South Hill R V Sales

Mr [redacted] bought this Trailer almost miodel years ago (we are now selling models) this trailer has a year factory warrantyLike every cust we get them in and fix warranty items in a timely mannerMr [redacted] continues to bring it in to have us change how this trailer was built ie awning rail etcWe do this out of the good of our heart as he has bought a couple over the yearsMyself and Rich Hopsen mention trading him up as he bought an entry level unit and wants us to continue to fix and upgrade to make it a higher end unit, so we feel he will not be happy unless he gets a higher quality unitIt is camp ready and could have been picked up at any of the times mR [redacted] has came by the lot? we are now only waiting for a special order awnning rail as he is not happy with the mfg designIf he would like to pick up and take eslwhere he can do so now and I will cancel the order of this awning railThank you

Complaint: [redacted] Attached is the original compaint, this is America I'm allowed to have my opinion of there service department without being refused repairsIf they don't want open honest feedback don't ask for reviews...also I did call Saturday but was told to call back Monday Also they supposedly repaired a leak exactly a year ago, the trailer is leaking water and the same wall is soaking wetI have three children, one is an infant, he sleeps in that room when campingIf there is mold in the wall in can make him deathly illThe trailer needs to be correctly, completely repaired and certified by a mold specialist it will not cause any medical issues I am rejecting this response because: Sincerely, [redacted] Attachments redacted by Revdex.com staff**

Complaint: [redacted] I am rejecting this response because:We Don't agree with the response Sincerely [redacted]

Long story short, we sell hundreds of new RV's every year, when buying a brand new RV that flexes, moves down the road, many parts and components in them it is almost expected there will be a few warranty repairs after initial couple trips"This is The biggest benefit in buying a new RV in my
opinion, is that it's covered under warranty" This customer only needed to call and make a warranty apt like everyone else and like he has in the past when we repaired some of the items he listedFor some reason he felt in necessary to use foul language, Call myself, My RV Store, The trailer etc every bad word in the book as he demands to know what am I going to do on the weekend for him (service is M-F)He was not accepting that he had to make an apt with my service deptAt this point the only solution was to reserve the right to refuse service as I felt he would only continue to escalateI tried to explain we do not build them but we are here to help, (again he wa not having any of it) I mentioned as unhappy as he seems to be with SHRV & the Trailer using another service provider is the best for us both, (there are many Forest Dealers in the area) and he agreedAs I nicely mentioned to him we are always more then happy to do any service work for our customers, But again, once I feel myself & staff is being threatened I must put my foot down! This is very odd as all he needed todo is make a simple apt, PERIODunfortunately I feel there is other motives behind this(like buyers remorse, trying to get me to buy a trailer back over warranty issues etc) In closing, If he just made a warranty apt like he was told many times by many employees his trailer would be on the schedule by now

Mr [redacted] bought this Trailer almost 5 miodel years ago (we are now selling 2019 models) this trailer has a 1 year factory warranty. Like every cust we get them in and fix warranty items in a timely manner. Mr [redacted] continues to bring it in to have us change how this trailer was built ie awning...

rail etc. We do this out of the good of our heart as he has bought a couple over the years. Myself and Rich Hopsen mention trading him up as he bought an entry level unit and wants us to continue to fix and upgrade to make it a higher end unit, so we feel he will not be happy unless he gets a higher quality unit. It is camp ready and could have been picked up at any of the times mR [redacted] has came by the lot?  we are now only waiting for a special order awnning rail as he is not happy with the mfg design.. If he would like to pick up and take eslwhere he can do so now and I will cancel the order of this awning rail. Thank you

Complaint: [redacted]Attached is the original compaint, this is America I'm allowed to have my opinion of there service department without being refused repairs. If they don't want open honest feedback don't ask for reviews...also I did call Saturday but was told to call back Monday.  Also they supposedly repaired a leak exactly a year ago, the trailer is leaking water and the same wall is soaking wet. I have three children, one is an infant, he sleeps in that room when camping. If there is mold in the wall in can make him deathly ill. The trailer needs to be correctly, completely repaired and certified by a mold specialist it will not cause any medical issues.   
I am rejecting this response because:
Sincerely,
[redacted]Attachments redacted by Revdex.com staff**

Complaint: [redacted]
I am rejecting this response because:We Don't agree with the response.
Sincerely 
[redacted]

Review: While on family vacation, on July 10, 2013 we arrived at South Hills Rv with our Palomino trailer. We disclosed that the hitch was bending and that is was unsafe for us to tow. We gave a conditional offer that we would buy a new Rockwood Freedom 1910 for $10,000 if they took a trade in on our unit. They agreed and the paper work was drawn up. We paid for the new unit in full the agreed amount. We were told that the title would take a few days and to stop back on our way to pick the title up. I called the office (the next day I believe) and spoke to [redacted] (the financial officer) about having the title mailed since it would take us 3.5 hours out of our route to return. She agreed. [redacted] on the phone she did leave a general message on our voicemail at home on the 12th asking that we contact her (no mention of the reason). I called several (4 or 5) times asking for her always being told she was out. I called our friend on the 25th to ask if she received any mail from the RV dealership and she told me she did. Thinking that everything must've been resolved, we arrived at our friends house and opened the letter to find no title but rather a demand for an import custom form 7501 or 3641. We decided to continue to the border to inquire. We were turned back at the Canadian border because they will not allow a tent-trailer to come in the country without a title. We spoke to an agent at the US border showing her the letter we received from the RV dealership. Officer [redacted] tells us that we don't need a form since we did not have the intention of selling our tent-trailer at the time of entry but rather the issue presented itself during the trip to became necessary to come up with a solution to sell it. We ended up taking the new trailer to a business for storage thinking we could resolve the situation from home. Once home I spoke to [redacted] who expressed once again the need for a customs importation form completed for the title to be released. She has told me that they did not know they needed a customs form for issuing a title in the U.S. for our trade-in. But at no time took ownership of that. She insists we are the ones that should have known. I cannot understand a business that makes a mistake and blames the customer. The request for a customs form was not once mentioned when they sold the new trailer to us and let us drive off the lot and leave our old trade-in with them. It is a condition made after the sale. Which in my humble opinion makes them a dishonest business. Further makes me sick to think they gave us the impression they were helping us out. We have since found out that we cannot get this customs form after the fact, as the trailer must be presented at a port - so we are unable to get this form for them. They have said they will not accept the new trailer back and give us our old trailer and money back to undo the deal. Desired Settlement: We would like to return the the new trailer. Reverse the agreed deal. We would have not purchased the new trailer if they didn't take our trade-in. The onus is upon the dealership to make sure they have all that they need for the trade-in. They live in the United States and are in the business of dealing with Rv's and therefore should be aware of what is required.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/08/06) */

My name is [redacted] Sales manger and Family member here at South Hill RV Sales! We follow every rule & guideline laid out by Wa State and federal law. We Work very hard at making EVERY customer happy, With no exception here. We tried hard to accommodate [redacted] and [redacted] when they came to us looking to upgrade Tent Trailers. We were only showed a bend in the frame on the trade in and made the deal going on just that, Her words were everything else is perfect. We hold every Tittle for our units new and used and apart of making this deal was for the [redacted]'s to stop back by here after the two week trip to get their tittle ( I explained it's needed to enter Canada)and they agreed. We do this to make sure all money's clear and the trade in is in fact legit/legal etc etc. (they left a message here a day or so later saying they will not be back by) The next day as my Licencing gal started on this deal & we realized their was no vin# plate (HUGE RED FLAG) so we started calling the [redacted]'s and leaving message after message. (Now clear why they did not want to come back and would not return a call) They did not call myself or [redacted] the Finance Gal back but left a message for the Salesmen stating got your messages and you must have noticed no vin plate on the trade and we "[redacted]" have it with us and assume you will need it or maybe for us to pay the $1488 you gave us on trade..?"we also saved & have this recorded message of admittance of not disclosing this very important fact" #1 it's illegal to ever take any vin plate off any unit and see NO reason to ever do so & #2 this should have been mentioned at time of sale, and this makes this Trailer unable to be licensed and useless/no value to us/SHRV. Mr [redacted]'s 2nd or 3rd excuses was "out of site and out of mind" ( I also have every e-mail admitting/saying this as well) They also mentioned what a wonderful cross country two week trip they had and now they are done and after misleading us to get what they wanted at the time of sale now want their money back. I feel they knew this Trailer was not legit nor could it pass inspection and is why this most important information was withheld. I have tried a number of times to explain this and help them but they have refused and feel I should pay for their admitted mistake. I also told them as nice as I am I will not be bullied or intimidated and only ask them to do what is obviously the right thing and pay what was given for this trade I was 100% mislead on & That I am now unable to resale because of the vin being taken off by these customers and not being able to pass inspection because of this. As soon as they pay what is owed ($1,488) I will release the Tittle/MSO for the new Trailer and we can all go our separate ways.

Consumer's Final Response /* (4200, 23, 2013/08/22) */

(The consumer indicated he/she DID NOT accept the response from the business.)

This business does not accept responsibility for it's own mistakes but made their mistake my problem. Of course we remitting the trade in value not because we accept blame but rather the cost was mounting daily and we had no choice. I would like to add that I am not angry but rather feel it my duty to warn future customers that this company does not act in good faith. The recording that Mr. [redacted] refers to is one of a desparate woman at the US border not able to take property that she purchase at $10,000 not home with her. I would like Mr. [redacted] to maybe sympathize just a little with my situation and not attact my character for which if I was what he claims would just be done with this but sorrily he is mistaken once again.

Business' Final Response /* (4000, 21, 2013/08/21) */

We have wasted enough time and have proven the fact these customers tried to pull one over on us. (it is on a recorded message) I called them out and they were forced to do the right thing. Why the Revdex.com is letting them continue this is beyond me as we have done nothing wrong except call their bluff and this is the way [redacted] is going to hurt SHRV after I jumped thru hoops to get her family Camping the same day and overnighted the title as I said I would after they fixed their admitted mistake. She is angry she was not able to rip us off and this is how she feels she can hurt us? This is frivolous and with NO merit what so ever. I will state it again we follow the law to a tee and will do about anything for our customers and sorry this Canadian customer mistook my kindness for weakness. I still wish them many years of Happy Camping even though they are doing everything she can to hurt my good name with nothing to back it except spite..