To the Revdex.com,
In response to the complaint from [redacted] I have looked in to this matter. I spoke with the Salesperson as well as Greg McGeorge. We sold the unit AS/IS (all paperwork is signed to this effect) with the understanding it would pass...
Virginia State Inspection and the Appliances would work. Both these items where addressed by us and all items repaired as part of the deal. During the prep process we discovered an issue with the leveling system and informed the customer that this was not something we were going to take care of and if they would like we would be willing to cover half the cost or to let them out of the deal to purchase. They choose to continue on without the repair being done. As for the tags the customer is registering this in IA and all the paperwork they needed for this was explained to them and would be mailed to them so they could do what was needed with that state (all this is on file in the customers file and can be provided if needed) it was sent out [redacted] 2 days after the transaction was done and that was explained to the as to how it would be done when they sat with our business manager.
The roof issue is not something I am aware of as we have no record of this issue being brought up to us from the customer until this email was sent. That being said we were clear in all our dealings that a coach of this age we do nothing cosmetic or structural other than safety related items. If they were told it had $10,000 worth of damage they should have given us the chance to look at it and assess that, but no contact was made to us and when the Salesperson followed up they only took his 10 day call and never returned any of his other attempts.
We are sorry that the customer has had a bad experience with us but I can find no indication of any wrong doing by any employee or any misrepresentation of the service we provide here at McGeorge RV. We have done everything we said we would do and more. We informed them all the way through of the issues we were having getting it to meet the standards we said it would and agreed to and after we did we informed them of other issues and where more than fair in offering to help with the cost or to let them out of the deal all together. I have nothing further to offer the customer.
I have attached the paperwork we have that is relevant to this complaint.
Sincerely,
[redacted]
GSM McGeorge RV
We have stood behind the product and repaired any and all things the customer has found issue with (including the ones they where well aware of before they took delivery like the sofa and speakers and duct work under the sofa that where found during the prepping process) the issues that have...
arisen since delivery we have taken them in and repaired them right away, and will continue to stand behind it and help as we can. We have offered to switch out the unit to another unit (same year make and model) and the customer would be responsible for the taxes and other fees for title. This was not accepted by the customer. Sincerely,[redacted]
[redacted]
[redacted]
Revdex.com spoke with Mr. [redacted] from the business. If the customer's coach is still until the extended easy care warranty whatever is covered under those terms would be covered. The business has not seen this coach in a year but the customer can bring the coach back into this business, or any dealer that services easy care warranty to be serviced. They are more than welcome to make an appointment to being it by to be looked at and go forward from there.
After getting an online review on this last week I followed up with my Sales and Finance dept. It was not a miscalculation on sales tax but it was a county tax from his home state of Wisconsin that he did not make us aware of. Our title clerk was getting the paperwork ready...
for the state and found it online when we informed him there was an additional tax to pay to the county he said he had paid all he was going to pay. He was informed it would be an issue with the state and we would send it in but expect it to be sent back for lack of funds. The customer had a chance to make this situation right and refused to pay his taxes not us. If we had know about this tax a head of time we would have collected it. We are a Virginia dealer and we know the tax law here very well. When dealing with out of state customers we always ask if there are any additional taxes we need to know about. There is nothing further we have to offer in this situation as he was well aware before any paperwork was sent he would be responsible.I would recommend though instead of traveling from Wisconsin to WV to use [redacted] overnight as it would be a savings for both cost and time.
Taz came out to [redacted], after normal business hours to provide additional instructions regarding my concerns over the braking system. This was above and beyond my expectations. Thanks!!!
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.
There was nothing provided in a sense of resolving the issue. Just say I wish there was a LEMON LAW that covered RV's! This dealership is showing no responsibility toward us, the consumer over the quality of the product they sell. We feel if things were fixed right the first time (windows/decal) some of these issues would no longer be a problem. Windows weep hole were mentioned to the manufacturer by our new service rep, not the manufacturers or your service reps. Let it be known that we had set an appt. to bring our RV in for repairs since we live in North Carolina, 269 miles away (538 round trip) and the service dept. knew the nature of repairs needed especially in reference to the damaged floor caused by the slide. Parts could have been ordered before hand. It wouldn't make sense to take it up there to figure out what parts would be needed and to bring the camper home - unable to use it anyway since the slide would scrape the floor. Now the sides of the camper are showing severe signs of delamination! Resale value of the camper just went out the window. This camper is less than two years old and should not be having these issues. That is why we either want a new camper to replace this one or our money back. We take care of our property, so why make comments about current state of our camper. We had to find a closer service center to help us fix issues because McGeorge's couldn't. If we would have known that we would have been treated this way, through poor service and the attitude of not caring for the customer, we wouldn't have bought this camper at McGeorge's.
Regards,
[redacted]
This is the second time purchasing from McGeorge Rollings Hills, Kevin and all of the staff from beginning to end could not have been any better and helpful!! Pleasure to be a repeat customer!!!
As we have explained prior. The $168 dollars was due to the bank as a payment was due during the period we would be making the payoff which is up to 10 days (we send it out not when the bank applies it) He was told to make the payment so as not to hurt his credit with a late payment....
This is why he got a refund from the bank for the over payment of what he paid and when the payoff was applied. If he had not made the payment we would have had to collect the $168 dollars here as it was part of what he owed on the unit. Either way the $168 would have been paid to the bank. Either by him paying us and and we add it to the payoff and we paid the bank or he paid the bank directly and all overage would be sent to him from the bank.
As for his insurance it was explained to him that he needed insurance on the new one because he had a loan on it and on the trade because it was still in his possession and needed to be covered by insurance till he turned it over to us.
Rudy, our salesperson was the only reason we came back for a second unit, resulting in purchase. Knowledgeable, low pressure, patient generally a nice person representing your company. Making it easy to deal.
Attached is the info on [redacted] cancelation. As you can see our system with EZ-Care shows it is canceled and cancelation date is 4/2. We also sent the check to BOA on the 6th of May and how they handle the distributions of funds to their deals I do not know. It is the 13th today so allowing for mail they have had the check for 4 or 5 days.
I spoke with our F&I dept. in regards to this and Mr. [redacted] was told it could take a week or so for the cancelation to take effect and it shows we did our part on the 2nd of April. He was also told as all customers are we send out a check as soon as we receive funds back from EZ-Care. You can see we got ours on a check dated 5/4 allowing for mail we got it after we had cut and sent out his refund to try and expedite this matter.
As with all cancelations of financed options to a deal the money goes to the bank not the refunded to the customer and it does not change the monthly payment only the ending balance for payoff and as I said I cannot control how long a bank takes to show that to that account. I do know that as an example a credit card charge shows right away when charged but can take up to 30 days to show a credit back.
I would like to know who Mr. Burk talked to so I can see why he is getting a different story than what we are showing.
Sincerely,
Nat A[redacted]
General Sales Manager
McGeorge Rolling Hills RV
11525 SunShade Lane
Ashland VA, 23005
800-462-2856 ext [redacted]
n.a[redacted]@mcgeorgerv.com
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.
This camper has already spent too much time in repair facilities. Too many issues noted with this camper, and now delamination. Which I don't think is covered under the extended care. This camper had water leaks from the initial time we bought it and was not fixed under McGeorge's care.
Regards,
[redacted]
I have looked in to this issue. We informed the customer that the Awning is within manufacture specs and they have denied us from changing it out. As for sending it to the wrong incorrect number that was not done on purpose as the number was correct as far as we knew but the...
awning company had changed the fax number and had not informed our warranty dept. The furniture had been repaired once and we have had it done again. It is the way it is designed and put together and there is little we can do other than change it out and so far the manufacture has not authorized that. I checked on the strips and they have come in damaged twice and are currently on order for a 3rd time. I have informed our manufacture that the customer is upset and if they come damaged again we will put the factory in direct conversation with the customer. I recommended that they check the shipping procedures and make sure they arrive here in ready to use condition.
I checked our records and the unit has been back for service 3 times other than the day they took delivery. The first time was June of 2015 (and I am looking in to why nothing was done) and then in march of this year for these issues and parts need to be reordered (the decals) so it was dropped back off in late April.
Again in reviewing the history and the issues with the coach there is nothing that would stop the coach from being used to its full usage.
We will continue to do our best to make sure the coach is taken care of when he needs service but will not be offering any compensation for travel to and from our dealership.
Sincerely,
[redacted]
GSM McGeorge RV
They are a good place to buy a camper from but good luck with the service department. We bought a [redacted] camper from them last year and have had nothing but problems with it. I think they have had it in their parking more then I have camping in it. We had an appointment on August 9th to get ac looked at cause it keeps turning from high to low and the it will turn off and not come back on until you manually do it yourself. They still have camper to this day and cAnt see the issue. They told us we need to go buy a fan and put it in there. Are you crazy that isn't what I paid $35,000 for. They are also telling us that camper is too long for one unit that we need to pay for another one. Why didn't you sale me one with two units when you knew it was too long and we ask if it came with two units we were told no but look we called manufacturing and it does. Not getting any answer worse camping I have ever had.
Purchased a [redacted] in February of 2016. From the salesman all the way to the service technician who did the walk-through with us, we could not have had a better experience. Took camper out for the first time this past weekend and had a blast! I had some questions before we took our weekend trip and the ones on the phone were incredibly patient and more than helpful. Wouldn't hesitate to make the two hour trip to purchase from them again.
The check was sent to the bank on 5/6/2016. I have taken corrective measures with F&I to make sure this issue is addressed. Our records show it was canceled on 4/2 but easy care can take up to a month to process a claim back to...
To the Revdex.com,
In response to the complaint from [redacted] I have looked in to this matter. I spoke with the Salesperson as well as Greg McGeorge. We sold the unit AS/IS (all paperwork is signed to this effect) with the understanding it would pass...
Virginia State Inspection and the Appliances would work. Both these items where addressed by us and all items repaired as part of the deal. During the prep process we discovered an issue with the leveling system and informed the customer that this was not something we were going to take care of and if they would like we would be willing to cover half the cost or to let them out of the deal to purchase. They choose to continue on without the repair being done. As for the tags the customer is registering this in IA and all the paperwork they needed for this was explained to them and would be mailed to them so they could do what was needed with that state (all this is on file in the customers file and can be provided if needed) it was sent out [redacted] 2 days after the transaction was done and that was explained to the as to how it would be done when they sat with our business manager.
The roof issue is not something I am aware of as we have no record of this issue being brought up to us from the customer until this email was sent. That being said we were clear in all our dealings that a coach of this age we do nothing cosmetic or structural other than safety related items. If they were told it had $10,000 worth of damage they should have given us the chance to look at it and assess that, but no contact was made to us and when the Salesperson followed up they only took his 10 day call and never returned any of his other attempts.
We are sorry that the customer has had a bad experience with us but I can find no indication of any wrong doing by any employee or any misrepresentation of the service we provide here at McGeorge RV. We have done everything we said we would do and more. We informed them all the way through of the issues we were having getting it to meet the standards we said it would and agreed to and after we did we informed them of other issues and where more than fair in offering to help with the cost or to let them out of the deal all together. I have nothing further to offer the customer.
I have attached the paperwork we have that is relevant to this complaint.
Sincerely,
[redacted]
GSM McGeorge RV
We have stood behind the product and repaired any and all things the customer has found issue with (including the ones they where well aware of before they took delivery like the sofa and speakers and duct work under the sofa that where found during the prepping process) the issues that have...
arisen since delivery we have taken them in and repaired them right away, and will continue to stand behind it and help as we can. We have offered to switch out the unit to another unit (same year make and model) and the customer would be responsible for the taxes and other fees for title. This was not accepted by the customer. Sincerely,[redacted]
[redacted]
[redacted]
Revdex.com spoke with Mr. [redacted] from the business. If the customer's coach is still until the extended easy care warranty whatever is covered under those terms would be covered. The business has not seen this coach in a year but the customer can bring the coach back into this business, or any dealer that services easy care warranty to be serviced. They are more than welcome to make an appointment to being it by to be looked at and go forward from there.
After getting an online review on this last week I followed up with my Sales and Finance dept. It was not a miscalculation on sales tax but it was a county tax from his home state of Wisconsin that he did not make us aware of. Our title clerk was getting the paperwork ready...
for the state and found it online when we informed him there was an additional tax to pay to the county he said he had paid all he was going to pay. He was informed it would be an issue with the state and we would send it in but expect it to be sent back for lack of funds. The customer had a chance to make this situation right and refused to pay his taxes not us. If we had know about this tax a head of time we would have collected it. We are a Virginia dealer and we know the tax law here very well. When dealing with out of state customers we always ask if there are any additional taxes we need to know about. There is nothing further we have to offer in this situation as he was well aware before any paperwork was sent he would be responsible.I would recommend though instead of traveling from Wisconsin to WV to use [redacted] overnight as it would be a savings for both cost and time.
Sincerely,
Nat A[redacted]
[redacted]
Taz came out to [redacted], after normal business hours to provide additional instructions regarding my concerns over the braking system. This was above and beyond my expectations. Thanks!!!
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.
There was nothing provided in a sense of resolving the issue. Just say I wish there was a LEMON LAW that covered RV's! This dealership is showing no responsibility toward us, the consumer over the quality of the product they sell. We feel if things were fixed right the first time (windows/decal) some of these issues would no longer be a problem. Windows weep hole were mentioned to the manufacturer by our new service rep, not the manufacturers or your service reps. Let it be known that we had set an appt. to bring our RV in for repairs since we live in North Carolina, 269 miles away (538 round trip) and the service dept. knew the nature of repairs needed especially in reference to the damaged floor caused by the slide. Parts could have been ordered before hand. It wouldn't make sense to take it up there to figure out what parts would be needed and to bring the camper home - unable to use it anyway since the slide would scrape the floor. Now the sides of the camper are showing severe signs of delamination! Resale value of the camper just went out the window. This camper is less than two years old and should not be having these issues. That is why we either want a new camper to replace this one or our money back. We take care of our property, so why make comments about current state of our camper. We had to find a closer service center to help us fix issues because McGeorge's couldn't. If we would have known that we would have been treated this way, through poor service and the attitude of not caring for the customer, we wouldn't have bought this camper at McGeorge's.
Regards,
[redacted]
The customer service is fantastic. We have recommended McGeorge's to several of our friends and Ken in particular.
This is the second time purchasing from McGeorge Rollings Hills, Kevin and all of the staff from beginning to end could not have been any better and helpful!! Pleasure to be a repeat customer!!!
Cam was awesome!! If we get a new RV, you all will definitely get a visit from us. Thank you!!!
As we have explained prior. The $168 dollars was due to the bank as a payment was due during the period we would be making the payoff which is up to 10 days (we send it out not when the bank applies it) He was told to make the payment so as not to hurt his credit with a late payment....
This is why he got a refund from the bank for the over payment of what he paid and when the payoff was applied. If he had not made the payment we would have had to collect the $168 dollars here as it was part of what he owed on the unit. Either way the $168 would have been paid to the bank. Either by him paying us and and we add it to the payoff and we paid the bank or he paid the bank directly and all overage would be sent to him from the bank.
As for his insurance it was explained to him that he needed insurance on the new one because he had a loan on it and on the trade because it was still in his possession and needed to be covered by insurance till he turned it over to us.
Rudy, our salesperson was the only reason we came back for a second unit, resulting in purchase. Knowledgeable, low pressure, patient generally a nice person representing your company. Making it easy to deal.
Attached is the info on [redacted] cancelation. As you can see our system with EZ-Care shows it is canceled and cancelation date is 4/2. We also sent the check to BOA on the 6th of May and how they handle the distributions of funds to their deals I do not know. It is the 13th today so allowing for mail they have had the check for 4 or 5 days.
I spoke with our F&I dept. in regards to this and Mr. [redacted] was told it could take a week or so for the cancelation to take effect and it shows we did our part on the 2nd of April. He was also told as all customers are we send out a check as soon as we receive funds back from EZ-Care. You can see we got ours on a check dated 5/4 allowing for mail we got it after we had cut and sent out his refund to try and expedite this matter.
As with all cancelations of financed options to a deal the money goes to the bank not the refunded to the customer and it does not change the monthly payment only the ending balance for payoff and as I said I cannot control how long a bank takes to show that to that account. I do know that as an example a credit card charge shows right away when charged but can take up to 30 days to show a credit back.
I would like to know who Mr. Burk talked to so I can see why he is getting a different story than what we are showing.
Sincerely,
Nat A[redacted]
General Sales Manager
McGeorge Rolling Hills RV
11525 SunShade Lane
Ashland VA, 23005
800-462-2856 ext [redacted]
n.a[redacted]@mcgeorgerv.com
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.
This camper has already spent too much time in repair facilities. Too many issues noted with this camper, and now delamination. Which I don't think is covered under the extended care. This camper had water leaks from the initial time we bought it and was not fixed under McGeorge's care.
Regards,
[redacted]
I have looked in to this issue. We informed the customer that the Awning is within manufacture specs and they have denied us from changing it out. As for sending it to the wrong incorrect number that was not done on purpose as the number was correct as far as we knew but the...
awning company had changed the fax number and had not informed our warranty dept. The furniture had been repaired once and we have had it done again. It is the way it is designed and put together and there is little we can do other than change it out and so far the manufacture has not authorized that. I checked on the strips and they have come in damaged twice and are currently on order for a 3rd time. I have informed our manufacture that the customer is upset and if they come damaged again we will put the factory in direct conversation with the customer. I recommended that they check the shipping procedures and make sure they arrive here in ready to use condition.
I checked our records and the unit has been back for service 3 times other than the day they took delivery. The first time was June of 2015 (and I am looking in to why nothing was done) and then in march of this year for these issues and parts need to be reordered (the decals) so it was dropped back off in late April.
Again in reviewing the history and the issues with the coach there is nothing that would stop the coach from being used to its full usage.
We will continue to do our best to make sure the coach is taken care of when he needs service but will not be offering any compensation for travel to and from our dealership.
Sincerely,
[redacted]
GSM McGeorge RV
They are a good place to buy a camper from but good luck with the service department. We bought a [redacted] camper from them last year and have had nothing but problems with it. I think they have had it in their parking more then I have camping in it. We had an appointment on August 9th to get ac looked at cause it keeps turning from high to low and the it will turn off and not come back on until you manually do it yourself. They still have camper to this day and cAnt see the issue. They told us we need to go buy a fan and put it in there. Are you crazy that isn't what I paid $35,000 for. They are also telling us that camper is too long for one unit that we need to pay for another one. Why didn't you sale me one with two units when you knew it was too long and we ask if it came with two units we were told no but look we called manufacturing and it does. Not getting any answer worse camping I have ever had.
Purchased a [redacted] in February of 2016. From the salesman all the way to the service technician who did the walk-through with us, we could not have had a better experience. Took camper out for the first time this past weekend and had a blast! I had some questions before we took our weekend trip and the ones on the phone were incredibly patient and more than helpful. Wouldn't hesitate to make the two hour trip to purchase from them again.
The check was sent to the bank on 5/6/2016. I have taken corrective measures with F&I to make sure this issue is addressed. Our records show it was canceled on 4/2 but easy care can take up to a month to process a claim back to...
us.
Sincerely,
Nat A[redacted]
GSM McGeorge RV