Sent copies 2/7/20 with to the Better Business Bureau.
Greetings Aaron,
Colleen from the Better Business Bureau informed me that you’d like a detailed account of our experience with Desert AutoPlex sales and service departments. Below is the background of who we are, how we reached a decision to purchase our RV, what was promised, and what was delivered. However, before you go through the documentation of the months of hell that we experienced, I would like to propose a simple resolution.
So this is what I’d like to propose: send us a check for $1,590. This will pay for the dishwasher, while I will pay to have it professionally installed, and reimburse me for storage and servicing the washer.
The prior agreed-upon storage fees: $685.00
Reimburse the service call to fix the washer: $120.00
Replace the dishwasher in the kitchen area: $785.00 (estimated cost from Amazon.)
I Look forward to hearing from you,
Janet and Paul Kennedy
Mesa, AZ 85201
Below is the story of the Phantom RV:
Where you buy your RV is just as crucial as the RV you pick. We believe in buying local and establishing an after-sales relationship; that’s why we didn’t purchase our RV from Couch’s RV Nation in Ohio or JR Motors in Lake Havasu.
Buying a new RV is a one-off type of purchase — my daughter sold Luxury RVs in the Bay Area and that dealership sold 4-5 new RVs every weekend. I’m sure that Arizona has a different demographic and I don’t know your sales close rate, but I’m sure that it isn’t every day that someone walks in and says “take my money, I want to purchase a $120K RV.”
I used to sell premium domains for GoDaddy. My last domain sale was for $$$K; I handled the sale, worked with Fraud Prevention to secure the payment, followed up with the seller to make sure the domain was transferred, and contacted the customer every 72 hours until the domain was correctly registered. Now, don’t get me wrong, the commission on that was sale great – but the bonus on reoccurring services was better.
Branding by word of mouth advertising is also an important factor for any business. My GoDaddy team members were very interested in my RV and the purchase process. We even joked that it was a “Phantom RV” because of the delivery delays. Three of those co-workers actually purchased new RVs.
However, I couldn’t recommend your dealership and I know that they didn’t purchase them with you.
The service/product after-sale also plays an integral part in the bottom line revenue. That is why you offer a $50 gift certificate to get them in the parts department door. We’ve planned a lot of future purchases that we will be going elsewhere for—installing 4 solar panels with 4 deep cycling lithium batteries, a 7500 watt generator, vent fan covers, a portable water filter, and a water softener. I estimate that you’ve lost a potential $15K in product sales and at least 10 hours of service revenue – we will NOT be going to DAP because we have tried to get our service issues resolved for over 1 year.
We have tried everything to get the work done: we called 109 times in 2018-2019 and we have received 13 returned calls from DAP. We have sent 56 emails and received 5 emails from DAP. Keep in mind that the service department is open 6 days a week, so my success rate in getting a response was less than 6%.
So here’s what happened with my RV purchase:
We ordered our RV in May 2018, working with Justin (General Manager) to request the Forest River Riverstone 39FKTH RV. This model has the mandatory “The Riverstone Luxury Package”. This package includes a Fischer Paykay dishwasher.
https://forestriverinc.com/rvs/fifth-wheels/riverstone?RegionSelected=1#specifications
We indicated that we did not want the dishwasher and Justin assured us that the dishwasher could be removed by the manufacturer and the cabinet would be finished out at the factory. The RV target delivery date was late July or early August.
When we worked with Matt in the financing, we questioned the dealer prep fees. Matt indicated that the service department would take a week to go over our RV from top-to-bottom, ensuring that everything worked properly and make any repairs. DEALER PREP FEES are not a mandatory charge and can be waived. Matt assured us that the service would take 3-4 days to finish the inspection. Since we were planning on having an independent RV inspection done and he estimated the total job to take 8 hours, it made sense to have DAP do the work at the time.
July came and went. In August, we contacted Matt for a status on the RV. We were told that there was a problem with the manufacturing process and the RV was delayed. In September, we again contacted Matt and were told that there was a problem with the suspension and the coach needed to be re-worked 3 times, then that Forest River had “fixed” the problem by firing the production line, and then that the RV was back on track and it will “be here, when it gets here.”
We were asked repeatedly “what DAP can do as compensation for the delays” and we requested 4 Deep Cycle Solar batteries to use when we installed solar panels. This was declined. The counteroffer for reimbursement in the form of an extended storage bill was accepted.
The storage bill of $658.80 was submitted to Matt on 11/8/18, 1/6/19, and 6/7/19. To date, we have NEVER received an email, phone call, or check! Thus, DAP promised to compensate us for the delays and we are still waiting.
When we picked up the RV on October 20th, the service department was scrambling to get the RV ready for pick-up. So what, if anything, was done during the inspection that we paid for?
The service department removed the washer/dryer by mistake and it needed to be re-installed. The dishwasher was still in the RV and needed to be removed. We were assured that the cabinet doors were being ordered from Forest River and the inside cabinet would be refinished. We were further assured by Matt that he had a “great cabinet guy” that would be doing the work at DAP once the doors were received.
Multiple things started going wrong with the appliances and body of the RV; we contacted DAP to try to get the RV serviced in December.
By February, we were incredibly frustrated with DAP blowing us off; we contacted Austin from Forest River to get our bay door and the slide-out seals fixed. Austin assured us that the hinge and door would be replaced and painted to match the coach’s paint. It is important to note that we were told that the door and hinge were one piece and could NOT be replaced separately.
When we picked up the RV on March 8th, 2019, we inspected the repair and indicated the mark we had left inside the door before bringing it in for service. This clearly demonstrated that the door had NOT been replaced, only the hinge.
We were unpleasantly surprised when Martin indicated that the service department would ONLY work on one issue at a time. If the first issue couldn’t be resolved or needed additional part, they would not proceed to the next point.
We again stated the top 4 priorities and issues with the RV to Martin:
- Slide-out gaskets not sealing in the bedroom and kitchen. Was it tested? – Yes, they found problems with the bedroom gaskets but not the kitchen; he needed more pictures.
- Dishwasher cabinet still not finished out. Asked for a status on the doors and I suggested that the dishwasher just be reinstalled – He would need to get back to us. We again stated that this was our number 1 concern! The washer was not running correctly, running too long, and the rinse cycle was using warm/hot water. Was it tested? – Nope.
- Funny noise with the bedroom A/C when running the heater, heat pump, and A/C. Was it tested? He would need to get back to us.
I called Martin once a week in March and the first part of April, then EVERY DAY from April 15th until18th and again daily from April 24th – 30th. Since then Martin was unable or unwilling to call me back and my service issues were transferred to Bill.
So now the process started all over again with Bill. I again went over the pending issues and tried to get the high-priority items resolved first. Nothing was resolved and my service issues were transferred to Jerry in July.
Once again, the process started all over again with Jerry.
I again went over the pending issues and tried to get the high-priority items resolved first. Jerry assured us that DAP was ready to fix the kitchen cabinet, work on the washer issue, and complete necessary tests.
All the necessary parts were in and all I needed to do was drop-off my RV, then give them a week to work on it.
The RV was dropped off on July 27th, 2019, and pick-up was arranged for August 9th. Jerry was not there and we worked with Liz. We went over everything that needed to be done in the 2-week period.
We walked through the RV and pointed out each area. She said she would have to check on the kitchen cabinet, but I was assured the other jobs would be completed.
On August 5th I contacted Jerry to get a status update for the RV and was told, “I’ll need to check with the technician and get back to you”. I tried to reach Jerry on the 3rd, 6th, and 7th. On the few occasions I was able to reach him, he still didn’t know what was going on with my RV. On August 7th, I confirmed that I was picking up the RV on August 9th and Jerry informed me that they needed more time, yet couldn’t tell me what had and had not been completed.
My husband was scheduled to go to work on August 10th and Jerry insisted that the work could be completed if we gave him the extra days. Based on that conversation with Jerry, I insisted that my husband extend our vacation and request unpaid personal time off (PTO). I considered the delay worth it. We would finally get our major concerns resolved. Our summer electric bill was over $350 a month; with the seals fixed, we wouldn’t be cooling and heating the great-outdoors.
The kitchen cabinet would be fixed so I could confirm the available space and install the under cabinet water filter.
On August 10th, when we came to pick up the RV, we found that NOTHING had been done. Thus, DAP had possessed the RV for 15 days yet nothing had been done. In fact, other things were broken and the batteries was down to 5%. The RV needed to be jump-started to get the landing gear to retract.
That LIE had consequences. Based on that conversation with Jerry on August 7th, we extended the pick-up date to August 10th and my husband’s PTO cost us $600 in lost wages.
We had a face-to-face meeting with Jake and Liz. We AGAIN went over ALL the issues that needed to be resolved. We once again brought up our concerns with the kitchen cabinet and let Jake know that if that cabinet couldn’t be finished out, they were to replace the dishwasher. We were assured that the cabinet would be finished. When I asked him why it had taken over 9 months, he said that he didn’t have an answer for us and would get back to us.
On August 28th, I was transferred to work with Dianna (DeDe). Thus, now the process started all over again with her. I again went over the pending issues and tried to get the high-priority items resolved first. She apologized for the poor service, lack of communication, and failure to follow-up with the issues that we had been experiencing. She said that she had been hired away from her former employer to take care of these kinds of issues. She understood that the kitchen cabinet was my primary concern and requested that I resend the pictures of the work that needed to be done, as well as images of the handles so they could be matched.
DeDe showed a level of professionalism that far surpassed any of my previous interactions with the service department. She was the ONLY one that followed up with me via email to confirm our conversations. Nothing was resolved, but she was able to renew my faith that something could be done.
On September 16th we brought the coach back in and worked with Liz to have the kitchen trim replaced, slide-out seals fixed, and to continue the testing with the washing machine. We tested the awning and documented that the arms were misalignment. The kitchen trim was also replaced at that time, but the LED floor light electrical connection plug was broken; they tried to fix this before we left, but the light didn’t work when we got home. When we checked the light, we found that the connector plug was broken. When I mentioned this to Holly, she asked couldn’t my husband fix it? Thus, DAP fixed the trim issue but broke the floor light and now considered it MY PROBLEM.
I tried to contact Liz on Sept 27th and from Sept 30th to Oct 2nd, leaving a voicemail each and every time. On October 3rd I got tired of leaving voicemails and demanded to speak with someone. I was informed that Liz was on PTO and now I was to work with DeDe on the washer. She indicated that this was a common complaint with this washer. However, the washer still needed to be tested and I needed to bring the RV back in to test the voltage through the RV to the washer. This was the test that should have been done in September.
So, instead of dragging my RV in to check the voltage AGAIN, I contact Four Points RV Service to have them check the voltage. What he found was genuinely disappointing; the problem with the washer was that the water supply was reversed and the drain hose wasn’t installed correctly. I brought the RV in TWICE. There was nothing wrong with the washer. This was an easy fix, so why didn’t DAP service department make an effort to find out what the issue was?
I don’t know what kind of changes were made in the service department, but I once again got a new agent, Holly. So, once again, the whole process started all over again.
She indicated that she had been recruited away from CampingWorld and had the experience necessary to take care of MY problems, being a “gets-things-done” type of person. To prove this, she read the list of outstanding issues to me but was unable to determine what the delay was with the kitchen cabinet. I again suggested that it might be easier to reinstall the dishwasher.
When I asked about the wood stain that DeDe promised, she placed me on hold but forgot to push the mute button. This meant that I ended up listening to Holly yell at DeDe about it. Now I don’t know what your scope of support policies are, but the less than professional interaction between Holly and DeDe – especially when customers can hear it — is not how you want issues handled.
Same issue – two different approaches to fix it. DeDe’s approach is easy fixes with high customer satisfaction – let’s do it. Holly’s approach is “It’s not my problem”, we’re not doing it.
Holly is the first person that acknowledges that the DAP service department was unable to resolve my outstanding issues. Since I had purchased an extended warranty, I was advised to contact them. She also informed me that she was too busy working on other customer’s problems to assist me. Her blanket responses to all my service requests were that they were considered “denied” by Forest River.
She was the ONLY person that confirmed that the service department WOULD NOT DO ANYTHING; it did not matter what was previously agreed upon at the time of purchase, whether it be our reimbursement issues or service requests. I would need to contact someone and, no, there was no service manager; we should contact either Brian or Jake. Either way, “it is not her problem and don’t bother to contact me again.”
From day one I have had problems with the RV. We paid for the dealer inspection/prep; most of the issues should have been found and fixed during this inspection process.
The service department said that they would fix the problems, but it seems that they stalled until the 1-year warranty had expired. DeDe promised me that any claims that were made before the expiration date would be covered and Holly gave us the “it’s not covered” response.
NO ONE during this year-long process indicated that ANY of my claims have been denied until the warranty had expired.
RV Service complaints:
Awning arm rubbing when opening and closing the awning – Documented with Liz on Sep 16th; she was supposed to start a claim. Holly indicated that the awning arm was not covered. When we mentioned that it was an issue from day one, we “paid for the dealer inspection”, and the arm (if tested) should have been fixed then, she said “well the claim had been denied and you have an extended warranty, make a claim with them.”
Awning arm covers – 4 plastic covers fell out on all awnings. Resolved.
Rip in awning cover – Unable to locate. Declined further investigation/service with DeDe.
Bedroom A/C duct making rattling sound – DeDe indicated that this could be a common issue with the duct not being secured; she would have the service department recheck it. When the issue was mentioned to Holly, she indicated the first test, showed it was fine, and refused to do further testing. The unresolved A/C duct is still making a strange noise when used.
Bedroom seals – Seals around the bedroom headboard area are not preventing air from the garage entering into to the bedroom. We submitted pictures to DeDe and Holly and were informed that they needed to check with Forest River. No progress was made.
Bedroom closet slides seals not functioning. We are able to see light and the smoke test shows that the seals are not working properly. Tested by the service department; issue identified. Resolved by installing corner seals.
Garage area vents always open – Austin from Forrest River indicated that the vent was not closable. DIY-fixed with duct tape.
Inspection (annual) of RV found two issues:
A/C units urgently need to be cleaned. The 4 Seasons RV Service tech indicated that it was a non-issue and we could wait. Service was performed to prevent future issues with A/C warranty claims. Paid out-of-pocket; no reimbursement requested.
Roof screw lifting under the rubber seal – Holly explained that this is a common issue when you travel with the RV. I said that the RV had only been to the dealership and back – less than 10 miles each way! To fix the issue, DAP would need to take the entire roof off to make sure that there were no other issues with roof. This was declined by Forrest River, but they approved a cap to be applied around the screw. The cap would create a problem when A/C cover was removed. Resolved – work done by 4 Seasons RV Service. Paid out-of-pocket; no reimbursement requested.
Kitchen Cabinet/Dishwasher area – Submitted pictures of the handles to DeDe. Holly declined to resolve the issue. Proposed a solution to re-install the dishwasher – estimated cost from Amazon: $785.00.
Kitchen LED not working – This occurred after replacing the trim. Issue: connect plug broken during service. Holly declined to repair this.
Kitchen Slides – Not fully closing/missing inside gasket. The living room slide-outs may be used as an example: Austin from Forest River indicated that two different manufacturers were used for the slide-outs. Resolved.
Kitchen Slides seals not functioning. Able to see light and the smoke test shows that the seals are not working correctly. Tested by the service department who were unable to find the issue. Provided pictures of light coming into the RV. Resolved by installing corner seals.
Kitchen Trim stain issue – Replaced the kitchen trim which caused other problems, but the trim issue was resolved.
Molding (outside) bowing away from the RV – Resolved after speaking with a service tech.
Rust found on Slide-outs – Austin from Forrest River indicated that the undercoating was not applied and rust was not covered.
Rust found on stainless steel shower hose & SS kitchen faucet hose .
Declined offer to replace. Purchased new hose from Amazon for $17 ea. Paid out-of-pocket; no reimbursement requested.
RV delayed delivery date – Still waiting for agreed upon reimbursement of storage fees, $685.00.
Slow-Rise Window shades – For 7 out of the 11 shades, the bar-handles are separating from the shade. Declined replacements; DIY Gorilla glue used to fix the issue.
Stain issues on kitchen trim, cabinet doors, and valances – Provided DeDe with pictures of the affected areas. After the problem with the kitchen trim being replaced, we agreed that she would provide the stain as a DIY resolution. The promised stain was not provided.
Toilet lid coming apart – Declined replacement; DIY Gorilla glue used to fix the issue.
TV bay door not closing correctly – Austin from Forest River approved the replacement of the door and hinge and the application of new paint to match the RV. However, only the hinge was replaced. Still having problems with the paint chipping off the hinge. The re-work claim was submitted and approved. We were assured by Martin that the claim could be done at any time – we have been placed on hold.
Washer – The rinse cycle uses hot water and continues to drain and fill. DeDe indicated that voltage checks needed to be performed. The RV was brought in for testing; the required tests were NOT preformed and it was requested that the RV be returned for testing. Resolved by Contact 4 points RV. Voltage was not the issue; the washer was not installed correctly. We are requesting reimbursement of $120.
Window Valance – Glass fell out while waiting to be serviced in August. Resolved.
Questions on living room outlet plugs missing in slide outs – Contacted Austin from Forest River. Supplied picture; no response.
Questions on the waste-water drain configuration – RV has two drains, not one. Contacted Austin from Forest River. Supplied pictures; no response.