Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that the facts in this resolution have been twisted by MrA*** to make it appear that his company is not at faultNot only is he towing the company line to cover up the failures of MrV***, but I feel he is possibly doing as any good company YES MAN would do and making sure his boss MrMcGeorge appears to have provided the best customer service there is possibleI do appreciate that MrA*** provided documentation, but his misleading comes in having the date 04/02/circled on the form he providedIf we bring our attention to the SAFE-GUARD Cancelation Form and the line that shows the dealer signature and date, you will see that it clearly reflects a much later date of 05/02/(one month in fact)Now if we all scroll down to the bottom of this PDF document to the copy of the EASYCARE Credit Voucher made Pay to the order of McGeorge's Rolling Hills RV #Rin the amount of, I believe $(blacked out - probably because they charged me $1,654.00), you will see the date of the credit as 05/04/In my numerous calls to EasyCare since April 11th until May 11th, I have been informed multiple times that the service contract was still active and that NO ONE has called in or attempted to cancel this agreement on my behalfIt was not until May 11th that I got official confirmation that McGeorge's Rolling Hills RV had finally canceled my service contractWhen I inquired as to the date of that cancellation, I was informed that it took place on 05/04/2016, but that it was requested that the refund be credited back to 04/02/so that the customer (that being me) could get I full refundFurthermore, I asked when EasyCare would process the refund to McGeorge'sThey informed me that it took place on the same day that the request for cancellation was made - 05/04/2016. So although MrA***, or anyone for that matter may CLAIM that they took care of this matter in a timely matter, that is in fact not the caseMcGeorge's RV only made the request to cancel my service contract after I made numerous visits to their store, and numerous requests to have my contract canceledRegretfully, each trip there is miles round tripWhich is about two hours of driving time and a waste of fuel only to be told "THE CHECK IS IN THE MAIL"I will say one thing about this whole matter, in my year government career, I have never seen or had customer service like this in all my years during my Military Career, nor any time during my current Law Enforcement CareerAdditionally, I know another thing for sure, I will look out for my brothers in arms and be sure to pass the word about McGeorge's to those serving on Quantico and those putting their life on the front line every dayThe good thing about the Internet is that with Social Media, ones mans voice reaches around the worldWell, I guess this matter is doneAs the Revdex.com, it is up to you to decide if you feel the company in question is truthful or simply covering their basesEither way, I have spent way to much time waiting for a refund back to Bank of America, and have wasted to much money on road trips trying to be cordial with face-to-face meetings with both MrV*** and MrMcGeorge, only to hear promisesI will give them credit for both being quite polite
So, I will wait for the business to perform this action as I have done for the past days now and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Everything and everyone was awesome, went above and beyondOur trade in took seven weeks to get back to your lotWe were never pressured into anything, the patience shown from your company was certainly appreciated from usThank you!!
We informed the customer that the repair was done after it was QCed by our shop The issue is that the repair will not stay as it is due to a rubbing of ceiling panels that cause the edges to ripple You can see the attached photos the customer sent us So when the unit is moved
any distance the issue (crinkling of the paper just comes back After I spoke with the customer (which I did right after the meeting I was in) he informed me that this was an issue that was present when he bought it This issue can not be repaired as the ceiling tiles need to be replaced and should never have left the selling dealership this way There is nothing more we can do for this issue As for the silicone I told the customer have someone near him clean it up and I will pay to have it taken care of so he does not have to drive hours each way back here And that offer still stands
And I have spoken with my staff to make sure they understand we need to treat all people regardless of were they bought with respect and empathy
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I understand their position about what they today but the day of the transaction they never said a word about my credit and the daysI had until end of the month to close the deal but they told to fill the documents to accelerate the process for the trade dayBut they processed my loan that day, not the day of the trade inThat is why I paid double insuranceNobody process a loan when the agreement for trade is done, the loans was supposed to start the day of the trade in and no double loan and double insuranceProbably the proper communications works on my concernbut now that I see they are saying things are I will not accept their excuses, nor their message sent to youThey will not reimburse, I will not die for $100+, but also will not accept the way this was done for the record purposes as formal complainNever expected they wrote details about the transactionYou can close the case but this is my formal response.
False.
Regards,
*** ***
I am compelled to write this because of the way I am being treated by the the Service Department for McGeorge's Rolling Hills RVThey have had my motor home for a week now and still I have no answer as to when it will be fixedThe Refrigerator went out while I was on vacation and I am being told they need a partI sent an email to the service manager and his response was lip service, he has had a lot of employees out for medical or other reasons, they have been real busy, etc, after that still no committment on his part to get me an answer only that when he finds out someone will tell meSomeone told meShe related that they need a part and when she gets an answer as to when the part would be ordered and the delivery date she would call and let me knowStill no call as of this writingHer last phone call was yesterday at 2:57pmSo looks like another week of waiting! My advise to anyone that wants to purchase from this place is check out the service department firstOnce you buy, your stuck with getting warrenty work done here, good luck! Their sence of urgency to get you back on the road is not their priorityMaybe because its warrenty work? don't knowI am just throughly disgusted right now and hope that nothing else goes wrong with my RV once I get it backThey lack one customer service requirement that packs alot of weight and should be customers first requirement and that is "Keep the customer informed" !! which they have not
When it comes to their service department-RUN!!! Continue reading if interested We have had our RV serviced there three times, and it is very apparent that they do not like to do *** *** warranty work I scheduled an appointment for a state inspection on January 31, The appointment was set up for February 4, At the time I was setting up my appointment, I was told that they were no longer servicing units that they did not sell Since I had worked done there previously and I was having problems with the work that they had performed previously, they would make an exception I dropped off my unit on February 4th and I am told it will be about a week before they can get to it OK, was not told that when I set up an appointment The other issues I was having was my jack alarm would stay on after the emergency brake was released, my gas spring on my rear compartment door would not support the door (spring replaced on last visit), satellite radio would display error message (antenna disconnected-check connection): antenna was re-located on the first visit while installing new satellite system, and rear satellite receiver would only get Channel *** We purchased a new satellite system on the first visit that was supposed to be able to run two receivers at the same timeSatellite system hasn’t been able to run two receivers at the same time but a handful of times since we had it installed (they will blame *** but they recommended them)
It was determined that the emergency brake would not pass inspection due to debris in the mechanism and keeping it from engagingRepair: clean mechanism and lube Jack alarm caused by leaking hydraulic line on one of the front jacks Repair: clean and service all jacks, repair leaking line and fill hydraulic reservoir, and greased fittings on rear jacks All I can say is that I just brought this unit back from being in Georgia the last three months, my leveling devices on my unit never changed from level I am no mechanic so maybe they can stay up once set, I don’t know Rear receiver was determined to be faulty, and I would need to buy a new receiver The service advisor calls late on Wednesday, February (weeks later now) to discuss repairs, and get repairs authorized I realized the following day that there was no discussion on what was covered under warranty I call the service department first thing the following morning, and the service advisor handling my repair order was out due to a snow storm I ask the service advisor I am speaking to if he can follwith the service department to see if repairs have been started and if so, was *** *** contacted for an authorization number He could not do that since my repair order was being handled by another service advisor Really? Everything is on a computer I receive phone call on Friday from the service advisor handling my repair order that *** *** was called but since the repairs were completed, I would have to send them the repair bill for review Unit is now ready for pion February
We pick the unit up on March 2nd I had contacted the service adviser handling my repair order earlier that morning about me contacting *** on the receiver since I have always had issues with one or the other receiver, and they wanted to run some diagnostics of their own prior to replacing the receiver I was told by the service advisor that the receiver up front was relocated to the back and was working fine The odd thing was that the rear receiver will not function unless the front receiver is activated (being told by technician that it acts as a slave to the front unit) I question them on how they could test the rear receiver when the front receiver was not activated Response: It was working while hooked up to the TV up front so it was assumed it would be fine in the back No need to try hooking up the old receiver Accused of re-doing what they have done by a service representative Unhooking and re-hooking up a receiver? Really? We (my wife and me) spent two hours on the phone with *** to get the receiver activated I check the rear compartment door and the gas spring still will not support the door We opened the door beside this door and determined they had installed the wrong gas spring on this visit as well as the visit before Installed a lb in lieu of a lb gas spring We come to find out that they don’t make the lb anymore and replaced it with a lb Amazing, the door stays up According to them, the problem with the satellite radio was the radio itself and not the antenna I will explore this myself Go to *** and find out the issues with *** plug and play radios
Finally time to pay the bill-$I was being charged hrs to diagnose and an additional hrs to replace and set up satellite receiver Really? Unplug a power cord, unplug a usb cable, and unscrew the satellite cable connection; and then plug in power cord, plug in usb cable, and screw in the satellite cable connection Needless to say after some arguing about the bill, we paid $for our state inspection and other items discussed above that they had re-looked at and installed on prior visits, and got out the door Get the unit home and notice the inspection sticker says January of Get it inspected in February, and get a January inspection sticker
As indicated in another review, three strikes and we are through It may have been the case anyway since they are no longer servicing units they don’t sell, and will not want us back after the ***l I raised about the bill Good luck folks if you break down on I-and need service near Richmond! Better hope you bought it from them or you will be stranded
I left a message for the Service Manager to call me six weeks ago and haven’t heard from him
Revdex.com Case #***
*** *** ***,
After reading *** * *** *** concerns with our customer
service and how we
conduct business here at McGeorge’s Rolling Hills RV, we find all of these
stated complaints and circumstances to be over stated and exaggeratedHowever customer satisfaction is extremely
important to us here *** Mfghas
been in contact with the Oversreets and is working for a quick resolution to
help get their motorhome back into service as quickly as possibleAs for the
out of pocket expense they are requesting the Over streets did not follow proper
procedures to meet warranty guidelines as outlined in the owner’s manual supplied
by *** RV .The *** contracted American Truck & Repair Service
on their own without any recommendation from Easy Care, *** or McGeorge’s
Rolling Hills RVWe have recorded transcripts of their call that may be
supplied in the future if requestedEasy Care has paid the original claim of
$submitted by the *** less the deductible$that applies to
their policy and that check has been cashed by themThis was a good will
gesture on Easy Care’s part due to the fact the *** motorhome was still
covered under the original *** RV warranty as outlined in the Easy Care
contract purchased at time of delivery
We respectfully
decline to reimburse any or all expenses they are requesting*** * *** *** have the right to cancel the Easy Care contract and we will assist
them if they so chooseIt is my understanding the motorhome is going back to
the factory for several concerns which *** has recognized and are willing
to repair .We as Virginia’s largest RV Dealer try to meet and exceed all of our
customers’ expectations and apologize that we have been unable to do so with
the ***
Respectfully,
*** * ***
*** ** ***
***
*** *** *** **
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below, also addressing McGeorge's Rolling Hills RV
1. Support documentation is on it's way to McGeorge's and the Revdex.com along with a copy of our original complaint
2. On October 11, at 8:p.m(when McGeorge's and *** were both closed; Friday night, after hours), we placed a call to Easy Care and spoke with ***. He said he was going to try and find a repair company to come out to the apartment complex where the RV was parked (with the slide stuck out). We ran and got something to eat. *** called us back at approximately p.mand said he was sending *** *** *** *** *** out to help us. WE REQUEST THE RECORDED TRANSCRIPTS THAT WE CALLED *** *** *** *** DIRECTLY
3. We cashed the $check because we were told by Easy Care that it was now being turned over to Roadside Assistance and they would handle the rest. Again, *** ***, your *** ***, said we should have only paid $deductible and that was it. The rest should have been paid by Easy Care - he said he understood that *** and McGeorge's were closed and this was our only option at this time of the night
4. *** *** was not in the *** ***'s office when we spoke with him about Easy Care during our last trip to McGeorge's. *** *** was leaning up against the wall and worried about his white board while we were struggling with *** *** at the Service Desk during our last visit when they didn't have our appointment in their system. *** *** was standing about feet away and did nothing. It's ironic how McGeorge's has him write the response to the Revdex.com
5. We feel that *** has taken over the repairs to our motorhome in part because McGeorge's sub-par service, which has been an embarrassment. McGeorge's should be embarrassed. After reading other negative "warranty" and "service" reviews about McGeorge's on the internet, we a convinced that they talk a good game, but take poor or no action to care for their customers. We have been in the waiting area when other dissatisfied customers have been yelling or speaking loudly, complaining about the service. When we sat there for a full day waiting for our RV during one of our many visits, we got a sick feeling about McGeorge's operation and how they handle business
6. We want complete reimbursement of the Easy Care coverage that we bought - $
7. We request reimbursement for the rest of the expenses mentioned in our original complaint. If you were any type of staoperation, you would do the right thing for a customer who has been jerked around by your unprofessional organization so much.
8. Our paperwork should arrive at both McGeorge's and the Revdex.com via Certified Mail through the U.SPost Office
Regards,
*** * *** ***
We responded to the customer on this last year when he went to the credit card company and tried to cancel his deposit. Here is our response to that and our postion has not changed
0n 2/9/** *** *** *** signed an agreement to order a *** *** ***
toy hauler from McGeorge RV. The contract was signed and dated on the 9th of February and along with it was signed a plain english form stating that this sale is final
** *** then sated he wanted to renegotiate the deal a few days later and when we where unwilling to do so he stated he had already canceled his deposit with the credit card company and he felt the deal was finished. As we pointed out at that time that we had a signed contract with no stipulations that both partys agreed to and while we would not enforce the purchase we where as stated clearly in the contract keeping the down payment made
I have *** the docs we sent to the credit card company when the original compalint was filed as well. It contains the docs that the cust says show a day right to cancel and as you can see this is not tru
If any other docs are needed or further questions please let me know
Thank you,
*** *** *** *** **
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
March 26, *** *** *** ** ***
Account number ending In *** Case number***
We talked to *** ***, a salesperson, with McGregor's Rolling Hills on February 9, at a camping show In *** **In talking he initially wanted a $down payment which we refusedWe had been in discussions for quite a while up to this pointWe had told him the figures that they came up with we couldn't afford to pay that much of a monthly payment along with the rest of the down payment that they wanted to make this deal workWhen we refused, he told us that we would have to give them something to be able to go forward with the processWe were walking out at this time, when he talked us into giving them the $down payment, he was going to try to get us more for our trade and get our payments downHe then came back from talking with his manager, gave us the figures and we again told him that this was not something that we could afford to make the payments onHe told us he would try to work out a deal on Monday when he got back to the dealership, to get us more money for our tradeWhile at the show on Saturday, *** *** continued multiple times to state that they were not in the business of keeping people's moneyHe would give us the down payment back if the deal didn't go thruThis was another one of the reasons that we went ahead with the down paymentWe had told him we didn't have this kind of money just to give away if we couldn't work out the deal and he again stated that they would not keep the down payment If we could not work out the dealWhen we finally did sign the contract, there was nothing on the front that stated that the down payment would not be returnedHe told us the only way to proceed with this to see if he could get us more money for our trade, we would have to sign the contract to show his dealership that we were interestedHe never told us there was a back side to the contractWe noticed the back side of the contract when we got homeWe were also never given a copy of the "Notice"Again we were told not to worry about signing this as they did not keep your down paymentThe representative for ***, the maker of the camper, "***" was there with us during this conversationHe told us the camper weighed Ibs less than the camper we have nowWhen we got home and researched this, it was only Ibs lessWe never spoke to any other representative from McGregor's other than *** *** who is a salespersonHe would continue to leave and then come back, as we were having this discussion in a camping trailerWe had gone off his word as he was the only person we ever talked toIf McGregor's doesn't want the salesperson making these kinds of statements, then the customer should be able to speak with someone from the management team that can tell them the truthI believe we were misledOnce getting home and checking the dealership on the internet, they have done this same kind of thing to numerous other peopleWhen he called my husband on Monday, he gave us the same figures and said that they couldn't get us any more money for our tradeMy husband again told him this was something that we could not afford (monthly payments)As we located on the contract, the seller or purchaser may void this contract within calendar days after noticeWe did tell him we were contacting the credit card company to dispute the charge*** *** then stated, "You won't get your down payment back" and hung up on my husbandI would appreciate you considering this information that I have provided to youIf you need anything further, please do not hesitate to contact meThanks in advance,
*** ***
In May of we purchased a RV from McGeorge'sThe RV's come with a day warrantyAfter picking up our RV (which they do an inspection and make sure everything work's), our first trip was less than a week laterOur AC wasn't working properlyIt was Memorial Day weekend, so we waited until that Tuesday before callingWe immediately brought the RV back to the service departmentAfter almost a week and a phone call to the department and placing a claim that the company would pay the deductible since it was still under the day warrantyWe found the unit was installed, but because the RV is a 2006, it needs a converter piece for the AC to blow through the ventsWe were assured the part had been ordered, but for weeks heard nothingAfter multiple phone calls to the department, we would get the same response to the story"The part has been ordered, it just hasn't arrived yet." No one seemed to know when this part would arrive and originally it was the end of JuneAt the end of July after no answers and still an unresolved issue, I contacted Greg McGeorgeHe within a week was able to get me a tracking number to the part and confirmation the part had indeed been orderedThe day the part was scheduled to be delivered to McGeorge's servicing department, we had our RV thereThe department told my husband it would only take a few hours to install, but we still allowed them an extra day just in caseThe evening we dropped it off after I was positive the part was there, we received a call stating that we would actually need another part in addition to the converter, before the issue could be fixedIt has been weeks since we have heard from anyone at McGeorge'sI have contacted Greg McGeorge againThis business is quick to take your money, but have no desire to fix issues with their products that they have sold you
Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Stop, think, and Listen! We would not purchase again or we do not recommend to anyone to purchase an RV from McGeorge RV due to poor service and lack of communication by the staff. The sales experience was satisfactory, however due to the poor quality and craftsmanship of [redacted] our unit spent much time at McGeorge's having warranty work performed. My wife and I purchased our unit May 2015 and returned it to McGeorge RV for the first round of work in August for a two week period. During the two weeks, we were not informed of any progress and had to constantly send emails with no reply or update to any progress. The service adviser Jessie was not friendly, was rude, and certainly not customer service oriented. Most of the work performed during the first visit was satisfactory, except while performing work on the microwave, McGeorge RV damaged the interior of the cabinet to get to the microwave bolts as well as split one of the cabinet side rails. This is not acceptable by people who are supposed to be professionals in the RV business. The unit was returned again beginning of November 2015 and we picked it up the weekend before Christmas 2015. During this time we had the same issues with the service department. We were never kept informed of any status of the work performed and all but ignored until I sent a nasty email. It should not take such measures to have communication with the service department where something is being worked on. I requested to meet with Nat A[redacted] which was denied and during our visit to pick our unit up, I saw Nat and made eye contact with him, in the shop. He was meeting with an employee so I waited to speak with him while inspecting my unit for the completion of each of the warranty issues. Nat A[redacted] ignored us and fled the shop. We believe that, a person of Nat's status and title that he should have obliged us and came over to ask us how things were going and if we were happy/ satisfied with the work performed. Again, some of the work was performed satisfactorily, but I don't trust them nor would I recommend them. This is why! One of the issues that I had with the unit was; at the stop of one of the slides, a sharp corner (point) of metal protruded through the rubber membrane and was rubbing (cutting) the rubber gaskets as the slide went in and out. To help prevent the situation from worsening, I placed a piece of duct tape over the sharp point. This is how McGeorge repaired it and how I found it upon my inspection. The service tech pulled off the duct tape, then took a file and filed down the sharp point which enlarged the hole through the rubber membrane and then replaced the same piece of duct tape back over the area. This is pathetic and unacceptable! I had to request/ demand that it be fixed properly by putting the proper roof patch on it. They did it just as I asked, In WHITE. My roof is tan. Please be careful, don't fall to the big discount store for a great sale and get burned on the service like we did. We always felt that we were a nuisance and never a real customer.
I checked on this with our service dept. The roof issue is due to lack of maintenance not any manufacturing issue. When the customer was informed of this he said it was our fault for not telling him to read his owners manual. We tell all our customers during the orientation to...
read and make sure they are aware of the required maintenance schedule. His response was no one reads those. It doe not look like this coach has had any routine maintenance done to it. As for the repair on the slide the work was done in Jan/Feb of 2016. We guaranty our work for 90 days. This is being brought up 10 months later not as he said he got it and opened it and it was still torn. If this was the case he should have informed us sooner not wait almost a year.
I have attached a few pictures of his unit as it is here now. It has not been properly maintained in our estimation as you can clearly see the roof has not been resealed or the sides scrubbed (you can see the mold on the strips. We take our customers and their decision to buy from us very seriously. When we make mistakes we are quick to try and rectify the issue. I see nothing here that shows me this is our doing.
There is nothing further we can do on this matter.
I looked at the history of this RV in our service dept. The RV has not been in our shop for over a year and it has been out of factory warranty for about the same amount of time, so I can not comment on what type of wear and tear it has had during that...
time. RV's are designed to be used and scratches can happen anytime a unit is moved in and out of a wooded area and something catches a decal. We have worked with the manufacture to get all that was in our control repaired. I do not know why the slide room brackets bent after a few months as I was not present. None of the issues other than the slide tearing the floor would have stopped the RV from being used while it was awaiting parts. I would also say the manufacture realized after construction that the windows needed to be of the type with weep holes at the bottom due to a condensation build up as we could not find a leak after two times resealing the window and they replaced them. As for its current state we have no way of assessing this as the unit has not been in our service center for over a year. I do know that tires can blow out at anytime due to a multitude of conditions so mileage on them has no bearing.I would be willing to look at the slide and if it was due to a factory issue with the windows I would be more than willing to work with the customer and the manufacture to repair. I can not control the speed at which parts are shipped or available to us or any other dealer and I don't believe any dealer can as the customer has seen. We want them camping just has much as they can and while not everything will always work out the way we want we do the best we can to facilitate the customers service needs and will continue to do that for our customers as long as we can.
I can offer no other resolution at this time other to say we will work with the customer to try and solve any further issues they may have.
Melissa was my sales person and she was GREAT! This was the best buying experience I have ever had. I've bought houses, cars, trucks and motorcycles, and McGeorge's was the BEST! Great job! Keep up the GREAT work! Thanks so much!!!!
We purchased our 2015 Heartland Gateway 5th wheel from the RV show on 2/14/15. A few months ago, while camping we noticed a bubble in the fiberglass by an outside receptacle (that has never been used). The receptacle is coming loose from the side of the camper - we contacted McGeorge and Kevin McGeorge said "oh things come loose all the time while traveling and move around". This is not normal! Our warranty is out of course, since you only get a one year warranty - but we even purchased Extended Warranty - that will not cover it either. Do yourself a favor - do not buy from these people - their service department is horrible too! Once you leave their lot, they act like they don't know you - they refuse to help you! We spent a lot of our hard earned money on this camper and we can't even use it, I am afraid if it rains, there could be an electrical fire. We are not stopping here though - going to the media and my lawyer! This is a manufacturer defect and should be fixed and not on our dime.
In regards to the response I got from McGeorge. This is not a car that you use every day. When I received the RV following the repair, the slide was closed which covered up the work that was done. This was done during the winter months and we did not use our RV till June of that year. This is after their 90 day window to file a complaint about their work. We went to a campground in Virginia Beach in June and opened the slide and saw the linoleum tear visible to us for the first time. We did not report what we saw because the summer months are the time we use our camper the most and didn't have time to wait for the 4 to 6 weeks it generally takes for them to complete a repair. After the summer I returned the RV to them and explained to them that the tear had not been repaired. This is a linoleum surface not a generator. Either The linoleum has a tear in it or it does not. As they clearly must know from looking at the RV as it sits in their shop right now, there is a large tear in the linoleum. Their timeline is irrelevant, either they fixed it or they did not and as can clearly be seen...it is not fixed.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that the facts in this resolution have been twisted by MrA*** to make it appear that his company is not at faultNot only is he towing the company line to cover up the failures of MrV***, but I feel he is possibly doing as any good company YES MAN would do and making sure his boss MrMcGeorge appears to have provided the best customer service there is possibleI do appreciate that MrA*** provided documentation, but his misleading comes in having the date 04/02/circled on the form he providedIf we bring our attention to the SAFE-GUARD Cancelation Form and the line that shows the dealer signature and date, you will see that it clearly reflects a much later date of 05/02/(one month in fact)Now if we all scroll down to the bottom of this PDF document to the copy of the EASYCARE Credit Voucher made Pay to the order of McGeorge's Rolling Hills RV #Rin the amount of, I believe $(blacked out - probably because they charged me $1,654.00), you will see the date of the credit as 05/04/In my numerous calls to EasyCare since April 11th until May 11th, I have been informed multiple times that the service contract was still active and that NO ONE has called in or attempted to cancel this agreement on my behalfIt was not until May 11th that I got official confirmation that McGeorge's Rolling Hills RV had finally canceled my service contractWhen I inquired as to the date of that cancellation, I was informed that it took place on 05/04/2016, but that it was requested that the refund be credited back to 04/02/so that the customer (that being me) could get I full refundFurthermore, I asked when EasyCare would process the refund to McGeorge'sThey informed me that it took place on the same day that the request for cancellation was made - 05/04/2016. So although MrA***, or anyone for that matter may CLAIM that they took care of this matter in a timely matter, that is in fact not the caseMcGeorge's RV only made the request to cancel my service contract after I made numerous visits to their store, and numerous requests to have my contract canceledRegretfully, each trip there is miles round tripWhich is about two hours of driving time and a waste of fuel only to be told "THE CHECK IS IN THE MAIL"I will say one thing about this whole matter, in my year government career, I have never seen or had customer service like this in all my years during my Military Career, nor any time during my current Law Enforcement CareerAdditionally, I know another thing for sure, I will look out for my brothers in arms and be sure to pass the word about McGeorge's to those serving on Quantico and those putting their life on the front line every dayThe good thing about the Internet is that with Social Media, ones mans voice reaches around the worldWell, I guess this matter is doneAs the Revdex.com, it is up to you to decide if you feel the company in question is truthful or simply covering their basesEither way, I have spent way to much time waiting for a refund back to Bank of America, and have wasted to much money on road trips trying to be cordial with face-to-face meetings with both MrV*** and MrMcGeorge, only to hear promisesI will give them credit for both being quite polite
So, I will wait for the business to perform this action as I have done for the past days now and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Exceptional customer service from everyone we dealt with (from salesman, to finance/warrant rep, on down to lounge area receptionist)!!!
Everything and everyone was awesome, went above and beyondOur trade in took seven weeks to get back to your lotWe were never pressured into anything, the patience shown from your company was certainly appreciated from usThank you!!
We informed the customer that the repair was done after it was QCed by our shop The issue is that the repair will not stay as it is due to a rubbing of ceiling panels that cause the edges to ripple You can see the attached photos the customer sent us So when the unit is moved
any distance the issue (crinkling of the paper just comes back After I spoke with the customer (which I did right after the meeting I was in) he informed me that this was an issue that was present when he bought it This issue can not be repaired as the ceiling tiles need to be replaced and should never have left the selling dealership this way There is nothing more we can do for this issue As for the silicone I told the customer have someone near him clean it up and I will pay to have it taken care of so he does not have to drive hours each way back here And that offer still stands
And I have spoken with my staff to make sure they understand we need to treat all people regardless of were they bought with respect and empathy
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I understand their position about what they today but the day of the transaction they never said a word about my credit and the daysI had until end of the month to close the deal but they told to fill the documents to accelerate the process for the trade dayBut they processed my loan that day, not the day of the trade inThat is why I paid double insuranceNobody process a loan when the agreement for trade is done, the loans was supposed to start the day of the trade in and no double loan and double insuranceProbably the proper communications works on my concernbut now that I see they are saying things are I will not accept their excuses, nor their message sent to youThey will not reimburse, I will not die for $100+, but also will not accept the way this was done for the record purposes as formal complainNever expected they wrote details about the transactionYou can close the case but this is my formal response.
False.
Regards,
*** ***
I am compelled to write this because of the way I am being treated by the the Service Department for McGeorge's Rolling Hills RVThey have had my motor home for a week now and still I have no answer as to when it will be fixedThe Refrigerator went out while I was on vacation and I am being told they need a partI sent an email to the service manager and his response was lip service, he has had a lot of employees out for medical or other reasons, they have been real busy, etc, after that still no committment on his part to get me an answer only that when he finds out someone will tell meSomeone told meShe related that they need a part and when she gets an answer as to when the part would be ordered and the delivery date she would call and let me knowStill no call as of this writingHer last phone call was yesterday at 2:57pmSo looks like another week of waiting! My advise to anyone that wants to purchase from this place is check out the service department firstOnce you buy, your stuck with getting warrenty work done here, good luck! Their sence of urgency to get you back on the road is not their priorityMaybe because its warrenty work? don't knowI am just throughly disgusted right now and hope that nothing else goes wrong with my RV once I get it backThey lack one customer service requirement that packs alot of weight and should be customers first requirement and that is "Keep the customer informed" !! which they have not
When it comes to their service department-RUN!!! Continue reading if interested We have had our RV serviced there three times, and it is very apparent that they do not like to do *** *** warranty work I scheduled an appointment for a state inspection on January 31, The appointment was set up for February 4, At the time I was setting up my appointment, I was told that they were no longer servicing units that they did not sell Since I had worked done there previously and I was having problems with the work that they had performed previously, they would make an exception I dropped off my unit on February 4th and I am told it will be about a week before they can get to it OK, was not told that when I set up an appointment The other issues I was having was my jack alarm would stay on after the emergency brake was released, my gas spring on my rear compartment door would not support the door (spring replaced on last visit), satellite radio would display error message (antenna disconnected-check connection): antenna was re-located on the first visit while installing new satellite system, and rear satellite receiver would only get Channel *** We purchased a new satellite system on the first visit that was supposed to be able to run two receivers at the same timeSatellite system hasn’t been able to run two receivers at the same time but a handful of times since we had it installed (they will blame *** but they recommended them)
It was determined that the emergency brake would not pass inspection due to debris in the mechanism and keeping it from engagingRepair: clean mechanism and lube Jack alarm caused by leaking hydraulic line on one of the front jacks Repair: clean and service all jacks, repair leaking line and fill hydraulic reservoir, and greased fittings on rear jacks All I can say is that I just brought this unit back from being in Georgia the last three months, my leveling devices on my unit never changed from level I am no mechanic so maybe they can stay up once set, I don’t know Rear receiver was determined to be faulty, and I would need to buy a new receiver The service advisor calls late on Wednesday, February (weeks later now) to discuss repairs, and get repairs authorized I realized the following day that there was no discussion on what was covered under warranty I call the service department first thing the following morning, and the service advisor handling my repair order was out due to a snow storm I ask the service advisor I am speaking to if he can follwith the service department to see if repairs have been started and if so, was *** *** contacted for an authorization number He could not do that since my repair order was being handled by another service advisor Really? Everything is on a computer I receive phone call on Friday from the service advisor handling my repair order that *** *** was called but since the repairs were completed, I would have to send them the repair bill for review Unit is now ready for pion February
We pick the unit up on March 2nd I had contacted the service adviser handling my repair order earlier that morning about me contacting *** on the receiver since I have always had issues with one or the other receiver, and they wanted to run some diagnostics of their own prior to replacing the receiver I was told by the service advisor that the receiver up front was relocated to the back and was working fine The odd thing was that the rear receiver will not function unless the front receiver is activated (being told by technician that it acts as a slave to the front unit) I question them on how they could test the rear receiver when the front receiver was not activated Response: It was working while hooked up to the TV up front so it was assumed it would be fine in the back No need to try hooking up the old receiver Accused of re-doing what they have done by a service representative Unhooking and re-hooking up a receiver? Really? We (my wife and me) spent two hours on the phone with *** to get the receiver activated I check the rear compartment door and the gas spring still will not support the door We opened the door beside this door and determined they had installed the wrong gas spring on this visit as well as the visit before Installed a lb in lieu of a lb gas spring We come to find out that they don’t make the lb anymore and replaced it with a lb Amazing, the door stays up According to them, the problem with the satellite radio was the radio itself and not the antenna I will explore this myself Go to *** and find out the issues with *** plug and play radios
Finally time to pay the bill-$I was being charged hrs to diagnose and an additional hrs to replace and set up satellite receiver Really? Unplug a power cord, unplug a usb cable, and unscrew the satellite cable connection; and then plug in power cord, plug in usb cable, and screw in the satellite cable connection Needless to say after some arguing about the bill, we paid $for our state inspection and other items discussed above that they had re-looked at and installed on prior visits, and got out the door Get the unit home and notice the inspection sticker says January of Get it inspected in February, and get a January inspection sticker
As indicated in another review, three strikes and we are through It may have been the case anyway since they are no longer servicing units they don’t sell, and will not want us back after the ***l I raised about the bill Good luck folks if you break down on I-and need service near Richmond! Better hope you bought it from them or you will be stranded
I left a message for the Service Manager to call me six weeks ago and haven’t heard from him
Revdex.com Case #***
*** *** ***,
After reading *** * *** *** concerns with our customer
service and how we
conduct business here at McGeorge’s Rolling Hills RV, we find all of these
stated complaints and circumstances to be over stated and exaggeratedHowever customer satisfaction is extremely
important to us here *** Mfghas
been in contact with the Oversreets and is working for a quick resolution to
help get their motorhome back into service as quickly as possibleAs for the
out of pocket expense they are requesting the Over streets did not follow proper
procedures to meet warranty guidelines as outlined in the owner’s manual supplied
by *** RV .The *** contracted American Truck & Repair Service
on their own without any recommendation from Easy Care, *** or McGeorge’s
Rolling Hills RVWe have recorded transcripts of their call that may be
supplied in the future if requestedEasy Care has paid the original claim of
$submitted by the *** less the deductible$that applies to
their policy and that check has been cashed by themThis was a good will
gesture on Easy Care’s part due to the fact the *** motorhome was still
covered under the original *** RV warranty as outlined in the Easy Care
contract purchased at time of delivery
We respectfully
decline to reimburse any or all expenses they are requesting*** * *** *** have the right to cancel the Easy Care contract and we will assist
them if they so chooseIt is my understanding the motorhome is going back to
the factory for several concerns which *** has recognized and are willing
to repair .We as Virginia’s largest RV Dealer try to meet and exceed all of our
customers’ expectations and apologize that we have been unable to do so with
the ***
Respectfully,
*** * ***
*** ** ***
***
*** *** *** **
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below, also addressing McGeorge's Rolling Hills RV
1. Support documentation is on it's way to McGeorge's and the Revdex.com along with a copy of our original complaint
2. On October 11, at 8:p.m(when McGeorge's and *** were both closed; Friday night, after hours), we placed a call to Easy Care and spoke with ***. He said he was going to try and find a repair company to come out to the apartment complex where the RV was parked (with the slide stuck out). We ran and got something to eat. *** called us back at approximately p.mand said he was sending *** *** *** *** *** out to help us. WE REQUEST THE RECORDED TRANSCRIPTS THAT WE CALLED *** *** *** *** DIRECTLY
3. We cashed the $check because we were told by Easy Care that it was now being turned over to Roadside Assistance and they would handle the rest. Again, *** ***, your *** ***, said we should have only paid $deductible and that was it. The rest should have been paid by Easy Care - he said he understood that *** and McGeorge's were closed and this was our only option at this time of the night
4. *** *** was not in the *** ***'s office when we spoke with him about Easy Care during our last trip to McGeorge's. *** *** was leaning up against the wall and worried about his white board while we were struggling with *** *** at the Service Desk during our last visit when they didn't have our appointment in their system. *** *** was standing about feet away and did nothing. It's ironic how McGeorge's has him write the response to the Revdex.com
5. We feel that *** has taken over the repairs to our motorhome in part because McGeorge's sub-par service, which has been an embarrassment. McGeorge's should be embarrassed. After reading other negative "warranty" and "service" reviews about McGeorge's on the internet, we a convinced that they talk a good game, but take poor or no action to care for their customers. We have been in the waiting area when other dissatisfied customers have been yelling or speaking loudly, complaining about the service. When we sat there for a full day waiting for our RV during one of our many visits, we got a sick feeling about McGeorge's operation and how they handle business
6. We want complete reimbursement of the Easy Care coverage that we bought - $
7. We request reimbursement for the rest of the expenses mentioned in our original complaint. If you were any type of staoperation, you would do the right thing for a customer who has been jerked around by your unprofessional organization so much.
8. Our paperwork should arrive at both McGeorge's and the Revdex.com via Certified Mail through the U.SPost Office
Regards,
*** * *** ***
We responded to the customer on this last year when he went to the credit card company and tried to cancel his deposit. Here is our response to that and our postion has not changed
0n 2/9/** *** *** *** signed an agreement to order a *** *** ***
toy hauler from McGeorge RV. The contract was signed and dated on the 9th of February and along with it was signed a plain english form stating that this sale is final
** *** then sated he wanted to renegotiate the deal a few days later and when we where unwilling to do so he stated he had already canceled his deposit with the credit card company and he felt the deal was finished. As we pointed out at that time that we had a signed contract with no stipulations that both partys agreed to and while we would not enforce the purchase we where as stated clearly in the contract keeping the down payment made
I have *** the docs we sent to the credit card company when the original compalint was filed as well. It contains the docs that the cust says show a day right to cancel and as you can see this is not tru
If any other docs are needed or further questions please let me know
Thank you,
*** *** *** *** **
Cam was absolutely great!!!He went over and beyond to make sure we were happy with what wee purchasingEveryone involved was super!
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
March 26, *** *** *** ** ***
Account number ending In *** Case number***
We talked to *** ***, a salesperson, with McGregor's Rolling Hills on February 9, at a camping show In *** **In talking he initially wanted a $down payment which we refusedWe had been in discussions for quite a while up to this pointWe had told him the figures that they came up with we couldn't afford to pay that much of a monthly payment along with the rest of the down payment that they wanted to make this deal workWhen we refused, he told us that we would have to give them something to be able to go forward with the processWe were walking out at this time, when he talked us into giving them the $down payment, he was going to try to get us more for our trade and get our payments downHe then came back from talking with his manager, gave us the figures and we again told him that this was not something that we could afford to make the payments onHe told us he would try to work out a deal on Monday when he got back to the dealership, to get us more money for our tradeWhile at the show on Saturday, *** *** continued multiple times to state that they were not in the business of keeping people's moneyHe would give us the down payment back if the deal didn't go thruThis was another one of the reasons that we went ahead with the down paymentWe had told him we didn't have this kind of money just to give away if we couldn't work out the deal and he again stated that they would not keep the down payment If we could not work out the dealWhen we finally did sign the contract, there was nothing on the front that stated that the down payment would not be returnedHe told us the only way to proceed with this to see if he could get us more money for our trade, we would have to sign the contract to show his dealership that we were interestedHe never told us there was a back side to the contractWe noticed the back side of the contract when we got homeWe were also never given a copy of the "Notice"Again we were told not to worry about signing this as they did not keep your down paymentThe representative for ***, the maker of the camper, "***" was there with us during this conversationHe told us the camper weighed Ibs less than the camper we have nowWhen we got home and researched this, it was only Ibs lessWe never spoke to any other representative from McGregor's other than *** *** who is a salespersonHe would continue to leave and then come back, as we were having this discussion in a camping trailerWe had gone off his word as he was the only person we ever talked toIf McGregor's doesn't want the salesperson making these kinds of statements, then the customer should be able to speak with someone from the management team that can tell them the truthI believe we were misledOnce getting home and checking the dealership on the internet, they have done this same kind of thing to numerous other peopleWhen he called my husband on Monday, he gave us the same figures and said that they couldn't get us any more money for our tradeMy husband again told him this was something that we could not afford (monthly payments)As we located on the contract, the seller or purchaser may void this contract within calendar days after noticeWe did tell him we were contacting the credit card company to dispute the charge*** *** then stated, "You won't get your down payment back" and hung up on my husbandI would appreciate you considering this information that I have provided to youIf you need anything further, please do not hesitate to contact meThanks in advance,
*** ***
In May of we purchased a RV from McGeorge'sThe RV's come with a day warrantyAfter picking up our RV (which they do an inspection and make sure everything work's), our first trip was less than a week laterOur AC wasn't working properlyIt was Memorial Day weekend, so we waited until that Tuesday before callingWe immediately brought the RV back to the service departmentAfter almost a week and a phone call to the department and placing a claim that the company would pay the deductible since it was still under the day warrantyWe found the unit was installed, but because the RV is a 2006, it needs a converter piece for the AC to blow through the ventsWe were assured the part had been ordered, but for weeks heard nothingAfter multiple phone calls to the department, we would get the same response to the story"The part has been ordered, it just hasn't arrived yet." No one seemed to know when this part would arrive and originally it was the end of JuneAt the end of July after no answers and still an unresolved issue, I contacted Greg McGeorgeHe within a week was able to get me a tracking number to the part and confirmation the part had indeed been orderedThe day the part was scheduled to be delivered to McGeorge's servicing department, we had our RV thereThe department told my husband it would only take a few hours to install, but we still allowed them an extra day just in caseThe evening we dropped it off after I was positive the part was there, we received a call stating that we would actually need another part in addition to the converter, before the issue could be fixedIt has been weeks since we have heard from anyone at McGeorge'sI have contacted Greg McGeorge againThis business is quick to take your money, but have no desire to fix issues with their products that they have sold you
Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Stop, think, and Listen! We would not purchase again or we do not recommend to anyone to purchase an RV from McGeorge RV due to poor service and lack of communication by the staff. The sales experience was satisfactory, however due to the poor quality and craftsmanship of [redacted] our unit spent much time at McGeorge's having warranty work performed. My wife and I purchased our unit May 2015 and returned it to McGeorge RV for the first round of work in August for a two week period. During the two weeks, we were not informed of any progress and had to constantly send emails with no reply or update to any progress. The service adviser Jessie was not friendly, was rude, and certainly not customer service oriented. Most of the work performed during the first visit was satisfactory, except while performing work on the microwave, McGeorge RV damaged the interior of the cabinet to get to the microwave bolts as well as split one of the cabinet side rails. This is not acceptable by people who are supposed to be professionals in the RV business. The unit was returned again beginning of November 2015 and we picked it up the weekend before Christmas 2015. During this time we had the same issues with the service department. We were never kept informed of any status of the work performed and all but ignored until I sent a nasty email. It should not take such measures to have communication with the service department where something is being worked on. I requested to meet with Nat A[redacted] which was denied and during our visit to pick our unit up, I saw Nat and made eye contact with him, in the shop. He was meeting with an employee so I waited to speak with him while inspecting my unit for the completion of each of the warranty issues. Nat A[redacted] ignored us and fled the shop. We believe that, a person of Nat's status and title that he should have obliged us and came over to ask us how things were going and if we were happy/ satisfied with the work performed. Again, some of the work was performed satisfactorily, but I don't trust them nor would I recommend them. This is why! One of the issues that I had with the unit was; at the stop of one of the slides, a sharp corner (point) of metal protruded through the rubber membrane and was rubbing (cutting) the rubber gaskets as the slide went in and out. To help prevent the situation from worsening, I placed a piece of duct tape over the sharp point. This is how McGeorge repaired it and how I found it upon my inspection. The service tech pulled off the duct tape, then took a file and filed down the sharp point which enlarged the hole through the rubber membrane and then replaced the same piece of duct tape back over the area. This is pathetic and unacceptable! I had to request/ demand that it be fixed properly by putting the proper roof patch on it. They did it just as I asked, In WHITE. My roof is tan. Please be careful, don't fall to the big discount store for a great sale and get burned on the service like we did. We always felt that we were a nuisance and never a real customer.
I checked on this with our service dept. The roof issue is due to lack of maintenance not any manufacturing issue. When the customer was informed of this he said it was our fault for not telling him to read his owners manual. We tell all our customers during the orientation to...
read and make sure they are aware of the required maintenance schedule. His response was no one reads those. It doe not look like this coach has had any routine maintenance done to it. As for the repair on the slide the work was done in Jan/Feb of 2016. We guaranty our work for 90 days. This is being brought up 10 months later not as he said he got it and opened it and it was still torn. If this was the case he should have informed us sooner not wait almost a year.
I have attached a few pictures of his unit as it is here now. It has not been properly maintained in our estimation as you can clearly see the roof has not been resealed or the sides scrubbed (you can see the mold on the strips. We take our customers and their decision to buy from us very seriously. When we make mistakes we are quick to try and rectify the issue. I see nothing here that shows me this is our doing.
There is nothing further we can do on this matter.
Sincerely,
Nat A[redacted]
To the Revdex.com,
I looked at the history of this RV in our service dept. The RV has not been in our shop for over a year and it has been out of factory warranty for about the same amount of time, so I can not comment on what type of wear and tear it has had during that...
time. RV's are designed to be used and scratches can happen anytime a unit is moved in and out of a wooded area and something catches a decal. We have worked with the manufacture to get all that was in our control repaired. I do not know why the slide room brackets bent after a few months as I was not present. None of the issues other than the slide tearing the floor would have stopped the RV from being used while it was awaiting parts. I would also say the manufacture realized after construction that the windows needed to be of the type with weep holes at the bottom due to a condensation build up as we could not find a leak after two times resealing the window and they replaced them. As for its current state we have no way of assessing this as the unit has not been in our service center for over a year. I do know that tires can blow out at anytime due to a multitude of conditions so mileage on them has no bearing.I would be willing to look at the slide and if it was due to a factory issue with the windows I would be more than willing to work with the customer and the manufacture to repair. I can not control the speed at which parts are shipped or available to us or any other dealer and I don't believe any dealer can as the customer has seen. We want them camping just has much as they can and while not everything will always work out the way we want we do the best we can to facilitate the customers service needs and will continue to do that for our customers as long as we can.
I can offer no other resolution at this time other to say we will work with the customer to try and solve any further issues they may have.
Sincerely,
[redacted]
GSM McGeorge RV
Melissa was my sales person and she was GREAT! This was the best buying experience I have ever had. I've bought houses, cars, trucks and motorcycles, and McGeorge's was the BEST! Great job! Keep up the GREAT work! Thanks so much!!!!
We purchased our 2015 Heartland Gateway 5th wheel from the RV show on 2/14/15. A few months ago, while camping we noticed a bubble in the fiberglass by an outside receptacle (that has never been used). The receptacle is coming loose from the side of the camper - we contacted McGeorge and Kevin McGeorge said "oh things come loose all the time while traveling and move around". This is not normal! Our warranty is out of course, since you only get a one year warranty - but we even purchased Extended Warranty - that will not cover it either. Do yourself a favor - do not buy from these people - their service department is horrible too! Once you leave their lot, they act like they don't know you - they refuse to help you! We spent a lot of our hard earned money on this camper and we can't even use it, I am afraid if it rains, there could be an electrical fire. We are not stopping here though - going to the media and my lawyer! This is a manufacturer defect and should be fixed and not on our dime.
In regards to the response I got from McGeorge. This is not a car that you use every day. When I received the RV following the repair, the slide was closed which covered up the work that was done. This was done during the winter months and we did not use our RV till June of that year. This is after their 90 day window to file a complaint about their work. We went to a campground in Virginia Beach in June and opened the slide and saw the linoleum tear visible to us for the first time. We did not report what we saw because the summer months are the time we use our camper the most and didn't have time to wait for the 4 to 6 weeks it generally takes for them to complete a repair. After the summer I returned the RV to them and explained to them that the tear had not been repaired. This is a linoleum surface not a generator. Either The linoleum has a tear in it or it does not. As they clearly must know from looking at the RV as it sits in their shop right now, there is a large tear in the linoleum. Their timeline is irrelevant, either they fixed it or they did not and as can clearly be seen...it is not fixed.