Company refused to work with us on a clearly warranty issue because "they are no longer building towables" and dont care.
We purchased an R-vision trail lite trek RV 3/27/13. Apparently Allied has bought out the original manufacturer. We had a stabilizer jack and the supports for the dinette bed fail in the same weekend (April 4 - 7) 2014. While I understand this is a week out of warranty, the "new" parent company no longer sees "good will" as an issue as they are no longer apparently building trailers and according to the impression I got from ****** ****** proud of the fact.
According to the dealer that we bought the trailer from, their technician found that not only did the stabilizer fail from improper installation, the tech stated in the work order "all 4 jacks are insufficiently supported" He recommended all 4 jacks be removed and properly installed, requiring 2.5 hours of labor (at ********* This would allow them to weld in support and replace 1 damaged jack.
As to the dinnete failure, the tech stated "improperly installed to provide proper support - mount screws were too short as well" (they were only 2-1.25" screws (my approximation)holding each support in. The tech recommended "removing and replacing COMPLETE support using bigger stronger support". They also had to make new Stiles for the support (1.0 hr labor).
The original quote for all repairs has approximately ***** In the end the dinette support was completely rebuilt and replaced by the dealer and they "paid" for it out of good will. Because of the "poor" initial installation and mounting, the dealer was unable to install a new support for the new jack, and had to us the original mounting bracket and was only able to replace all of the mounting bolts on the remaining jacks and "lubricate and test all jack play - jacks are now much more secured - the only movement remains is the normal play in the jack mechanism" (as opposed to previously moving at the jack mount instead).
I can tell a HUGE difference in the amount of play in the jacks. As this was our first trailer, I assumed the previous "movement" of the jacks were normal, only to find out (now) the true "action" of the jack.
When I spoke with Mr. ****** he had the audacity to tell me that stabilization Jacks are meant to move. When I told the service writer that, he commented that they are stabilizers they aren't meant to move at the mounting point.
This company not only blew me off in a callous and un-caring manner, they also basically told the dealer (twice) there was no way they were accepting responsibility or covering any portion of the failure.
This trailer was just over a year old. At the very least the dinette should not have failed after a year. But the fact that the dealer was willing to cover it at their expense and "parent" manufacturing company basically blew us all off tells me volumes.
Mr. Spike was unprofessional and disrespectful in his "ho-hum" relation of how callously they "shut down" all trailer operations and laid everyone off so "We dont have a goodwill account" and basically dont care about bad mouthing of our product.
I would like to see Allied, reimburse the dealer that serviced this issue and covered some of the repairs out of their own pocket (approximately ****** I would like to have the company pay for the repairs I paid for out of pocket, ******** I would also like to have them allow Curtis to actually replace the other three jacks as well in whatever manner they feel is appropriate.
And I would like a written apology from Mr ***** for his calloused attitude and some disciplinary action taken (possible requiring a class in customer support).
May 2, 2014
BBB of Northern Indiana
4011 Parnell Avenue
Fort Wayne, IN 46805
Re: BBB Case XXXXXXXX
To Whom It May Concern:
Allied Recreation Group (f/k/a Monaco RV, LLC) has received the consumer complaint referred
to in case XXXXXXXX. The complaint references issues with the stabilizer jacks and dinette bed
which occurred after the expiration of R-Vision's limited warranty.
Upon investigation, we found that Mr. ***** spoke with the consumer about the failure of the
stabilizer jack and found that the consumer used the stabilizer jacks in a manner inconsistent
with the their purpose as outlined the vehicle owner's manual. The misuse caused one stabilizer
jack to bend at the mounting bracket. ****** ******** therefore charged the consumer for the
According to our records, ****** ******** had previously been paid by Monaco RV, LLC to
remedy the stability of the dinette bed supports. ****** ******** did not charge the consumer for
the repair to the dinette bed.
We never like to hear that a consumer is unhappy. However, in this case, we feel our actions and
decisions conform to our warranty policies. Please contact us directly at (XXX) XXX-XXXX if there
are further questions or comments.
(The consumer indicated he/she DID NOT accept the response from the business.)
I find Ms. ****** response extremely insensitive and disrespectful. She states that Mr. ***** found that we used the jacks in a manner inconsistent with the purposes. The only way we could have used them inconsistently would have been if we used them for "raising" or leveling the trailer we did not. I have pictures of how the other three were used as proof of proper use. Their manual states to use blocks under the jacks and tires for leveling and stablizing. We had one block under the tires on the slide out side with chocking front and back. We had one block under all fours jacks and ran them down to snug. There were multiple blocks under the tongue jack to allow for additional room. So there was NO misuse of the jacks. Her comment flies in the face of Expert technicians that stated the jacks were improperly installed and did not meet specifications.
As to the dinette support, I have called ****** and verified there was NEVER ANY PRIOR work done to the dinette. This trail had several issues prior to our purchasing the trailer. According to the records my service writer had access to, prior to our taking ownership of this vehicle they had to do the following: Work on the roadside compartment door as it rubbed; the tv bracket was not secure; the range hood light was inoperative and the spare tire cover was damaged. This prior to us having a significant leak around the water heater exterior panel that caused water to leak into the trailer, the seal on the shower failing, a side panel that was damaged to prior to being installed was actually being installed and us (with ******* having to fight to get the manufacturer to pay to replace it.
There is NO indication of ****** having done anything on the Dinette prior to this incident and there is no reason to believe it was ever done. I find Ms. Brooks response on this entire issue typical of big business and failing to understand true customer service.
****** trailer didnt charge me for the Dinette because they could not believe that the manufacturer would not honor something that in their opinion/experience was clearly a failure on the part of the Manufacturer. If we had truly misused the jacks (as this was our 6th trip not to mention using it in the driveway for guests several times) they would have failed far sooner than this. Curtis paid for it because they clearly understand what customer service truly is and they want to keep their customers happy.
****** ******** unlike ARG knows what a true customer based business model looks like and how to ensure repeat customers.
We are talking a total of **** if everything had been done the way ****** recommended. In a company the size of ARG and the "good reputation" and "good will" they would have gotten by simply saying "while this is outside of the warranty, we will honor the warranty this time and cover the repairs", this cost would not even be a drop in the bucket
Mr. ******** comments that they are no longer making towables so they have no "goodwill" is completely shocking and totally consistent with a company that is more interested in keeping money for the owners/stockholders than they are with repeat customers.
I found him flip and dismissing. He stated the reason he was denying this was; because his parents had the exact same thing happen and he knew what caused it so we had to have used them improperly. I have been camping for decades and I think I know how to set up equipment. He callously (and rather proudly) spoke of how they closed the towable plants and laid everyone off. He had his mind decided before he even talked to me and I was wasting his time.
They may not be making towables any more, but if they have the same lack of care in their coaches that they did with their towables, they wont be in business long. I will make sure that I relay this experience to everyone that I know that has or is considering buying coaches (and I have several)and I will make sure to tell them to take their business elsewhere.
This could have been so easy and a MAJOR win for this company, but they chose to go the other way. I asked for them to reimburse ****** for their goodwill and, at a minimum, my out of pocket expense.
I am still asking for it and I believe I have the proof of the poor craftsmanship done on this trailer and the work orders to prove that this was a manufacturer issue and the dinette had not been worked on. I have more than enough proof to take this to small claims court and in Washington lawyers are not allowed in small claims court. If I choose to take this to court it will cost them a lot more than what I am asking for because I will include all the time I had to take resolve this issue, and the actual cost that should have been incurred for proper repairs.
I ask Ms. ****** to reconsider her decision and all of the elements involved. This is a spit in the bucket.
Final Business Response
Allied Recreation Group (f/k/a **************) has received the consumer's rebuttal referred to in case ********. We have contacted the consumer directly and were able to reach an amicable resolution. The consumer will be reimbursed $****** for out of pocket expenses related to the jack repair that was performed by ***************.
Please contact us directly at (************* if there are further questions or comments.
Dispute Resolution Administrator