Wilkins Recreational Vehicles, Inc.

To whom it may concern,VSC cancellations generally take 30-days to process. This one appears to be days old. I signed the paperwork today authorizing our check to the customer. In speaking with the customer, per my Business Manager Mark E***, Mr
*** acknowledges that we told him days plus to process. He also acknowledges that he did not try to call us for an update, but allegedly e-mailed us. We have not received any of those e-mails.Mr*** should see his check within 7-days and we consider this issue resolved.Sincerely,Brian WilkinsWilkins RV, Inc

I am copied below the response I have provided to Mr***'s on-line complaint. I believe this provides adequate responseRegarding his request for resolution. I have admitted, on multiple occasions, that there seems to be items we missed during our PDI that we should not
have. These items have been addressed with our technician. We are not willing to reimburse another service center to do an inspection of the vehicle. If Mr***'s believes that such an inspection is needed, we would recommend he bring the vehicle back to us, so that we can go through the vehicle with him. We would be open to reimbursing him gas expense for doing so. We are also not willing to replace the slide-topper awning fabrics at no charge as these are not a covered item under our warranty. We have offered to patch them, if the are patchable, at no cost to Mr***. We have also offered to replace them at our cost - with no charge to install the new fabrics(Parts only cost)We feel we have offered fair resolutions to Mr***. We have apologized for items missed, have stood behind everything that is covered by our warranty and more, but these resolutions have not been to his satisfactionSincerely, Brian *** Wilkins RV Mr***, First, as you can see from any of our review sites, we do not delete negative posts. We believe firmly in transparency and are comfortable with prospective customers seeing both the good and the bad with regard to our organization. We are rather proud of our track record when it comes to customer service and standing behind what we sell. We sell over 1,RV’s per year between our two locations and are very fortunate that negative reviews are the exception and something we do not feel we need to run from. That said, we also are not perfect and in our conversations together, I have never denied the fact that we have made some mistakes in our transaction with youThat said, we have tried to be very accommodating in order to make things right. Some of these accommodations, have led to some of the frustrations that followed them. For example When we delivered the coach to your house. Our preference would have been to have you pick up the vehicle so we could have had one of our technicians review the coach with you. We always feel this is a sound practice.When you came across needed repairs, we asked that you come back to us for those repairs. This is a requirement of our used RV warranty. We require this for two reasons; 1.) It allows us to see and learn from our mistakes2.) It is cheaper for us to repair things ourselves than to pay someone else to do the repair. This is important in order to keep our expenses in check so that we can offer you the best pricing when you are purchasing the vehicle. I even offered to cover some gas expense for you to bring it back to us. This was not convenient for you though and as a result, we agreed to work with you through a service center closer to youAs a result, as you mentioned, there were some parts hiccups that may have been avoided if we had the vehicle in front of usSo we have tried to be accommodating. We have covered any item that is covered by our used RV warranty (to date, we have covered in excess of $1,in such repairs), we have agreed to extend your used RV warranty and we did replace all six tires even though tires are not covered under our used RV warranty. We replaced the tires because you were right about the age of the tires. Based on our internal policy, those tires should have been replaced as part of our PDI. Unfortunately, that policy had not been trained properly within our service department causing the tires to get missed and causing Tim to initially deny coverage. As stated above, we have made some mistakes within our transaction with you, and unfortunately, this is an example of that. We will learn from this and get better. NOTE: The technician, when performing the PDI, inspected the tires based upon the parameters required to pass NY state inspection. NY state inspection does not fail tires based upon age, only on wear and condition. What has caused you to write this review is our decision to deny coverage on the damaged slide-out awning fabrics. Awning fabrics are not a covered item on our used RV warranty and is listed as a non-covered item on that warranty. Our used RV warranty is designed to cover the core functional items of the RV (i.eappliances, engine, drivetrain, etc.) and safety items. Slide-out awnings are neither. Although they are a good idea from a maintenance standpoint, they are not a required item. They are a luxury, not a need. For this reason, we do not cover slide-out awnings or their fabrics. That said, we did offer to assist you in this expense by offering to sell you the fabrics at our cost. In fact, I’d even be willing to install them for you at no cost. Again, an example of us trying to be fair and trying to work with you. I understand that this offer was not acceptable to you and the result is this review. We do apologize for the mistakes we have made and do apologize that you are not happy with your transaction with us. We will continue to do what we can to change that opinionBrian ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, Mr. Wilkins should understand that transactions with Mark E[redacted] prior to my requesting a refund through Mark, and the actual refund request were all handled by email and there was absolutely no problem with Mark receiving my email. There were about 3 to 4 of these exchanges between him and me. Conveniently when I tried to follow up with him after thirty days, with multiple emails, all of a sudden he can't receive my emails. I would like Brian Wilkins to know this and receive a copy of this for his benefit because I know that the ownership works hard to maintain customer relations. This selective receipt of email is highly unusual (unless he blocked my email or simply ignored it)as I can tell you from professional experience being a computer network administrator. Also as a computer expert I can tell you that emails that are not delivered are sent back to the sender. None of these emails to Mark was returned to me as undeliverable. So Mr. Wilkins I accept the fact that you acted very quickly when I filed my complaint, but also be aware that I warned Mark I would file a complaint with Revdex.com if he did not respond to me, which he did not. Also thank you for sending me the check overnight.
Regards,
[redacted]

I have reviewed this situation.  The coordination of obtaining parts pricing, getting an estimate to the insurance company, getting their approval, ordering the parts and obtaining the parts has taken longer than we expected.  John S[redacted] our Service Advisor overseeing the job, has been in...

contact with the customer.  There are some windows that we are waiting for, that are due to us May 25th.  At that point, we will work to complete the repairs as quickly as we can. We do apologize and feel bad that the repairs have taken longer than expected and will work diligently to complete them as quickly as possible. Sincerely,  Brian [redacted]Wilkins RV, Inc. President

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards, [redacted] This isn't acceptable because this entire process was handled poorly from the beginning. It took four weeks just to put together an estimate. The last complaint that was filed stated that all parts including the  windows should be in on may 25 Witch put this at a 4 week period. For some minor cosmetic damages it's now June 7 and they still don't have these windows from a brand new 2017 trailer so instead of two weeks  we're at six weeks and we can't even plan any trips because we don't know when we are getting our trailer back. We purchased this trailer last September with the intent of using it. A three month process is excessive and unacceptable and when we asked the manager what could he do to compensate us for this he didn't have anything to say and that's disappointing cause in a few years when we're looking to upgrade our  trailer it won't be at Wilkins

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,  [redacted]  Dear Revdex.com, I am pursuing this matter with the Attorney General. Unfortunately, larger companies like Brian [redacted]'s company can afford to get away with lied an accusations.And by the way, my WIFE [redacted] is NOT my PARTNER. As you can see this blatant discrimination against LGBT people is verifiable, especially since Mr. [redacted] says that I was praying. So, now it is religious discrimination as well.  Most of what Mr. [redacted] said were complete lies or fabrications of the truth, unfortunately. Is is sad that people continue to trust Brian [redacted] or his business. I have stated I have no personal vendetta against Brian Wilson. We just deserve our money refunded. And that is the end of the story.  Unlike for Mr. [redacted], who continued to attack us after our original complaint to the Revdex.com. Not only did we receive abuse from Ms. [redacted] and Negligence from Brian [redacted] and passive aggressive abuse from him while we were in contact with them, but now we are being subjected to it again. No one should have to endure this type of abuse from a company they bought something from, including our health abuse (toxic exposure to mold).  If Brian [redacted] was any type of business person, they would be polite to this Revdex.com response. This is only telling to others.  And, as to the matter of shaking hands, unfortunately that is other people's problem when they take offense to personal preferences that the people they have contact with have. :) Not mine. :)

We have completed the majority of the repair and the customer has picked up their vehicle.  There are a few items that need to be corrected, and we are working on those.  Denise [redacted], who is our General Manager of the Churchville location has been involved and is communicating with the customer.  We do feel bad and recognize some errors that were made on our end.  We do apologize for those and will work to bring the remaining items to conclusion as quickly as we can.  Sincerely,  Brian [redacted]  Wilkins RV, Inc.

I was first made aware of Ms. [redacted]’s situation on August 17, 2016.  My general manger, Denise [redacted] brought to my attention that Ms. [redacted] had been in the dealership expressing that they no longer wanted the motorhome (MH) and was asking that we purchase it back.  Ms. [redacted]...

explained that we do not buy back vehicles and that if there was a mold issue, it needed to be addressed in accordance with the manufacturer’s warranty.  Ms. [redacted] did not like that answer, she asked Ms. [redacted] to think about it over night and that she would come back to see her the next am.  When Ms. [redacted] came back the next morning, Ms. [redacted] had another situation that she had to attend to.  So Ms. [redacted] introduced Ms. [redacted] to myself, so that we could discuss the situation.  Ms. [redacted] started the conversation by immediately verbally attacking me for selling them this MH.  Her approach was completely out of line and unacceptable.  As things settled down a bit, we did discuss the MH.  She stated she could not bring the MH to us as it couldn’t be driven.  They had the MH parked at a nearby hotel.  I offered to go there to look at it and inspect the alleged mold.   After some further discussion, I explained to Ms. [redacted] that I felt her approach and attitude was completely out of line and unacceptable.  Apparently this upset her as she then turned to her partner, said “I’m done here,” and they both left and we, as a dealership, have never heard anything since.A few other notes – There are a couple statements made her by Ms. [redacted] that are untrue.Ms. [redacted] says we threatened legal action.  What would we pursue legally?  Ms. [redacted] was asking us to re-purchase the vehicle and we simply stated we don’t do that and that if there was an issue with the MH, we would repair it in accordance with the manufacturer’s warranty.Ms. [redacted] says she spoke calmly to me when she met me.  When I walked out to meet with Ms. [redacted] (she refused to come into the dealership), she refused to shake my hand, immediately put her hands into a praying position, and when done, stating that she was praying for god to have mercy on me and began to berate me for selling her the MH and “ruining her life.”Ms. [redacted] states that the MH was sitting on our lot since February 2016 “WINTERIZED” and then states “No wonder the mold had time to infest.”  Ms. [redacted] purchased the MH in July of 2016.  So it sat on our lot for five months.  The average turn time on an RV is 180 days.  RV’s can sit winterized for months, years, indefinitely. Antifreeze does not cause mold.  If she feels the mold infested while it sat on our lot, how did she not notice it when she looked at the vehicle?  How did she not notice it while she completed her two hour vehicle orientation?  How did she not notice it when she packed the vehicle for her trip across the country?  How had she not noticed it on August 11th, just seven days prior to our interaction, when she gave us a 5-star review on dealerrater.com? Why did she not mention the mold when she sent an e-mail to Shannon Wolfanger, our Business Manager, on August 16th, asking if they could stop in to pick up the license plates, in which she ended the e-mail stating “We are very excited!”Note, Ms. [redacted] took delivery of the vehicle on July 22nd.  So this alleged mold was either present on July 22nd, or developed in the four weeks they owned the vehicle.Regarding us lying about the title.  I have a receipt from the State of Connecticut dated August 15th showing receipt of our check for sales tax, dmv fees, etc.  If they didn’t get their title until November 11th, they might want to address that with the State of Connecticut DMV. Ms. [redacted] left her RV abandoned at the hotel I reference above. It is my understanding that the bank repossessed the vehicle there.   Ultimately, I question whether the vehicle really had mold.  We were never given the opportunity to inspect the vehicle.  There was mention at one point of mold on a privacy curtain.  Did the mold really spread from being non-existent, or at least non-noticeable on July 22nd, to being so bad on August 18th that the vehicle couldn’t be driven?  If it did, why was there never a call to the dealership explaining the issue?  Mold doesn’t just go from being non-existent to being so bad that you can’t even be in the vehicle.  At some point, it becomes noticeable.  Why, at that point, was the privacy curtain not just thrown in the trash? There are just too many things here that don’t add up.   In summary, we decline Ms. [redacted] request for a refund.  We feel this is an issue of buyer’s remorse and should have been handled more professional by Ms. [redacted].    Sincerely,   Brian [redacted]  President  [redacted] RV, Inc.