Didn't get what you paid for? Lured into something for a certain price on the phone and then switched to a different price in person? Bought something that doesn't work?
We have become experts in getting our money back on things that weren't what they promised. It seems like it's across the board right now in all aspects of being a consumer. Leases, RV inspections, goods that you purchase at any store, dental procedures, etc.
We had called an RV Center in Silverdale Washington to do an RV inspection on the Pleasureway before we came up to buy it. The service manager promised a complete rv related inspection and that they would spend several hours going through all of the systems and making sure everything worked as it should and that there were no safety related issues. We paid over the phone with a credit card and he told us there were only a few things wrong like an old battery and the generator was surging from old gas. The rv had been sitting for awhile.
SO when we drove the Pleasureway home and began inspecting it we were a little ticked to find that they had put propane in the tank and then left it on and did not bother to note that the fuse for the LP/CO detector was missing. They also did not do a pressure test or even a visual inspection of the water system. The system was primed with antifreeze and the exterior shower wand had a major crack that spews water all over when you turn it on. The tire pressure was low and different in every tire. The toilet seat was loose to the point of hanging off with the fittings rolling around on the floor, the toilet caulking was loose and not sealed and there were a few other little things that weren't mentioned. However after finding all of these things we were not certain that anything was checked correctly and had little confidence in the inpsection.
We decided to put the screws to them and demand our money back. I, (Jerani) called up the center and asked to speak with the manager of the center. He came on the line and I asked him for his email address and that I had a complaint that I needed to send him. First rule-get it in writing! Explain the situation, be precise, don't use profanity or act like a lunatic, be nice and polite but very direct.
Letter I wrote-
This letter is to inform you of our experience with K the Service Manager at -------- RV in Silverdale Washington. I originally called ------RV and spoke to K about doing an inspection on a 2011 Pleasure-Way RV that we were interested in purchasing from a private owner. I asked him to do an inspection and he informed me that his tech would go through it thoroughly and look over all the systems and make sure everything was working properly. We were out of state and he knew that we were relying on his expertise to inform us of anything that needed attention. He made it sound like the tech was going to go over everything RV related and not do anything having to do with the engine. I had the owner drop off the RV on March 29, 2013 and leave it for the day. At the end of the day K called me and said they had found only a couple of things wrong like the battery and generator running rough from old gas.
We travelled up to Silverdale a couple of weeks later and picked up the Rv and drove it home to Portland Oregon. We have been going over the RV and have been shocked at what we've found. When the CC tech put propane in the Pleasure-Way to test it, he left it turned on. The owner of the RV drove it home in that condition which, as you know is very unsafe. Not only did he leave the propane on and flowing to a coach, he neglected to note on the inspection form that the CO/Propane detector was not working due to a fuse being missing from the very obvious fuse panel in the interior of the RV.
He was supposed to pressure test the water lines and obviously did not do it as there was antifreeze in all of the water lines. He passed the tire pressure on the inspection form even though the tire pressures were extremely low and different in all of the tires. Extremely low! Dangerous to drive. The exterior shower wand had a cracked fitting which was obvious just by opening the exterior bay. Nothing was noted on the inspection. The toilet seat was completely loose and one plastic fitting was off and rolling around in the bathroom area. The caulking around the base of the toilet is gapped and moving around obviously not making any kind of seal.
We can go on and on but the point has been made. We paid $257 for an RV inspection that we obviously did not get. Not only did we not get one, but we were delivered an RV that was in an extremely dangerous condition to drive. We feel our lives and the owner's life were in danger and are upset about it. We, at the least, would like our money refunded. And we thought you would want to know about your service manager's performance in his position. He is putting the business at risk and we are sure that is not how you want to operate the business. If you could let us know you received this letter and what your remediation will be we would be appreciative.
Thank you for your time!
From Manager-Thanks. I will discuss this with the service manager and get back to you.
Here are the followup letters-
From D & J after receiving a phone call from the service manager.
K called yesterday and had a lot of excuses about why things were not caught on the RV inspection but received a pass instead of a fail on the form. He said he was authorized to refund $50 to us. We don't really think that's fair. K misrepresented the RV inspection we thought we were going to get as thorough and going through everything RV related. Instead he failed to perform even a basic inspection correctly. That's bait and switch and not appropriate sales tactics. We don't have confidence that anything was checked properly and would like our money refunded. If you do not refund the money, we can and will file a complaint with the Wa State Attorney General and also the BBB. We will also contest the credit card charge and sort it out that way. We hope that you will do what's fair and in the future not oversell your RV inspections.
(Even though K called and tried to mitigate things on the phone I refused to negotiate or agree to anything with him on the phone. You don't know what the actual manager has told him and he has everything to lose here and is trying his best to smooth things over and keep our money. And you want to keep everything in writing to help you if you have to file a complaint.)
From the Manager-
David and Jerani We run the best RV center in the area. I don't like having unhappy customers so I will return the total amount even though I had people on the unit for at least 3 hours checking out the RV as you requested. I am sorry you feel slighted by our actions. We will learn from this and not have a problem from now on. Will mail the check out in the morning.
From D & J
(Keep it short and pleasant and don't gloat even though the temptation is to restate your case because the manager is a little ticked at refunding the money and is getting a few digs in, just let it ride. You've won! He can be mad and snarly but you still get your money. You never want to say or write anything that isn't professional that could be used as a way for him to justify not giving you your money back. It's hard to do because you're so pissed but believe me, to win is all the glory you need!)