Tilden Recreational Vehicles, Inc.

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Complaint: ***
I am rejecting this response because: The propane bottles are full at this timeThere is no way that they will be empty buy the date they have offeredbut I would consider a store credit for accessories/parts equal to the filling of two propane bottlesAs far as the battery, If in fact the battery was installed buy the factory and had a one year warranty from date stamped on battery *see attachment It was already out of warranty when it was installed! So my complaint regarding the battery will have to be taken up with the manufacture
Regards,
*** ***

Our Customer purchased a new unit from our facility in In 2015, the vehicle returned to us for warranty repairsDespite Our best efforts, it took an unusually long length of time to obtain certain repair partsIn addition, there was discussions with this customer about whether
Boat-N-RV would complete repairs on the vehicle or four customer would trade it towards something elseWhen we could not reach an agreement on the tranumbers, Boat-N-RV completed the requested repairsOur Customer picked up his camper on Saturday, April 16, 2016, and was satisfied with the completed repairs

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Jul 14, I had filed a complaint that I thought was resolved on June 3rd but the business failed to hold up their end of the bargain! I had accepted a offer that was not enough to cover the lost expense but to be done with dealing with themThey offered to send a gift card equal to what they called a compensation, but it has been one month since then I would like to know what can I do at this point? Thanks in advance, *** *** claim #***

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Complaint: ***
I am rejecting this response because:
The fact that this RV is years old has no relevance concerning this complaintWe accepted this RV upon purchase because we trusted Boat 'N RV and the salesman that this RV would be checked bumper to bumper and that they would make sure that this RV was in good mechanical condition.
However, we noticed that the RV wasn't in good mechanical condition after we got it home. If this RV was in such "good condition", why did we have to put it in the shop to get repairs made on it so that we could utilize it on a planned trip?
I guess you would have been happier if we got stuck somewhere out on the road!!!
As far as the tow dolly goes, after you told me that you wouldn't reimburse me for the tow dolly, I advertised it to sell it and luckily sold it before you offered to give me a refund. It took this Revdex.com complaint for you to make that offer If you don't want to reimburse us for those repairs, that's fine. However, I will never do business with you ever again and will tell all of my family and friends to never do business with you either.
What you did was very dishonest and it's companies like you that place "mistrust" in consumers
Regards,
*** ***

Horrible service deptRude, unresponsive, incompetent people who make excuses and don't stand behind what they sellThe sales people undercut other dealers, and once the sale is made, the service department doesn’t respond, or worse is rude and charges customers for warranty work

When performing warranty repairs, Boat-N-RV is constrained by what the various manufacturers will approve. In this instance, our service department performed all of the corrections which were approved by the manufacturer for this customer's unit. We are happy to perform additional repairs if...

permitted to do so by the manufacturer of the unit. [redacted]. manufactured and warranted the vehicle in question. We are happy to put our customer in touch with the manufacturer. However, at the present time, we consider the work completed and have requested that our customer pick up the vehicle in question.

I purchased my camper last year in late Oct from Boat N RV in Hamburg, PA. The awning after 4 uses was not rolling in evenly and would not roll out correctly. When you would roll it out, it would keep rolling to the point that it was rolling back in when I had the button down for out. When the awning was out one day and it rained, the awning bars collapsed under the weight which should not of happened. I believe the the awning was installed incorrectly. We returned it to the dealer I bought it from to be fix. They informed me that they had all of the parts. I tried to call them to see how my camper was doing and I received no answer. I now find out, they have had my camper two weeks now, that they didn’t even order the parts yet! This is unacceptable! There was a crack in the toilet and was told by a person that did call us back the one time that we would have to pay for it because the toilet was replaced last October. Well that is news to us!!!! So they never told us that when they got the camper from their other facility in NY the toilet must have been broke???? There are a few other things that need to be fixed that should be covered under warranty (loose windowsill and stain chipping, main door uneven, loose molding).
We are very dissatisfied with Boat and RV!!!! Would never recommend them!!!!

Boat-N-RV and [redacted] reached a mutual agreement by which he received a refund of his deposit and was released from his obligations under the purchase agreement.

November 24, 2014
Dear Sir or Madam.
I am in receipt of the above Customer's complaint Please be advised that Boat-N-RV SuperStore does not believe that it is responsible for any of the issues described in his complaint. The full details of this matter are as...

follows:1. Our Customer took delivery of his camper on 5/12/14, at which time, BNRV installed a standard full wire brake Control. 2. Later, our customer called in to the store to say his engine light came on and the Service Writer, Mario, advised him to come back. Customer stated he could not come back and did not return to our facility in Pennsylvania.
3. Our customer called again after he was home and BNRV Scheduled him an appointment with Our NY store to have his vehicle checked. The customer no showed the appointment.
4. A very long time passed and the customer called the Service writer and stated that he took his car to a local dealer and the dealer Stated that the ECM failed and he needed a new one.
5. The documentation the customer supplied us never stated why the ECM failed and only stated that the dealership was "still diagnosing" the issue.
6. The customer was advised that he needed to supply pictures and documentation of what caused the failure to the ECM (engine control module) and BNRV would review to determine F the technician was at fault. BNRV never received the requested documentation.
7. Our Corporate service director reviewed the installation with the technician that installed the brake control and my senior technician that has been installing these for eight years. The installation was standard and he does not feel that the installation of a brake controller could cause an engine control module to fail and that it was simply a Coincidence.
8. Without receiving the proper documentation from the customer, BNRV had nothing to go on and the light could have been on to begin with.
9. If our customer can provide US with the documents we requested several months ago, BNRV will be better able to determine whether reimbursement is in order,
Please let me know if you require any additional information in response to the foregoing complaint.
Sincerely, 
Thomas S,
General Counsel

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 Complaint: [redacted]
I am rejecting this response because:
The response was highly inaccurate, I called the salesmen the same day and the next day of the check engine lights being on and he put me in contact with the head mechanic who gave me the run around telling me to get it checked out by a mechanic near me before I came back to P.A. I did that and I placed him in contact with said mechanic. When I finally had him agree to have them review the problem I made arrangements to go to the bnrv's NY location. I was unable to make it to my appointment because my car had died upstate NY, which I called and told them about the situation. I was stranded 2.5 hours away in upstate NY. And had to rent a truck big enough to get the trailer home. I called the above manager and told him what had happened and he stated as long as I was able to  get it in writing from the mechanic shop that the problem was caused from the wiring job done by boat n rv, that they would be able to reimburse me. The head mechanic did ask me to go and take pictures but I explained to him I don't have a car to drive 2.5 hours away to take pictures. I then gave him the phone number to the shop and the shop manager told him over the phone that boat n rvs wiring job was in fact the cause of the problem because they did not properly ground the installation. After almost 3months of not having a car, the shop my car was at finally fixed the problem and gave me a receipt which on said receipt they wrote in plain English that the cause of the cars computer to burn out was a result of the faulty installation job. I'm not asking for anything more then the money I laid out. Whatever happened to a responsible company satisfying their customers and standing behind the slogan "the customer is always right?"
Regards,
[redacted]

I have searched our records by name, stock number and VIN. Our records indicate that we have not worked on this vehicle since September 2013 (almost 2 years ago). I am not sure whether the vehicle has been serviced elsewhere or whether the manufacturer has indicated any willingness to extend the...

warranty period, which expired one (1) year from the vehicle's in-service date. If our customer would like for us to look at the vehicle, we are happy to do so. However, having not seen this vehicle for almost two years, Boat-N-RV is not in any position to respond to the items referred to in this person's Complaint.

This customer contracted to purchase a travel trailer from our store in Tennessee. Boat-N-RV has a reasonable time in which to obtain financing on the terms proposed at the time of the original sale. Boat-N-RV did not have a response from the available third-party lenders until earlier today. We...

have reached out to our customer to obtain the necessary credit card information to process his refund as we do not maintain customers' credit card numbers.

Dear [redacted]:
The vehicle was at least 13 years old at the time of sale in June 2014. Boat-N-RV did state inspect this vehicle and also performed other routine inspections of the vehicle prior to sale. The vehicle operated satisfactorily at the time of sale and our customers accepted delivery of the vehicle. Following the maintenance work performed by our customers, the vehicle seems to be driving better.Also, back in August 2014, Boat-N-RV Superstore reached out to our customer and offered to accept the return of the tow dolly for the full $880.00 paid. Please let me know if you require any additional information to close this complaint.Warm Regards,THSThomas *. S[redacted] III,General Counsel2475 Westel RoadRockwood, TN 37854Phone: ###-###-####Fax: ###-###-####

We will be sending the customer a gift card for the [redacted] N RV store in the amount of $21.75 that is the cost for us to fill the Propane bottles.  If this is acceptable let me know.

[redacted] called in to our warranty/service department to
inquire about warranty on his RV battery.  [redacted] was informed that
batteries carry a one (1) year warranty from the...

date stamped on the
battery.  It was at  that time that [redacted] stated that his
battery was installed incorrectly in 2011 and that BNRV was responsible for
this.  [redacted] owns a fifth wheel travel trailer.  Batteries on
fifth wheels are installed at the factory by the manufacturer and carry a one
(1) year manufacturer warranty.  There is no coverage, at this point, for
[redacted]’s battery, and [redacted] will not assume responsibility for replacement
of his battery two and a half (2 1/2) years later.
 
As for the LP that [redacted] is also alleging was never
filled, 2 ½ years ago, [redacted] will not reimburse the customer monetarily, but
will, in good faith, give the customer a one-time propane refueling of two LP
bottles.  [redacted] can bring his LP bottles in to the service office
before December 31, 2014 and the two bottles will be filled at no charge to the
customer.

Do not buy anything from boat not rv! My camper is in service for warranty work for the second time and just purchased in april. I have called the service dept 3 times and called to talk to the Mgr 2 times and have not received a phone call back.

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 Complaint: [redacted]
I am rejecting this response because:This statement by boat n rv is absolutely false. I was given the run around from day one from mario the head mechanic, I was never given the option to come to the PA location. After constant complaining to the sales rep and to mario boat n rv argeed for me to come in the new York's location.  My car died just off of exit 109 on new york route 17. The kind people at thr service shop took my trailer to the campsite. I have a receipt stating in plain English that the problem was caused directly by boat n rv. Mario talked to the manager at the service center. $200 is an insult, thats barely covers the uhaul and gas. Ive never done business with a company that backs employees that fabricate lies and doesnt back their customers. I called boat n rv immediately when I realized ther problem and was given a song and dance by the lying head mechanic Mario. Mario said I would be fully reimbursed if I produced receipts which I have.
Regards,
[redacted]

Taking pictures of allegedly defective parts is not just extremely normal in the auto industry, but a required condition prior to payment under most vehicle warranties. Keeping replaced parts is also very normal. We requested that our customer return to our facility. He didn't. We made arrangements for the vehicle to be inspected at our facility in New York. He delivered his camper to a campground in Upstate NY and then took his vehicle some where else to be serviced. Boat-N-RV told him that work orders and pictures would be required. We never received any pictures and the repair order does not include the type of work which was suggested by the Complaint.We are still willing to tender $200.00 to our customer as a gesture of good will.

Review: I made an offer to purchase a 1997 Mallard travel trailer for the price of $4200 including tax, tag, and title. The only stipulation I made was that the trailer had to have a current state safety inspection and they had to pack the wheel bearings (which I was told would not be a problem because they do that on everything they sell). They accepted my offer and sent over the paperwork for me to sign but it said "As Is" so I called and spoke to [redacted] and her sales manager, [redacted], and both of them told me it would not be a problem and they would do both items so I wrote that the state safety inspection would be current and the wheel bearings would be packed on the contract documents prior to signing them and returning the documents to them. They didn't say that it was a problem and they set up a time for me to come into the dealership and pick up the unit. When I arrived at the dealership I was given the final documents to sign (which once again didn't state that the state safety inspection would be done or that the wheel bearings would be packed). I was told by the finance guy that once again it was not a problem because they provide current state safety inspections and pack the wheel bearings on all travel trailers they sell (and I saw on the contract that they were charging me $10 for "inspection") so I signed the documents and went out to hook up the trailer. As I was walking around the trailer I noticed the inspection sticker expired in 2011 so I went back inside and spoke to the General Manager, [redacted], and I was told that since I had the original contract documents that said that the wheel bearings would be packed and that the state safety inspection would be performed, that they would get it done and call me in a couple days once it was completed. After waiting a week I contacted them again today. I was told by [redacted], the sales manager, that they were not going to inspect the trailer or pack the wheel bearings because I'm not allowed to hand write on the contracts. They actually had the nerve to white out over where I had written that it would have the inspection and have the bearings packed. I still have the original document with my signature on it and the hand written information and I have email documentation showing that the file emailed to them included the hand written information. I told [redacted] that if they were not going to honor the contract that I expected them to refund the entire purchase price back to me. He told me that was not going to happen. He told me to just go in and pick up the unit because it was going to be really expensive for me if I tried to fight this. I told him that white outing over the information I wrote in made the contract null and void. He told me that I was not allowed to contact him anymore and that I should only contact their legal department (and as I'm not a lawyer I have no idea how to do that and don't want to hire a lawyer). I have a friend who is a lawyer and he suggested that I file a complaint with the Revdex.com and with the state attorney general so I am attempting that.Desired Settlement: I want them to either honor the verbal and written agreements and deliver the trailer with a current state safety inspection and with the wheel bearings packed OR I want them to refund the entire purchase amount so I can go find another trailer.

Business

Response:

**. [redacted] has taken delivery of the vehicle identified in this Complaint. I understand all matters to have been amicably resolved between **. [redacted] and our Pennsylvania store.

[redacted] III,

General Counsel

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

I purchased the unit with the verbal and written understanding that the unit would have a current Pennsylvania safety inspection sticker and the wheel bearings would be packed. I told the sales person the only items I wanted done to the unit were the current safety inspection sticker and to have the wheel bearings packed. They sent out the packet of paperwork for me to sign and it had a hand written stipulation of "As Is." Beside where it said As Is I wrote in "but, trailer must pass state inspection & have current sticker." I then signed the forms and emailed them back to the dealership to get everything processed. I wasn't told that it was going to be a problem or that anything was wrong at that point. We set up a date to pick up the trailer and I went in and signed the final paperwork. I wasn't worried because on the sales contract I was charged an inspection fee as part of the purchase price (I am attaching a copy of the original paperwork I signed and emailed in and the paperwork I signed at the dealership at the time of the scheduled pick up for your review). I went out and waited in the lobby for the unit to be ready and after about 30 minutes I was told that the unit was mine and I could go get it because I bought it "as is" and they weren't even going to show me how to use the weight distributing hitch. I went out and after about 30 minutes I was able to figure out how to get the hitch hooked up and as I was walking around the unit I noticed the state inspection sticker had expired in 2011. I went back inside and spoke to the GM of the Hamburg location. She called the TN location and spoke to them and told them I had the paperwork showing the unit was to be inspected and the wheel bearings were to be packed. She told me they could not do that work that day but they would call me on Tuesday or Wednesday of the next week and let me know when I could pick it up. The next week I received several phone calls from the sales manager in Tennessee telling me to just pick up the unit because they were not going to inspect it and I would just be wasting my time and money trying to fight it. I don't just give up when I know that I'm right and I have documentation proving it. I sent the notice to the Revdex.com and to the PA state attorney general's office. After a few weeks I decided to try something out so I went into the service department at [redacted] and asked them to inspect the trailer and to put on the current inspection sticker. When they inspected the trailer they found that it had a bad plug for hooking the trailer up to the vehicle and I had to pay a total of $93.97 for the inspection (that I already paid for on my contract) and the replacement parts that it needed to pass the inspection at the same location I had just purchased the unit from). I picked up the unit because I paid $4200 for the unit and I was told by [redacted] I was not getting my money back so my only option was to pick up the unit. I still am not satisfied and want my complaint resolved. If they will credit me back the $93.97 that I had to pay to get the unit road worthy I will withdraw my complaint. If they will not credit the amount back then I feel 100% that my complaint is valid and should stand as a permanent mark on their record with the Revdex.com.

You will also notice they refused to respond to the complaint until I had picked up the unit and then they tried to say that both parties were satisfied. That is a gross misrepresentation of the facts. Just because I chose to pick up my unit so I could use what I paid $4200 for does not mean that I feel that the complaint was resolved. Until I am refunded the $93.97 I will not be satisfied.

Thank you for your time,

Regards,

Business

Response:

[redacted] III <[email protected]>