ComplaintsforALL RV, Ltd.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased RV in January of 23, had since returned to dealer 3x for a leaking window. First repair, advised it was seal, second repair was damaged not assessed properly by dealer tech, 3rd repair-now being advised window popped out. Completely unacceptable when purchasing a brand new RV. These leaks caused mold damage and subjected my infant and family to black mold. The dealer is dragging their feet on repairs, the manufacturer is nothing short of useless. I’ve lost hundreds of dollars at this point on lost camping days, gas travel back and forth to dealer for repairs. My family has lost countless memories and trips due to this dealer and manufacturers poor products and poor customer service.

  Business response

  06/27/2023

  To whom it may concern:
  
  Please accept this summarized response to the claims against All RV, LTD made by the Customer. All photos, text exchanges, and emails referenced in this document and in the Full Timeline of Events included can be furnished upon request.
  
  The issues first began in April of 2023 when the Customer called and informed us of a leak in their camper Unit. This was during our slow time of year, so we were able to begin warranty repairs within days of the initial claim. The repairs took about two weeks to complete, and when the Customer came to pick up their Unit, they informed us of additional damages that we needed to repair, unbeknownst to us as these additional damages were not mentioned in previous conversations with the Customer or on the original work order.
  
  It took an additional four days to complete the new repairs, which were deemed acceptable by the Customer when she came to inspect the work was completed. At this point, the Customer’s Unit had been in the shop one time since the sale for a total of about 2.5 weeks. The Customer requested ALL RV deliver the Unit to their house after the repairs were completed, which we normally don’t do because transportation is not covered by warranty. However, we knew they were planning on camping the next day, and we wanted to make it right for them after experiencing this inconvenience. We agreed to deliver it after hours the following night. 
  
  On June 11th, 2023 I received a phone call from the Customer’s partner informing us that the Unit was leaking and that there was mold in the front bedroom. I told them I would speak to our technician when they came in and then call them back as soon as possible. Within about 30 minutes, I received a call from the Customer. They were extremely agitated, yelling, and using profanity. 
  
  They said they would be dropping off the Unit and not picking it back up, refusing my attempts to schedule a time where we could prepare for and receive their Unit as well as my attempt to schedule an inspection and eventual repair. They expected to be reimbursed for the camper and loss of use and stated their attorney would be in contact with us. 
  
  I asked them if they’d be dropping the Unit off before 5:00pm, and they said yes. I told them in the meantime I would contact ** about their request for a reimbursement, as they are the manufacturer of the camper, and I am not authorized to approve their reimbursement request. Unfortunately, I could not speak to them more about the situation because they were so distraught and using abusive language.
  
  Their Unit was not dropped off by the time we closed the shop at 5:00pm that day, but it was there the next morning. It was dropped off sometime between 5:00pm on 6/11/23 and 8:30am on 6/12/23, which is the second time it had been at the shop since its sale.
  
  On the following business day, the manufacturer, **, advised that in very rare cases, the front windshield could be faulty, and the frame could be separated from the glass. This was one such rare case. ** advised ALL RV how to inspect the windshield frame to check for separation. All RV inspected the Unit with this new knowledge and confirmed with ** that the windshield is defective and in need of a full replacement. 
  
  ** reviewed the current issue, along with the previous repairs, pictures, and warranty claim and confirmed that no errors were made by All RV with the initial repair. Please see attached warranty claim and timeline for a detailed history of the previous repairs done by ALL RV.  
  
  This Customer’s issue is due to a faulty windshield and therefore a manufacturer’s defect, which is covered by the manufacturer’s warranty. 
  
  During the time between 6/12/23 and 6/26/23 ALL RV worked with the ** ******* ******* ********** in conjunction with the Customer to try to resolve this issue. Both the ** ******* ******* ********** and I had several conversations with the Customer via email and phone advising that we’ve pin-pointed the root problem and had a defined path to resolve the issue once and for all. I made several attempts to have the Customer sign an authorization form giving us permission to work on the repairs, but they refused for several days.
  
  On 6/16/23 the Customer emailed ALL RV authorization for repair. After receiving authorization, ALL RV spoke with the ** Service Advisor who authorized replacement of all the stained wood, per the Customer’s request. The repair would need to be thoroughly assessed, and the restoration would be a very lengthy process. Unfortunately, ALL RV’s schedule would not allow for that type of work until October 2023 at the earliest. Due to that fact and the fact that the Customer had already said on multiple occasions that they do not trust All RV to make any further repairs on their Unit, we assumed that she would not be a happy with that resolution.
  
  The ** Service Advisor was able to locate a dealer to facilitate repairs in a timelier manner. ******** ******* ***** agreed to accept the Unit for service, but the Customer was not happy with that resolution because of the 1 hour and 15 minute distance from her home. She demanded that ** find a closer location. 
  
  At this point, ** is working directly with the Customer to facilitate the repair of the faulty windshield that is covered by the manufacturer’s warranty. As of Tuesday 6/27/23, the Customer’s Unit was removed from ALL RV’s property without our knowledge. ALL RV is closed every Monday and Tuesday, so we are not certain who picked up the unit, but we know ** was working with the Customer to have their Unit transported to ******** ******* ***** for service. 

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