Signature Flooring, Inc.

I understand the complainant's position.  La Mesa RV will only entertain 1) shower handle 2) shower molding and 3) bedroom molding.  Again, provided I am given advance notice to approve or reject costs, we are willing to pay for those repairs.However, I will review anew the additional items she mentions.  I will work directly with complainant on those items.Thank you.[redacted]CR Manager, La Mesa RV Center Inc.

We regret that the consumer was thusly inconvenienced.  Although during our inspection, these items were not malfunctioning, we certainly want our customer to have the best possible service.  We are going to contact the customer and arrange to reimburse her the amount she is...

requesting.  This should conclude this matter.  Thank you for your kind intervention.[redacted]

As I understand it, the consumer says he purchased a vehicle service contract through La Mesa RV.  If that is the case, a problem he had with this air conditioner was declined as a covered component.  I do not have the details of this matter but I would recommend the following:  1) Often times these matters are declined due to mis-communication.  The consumer should speak with his service advisor to ensure that the complaint and proposed correction were properly detailed to the service provider.  2)  The consumer can contact the service provider directly to determine precisely why the claim was rejected. This will allow the consumer the chance to correct any issues or understand the provider's position better. 3) The service contract provider is a separate company un-affliliated with La Mesa RV.  The service contract has its terms and conditions.  La Mesa RV does not control those terms and conditions.  However, if the consumer is completely dissatisfied with the service provider, the service contract is cancellable with a corresponding refund due the consumer.Thank you.[redacted]Customer Relations Manager

We regret that consumer is experiencing problems with his batteries.  The batteries were in proper condition when picked up his vehicle and were attested as such by our service manager.  Any number of things can cause batteries to fail.  All components that were turned on or used were...

done so in furtherance of making proper diagnosis and repairs.  Regretfully we cannot assist the consumer with his request.Thank you.[redacted]  CCR Manager, La Mesa RV Center, Inc.

We understand the consumer's disappointment. We share that disappointment as well.Hopefully, as stated before, the underlying issues are resolved.Thank you for you interest in this matter. [redacted]La Mesa RV

We regret that consumer believes that he is exceeding his payload and towing capacity.  He is not.  As to payload, all literature composed by his truck manufacturer indicates that his tow vehicle has a payload capacity of between 2100 lbs and 2310 lbs.  His fifth wheel has a 1690 lbs...

hitch weight, add the hitch itself, 200 lbs, and he is at 1890.  1890 lbs is well below the limit of 2100 lbs to 2310 lbs.  If a consumer overloads the front of the towable with "various gear" then yes, the payload limit can be exceeded.  The manufacturer clearly recommends that consumers stow gear in a manner best configured for towing.  In this case, consumer need only move any excess gear to storage compartments in the rear of the towable.  As to the towing capacity, his vehicle has a towing capacity of 10,900 lbs.  His towable has a dry weight of 7700 lbs  Again, he is well below the limit.  But these are all configurations he would have confirmed himself and was provided ample opportunity to do so.Moreover, this is consumer's third towable purchase. He is an experienced consumer in the field of towing and towing configurations.  Additionally, because there are so many variables and variations to achieve safe towing, many of which are simply beyond La Mesa RV's ability to police or control, consumers are presented with, must agree to and sign to acknowledge that agreement a towing document which clearly states that they are personally responsible for ascertaining and knowing the accurate capacities of their tow vehicle and its towable capability vis-a-vis their purchase and that they are not relying on La Mesa RV's interpretations of those capacities.Consumer was offered a goodwill gesture to assist him with any other solution he thought viable.  That offer remains open to consumer.Thank you.[redacted]Corporate and Customer Relations ManagerLa Mesa RV Center Inc.

We're very sorry that we could secure a proper funding source to make this deal happen when we had such hopes of precisely that.  There was no intent to cause any harm or inconvenience and our staff did everything possible to make it happen.  We sincerely apologize to the consumer and his...

family.Thank you for the opportunity to make this apology.[redacted]

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.
This is not acceptable.  La Mesa has now treated this brand new RV FOUR times for biting, destructive, carpenter ant infestations.  We have received contradictory answers from them also.  We were told by La Mesa that there were ways to check for damage without opening up all the walls, now Javier says “There are walls that are bonded and can’t be open without destructive exposure.” Furthermore, no one has answered us as to the extent of the damage caused by these carpenter ants.  Each of the 4 days we had the RV, we saw white flakes, which looked like Styrofoam (a common place for these ants to nest) piled up on surfaces and falling from above.There have been infestations in 3 separate areas of the RV, the rear bedroom, the front cab over, and the kitchen.  They have now treated it with pesticides on 4 separate occasions. With the amount of destructive carpenter ants in this RV, La Mesa’s unwillingness to fully investigate the potential damage that existed before it was sold to us, and the need for La Mesa to treat it FOUR TIMES now, we are still asking for a cancellation of contract for the damaged, infested, RV they sold us.
Regards,
[redacted]

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. I'm attaching photos that show that when I picked up my RV, the batteries were not in good condition.  The battery shows 11.4V, which is 10%.  [redacted] batteries will be damaged if they are discharged below 50%.The other photo shows that when I picked up the RV, the electric heat was set to 85 degrees, which is what discharged the battery.  When I dropped off the vehicle, the heat was off, and the battery was disconnectedI discussed this with my service adviser at the time, and he dismissed my concerns.  At no point did a service manager ever examine my vehicle, or discuss the matter with me
Regards,
[redacted]

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.
Thank you for considering my complaint.  Unfortunately, the response from [redacted] does not accurately address two key issues.  First, Mr. [redacted] does not discuss the fact that two La Mesa salesmen misrepresented the actual hitch weight of the Heartland Sundance XLT 267RL fifth wheel RV at the point of sale.  We specifically informed our salesmen that we did not want to purchase a fifth wheel with a hitch weight of more than approximately 1300 lbs.  [redacted] does not discuss the fact that we were provided with grossly inaccurate information about the hitch weight when we purchased the RV.  One of the salesmen, [redacted], specifically stated that the hitch weight was 1320 lbs., an acceptable weight to us.  As I mentioned in the main body of the complaint, the actual hitch weight turned out to be 1690 lbs.  This is a difference of 370 lbs.  Prior to purchasing the Heartland Sundance XLT 267RL, the salesmen did show us another fifth wheel RV that had a listed hitch weight on the manufacturer's website of 1660 lbs., and we specifically told both salesmen that we did not want an RV with such a heavy hitch weight.  We believe the La Mesa salesmen deliberately misrepresented the hitch weight of the RV we purchased in order to facilitate the sale, disregarding our desire and need of a lighter hitch weight as well as our safety on the highway.  Had we been able to access the actual hitch weight online at the manufacturer's website, we would not have purchased the Heartland Sundance XLT 267RL fifth wheel RV.  Unfortunately, this information was missing from the website and that is why we relied on the integrity of La Mesa RV to provide accurate information.Second, Mr. [redacted] continues to misrepresent the Payload and Gross Vehicle Weight Rating (GVWR) of our Ford F150 tow vehicle.  The F150 door sticker specifically states that "The combined weight of occupants and cargo should never exceed 2104 lbs."  Please see attachment "Payload Limit_F150" which includes the VIN for identification to verify this information.  In order to stay within the Payload limit, notice that the weight of occupants and cargo must be considered.  Therefore, to calculate a safe payload that stays within the limit, we must add the following weights of cargo and occupants:  Heartland Sundance XLT 267RL hitch weight:     1840 (actual weighed amount) (1690 lbs. is the dry, unloaded weight) Fifth wheel sliding hitch mounted  in truck bed:    220 Step bars + tonneau cover:               100 Tool box:     30 Passenger weight (one person + dog):   200                                          Total Payload: 2390 Note that the actual payload as weighed exceeds the F150 payload by 290 lbs.  Also please note that the RV was only partially loaded.  I estimate we needed to add about 50 lbs. of clothing in the bedroom area over the truck bed which would increase the payload to 2440 lbs.  To verify the above weights, please refer to the attachment "Truck Weight" which shows the actual weight of the truck (5320 lbs.) as weighed on CAT scales at the Pilot Travel Center in Tucson.  The attachment "Truck+Trailer_Weight" shows the weight of the truck plus the hitch weight of 7160 lbs. (This is the "steer axle" reading where the truck and RV hitch are weighed.  The "drive axle" displays the portion of the RV that is parked on the second and separate weight pad while connected to the F150).)  Subtracting the difference 7160 - 5320 = 1840 lbs. actual hitch weight.Further, I would like to illustrate that the "steer axle" weight of the F150 truck and RV hitch connected exceeds the GVWR limit of 6900 lbs. as stated by Ford Motor Company.  The attachment "GVWR_F150" shows the maximum limit the F150 is allowed.  I agree with Mr. [redacted] that the tow rating of the F150 is 10,600 lbs. (He stated 10,800, so he's pretty close.  See attachment "Tow_Rating_Fifth_Wheel_F150).  However, as stated in the Ford towing guide, "Be sure to have your fully-loaded vehicle including passengers so as to not exceed critical weight limits".  As we would be exceeding two critical weight limits (Payload and GVWR), this RV is unsafe for us to tow.  The maximum tow rating of 10,600 lbs. then becomes irrelevant to our complaint.  Also, we have been towing on and off for ten years, and we are aware of load distribution requirements on any RV.  This is why we primarily load only clothing, bedding and toiletries in the bedroom area above the truck bed in order to minimize the weight directly loaded onto the truck bed through the fifth wheel hitch.  This area of the RV is not overloaded by any means.    The calculations and weight list concerns that I have discussed above are not specific to the F150 or to the Ford Motor Company.  While the actual numerical limits differ among truck models, these are general limits that must be abided by if the truck is a Chevrolet, Dodge, Ford or Toyota. No weight limit should ever be exceeded on a truck or an RV.  It is our opinion that La Mesa RV and understand this, but are refusing to admit any liability in the misrepresentation of the Heartland Sundance XLT 267RL fifth wheel RV hitch weight at the time of sale and also how the weight limits are calculated.  As noted in the complaint, I directly asked the La Mesa Service Manager, [redacted], if our F150 exceeded the stated Ford weight limits.  He responded,"Yes."  It's pretty clear that even the service manager realizes after viewing the CAT weights, that our truck is overloaded.  Overloaded means unsafe.The $2,000 offer from [redacted] is not a sufficient remedy to offset the cost of $12,000 to purchase a comparable RV.  We are open to negotiation on this point, but the cash and own settlement must be a reasonable amount.         Regards,
[redacted]

Thank you for bringing this matter to our attention.  As the consumer noted, we completely refunded her money and she incurred no expense.  We attempted to accommodate the consumer as much as possible under the circumstances.  La Mesa RV did not see or touch her surge protector or...

bike lock.  The consumer's vehicle contains many articles and its possible she simply misplaced it.  In addition, we clearly make our customers aware that we are not responsible for articles in their vehicles.  La Mesa RV is not responsible and there is nothing we can do for her.Thank you.[redacted]CCR Manager, La Mesa RV Center Inc.

Thank you for writing us with this consumer's concerns.  The deal was cancelled on June 3, 2016.  It does take some time to process the refund and if it is not processed by now, it will be shortly.  What we can assure the consumer is that he will be refunded the deposit.  La Mesa...

RV does not keep deposits on cancelled deals.  If the consumer can just be a little more patient while accounting completes the refund, this issue resolve itself.Thank you.[redacted]CCR Manager, La Mesa RV Center, Inc.

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.From: [redacted]<[redacted]@gmail.com>Date: Wed, May 3, 2017 at 7:07 AMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com <[email protected]>No one from La Mesa has contacted me with their intentions.
Regards,
[redacted]

First of course we regret that the consumer is experiencing these issues.  Water leaks can be caused by any number of issues.  As most sealants are a petroleum based product all manufacturers require periodic inspection and maintenance of all sealed areas.  lack of maintenance is...

the number one reason for leaks.  The consumer has had the trailer over a year and would have been required to maintain any sealants.  Of course, if maintenance is not an issue, the consumer's product did come with manufacturer's warranty to which he is free and welcomed to avail himself.  La Mesa RV did not issue any warranty with this product.  Regretfully we do not agree to consumer's request.Thank you.[redacted]Customer Relations Manager

The vehicle has been returned to La Mesa RV to make corrections to repairs.Thank you.[redacted]