Wagner's R.V. Center, Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I don't know who Mr*** is, but I arrived at the dealership with my husband, *** ***When we spoke to *** a few months ago, he informed us that since they are a Crossroads dealer(Rezerve is made by Crossroads) that they would take care of the warrantee work, but could not do it until after the high seasonWe were scheduled for Sept29,at 11AMWe were told this was the earliest they could do it, so we agreed to the appointmentI don't what else to say other than it seems as though my appointment was superseded by Mr***'s PumaI have no argument with Wagner's policy of taking care of their customer first, but the service department never should have booked our work if they were not going to service our rvAt the very least, they should have informed us of the cancellation of our appointmentI am disappointed in the outcome of my complaint as I feel that Wagner's is in simple denial of the entire situation
Cordially,
*** ***

I apologize for the delay, however, I was out of the office last week and although I read the complaint from the 16th I was not able to gather the information to respond to this complaint until I was back at my desk today. First of all, please make note that this unit was purchased
fromWagner’s Trailer Sales, Inc. (not Wagner’s RV Center, Inc.)… but since we are sister corporations we are aware of this unit and intend to follwith Mr*** to resolve the issues. Mr*** left me a voice mail on Monday the 16th but since I was not in the office did not know anything about the message or listen to this message until today. I called and spoke with Mr*** this afternoon to let him know that his message was not being ignored, but rather was not heard until today. We acknowledge that there was an electrical issue that was not corrected when it was picked up from the dealership the first two times, thus the reason that Wagner’s Trailer Sales issued Mr*** a check for $to help cover his gas and his time when he picked the unit up in December. It was at that time that apparently the brake control plug was sending a fault message to the truck. Our staff member adjusted the pins as a solution in order to correct the problem and get Mr*** on the road. Adjusting the pins is a better solution than replacing the end of the cord because cutting the cord breaks the seal and can potentially expose the wires to the elements. It appears that Mr*** would like us to submit a claim to Jayco to replace the entire cord from the junction box forward and we are willing to request that Jayco replace the cord. Our service manager spoke directly with Jayco before and after the repair and he was the technician that repaired the electrical issue prior to Mr*** picking it up in December. He was sure that the complaint that Mr*** had at the time was fully resolved. Upon reading the Revdex.com complaint it appears that there are a couple additional electrical issues that may or may not be related to the first issue and might be partly a misunderstanding as to how the slide-out power system works because the slide-outs are supposed to work when the unit is connected to the vehicle or to a wall outlet. We do not believe that the dealership did anything to bypass the fuse, however, we will work with Mr*** to resolve all of the issues that he has with the unit. As for the leak in the slide-out, this is a new problem reported to the dealership on January 14th when the unit was dropped off at the dealership. Based on Mr*** complaint, a claim has been filed with Jayco requesting that the mattress and headboard be replaced. In addition the unit was tested, repaired, and tested again to make sure that the leak is repaired and that the leak left no residual effects on the unit. When I spoke to Mr*** this afternoon I explained that I would put him on a call with the service manager and/or the owner to make sure that there are no misunderstandings with regard to the items that are in need of repair. In addition we will make arrangements to walk thru the unit with Mr*** to review the repairs and make sure that everything is repaired to his satisfaction prior to leaving the dealership. It is, and always was, our intention to make sure that Mr*** unit is repaired to Manufacturer standards and feel that once repaired this unit will be able to provide many years of comfortable camping. Please let me know if I missed anything or if the customer would like additional follthru the Revdex.com rather than working directly with our personnel at the dealership. Sincerely, ***Wagner's RV Center, Inc.Wagner’s Trailer Sales, Inc.920-434-(phone)920-676-(cell)

Our records show that this appointment was made in the name of *** *** from Montello for his Puma 26RLSS that was purchased from us in August of 2013. We were happy to service Mr*** Puma which was still under warranty when the appointment was made and Puma is
very easy to work with even if the repairs are made during the month after the warranty date. In addition, some of the problems that *** noted (when the appointment was made) are items that we routinely fix under our goodwill policy for customers who purchase their units from us. When Mr*** and Ms*** drove in with a new CrossRoads ReZerve unit we were shocked that they arrived in the yard requesting warranty work on a unit that we don't even sell. *** had no choice but to turn them away for the following reasons: 1) the repairs they requested are items that can only be claimed under warranty by the selling dealer (or a dealer who sells the brand) and we were not an authorized dealer for the ReZerve brand; 2) some of the requested repairs are goodwill items or adjustments that we would not be compensated for; and 3) our service department was already overloaded with units that were purchased from us and those customers must be given priority. *** explained to *** and *** that the repairs that they were requesting needed to be made by the selling dealer and claimed under warranty by a dealer who sells the ReZerve product. In fact, some of these items receive a very limited amount of warranty compensation, but for units that we sell we are willing to spend the uncompensated time because they purchased the unit from us and we feel that it's our responsibility to take care of the customer. The dealer that sold this unit to *** and *** likely has the same policy in place at their dealership. We are not sure why they would choose to travel to us rather than take this unit back to the selling dealer. We are very sorry that Mr*** and Ms*** spent one day and miles traveling to our dealership, but we were not aware that they switched units or we would not have scheduled the appointment. We are sure that our customers who purchase their units from us would appreciate receiving priority over those who purchase brands that we do not even sell from another dealer. We sincerely hope that the dealer who sold them their unit will take care of their problems and recommend that they schedule their service at that dealership in the future

From: *** ***Date: Mon, Feb 8, at 12:PMSubject: RE: The Revdex.com of Wisconsin has received a customer comment regarding complaint #***.To: Revdex.com

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. As long as the $refund check is delivered and valid:I would like to thank Wagners Rv for resolving this matterCongratulations also on years in business! With that being said, I would assume Wagner's has made it this long in business by keeping good recordsFortunately for Wagners, we have kept records and would be glad to show them when we have contacted them and when they have contacted usOn that point, we never received ANY copies of said contract, as it was being financed and were waiting on approvalOnce the terms of the approval were not satisfactory to us (and according to the sales agent, we would receive a refund if not satisfactory) we contacted Wagners to receive our $hold backAfter numerous unanswered phone calls, we were finally told that according to the contract we were binding on the sale and forfeit the $I had asked for a copy of said contract, as we don't ever recall seeing anything on forfeiting the $The copy has never comeI appreciate Wagner's assuming that we settled on the same terms, but on a different camper from a different dealer, but again, they are assumingAgain, Wagner's doesn't get to decide what is acceptable to us, and what is notI would also like them to know that as far as customer service goes, they need to change their policy/procedure when it comes to their salesmen and contractsThey should not verbally guarantee to return/refund a deposit if that is not what they will doThey should be going through the "details" of contracts with consumers when signing, as opposed to just having them sign in the box and move on to the next saleLastly, they should not be taking the word of a third party as gospel, instead of contacting the customer themselves
Regards,
*** ***

Mr*** and our sales department have been corresponding via email and the last email from Mr*** that we have on record reads:"I talked with my wife and we would like to go ahead with the deal please get in in cooper we can drop off our unit as a down payment I certainly think we have earned a little trust in this area and can you find out specifics on having one with jayco factory tv we would like to know what brand they use is it led hd tv". Based on that correspondence we feel that the issue is resolved

I am writing to let you know that my complaint against Wagner’s R.VCenter has been resolved as of today 4-13-They ended up giving us a different color we like and no leather couchI sent a complaint in last night ID #*** April 12, My husband went down to there RV Center this
morning and they showed him this other color which we both agreed was okayNot sure what to do about the complaint I just filed so I decided to sent an email firstI will also try calling in the morning.My husband went to Wagner’s today and our complaint was resolvedWe are getting a color we like and have agreed to take itI was not sure what to do with my complaint ID #***We feel that that this was a good compromiseI am sorry to have bothered the Revdex.com since we got the issue resolved so quicklyI just didn’t know where to turnIf you have any questions please call me.Thank You,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***

Mr*** picked up his unit todayand we paid him the $that we thought he received the first time. Mr*** is still not comfortable with this unit because he found small problems with the unit when he looked at it that were new issues not on the work order. The first is a small light on the electric jack that is likely a light bulb related issue and easily resolved. He stated that the light worked when he dropped it off and since we use a tractor to move the unit we never had the chance to see that it was not working. The second was a toggle switch that is loose and also not addressed on the work order and not noticed by our technicians. This issue is easily resolved by securing the switch. A third issue is that some small blue door prop that was holding the refrigerator door open is apparently missingwe can get him a new one. Mr*** is still thinking that he might want to trade this 2016 unit in for a model, and we will quote him a price to do this, however, he needs to be aware that there will be a price difference to upgrade. He stated that he may call and speak with the sales department tomorrow. We would like to offer a complementary service call to Mr*** to fix the couple small issues so that he does not have to make an additional trip to the dealership. We are positive that this unit will be problem free for the camping season

Please note that the exact date on the purchase contract was July 25, 2017. This is the same date the contract was signed by both the customer and the dealer. This contract does not indicate a financing contingency; it is clearly marked as a cash transaction Although
Wagner’s RV introduced the customer to the finance company, the customer was not required to purchase a camper from Wagner’s RV in order to finance with that company, nor was she required to finance at all. The customer states in her complaint that she notified us on the 29th, days later, that they could not afford the payments. We have less expensive campers on our lot, however, as she stated in the complaint, the customer had already negotiated a purchase contract with another dealer, financing with the finance company we referred her to, likely with similar termsThe penalty as shown on the face of the purchase contract states “if cancellation is initiated after hours from acceptance by the dealer, the amount forfeited is 5% of the total cash price of the recreation vehicle”. A calculation of this penalty results in $1,(5% x $24,149). The salesman explained that although we have the right to request the full cancellation fee we will keep the $deposit and not request additional funds from the customer. The reason that purchase contracts are signed by both parties is to insure that both parties have a clear understanding of the deal that was negotiated. We realize that embellishing the story provides for better reading, however, we do not believe that *** statements are an accurate statement of the events that occurred. Our error is that we did not maintain detailed records of successful and unsuccessful attempts to contact the customer. Regardless, we have issued a refund in an effort to close this complaint. A refund check for $addressed to the customer was mailed by US certified mail the morning of October 18,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI want to start by saying my timeline and response was incredibly accurate as I have written down all contact and have nothing to lie about in this matter. What would my benefit be to lie about any of this? Our contact with *** is just as I stated in earlier posts. Non-existent as I have previously statedMy husband and I have done all of this together so there is no "he said, she said" with Wagner's RVIt shows the businesses true colors by trying to plot my husband and I against one another in this matter. But, I should expect that from them. Although I see that they are trying anything to deviate from the actual cause at hand again, blaming the customersI do know the insurance companies are working together to get this resolved, but rest assured to those who choose to buy from Wagner's; You will not be taken care of, you are a customer who enters and leaves, after that, they will treat you as they have me in these past responses. I am an honest, trustworthy person who is telling the entire truth about all of these matters. Whether or not Wagner’s is at fault, these events have taken place. It is black and white. It is truly a shame they treat their "customers" this way. My social media posts and reviews are honest. It is what happened. There is no way around that. Should the brake control not be the cause of the fire, I will not remove posts but simply edit them, saying the fire was not their fault but their poor customer service and untrustworthiness with lies is entirely accurate. Wagner's RV is not a good place to purchase a camper, get service, etc. That is my opinion and that will not change. Buyers need to be aware of how and where they spend their hard earned money Lastly, don’t go by my review alone, take a look at others who have had bad experiences. On more than one occasion customers have said they are not truthful and deceive their customers whether in product or otherwise I will await the final decision from the insurance companies and I will continue to tell the truth about what I believed happened and stand by my timeline of events. Regards, Amber ***

When we spoke with Mrs*** on January 11th she insisted that she wanted to speak with MrWagner and was told that MrWagner was out of town on business for the entire week. Mrs*** had not yet met with her insurance company and we asked that her insurance company contact us so
that we could put her insurance company in touch with our insurance company. Mrs*** was understandably very upset, after all this was within hours after she woke up to something that could have been more tragic than it was. There was nothing we could say to Mrs*** at that point in time that could satisfy her. Our Sales Manager, ***, called and spoke with Mr*** a couple days later and was told by Mr*** that they were not asking us for anything, but that he wanted to put us on notice that their insurance company would be contacting us. *** thanked Mr*** for the information and said that we would wait for the insurance company to call.Mr*** arrived at the store on Monday, January 18th to drop off pictures, the police report, and a two page letter to the company that asked Wagner’s RV to compensate them for damages. MrWagner returned to the store Monday afternoon, reviewed the information that was dropped off and directed *** to follow up with Mr***. MrWagner delegates customer matters to *** who is a long-term employee and manager, and is easily reached at the store. On Tuesday morning *** called Mr*** to clarify that the insurance company was going to follow up with us, because the letter that Mr*** dropped off did not seem to be consistent with the conversation that he had with Mr*** the previous week. Mr*** stated that they had deductibles, missed work and incurred other expenses that he felt Wagner’s RV should reimburse them for without allowing the insurance companies to follow the procedures that insurance companies require. *** explained that we could not bypass our insurance company, but we would call the agent right away without waiting for their insurance company to contact us first.Immediately after *** spoke with Mr*** on the 19th we contacted our insurance agent and provided a copy of the information to the agent. The agent called Mrs*** on the 20th to let her know that he would be communicating with the insurance company and to ask for additional information (including the name of their insurance company as we had still not heard from them). We believe that the insurance company will follow up with due diligence.Although Wagner’s RV empathizes with Mrs***, we cannot simply write a check when an insurance policy is in place. We have insurance coverage to protect our customers in the event one of our employees made a mistake. The insurance company requires that we notify them and allow the adjusters to determine the cause of the casualty, because if they determine that Wagner’s RV is at fault Mrand Mrs*** will be compensated for all of the items that they list in the letter. At this point, the only determination of fault has been by Mrand Mrs*** who are not automotive wiring experts. They are not taking into consideration that a road hazard or snow/ice chunk could have disturbed wiring below the vehicle causing the wiring that worked fine for months to suddenly short out and start a fire. Even though brake controls have breakers, fuses, and other protective devices included in the components, it is possible that something malfunctioned. In all of our years of business we have not heard about or experienced a break control causing a fire in any customer vehicle, but it’s possible that this is a first. If Wagner’s RV is determined to be at fault we will make sure that Mrand Mrs*** are reimbursed for the expenses listed in the letter, however, we ask that the adjusters are permitted to do their job.***Wagner's RV Center, Inc.920-434-(phone)920-676-(cell)

Please call the customer… this was resolved yesterday… ***Wagner's RV Center, Inc.920-434-(phone)920-676-(cell)

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
*** ***