Trailer Hitch RV Center

"This customer was verbally abusive to our staff and has been dishonest in his recollection of eventsWe wish the customer no ill will be we have taken the highly unusual step of refusing this customer service at any point in the futureWe respect the Revdex.com process and appreciate their attempt to mitigate customer concerns." Regards, [redacted] H Trailer Hitch RV Center

Hello Mr. F[redacted]. We have been working behind the scenes on this issue.  I was unaware at the point of sale of the changes Solitude had made with regard to the refer fronts and the heated seats. Grand Design will be sending us replacement stainless steel refer fronts and the kit to install...

the heated theater seats. Our service department will be contacting you to arrange the installation of the two missing components. Thank you for your patience and we apologize for the inconvenience. M[redacted].

"This customer was verbally abusive to our staff and has been dishonest in his recollection of events. We wish the customer no ill will be we have taken the highly unusual step of refusing this customer service at any point in the future. We respect the Revdex.com process and appreciate their attempt to mitigate customer concerns."
Regards,[redacted] H
Trailer Hitch RV Center

As stated by the Business.  
0.0001pt;">Timeline of communications with the Customer. 2/18 - Took a $2000 non refundable deposit on a special order Grand Design Reflection Fifth wheel. Customer was told by our sales associate Arron Walch that the deposit was non refundable. 3/20 - Unit arrived from the factory. Unit checked in. Unit scheduled for prep.  3/22 - Unit prep completed 3/23 @ 1230pm -- Left voicemail for the Customer to call and set up his orientation. 4/2 @ 1130am -- Service dept spoke with the Customer and set orientation for Sat 4/18 @ 10am -- he confirmed he has a hitch and brake control and will need no tow gear. 4/14 @ 130pm -- Service Dept left voicemail for the Customer to call back to discuss postponing his orientation because parts are still needed to complete repairs to his coach. 4/15 @ 930am -- Left a second voicemail for the Customer to contact us to discuss parts needed and rescheduling the orientation. 4/17 @ 915am -- Spoke with the Customer and advised him about the parts needed -- gave him a time frame of roughly 2 weeks before we would receive the parts needed (he was not happy, but did understand; he requested that we call him back when the repairs are complete). 4/21 @ 120pm -- Left voicemail for the Customer to call me to discuss the repairs and time frame further. Never heard from the Customer.   With regards to the Customer’s concerns on the coach. 1.Decals pealing -- ordered and replaced, complete on 4/25   2. Shower enclosure panel broken -- the unit arrived with the panel broken, must of occurred in transit. This is not common, but it can happen if a piece of trim/metal has been installed in such a manner as to put pressure on the glass. This was a component issue, not damage.  Grand Design pulled a panel off the assembly line to expedite so we wouldn't have to wait several weeks -- complete on 4/28   3. The slide room had a component defect with the main ram to the motor. The right side of the slide room would not go out -- we tested and found the motor runs, the gear housing is ok and the manual crank shaft turns -- we had to remove the receiver hitch at the rear and the electric stabilizer jacks to drop the underbelly to complete the inspection and repair -- complete on 4/28   The Customer came to the Service Dept while the unit was torn down for repairs to the slide -- this is why he saw the unit in the condition he did.  There is nothing normal, nor is there anything out of the norm with regards to the repairs that were needed to his coach. Almost every new unit that comes through the Service Department has some adjustment, repair, or component replacement that is needed prior to a customer taking delivery. We were able to expedite the shipping and processing of the items for this unit and had the repairs complete 7 days following the time we advised the Customer about the concerns.   I truly don't believe there was anything that we here in the Service Department or that either the manufacturer of the coach, Grand Design, or the manufacturer of the slide system, LCI, could have done to make this go any  smoother.  Hopefully this helps explain what transpired.   Thank you, Trailer Hitch RV Regards, M.H. Trailer Hitch RV Center Nipomo, CA

Complaint: 11459343
I am rejecting this response because:
Trailer Hitch RV has failed to address the concerns that I outline in my original complaint. I could not tell if the Trailer Hitch response was sent by the RV Service Manager or the Sales Manager/Owner. I find that it is truly amazing that the respondent to my complaint turned their customer service issue around and attacked me. This company has over thirty complaints on yelp for poor customer service and has a track record of berating customers when it is Trailer Hitch that fails to perform as promised. All could be prevented if they would provide a written estimate and conduct business in a professional manner. How can Revdex.com, support a business that fails to provide the customer with an estimate or  invoice.
Regards,
W[redacted]

Complaint: 10599498
I am rejecting this response because: You say you received the unit and inspecteded it on 3/22? So what happened between then and 4/14. Oh one of your employees dropped the unit with the slide open? There is no precidence for California law supporting non- refundable deposit. Why? Because they are not legal. Now I have three hits on my credit, thats one a month from Cred Co auto.
Regards,
B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10723601 and also have talked to the trailer company.  It was agreed that Trailer Hitch RV will install new stainless refrigerator fronts, new stainless oven door, new stainless convection microwave and install heaters in the recliners.  This agreement is satisfactory to me.
Regards,
J[redacted]

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID 10669454, and find that this resolution is satisfactory to me.
Regards,
R[redacted]

Review: I special ordered a new 5th wheel, with dual pane windows. It is a 2015 Reflection 303 by Grand Design. Being a special order with this option Trailer Hitch required a non-refundable deposit of $2,000. It was to arrive in CA on the 22nd of March. They called the 2nd of April to tell me it was ready. I made an appointment for the 18th for my orientation. Took vacation and made camping reservations. They called me early in the week of my appointment and said there were some issues with the unit. The shower door was broke and there was a problem with the mechanical ram. These parts would take a couple weeks to get. Service department told me this was typical, probably just hit a bump in transit. I wasn't going to let that ruin my plans and loaded up my 2004 Lance slide in. I was excited to see the unit anyway. I was also curious, being a millwright I know mechanical rams don't just go bad. When I arrived at the dealership I was told it was at the service department and they were closed for the day. So I arrived at the service department the next day unannounced. I located my unit in their lot. The first thing I noticed was the slide out was cocked out about three inches on the bottom and only about an inch up top. The next thing I noticed was the graphics were rubbed off on the top and bottom rear corners of the slide out. Then I noticed that the underneath was buckled and hanging in spots. I took pictures of all the damage and went inside to talk with my salesman. He assured me that everything would be taken care of and it would be like new. I said that the slide was not square which would explain the ram not working. He explained that he was not not a technician but I would be taken care of. The next day I emailed my salesman explaining that if they hadn't caused the damage, then it happened in transit or was a manufacturing defect. A week later I was able to contact someone and was told it was a special order unit, so no refund because they would be stuck with a $40,000 unit.Desired Settlement: I just would like to be refunded my deposit. I ordered a new unit, not a damaged repaired unit. I do not feel comfortable with you telling me to contact your service department to see what kind of arrangement we can make. Bad business, I would prefer take my money elsewhere.

Business

Response:

As stated by the Business. Timeline of communications with the Customer. 2/18 - Took a $2000 non refundable deposit on a special order Grand Design Reflection Fifth wheel. Customer was told by our sales associate Arron Walch that the deposit was non refundable. 3/20 - Unit arrived from the factory. Unit checked in. Unit scheduled for prep. 3/22 - Unit prep completed 3/23 @ 1230pm -- Left voicemail for the Customer to call and set up his orientation. 4/2 @ 1130am -- Service dept spoke with the Customer and set orientation for Sat 4/18 @ 10am -- he confirmed he has a hitch and brake control and will need no tow gear. 4/14 @ 130pm -- Service Dept left voicemail for the Customer to call back to discuss postponing his orientation because parts are still needed to complete repairs to his coach. 4/15 @ 930am -- Left a second voicemail for the Customer to contact us to discuss parts needed and rescheduling the orientation. 4/17 @ 915am -- Spoke with the Customer and advised him about the parts needed -- gave him a time frame of roughly 2 weeks before we would receive the parts needed (he was not happy, but did understand; he requested that we call him back when the repairs are complete). 4/21 @ 120pm -- Left voicemail for the Customer to call me to discuss the repairs and time frame further. Never heard from the Customer. With regards to the Customer’s concerns on the coach. 1.Decals pealing -- ordered and replaced, complete on 4/25 2. Shower enclosure panel broken -- the unit arrived with the panel broken, must of occurred in transit. This is not common, but it can happen if a piece of trim/metal has been installed in such a manner as to put pressure on the glass. This was a component issue, not damage. Grand Design pulled a panel off the assembly line to expedite so we wouldn't have to wait several weeks -- complete on 4/28 3. The slide room had a component defect with the main ram to the motor. The right side of the slide room would not go out -- we tested and found the motor runs, the gear housing is ok and the manual crank shaft turns -- we had to remove the receiver hitch at the rear and the electric stabilizer jacks to drop the underbelly to complete the inspection and repair -- complete on 4/28 The Customer came to the Service Dept while the unit was torn down for repairs to the slide -- this is why he saw the unit in the condition he did. There is nothing normal, nor is there anything out of the norm with regards to the repairs that were needed to his coach. Almost every new unit that comes through the Service Department has some adjustment, repair, or component replacement that is needed prior to a customer taking delivery. We were able to expedite the shipping and processing of the items for this unit and had the repairs complete 7 days following the time we advised the Customer about the concerns. I truly don't believe there was anything that we here in the Service Department or that either the manufacturer of the coach, Grand Design, or the manufacturer of the slide system, LCI, could have done to make this go any smoother. Hopefully this helps explain what transpired. Thank you, Trailer Hitch RV Regards, M.H. Trailer Hitch RV Center Nipomo, CA

Consumer

Response:

Review: 10599498

I am rejecting this response because: You say you received the unit and inspecteded it on 3/22? So what happened between then and 4/14. Oh one of your employees dropped the unit with the slide open? There is no precidence for California law supporting non- refundable deposit. Why? Because they are not legal. Now I have three hits on my credit, thats one a month from Cred Co auto.

Regards,

B[redacted]

Business

Response:

We appreciate the Revdex.com's efforts assisting us in resolving Mr M[redacted]'s concern. Our management team had attempted to contact Mr M[redacted] on several different occasions prior to this complaint being filed in an effort to resolve his concerns. To be factual it was made quite clear at the onset to Mr M[redacted] that a factory special order on any new RV requires a non refundable $1000 deposit. The RV that Mr M[redacted] ordered is currently here at the dealership and ready to go just as he ordered. The shower door has been replaced by the manufacturer and the slide out component has also been replaced. With that being said it is not our desire to force our customers to purchase anything, regardless of circumstance. If Mr. M[redacted] would like to contact our office manager with his credit card information we can process his deposit in full within a few minutes. We are quite certain that we could have come to the same resolution if Mr M[redacted] would have simply returned the phone calls from our Manager when we found out he wanted to cancel the transaction. With that being said we hope Mr. M[redacted] finds this resolution satisfactory. We wish him the best of luck in his future RV endeavors and appreciate his consideration.

Consumer

Response:

Review: 10599498

I am rejecting this response because: If you have no objections to returning my deposit, that would be great. It seems though you are fighting over giving it back with Wells Fargo? I never felt comfortable with the descriction of the source of the damage. With that being said, it is hard for me to judge the extent of all damages. I live over 10 hours away, so future repairs would be an issue for me. I am sorry it has come this far. I was very excited about this transaction going through. If you could contact your financial institution and give them permission to return my $2,000 deposit. Then we can resolve this issue.

Regards,

B[redacted]

Review: I negotiated a deal to purchase a new fifth wheel trailer equipped with certain options. I was shown this trailer, agreed to purchase that specific trailer, and signed a contract to purchase that specific trailer that was shown to me for an agreed upon price. I was ultimately delivered a different trailer that was missing options that the trailer I agreed to purchase was equipped with. I have attempted to contact the dealership regarding the discrepancy however have had no response. At no time was I told I was to receive an inferior trailer with less options.Desired Settlement: I feel I should be given a refund for the cost difference of the missing options.

Business

Response:

Hello Mr. F[redacted]. We have been working behind the scenes on this issue. I was unaware at the point of sale of the changes Solitude had made with regard to the refer fronts and the heated seats. Grand Design will be sending us replacement stainless steel refer fronts and the kit to install the heated theater seats. Our service department will be contacting you to arrange the installation of the two missing components. Thank you for your patience and we apologize for the inconvenience. M[redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10723601 and also have talked to the trailer company. It was agreed that Trailer Hitch RV will install new stainless refrigerator fronts, new stainless oven door, new stainless convection microwave and install heaters in the recliners. This agreement is satisfactory to me.

Regards,

J[redacted]

Review: My wife and I were planning on buying a fifth wheel travel trailer. My wife's mother became ill. Do to the illness we had to cancel the purchase of the fifth wheel. We put a thousand dollars deposit down. When I went to the dealership tp cancel the purchase, I was charged $350.00 "labor" cost. I was told that the propane tanks were filled and the battery was charged. At the dealership they brag about no set up fees, yet they chose to charge me $350.00. I have since disputed the charge on my credit card. I will never buy anything from this dealership. To have the Revdex.com behind them is a JOKE.Desired Settlement: Credit my credit card the $ 350.00. I plan on going to small claims court, if the funds are not refunded.

Business

Response:

Please accept our apologies for the miscommunication regarding the refund. Mr fuller has been refunded all monies relating to his purchase and has been contact by the General Manager as a point of contact.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10669454, and find that this resolution is satisfactory to me.

Regards,

R[redacted]

Finally purchased the Lance 1685 we've been looking at forever! Mike, Paul and the staff in sales are just terrific. Super friendly and helpful, no pressure. Mike was fantastic in finding the best rate for us, working to the last minute to get another 0.75% off! And they DO have the best prices anywhere. Then we had Joe and Craig over at service do the setup and walk-through. Craig even diagnosed and fixed an electrical problem in our truck's wiring while we were there. These guys are just the best. If you're in the market, Trailer Hitch is the place!

Review: On August 15, 2015 my significant other, M[redacted] and I purchased a 2015 Coachman, Leprechaun RV that was previously owned. The vehicle had 42,000+ miles on the Ford engine. We were assured that the RV had been throughly checked out by the dealers service department and it worked perfectly. We did receive an orientation of the RV about how things work and things seemed fine. We planned to take our RV to a campground with electrical hook-ups for 4 days during the Labor holiday but before we left we discovered that the refrigerator wouldn't start. So we went to the service dealer and they discovered the refrigerator panel on the outside of the RV was filled with pine needles and melted insulation! Service people told us they cleaned it out and it was working fine. We then traveled about 550 miles round trip. The RV remained parked until October 9, 2015 when we took it 120 miles to Ventura. There was no electrical hook-ups available to us. The refrigerator would not stay on consistently and the built in generator would not start!The first appointment available to us at our dealer was October 26, 2015. They called us today and told us the 2 batteries in the RV were dry (no water) and we needed 2 new ones at $120 each plus $67.50 for labor! They also told us that the refrigerator panel that they told us was fixed was full of pine needles!Desired Settlement: We would like Trailer Hitch RV Center to buy the RV back from us. We suspect the RV is a lemon. In the event the RV Center will not take it back, we want a complete refund for the needed repairs.