SST Auto/RV

We are disputing SST's response and are requesting a refund in full for work [redacted] had to do in order to repair the damages SST left on our 5th wheel. We have attached the photos that Sales Manager [redacted] and Service Manager [redacted] from SST requested we send them along with a copy of the bill. These photos and bill were sent to [redacted] at [redacted]@sstautorv.com on August 13th, 2015 at 7:58 am.I contacted the warranty department of [redacted] Manufacturing (maker of the Arctic Fox) and spoke with their warranty representative [redacted] and he told me that the modification that SST did to our 5th wheel was NEVER covered under any warranty and could in fact void our warranty if we ever have any issues in that area!!! That fact that SST would dispute receiving photos of the work that was done by [redacted] is very disappointing because that was the agreement between [redacted] (Sales Manager of SST) and [redacted] (Service Manager of [redacted]) and we do have the email documentation of the date and time that these photos and bill were sent! In lieu of our agreement with SST we ask that they refund us the $1659.00 we paid [redacted] to have this work done. Again, both [redacted] and [redacted] told us to have the repairs made, send before and after photos along with the bill and they would take care of it. Why would we accept a couch that had a wall torn out and ruining the insulation qualitiy of the unit?? As we did the final inspection, it was dark in the bedroom, none of us had a flashlight and could not see behind the dryer so we took [redacted]'s word that the work was done per our agreement which was the wall to be framed back in and insulated per [redacted] specs.Kind Regards,Marjorie [redacted] and [redacted]

Again, This work was done prior to our authorization and the customer did sign off on the walk through checklist.  They were happy at time of delivery and accepted the coach.   We have attached the email proof from our service manager that informs [redacted] from [redacted] that we did not give authorization for them to perform the work on the coach.The [redacted]s took this upon themselves to authorize.

Review: We purchased a brand new Arctic Fox 35-5Z 5th wheel in June 2015 - it came with a single washer/dryer combo, we were looking for a 5th wheel that had a stack-able washer/dryer, the owner/sales manager [redacted] told us he could have that area modified to accommodate the stack-able unit. In order to do this modification the back wall had to be cut out and rebuilt to allow room for the washer and dryer. The agreement with [redacted] (sales manager/owner) was that the wall would be completely framed back in and insulated. This was a big deal, the Arctic Fox is a 4 seasons RV and is very well built and insulated, so my husband [redacted] asked [redacted] on at least 4 different occasions if the wall would be completely framed in and insulated and he assured us yes it would be!! When we picked up the unit we did a walk through with [redacted] the service manager. he told us that the wall was framed in and insulated as agreed. With the washer and dryer in place it was hard to see behind them so we took [redacted]'s word that the work had been done as promised, so we hooked up and drove off heading to Idaho, that night we stopped in Flagstaff AZ for the night, for whatever reason [redacted] got a flashlight and looked along side the washer/dryer and could see a big gaping hole in the back wall!!! They did not frame it in & insulate it, you could see the front cap of the 5th wheel!!! We were livid, [redacted] had told us if we had any issues with the RV that we were not to call [redacted] but him, [redacted] handled sales, he handled service so that morning I called [redacted] told him he had lied to us that the wall was not framed in and insulated, he said he'd check into it and call me back. When he called back he apologized, said he did not intentionally lie, that he was told the work was done per agreement and he took his workers word instead of checking himself. He then told us once we got to Idaho Falls to find a reputable [redacted] dealership, have the work done right then send them the bill. So we took it to [redacted] told them the story they said they could fix it, so we left the RV for 2 1/2 weeks while we were out of town, when we returned they had not fixed it, they said that [redacted] had gotten a hold of them and refused to pay for it, he left several rude, mean, vulgar messages on [redacted]'s phone saying we were going behind his back trying to be sneaky having work done that he had not authorized. I called him and explained that [redacted] had told us if there were any issues we were to contact him not [redacted] and that's what we did. We were at [redacted] with there service manager [redacted] and another employee who was going to do the work, I called [redacted] and he said that he was a man of his word, he had told us the wall would be framed in and insulated to go ahead and have the work done but he wanted before and after photos, ([redacted], [redacted], the other worker and myself all heard him say this) So the work got done, they did an amazing job, sent the photos and bill to [redacted] and now he is refusing to pay for it and is saying he never authorized the work to be done!!!!!Desired Settlement: For [redacted] and SST Auto RV to refund us the $1659.00 we had to pay for the work to be done and to get the lean taken off our unit.

Business

Response:

We dispute this claim as follows: Each and every coach we sell requires a detailed PDI of walk through with the customer at time of delivery. This walk through is a lengthy process as the tech will go over the unit from end to end. He will show the customer each and every part of the coach and its functionality in every aspect. Once the tech has done this, the customer will sign off on the "Delivery Checkout" document, of which I have attached the signed [redacted] document for your records. As you will find, the customer signed off the checklist and took acceptance of the coach. Our GM will again ask the customer, if they are happy and if there is any other issues they may have prior to the customer leaving our facility. The [redacted]s agreed to complete satisfaction on all occasions. When the [redacted]s called with the stated issue, our Service Manager and General Manager requested pictures of the area that was a concern. Pictures are a requirement of our manufacturers to assure warranty is received. The [redacted]s DID NOT forward any pictures ever. They then took it upon themselves to take the coach to another dealer to repair whatever concern they had and then forwarded us the bill. As previously stated, we MUST receive proper documentation and follow strict procedure to assure the customer receives warranty, none of which the [redacted]s followed. For this reason, our General Manager does not feel that it is our responsibility to pay for something that we NEVER authorized, especially as warranty procedure was NOT followed.

Consumer

Response:

We are disputing SST's response and are requesting a refund in full for work [redacted] had to do in order to repair the damages SST left on our 5th wheel. We have attached the photos that Sales Manager [redacted] and Service Manager [redacted] from SST requested we send them along with a copy of the bill. These photos and bill were sent to [redacted] at [redacted]@sstautorv.com on August 13th, 2015 at 7:58 am.I contacted the warranty department of [redacted] Manufacturing (maker of the Arctic Fox) and spoke with their warranty representative [redacted] and he told me that the modification that SST did to our 5th wheel was NEVER covered under any warranty and could in fact void our warranty if we ever have any issues in that area!!! That fact that SST would dispute receiving photos of the work that was done by [redacted] is very disappointing because that was the agreement between [redacted] (Sales Manager of SST) and [redacted] (Service Manager of [redacted]) and we do have the email documentation of the date and time that these photos and bill were sent! In lieu of our agreement with SST we ask that they refund us the $1659.00 we paid [redacted] to have this work done. Again, both [redacted] and [redacted] told us to have the repairs made, send before and after photos along with the bill and they would take care of it. Why would we accept a couch that had a wall torn out and ruining the insulation qualitiy of the unit?? As we did the final inspection, it was dark in the bedroom, none of us had a flashlight and could not see behind the dryer so we took [redacted]'s word that the work was done per our agreement which was the wall to be framed back in and insulated per [redacted] specs.Kind Regards,Marjorie [redacted] and [redacted]

Business

Response:

Again, This work was done prior to our authorization and the customer did sign off on the walk through checklist. They were happy at time of delivery and accepted the coach. We have attached the email proof from our service manager that informs [redacted] from [redacted] that we did not give authorization for them to perform the work on the coach.The [redacted]s took this upon themselves to authorize.

Review: My husband and I purchased a brand new $57,000 RV from this company on 6/29/14 and had issues with delivery but finally got it delivered and found problems with wiring , defective water filters , doors not closing and other minor problems. The first day the refrigerator wouldn't work with out the light above the sofa on. it took a few days and they finally rewired it so the refrigerator will work but not the rest of lighting in stove area still requires the other lights on .After they initally fixed the wiring to refrigerator they said they would be back the next week to repair other issues.My husband didn't hear from them all week and finally went to the office on that Friday only to be rudely told he wasn't even scheduled, They would put him on the schedule for 7/23/14. On 7/23/14 they again don't show up and leave another message they will be up next week, no specific day or time. My husband is living in this coach and is concerned about fire danger with incorrectly wiring. He also had issues with the water filters popping off and leaving him without water for 2 days. When I spoke with the manager about that his reply was "I was without water for a week" There doesn't seem to be any concern or desire to facilatate getting the coach in the working condition a brand new coach should be . It apprears that as long as they got there money we are the least of there concernsDesired Settlement: We just want the coach working the way it's supposed to be. It has been almost a month and we are still waiting .

Business

Response:

The customer did have a wiring issue to the refrigerator which was indeed fixed. Regarding the water issue, we identified that the customer had tried to over tighten the filter and therefore adjusted the filter which resolved the problem. The additional wiring complaint is on the schedule to be fixed. We did notify the customer that they are on our schedule the week of 7-28 due to the fact that the tech scheduled was called out to [redacted]. For warranty service we require the customer to bring the unit to our facility for repair which has not been done by the customer. We have accommodated them and have gone to their residence to fix the items they had issues with as they arose. If the customer could bring the coach to our facility the coach would have been completed long ago.

We live near Show Low, AZ. I purchased a new Cruise Viewfinder travel trailer from SST RV in E. Mesa, AZ. SST RV has a summer dealer in Show Low, and told me several times that warranty work could be done thru the Show Low dealer. NOT.....!Repeated calls to the Mesa dealership, and visits to the Show Low dealer could NOT result in any satisfaction. There is a Safety Recall from the factory, and the rude service mgr would not even respond to repeated phone calls for that. Be smart...don't purchase from this sm.