Sirpilla did absolutely nothing of their own to rectify my problem. I, on the other hand, had to make numerous calls to the lender. The truth is 1) Sirpilla had errors in the paperwork which they sent to the lender 2) the lender entered the wrong information in their system 3) when Sirpilla sent the lender an update, not sure what happened but the lender didn't match it to the incorrect information 4)I had to call both parties and requested Sirpilla to call the lender and explain what they did (which Sirpilla did), 5) the lender then corrected their records and at my demand sent the info overnight to a NEW notary (because the first also could not have cared less about my delemma), 6) my new notary called the lender to make sure that the lender understood the problem & instructions. I'm leaving shortly for the notary to execute my new title/registration/license plate...none of which would have come about as a result of anyone else's work other than my own. Sirpilla owes me an apology for hours to do my purchase which ended up incorrect...however, they've chosen to blame the lender. Too bad. I'll never do business with them again and will make sure everyone I know hears about it. There's nothing more Sirpilla can do
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCamping world of Akron reached out to me in regards to
the situation I was having and we came to a resolution to my repairsI am completely satisfied with the solution we agreed upon and would like to thank everyone involved including the Revdex.com
I spoke with customer on 7/14/We reviewed the timeline of eventsCustomer dropped unit on 6/21/with a slide issue and since that time we have been working with manufacturer of the slide and of the unit to resolveCustomer stated he said he would pay out of pocket to speed up the process
which we misunderstood and did not proceed until approval was given from manufacturerThis took longer than expected and only changed once customer contacted MFG directlyI updated customer that parts are on order and once we receive we will get in and get doneI offered my apology and will be providing consideration for the campsite he missed last weekI informed customer we will update him next week with progress and expected completion date
Initial Business Response /* (1000, 5, 2015/11/16) */
MrD*** and myself spoke on 11/13/Customer is aware we are working through the issues with his unit and are working on the resolution with the factory as quick as possibleWe will continue to communicate with the customer as we
progress and will update this forum when resolved
because: I am not sure if they are telling the truth. They said I would have my camper back in time for our June 10th camping trip and they still have it. We lost $40.80 in camper registration fees. And My husband lost a weeks worth of vacation. By the time they told us our camper would not be ready it was too late to cancel the vacation time and registration for a full refund. We have another camping trip planned we have another trip planned for the 23rd and I really need a camper. I would be happy to use a loaner if needed.
Called the customer and did revisit the experience. Customer did confirm that he did authorize us to do the bearing pack which was the primary reason we were keeping the deposit once he decided he did not want the unit. Our deposits are non-refundable however it was not clear whether...
this was explained to the customer clearly. In any event, out of goodwill we will be returning the deposit to the customer.
We spoke with Mr. [redacted] on 8/8/17. We reviewed the details of the purchase. We have also attached to this response a copy of the contract and a copy of the service call agreement form. The customer purchased a used unit. There is no on going manufacture warranty as it is a...
used unit. We did sell the unit with a 30 day guarantee however it only covers certain items which the customer signed a document indicating what was and was not inspected and covered. Upon on conversation, the customers concern is the bedroom AC not working. We requested he bring the unit to us which he is unable to do. He requested a mobile service call which we can do however he was not willing to pay the fee. Out of goodwill, we are sending a technician on 8/9/17 to the customers location to determine what the issue is and how it needs resolved. We will be absorbing the normal charge for road call.
Spoke with the customer on 9/2/16. Apologized for the experience they have had so far. Reviewed their list of issues and there were a few we still needed to work on or get clarification. Also, there is one part that we are still waiting on which is due to us by the end of next...
week. Once complete, we will follow up with the customer so they can review and use. Also, we are working with the customer to provide some form of compensation for their experience.
Initial Business Response /* (1000, 5, 2015/07/23) */
This customers order was placed via our corporate on line web service and not at Sirpilla RV. The request should not be against this Revdex.com account. However, we did follow up with our corporate office and we were informed that the amount of...
$34.76 was credited to this customers account on 7/18/15. We have tried to contact the customer however have been unsuccessful.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/09/21) */
Refund of deposit had not made it through the process yet. We called customer this morning and updated him. Refund will be occurring today.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
If the refund posts on my credit card all will be good. I will not know until Wednesday they tell me.
Consumer contacted Revdex.com on the Chat Line and informed us that he has resolved the complaint issues with the business. He would like the complaint closed as Resolved.
We did fix the trailer at our location. The slide was run in and out a minimum of 8 times with no issue. Upon pick up, the customer reviewed the unit as well. He measured the slide and ran it in and out and it work as designed. He left our lot with the unit working. We received a call a day or so after he got home stating the room was stuck in the out position. We called to review with customer. It is my understanding that the slide worked intermittently however there was still an issue. It is also my understanding that customer contacted manufacturer who came and picked up unit and took to their facility. They determined that the actuator was working intermittently. We reviewed with the MFG to determine if there was anything we did wrong or could have done differently to catch this part going bad and they said no. According to rep at MFG, unit was fixed and returned to customer. We apologize for the experience the customer had however at the time of pick up it appeared to be working and then another part failed. From our understanding, the unit should be in working condition now.
We have reviewed the customers issue and the events leading up to the concern. We have also discussed with the customer. At this point, we are waiting on the necessary parts to complete the repairs. Once they arrive, the customer will be notified and scheduled immediately to get...
We have spoke with the customer and have attempted to resolve however it was not to the customer's satisfaction. At this point we are not able to reach a mutually agreeable resolution.
I am rejecting this response because Sirpilla has not offered any resolution to my complaint. I received three phone calls from a Sirpilla agent who identified himself as Paul and he said they wanted to satisfy me but the only thing he has done is make a phone request to send a copy of a repair invoice by fax. So far the Sirpilla fax machine has not accepted the transmission providing the invoice. I reported this problem to Paul by leaving a phone message but there has been no response. My conditions for resolving this complaint are stated in the complaint and no attempt address them has been made by Sirpilla. In the FAX cover later I stated: "You said you were going to help us get an equitable solution to this mess and I hope that you will". Until I have a offer from Sirpilla, the complaint stands as originally written.
We went to the customer today (4/9/18) and completed all the work we could. Due to the weather, we were unable to install the vents and the customer would like us to review some caulking that was done on the roof. We have rescheduled with the customer to go back out next Wednesday. Assuming weather permits, we should have all done by middle of next week.
We received confirmation today that the lien holder determined the error and corrected on their end and was sending out the correct title to the customer so they could register in their state. We followed up with customer to confirm they had received the call from the lien holder and the...
customer confirmed they had and was provided a tracking number for the title. Once they receive, they will be able to register in their state.
Initial Business Response /* (1000, 5, 2015/10/13) */
Contact was made with the manufacturer to confirm how they would like us to proceed in this manner. Was informed by manufacturer that they spoke with customer on 10/13/15 and that the issue was resolved.
Initial Consumer Rebuttal /* (3000,...
7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a phone call with what the manufacturer considered to be another explanation as to why they were again going back on their word, and would not address my mold concerns. Their excuse for not following thru on multiple verbal agreements was "because multiple people misspoke".
The mold growth shown by the attached picture was present in less than 5 days of the flood caused by the manufacturer's factory defect. It was located on the bathroom side of the wall that incurred the water leak. Why would the bedroom on the other side of the wall, that had more water exposure, be less likely to have mold 5 months later if not treated? Did they use marine grade materials in the bedroom (which should never get wet) and not use them in the bathroom (which is very likely to get wet).
I have done more than my due diligence to work with the dealer and manufacturer to get this addressed. I will attempt to fix it myself. If I have any future mold and/or health problems related to this incident, I have a very thoroughly documented record of the refusal of both the manufacturer and the dealer, to take any measures to remediate the mold growth.
Final Business Response /* (4000, 9, 2015/10/15) */
Upon receipt of above comments, as the dealer, we reached back out to manufacturer to see how they would like to handle. Manufacturer called customer on 10/15/15 and discussed above. According to MFG, they offered for customer to bring unit into dealer to review however customer is electing not to and explained they will handle on their own.
Initial Business Response /* (1000, 5, 2015/12/01) */
Contact was made with Mr. N[redacted] and we are going to request the manufacturer, of the hitch he purchased 10 months ago, to consider refunding the customer for said hitch, based on potential manufacturer defect. We advised customer that this...
is the decision of that manufacturer and will be a somewhat drawn out process and to have patience. He will be bringing in the hitch in question when he comes to get his unit that we are currently working on. We then will be handling the entire process with the manufacturer, on behalf of the customer, as a goodwill gesture.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WE are working on it an will send to [redacted] to checked it out. Will let you know when we get it all worked out.
Sirpilla did absolutely nothing of their own to rectify my problem. I, on the other hand, had to make numerous calls to the lender. The truth is 1) Sirpilla had errors in the paperwork which they sent to the lender 2) the lender entered the wrong information in their system 3) when Sirpilla sent the lender an update, not sure what happened but the lender didn't match it to the incorrect information 4)I had to call both parties and requested Sirpilla to call the lender and explain what they did (which Sirpilla did), 5) the lender then corrected their records and at my demand sent the info overnight to a NEW notary (because the first also could not have cared less about my delemma), 6) my new notary called the lender to make sure that the lender understood the problem & instructions. I'm leaving shortly for the notary to execute my new title/registration/license plate...none of which would have come about as a result of anyone else's work other than my own. Sirpilla owes me an apology for hours to do my purchase which ended up incorrect...however, they've chosen to blame the lender. Too bad. I'll never do business with them again and will make sure everyone I know hears about it. There's nothing more Sirpilla can do
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCamping world of Akron reached out to me in regards to
the situation I was having and we came to a resolution to my repairsI am completely satisfied with the solution we agreed upon and would like to thank everyone involved including the Revdex.com
I spoke with customer on 7/14/We reviewed the timeline of eventsCustomer dropped unit on 6/21/with a slide issue and since that time we have been working with manufacturer of the slide and of the unit to resolveCustomer stated he said he would pay out of pocket to speed up the process
which we misunderstood and did not proceed until approval was given from manufacturerThis took longer than expected and only changed once customer contacted MFG directlyI updated customer that parts are on order and once we receive we will get in and get doneI offered my apology and will be providing consideration for the campsite he missed last weekI informed customer we will update him next week with progress and expected completion date
Initial Business Response /* (1000, 5, 2015/11/16) */
MrD*** and myself spoke on 11/13/Customer is aware we are working through the issues with his unit and are working on the resolution with the factory as quick as possibleWe will continue to communicate with the customer as we
progress and will update this forum when resolved
I am rejecting this response...
because: I am not sure if they are telling the truth. They said I would have my camper back in time for our June 10th camping trip and they still have it. We lost $40.80 in camper registration fees. And My husband lost a weeks worth of vacation. By the time they told us our camper would not be ready it was too late to cancel the vacation time and registration for a full refund. We have another camping trip planned we have another trip planned for the 23rd and I really need a camper. I would be happy to use a loaner if needed.
Called the customer and did revisit the experience. Customer did confirm that he did authorize us to do the bearing pack which was the primary reason we were keeping the deposit once he decided he did not want the unit. Our deposits are non-refundable however it was not clear whether...
this was explained to the customer clearly. In any event, out of goodwill we will be returning the deposit to the customer.
We spoke with Mr. [redacted] on 8/8/17. We reviewed the details of the purchase. We have also attached to this response a copy of the contract and a copy of the service call agreement form. The customer purchased a used unit. There is no on going manufacture warranty as it is a...
used unit. We did sell the unit with a 30 day guarantee however it only covers certain items which the customer signed a document indicating what was and was not inspected and covered. Upon on conversation, the customers concern is the bedroom AC not working. We requested he bring the unit to us which he is unable to do. He requested a mobile service call which we can do however he was not willing to pay the fee. Out of goodwill, we are sending a technician on 8/9/17 to the customers location to determine what the issue is and how it needs resolved. We will be absorbing the normal charge for road call.
Spoke with the customer on 9/2/16. Apologized for the experience they have had so far. Reviewed their list of issues and there were a few we still needed to work on or get clarification. Also, there is one part that we are still waiting on which is due to us by the end of next...
week. Once complete, we will follow up with the customer so they can review and use. Also, we are working with the customer to provide some form of compensation for their experience.
Initial Business Response /* (1000, 5, 2015/07/23) */
This customers order was placed via our corporate on line web service and not at Sirpilla RV. The request should not be against this Revdex.com account. However, we did follow up with our corporate office and we were informed that the amount of...
$34.76 was credited to this customers account on 7/18/15. We have tried to contact the customer however have been unsuccessful.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/09/21) */
Refund of deposit had not made it through the process yet. We called customer this morning and updated him. Refund will be occurring today.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
If the refund posts on my credit card all will be good. I will not know until Wednesday they tell me.
Consumer contacted Revdex.com on the Chat Line and informed us that he has resolved the complaint issues with the business. He would like the complaint closed as Resolved.
We have reviewed with the customer and we believe the matter is now resolved.
We did fix the trailer at our location. The slide was run in and out a minimum of 8 times with no issue. Upon pick up, the customer reviewed the unit as well. He measured the slide and ran it in and out and it work as designed. He left our lot with the unit working. We received a call a day or so after he got home stating the room was stuck in the out position. We called to review with customer. It is my understanding that the slide worked intermittently however there was still an issue. It is also my understanding that customer contacted manufacturer who came and picked up unit and took to their facility. They determined that the actuator was working intermittently. We reviewed with the MFG to determine if there was anything we did wrong or could have done differently to catch this part going bad and they said no. According to rep at MFG, unit was fixed and returned to customer. We apologize for the experience the customer had however at the time of pick up it appeared to be working and then another part failed. From our understanding, the unit should be in working condition now.
We have reviewed the customers issue and the events leading up to the concern. We have also discussed with the customer. At this point, we are waiting on the necessary parts to complete the repairs. Once they arrive, the customer will be notified and scheduled immediately to get...
completed.
We have spoke with the customer and have attempted to resolve however it was not to the customer's satisfaction. At this point we are not able to reach a mutually agreeable resolution.
I am rejecting this response because Sirpilla has not offered any resolution to my complaint. I received three phone calls from a Sirpilla agent who identified himself as Paul and he said they wanted to satisfy me but the only thing he has done is make a phone request to send a copy of a repair invoice by fax. So far the Sirpilla fax machine has not accepted the transmission providing the invoice. I reported this problem to Paul by leaving a phone message but there has been no response. My conditions for resolving this complaint are stated in the complaint and no attempt address them has been made by Sirpilla. In the FAX cover later I stated: "You said you were going to help us get an equitable solution to this mess and I hope that you will". Until I have a offer from Sirpilla, the complaint stands as originally written.
We went to the customer today (4/9/18) and completed all the work we could. Due to the weather, we were unable to install the vents and the customer would like us to review some caulking that was done on the roof. We have rescheduled with the customer to go back out next Wednesday. Assuming weather permits, we should have all done by middle of next week.
We received confirmation today that the lien holder determined the error and corrected on their end and was sending out the correct title to the customer so they could register in their state. We followed up with customer to confirm they had received the call from the lien holder and the...
customer confirmed they had and was provided a tracking number for the title. Once they receive, they will be able to register in their state.
Initial Business Response /* (1000, 5, 2015/10/13) */
Contact was made with the manufacturer to confirm how they would like us to proceed in this manner. Was informed by manufacturer that they spoke with customer on 10/13/15 and that the issue was resolved.
Initial Consumer Rebuttal /* (3000,...
7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a phone call with what the manufacturer considered to be another explanation as to why they were again going back on their word, and would not address my mold concerns. Their excuse for not following thru on multiple verbal agreements was "because multiple people misspoke".
The mold growth shown by the attached picture was present in less than 5 days of the flood caused by the manufacturer's factory defect. It was located on the bathroom side of the wall that incurred the water leak. Why would the bedroom on the other side of the wall, that had more water exposure, be less likely to have mold 5 months later if not treated? Did they use marine grade materials in the bedroom (which should never get wet) and not use them in the bathroom (which is very likely to get wet).
I have done more than my due diligence to work with the dealer and manufacturer to get this addressed. I will attempt to fix it myself. If I have any future mold and/or health problems related to this incident, I have a very thoroughly documented record of the refusal of both the manufacturer and the dealer, to take any measures to remediate the mold growth.
Final Business Response /* (4000, 9, 2015/10/15) */
Upon receipt of above comments, as the dealer, we reached back out to manufacturer to see how they would like to handle. Manufacturer called customer on 10/15/15 and discussed above. According to MFG, they offered for customer to bring unit into dealer to review however customer is electing not to and explained they will handle on their own.
Initial Business Response /* (1000, 5, 2015/12/01) */
Contact was made with Mr. N[redacted] and we are going to request the manufacturer, of the hitch he purchased 10 months ago, to consider refunding the customer for said hitch, based on potential manufacturer defect. We advised customer that this...
is the decision of that manufacturer and will be a somewhat drawn out process and to have patience. He will be bringing in the hitch in question when he comes to get his unit that we are currently working on. We then will be handling the entire process with the manufacturer, on behalf of the customer, as a goodwill gesture.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WE are working on it an will send to [redacted] to checked it out. Will let you know when we get it all worked out.