XXXXX
[redacted]...
[redacted]
Mr. [redacted],
We have received notice of the Revdex.com complaint you filed on August 16, 2016 regarding the rust and corrosion issues you are experiencing with your Discovery motorhome.
As you reported in your complaint, both Freightliner Custom Chassis Corporation and Fleetwood RV have evaluated the information and note that this issue is not selective to any one specific part of your motorhonne; It is random and affects various metal components from different manufacturers, which include chassis components, drive train components and portions of the house structure. Because the issue affects different areas and types of metal (installed and coated by several different manufacturers) we can determine that this matter is not related to a defect in materials or coatings. Random incidents of corrosion or oxidation on the same vehicle are caused by man-made and environmental catalysts such as corrosive exposure (chemicals, salt, sand, sea mist, etc.) which is excluded from coverage under your Fleetwood RV limited warranty.
As we previously advised you, we cannot take responsibility for this issue and further, can offer no monetary assistance with the necessary repairs as you now request.
For your convenience, I have enclosed a copy of the Fleetwood RV limited warranty that explains the coverages and exclusions that apply to your motorhome. We understand that this may not be the response you had anticipated but we hope that you now have a clearer understanding of our position.
Sincerely,
Initial Consumer Rebuttal /* (3000, 7, 2016/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If this RV was properly undercoated, the tremendous amount of rust would not have occurred within a year. The storage compartment bottoms are completely rusted. They are flat straight pieces of metal. My Jeep Cherokee tow car (2014) does not have any rust on it because it was properly undercoated. It has been everywhere my RV has. Why would this rusty bucket on wheels have this amount of rust when nothing else I own has it. Fleetwood is responsible for the final product as it leaves their assembly line. The finished unit is theirs. The are responsible for the motorhome that leaves their factory. It's my understanding that these parts are stored outdoors for indefinite periods of time. Perhaps the parts sat in corrosive exposure while they were in Indiana. Fleetwood assembles it - did they just assemble rusted parts. And as we know rust spreads like a cancer. When they're used in a unit, quality control should inspect them before assembling. I was at the factory and saw 'parts' stacked one on top of another outdoors. The more I research on line the more I realize this is not so uncommon a problem. What parts are they responsible for? Is it ** of the parts in this unit? I realize they would like to blame anyone else and take no responsibility. This unit is not old and there is no way it should accumulate this amount of rust. This is not normal environmental rust as they would like me to believe. I am asking for less than ** of the purchase price and asking them to stand behind their RV's. The value of this RV is significantly affected by this RUST. "Random incidents of corrosion and oxidation" do not cause this much damage within 1 year. Their response does not give me a clearer understanding. This type of rust does not occur with environmental catalysts within a YEAR. Cars don't have this problem within a year why should a [redacted] RV have it!
Final Business Response /* (4000, 9, 2016/08/19) */
Thank you for advising us about the [redacted]'s rebuttal response.
Unfortunately we cannot offer the [redacted]'s any assistance with this issue. As stated in our warranty, the warranty does not cover defects or performance failures caused by or related to environmental conditions (salt, hail, chemicals in the atmosphere, etc.).
While we acknowledge that the [redacted]'s are entitled to their opinion about this issue, we respectfully disagree with their position. In our prior response we attempted to clarify that rust, corrosion and oxidation of varying parts on his motorhome clearly shows that the current condition of his coach is not due to any defect in material or workmanship.
Initial Business Response /* (1000, 5, 2017/04/12) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@revrvgroup.com
We thank you for forwarding the customers letter and the opportunity to respond. We understand the [redacted]'s purchased...
their motor home from a dealership in the state of [redacted] while on vacation and regret that the [redacted]'s have had a need for service. However, we respectfully decline their request for repurchase. REV RV as well as their selling dealership in [redacted] stand ready to assist with any warrantable concern in accordance to the terms of the REV limited warranty. REV RV has also provided them with the name of an independent service facility (non-REV RV service facility) fairly close to their residence in New [redacted] that is willing to assist us in addressing their concerns so they would not have to be inconvenienced during their vacation time. REV RV looks forward to hearing from the [redacted]'s and their acceptance of our offer to assist them.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not happy with this they know what we have been through with this Motor Home
We purchased almost [redacted] dollas worth of extra extedted warentee so we would not have any surprises
with repairs but they deceived us they did not tell us no one would repair it near our home
when we tried to have it repaired near our home not one Co.
will repair they tell us to bring it to [redacted] were we bought it.
They did not tell us this when we purchased RV
So after the first year having to Travel over an hour from [redacted] to [redacted]
to RV dealer and get out of RV at 8:30 AM every morning and
not get RV back until 6pm so they could repair.
driving around all day(wasting Gas) in our car with no where to go having to eat out every day
(gets expensive) and we have a dog with us was not fun. this was 4 and 5 times a week...all winter
We live up the mountains in ** and have a small Motel we run in summer there are several RV Co
who sell Holiday Rambler and asked Rev Co to get us appointments near us
and they could not get anyone to fix it either so they offered to pick it up
and bring it to Indiania were it was built so we agreed so we would not have to spend another winter
in [redacted] It came back from Indiana with
more problems than we sent it in with and putting all that extra milage
also brings the value down
and again we had to do the same thing this winter and still did not get it fixed .
On our trip back from ** the bathroom window sprung open away from seal it was floppiny up and down
when my husband saw it through his mirror and would not close
we had to get off the highway
and tape it closed they had just repaired the bathroom wall and took the
window out and put it back in. Every time something gets repaired something else happens.
We are so scared of this RV when we hear a noise we dont know what to expect next...
We are home getting our Motel ready for opening and cannot leave here all summer and now they
want us to bring it around 4 hours one way to **
so they can have an independent co. work on it they could not fix it were they built it
and want us to let another Indipendent Co. work on it ??
Its been in 4 different times I think we have given them more than ample time to repair.
all 3 slides , electrical, water problems, pumps, windows, Refgerator, stairs,
toilet,scratched tile floors , loose front dashboard,alarm for levelers.etc; to much to mention....
( went without toilet for almost 3 months waiting for parts)Lucky we have 2 bathrooms.
The floors are warped and when they had it in Indiana
they were suppoae to fix I feel that it some water problem getting under and
will turn into mold eventully and get worse.
This is just a few problems They have lied to us and deceived us with this RV
there is so much more to tell about but running out of space
We are in our 70's and suppose to be enjoying our winter traveling instead we have
a nightmere with this rv have to go to [redacted] for repairs every winter.
There has to be a law they cannot deceive people and get away with it
Final Consumer Response /* (4200, 14, 2017/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The window should be repaired at no cost it was their fault it fell out.... not ours over 50 items gone wrong with this RV we will never recomend Holiday Rambler again our friends are all aware of the situation we are in with this Co. they have had this coach in for repair more than we have had it.
The floor was SUPPOSE to be checked out when they had it in Indiana for 37 days and was also checked out in [redacted] at General RV HR repair center a note was sent to HR in Indiania from [redacted] repair center and nothing again was done.! (we have copy for advise from Indiania on how they the General RV repair center in [redacted] fix this situation its not a cosmetic problem its a warpted floor when you spend over [redacted] and its brand new 2016 you dont expct the floors to start warping we hope its not water damage and will cause Mold and 50 other things to go wrong! This RV has been in so many times we have been more than fair yes they keep saying we will fix but at our expence because they do not want this Money Pit back. When in the repair center in [redacted] at General RV we have to leave RV 9 hours and drive around all day with a dog in car with nothing to do have to eat out everyday and while still paying for our RV site in [redacted] we are not using and sleeping in General RV parking lot every night this is in the shop this is 4 to 5 days a week at a time and they call this helping us its helping them not to buy this money Pit back ! How many more repairs can we keep having done its beyond being fair with them.
Final Business Response /* (4000, 12, 2017/05/02) */
We regret that the [redacted]'s are not pleased with our prior response, but truly do want to assist them with resolving their concerns and thank you for the opportunity to respond.
REV has been in contact with the [redacted]'s to assist them. REV has agreed to send a window no charge (shipping UPS today) to the [redacted]'s and agreed to have a mobile service travel to them to install the window along with addressing their water heater concern.
As to the alleged floor concern, it is our understanding that the floor is allegedly warped and as much as we regret this it is most likely a cosmetic issue and has not prevented them from using the moor home. This would not be a repair that a mobile repair service would be properly equipped to perform and needs to go to a service facility to be fully evaluated for cause and repair. We have offered to address their floor concern at our factory service facility in Decatur, Indiana or have an independent shop that is closer to them to address the floor concern and stand ready to assist with scheduling an appointment hat is mutually agreeable to everyone.
REV truly regrets their need for warranty repairs and the inconveniences they have experienced. We respectfully decline their request for repurchase, but do stand ready and look forward to addressing their concerns in accordance to the terms of the REV warranty.
Initial Business Response /* (1000, 6, 2017/12/21) */
Contact Name and Title: Angela [redacted] Res
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@revrvgroup.com
REV Recreation Group is aware of this customer's concerns. He has filed a complaint with the Texas Department of Motor...
Vehicles and we are currently working through that program to find a resolution.
[redacted], we received the follow up message from Mr. [redacted]. Unfortunately, the Brochure the customer is talking about does show the air mattress as standard equipment but it is not correct. We changed it mid-year for model 2017. We failed to remove the description in the 2018 Brochure. We have a statement in all brochures “Prices, materials, design and specifications are subject to change without notice.” We changed the air mattress due to the complaints we received on them. I am sorry this is not the answer the customer wants to hear. We did offer him a substantial reduction in the price. [redacted]