Susquehanna Valley RV Sales & Service, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
I am willing to have an independent third party look at our RV only if the following stipulations are met:
- We want ***'s RV in ***, PA to attempt to reproduce leak and also assess for any possible water damage/mold
- We want Susquehanna/*** RV to guarantee that ***'s will be compensated for all costs associated with leak testing/repairs due to water damage/mold
- If ***'s finds any water or mold damage to immediate structure (walls, floor), we want *** RV to replace entire slide
- We want a year extended warranty on RVRegards,*** ***

Bought a camper at the end of the season last year and was told if we have any issues let them know and they will take care of it as we could only use it for one weekend, by our Salesman Steve from Bloomsburg storeThey were really nice and even gave my wife some Birthday presents when we picked it upWe were told that everything was gone over, tanks were filled and a new battery was installed that Friday that we picked it upWe took it camping that same day, to Pine Cradle Lake (Fabulous Place BTW)First off the Passenger Side turn signal never worked, nor did the brake lights, ( Mind you this was inspected by them)The jack lift light did not work( Again completely gone over)I tried to fix it at the campsite but did not have the right tools with, but I did however see that a new Battery was not installed as we were told at that timeThe following week we took the camper back to be fixedWe shopped in the store while it was being fixed, and bought accessories, items to winterize it and some other things we liked and wanted (We did receive a discount on the items we bought)We were told all is good and everything was fixedWe left and after about min of driving and making a turn we were beeped at and finger given to find out turn signals still not workingI said to my wife about checking them after we were beeped at , as I wondered how they were ever checked since my truck was locked, and I had the keys with me the whole timeYes they make test kits etcBut it should have been tested with vehicle to make sure all was workingMy tow vehicle was a Fnothing at all was wrong with my truck as I pull trailers all the time with no light issuesAfter another phone call as they were ready to close, I was livid and told them I am coming back that they better stay openAfter about another half hr or so, it was found that the wiring was wrong in the camper from the factorySo here this camper went through PA State inspections without really being checkedOK so that was our first week of owning this camperNow Mr Winter is arriving and time to winterize, Yes only one weekend of use as we bought it in OctWe winterized the camper, dryer sheets every where, maybe a little extreme (boxes worth) and bought a really good cover for it as wellI forgot to say we were also told at the time of pick up that the roof was conditioned, and cleaned as wellI disagree totallyWhen we went to put the cover on we noticed the roof was not cleaned, or sealed how many strikes are we on now???
Well I cleaned it, sealed it, let it dry a few daysNow after a few days finally we can put the new cover on it and put it away for the winterAfter winter and finally some recent nice weather, we decided to take the cover off and get it ready to go camping, As I was on the roof taking off the cover I noticed a soft spot on the roof that really concerned meWe called immediately to our salesman Steve from Bloomsburg at what we found, We fealt like he was trying to put the blame on us for covering itMy wife told him what type of cover we purchased ( Adco extreme Breathable Rv Cover)He then informed her we will have to go through our insurance, Again we used this one weekend and then it was parkedWell Im mad at this point and Salesman Steve told us that their Service Department will contact us to check it out Well at this time of this review that was two weeks ago and still no phone callI would not recommend this place to buy a camper unless you go somewhere else to have it serviced or repaired,,,,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: First, the business has not offered any resolution to this issue. Second, the business did not address the fact that I had to wait the entire summer to even get an appointment in the first place. The reason given to me was that customers who bought their campers from the business came first. Third The business neglected to admit that they scheduled the repair three times, the initial commitment was 2 weeks. When I called about it after 2 weeks,they told me that the camper was just being brought into the shop and rescheduled the repair to be completed the following week. When I called after a week, they told me that they were running behind and they would not give me a date when it would be ready. How could this happen if the camper was taken into the shop the week before? The business was not being honest, did not respond to me (neither the service manager nor the GM who sent the response, and clearly had no intention of repairing my camper. I had to travel 120 miles round trip to take it there and bring it home after the business. I had to wait 5 months and the repairs were still not made. Also, as I mentioned in my complaint, the seal on the slide came off prompting my call in June. I had to pay to have it repaired since the business wouldn't repair it until after the summer was over.
The business didn't respond to me. It took a complaint from the Revdex.com to get a reply which did not address the entire series of events. The business states on their web site that they have outstanding customer service. They leave their warranty customers out standing waiting for repairs that won't happen. I have contacted the manufacturer (Cruiser RV) and told them how their authorized warranty repair center treated me. I suggested that they reconsider partnering with this business. Also, because this business behaved so badly, cruiser authorize me to use a local RV dealer to do the repair.
Regards,
[redacted]

November 6, 2015
To whom this may concern:In regards to [redacted]’s [redacted] dropped his [redacted] off on September 19th 2015 to have some warranty concerns taken care of. We had it scheduled to come into the shop on October 2nd. The customers concerns that...

were scheduled ahead of theirs took longer in the shop than first anticipated which in turn pushed the work out on the [redacted]’s [redacted].Wayne B

I spoke to [redacted] at [redacted]'s RV  to see if they would honor [redacted]'s warranty.  [redacted]'s will honor [redacted]'s warranty but the soonest [redacted]'s could do any service work is Mid September.  [redacted] said that they will just need an estimate for leak test and then if repairs need to be done an estimate for the repairs as well.  My suggestion is for the [redacted]'s is to contact [redacted]'s to set up an appointment that works with their schedule. If you need to contact [redacted] for the Warranty or if [redacted]'s needs it for the estimate [redacted]'s number is ###-###-####.Thanks!

July 19, 2014
Dear [redacted],We appreciate the opportunity to respond to [redacted]. [redacted]'s complaint dated on 7/7/14. When the [redacted]'s called stating that the slide out was leaking right after purchasing this unit on 8/3/13 the unit was brought to the [redacted]...

location and our service technician completed a water test on the unit to include heavy water to the area in which the [redacted]s state the leak is coming from and we could not duplicate the problem. Our technician also resealed the area in which the [redacted]s said was leaking for customer peace of mind.The [redacted]s then brought the unit to us in November: 2013 with the understanding that the service technicians would not be able to look at the unit until the weather is warmer. The [redacted]s understood that with the cold weather this would be done in the Spring of 2014. We stored their unit at our [redacted] location for their convenience.In May 2014 after receiving a call from **. [redacted] statlrg the camper was leaking, I contacted [redacted] RVs warranty person, [redacted] for assistance. We have completed all the water tests with no leak reproduction. [redacted] at [redacted] sent an email showing us what to look for after I explained what the [redacted]s were stating was happening. At that time my service technician went to the campground approximately 90-120 minutes away from [redacted] to as what the [redacted]s are saying is happening. Since we were unable to find the leak In the past we wanted second opinion so we picked up their camper and delivered it to our [redacted] location approximately 45 minutes from [redacted] In the opposite direction from the [redacted]s location.The service technician in [redacted] did a complete water test for over 3 hours and then their camper was at the [redacted] location through 3 rain storms in which the service technician was not able to find any water or a leak. After a total of over 6 hours the technician in [redacted] was unsuccessful of finding any water leaking inside the camper. At that point, my service technician from [redacted] drove to [redacted] to pick up the camper and then drove it back to the [redacted]s home. When the [redacted]s called the [redacted] location on 7/7/14 and spoke to Marnie, the Service/Warranty customer service representative, Marnie called to the [redacted] location to see if she could help them but with it being worked on last in[redacted] felt it was better for the [redacted]s to call the [redacted] location and discuss what was done with their Service/Warranty customer service representative, Anytime the [redacted]s called the [redacted] location during business hours, they spoke to myself or Mamie if I was not available. Marnie was hired as we at Susquehanna RV are aware that there was a strong need for another person to complete the role of Service/Warranty customer service representative. The [redacted]s have stated that their one year manufactures warranty is about to end. Both Marnie and myself explained that we have done anything we could to help them thus far and would continue to do so under the guidelines of their manufactures warranty. I would like to offer to have a non bias third party service facility take a look at their camper since both of our locations were unable to reproduce a leak. [redacted] RV is also aware of their situation and are willing to repair the problem if a leak can be found, we are more than willing to help them I think that It Is best if we have another set of eyes take a look at the camper and the labor involved will be covered under the manufactures warranty as is part of their purchase.Thank you for your attention to this matter, We appreciate the opportunity to service our customers with complete satisfaction under the guidelines set forth as part of their purchase.SincerelyTim S
General Manager

April 23, 2014
Dear **. [redacted]:We appreciate the opportunity to respond to [redacted]. [redacted]'s complaint letter dated April 15, 2014. While we strive for 100% customer satisfaction, we realize that this goal is sometimes not met. When the customer experiences incidental...

malfunctions, It Is our opportunity to show them we care about service after the sale. We also understand this is what builds a reputation and creates longevity.Unfortunately, in the RV Industry, delays become the norm as we are vulnerable to our manufacturer for timely warranty approvals and parts shipments. As [redacted]. [redacted] explained, they brought their camper to us in October after using it for the summer; overlooking the imperfections and enjoying the experience of their first RV. At that time, **. [redacted] explained that they had no plans to use it until the following spring (2014). He also stated that they would prefer to sell It or allow us to buy it back from them as they were experiencing non-related difficulties and were not confident about opportunities for camping In the future. This statement, more often than not, tends to result in claims of dissatisfaction assuming the customer still possesses what could then be considered an "unnecessary item" for them.Due to these statements, [redacted]. [redacted]'s claims of the non-repair and delay were taken as a no-rush situation with a Spring 2014 target of completion. Unfortunately, **. [redacted] was told the work was complete and when he came to Inspect, It was not finished. At that time, he was assured with apologies and most respect that all items would be resolved under the warranty guidelines.
We have every intention to honor our obligation to the [redacted]s and make all necessary warrantable repairs. As of today, the manufacturer has shipped most of the required parts. Unfortunately, some arrived Incorrectly and we are awaiting arrival of the correct shipment. When all correct parts are In our possession, we can promise a 2-week completion date.Once again, thank you for your attention to this matter. We appreciate the opportunity to serve our customer with complete satisfaction under the guidelines set forth as part of their purchase and to restore the confidence and trust they placed in us.
Sincerely