RV action line

Cancellation Consternation

Popular snowbird spots fill up fast in the South during winter months. To ensure they will have a space to land on for a spell, many winter travelers make reservations at their favorite RV parks well in advance. In the following letter, two readers wrote of a problem they experienced with this process.

We thought you might be able to help us get our deposit back from Rancho Sonora RV Park of Florence, Arizona. After reading an article in Trailer Life regarding this park, we called and made reservations for the month of December.

They asked for a credit card number, which we provided, and subsequently billed us for the entire month. At the time, this was perfectly OK. However on the first of October we found that we would be unable to make our planned trip to Arizona and called the park to secure a refund.

We were told no, because the park had a two-month (60-day) cancellation policy. We later received a card in the mail stating that we could use our $260 deposit next year. At our ages, we never know what will happen next week, let alone next year. We think giving them a month and a half notice was plenty of time and they should refund our money.

All parks want people to make reservations, but if we experience odd cancellation policies, it might make people think twice.

JACK & PEGGY BRIBES FREMONT CALIFORNIA

We agreed with the Bribeses that a two-month requirement for cancellations without penalty seemed somewhat unreasonable. We contacted the Rancho Sonora RV Park for their assistance in resolving this issue. They responded:

We received your letter regarding a complaint on our 60-day cancellation policy. To explain: We are a new park, with only 65 spaces, in a rural environment. Consequently, we rely almost exclusively on reservations for our RV business. Obviously, once a space is reserved, it is no longer marketable to a would-be tenant. Our 60-day cancellation policy with deposit applied to the following season was conceived to allow sufficient time to re-book sites and encourage canceling parties to visit the following year.

Prompted by your letter and that of the Bribeses, we did a survey of RV parks in our vicinity. Although there are no realistic comparisons to our unique location and setting, we did discover that the usual cancellation policy of other parks is 30 days. Based on our findings, we have reevaluated our policy and decided to reduce the notice required for a refund to 30 days. The Bribeses have subsequentiy been credited $235, which is their deposit minus the customary $25 administration fee for cancellations. Thank you for making us aware of this discrepancy and enabling us to better serve our guests.

BRENT FREEMAN

RANCHO SONORA INN AND RV PARK

FLORENCE, ARIZONA

CREDIT DELAY

Mail-order conflicts seem to be one of the more common dilemmas that consumers face on a regular basis. Having such a problem, a reader complained.

We often look to your advertisers as sources for RV equipment and supplies. A recent advertisement for an Engine Saver Diesel PreLuber by Engine Guard Inc. caught my eye, and I purchased one by telephone for $396. This item was charged on my MasterCard in April 1997, and I was told at the time that delivery would take 6 to 8 weeks.

I contacted the company the first week in July because I had not received my Pre-Luber. I was told that it would be another two weeks. When it again did not arrive as promised, I called and was told it would be an additional two weeks. At this time, I canceled the order and requested that my account be credited for the full amount of $396.

It is now September 1997. After many calls to the company, I have still not received credit. I don't believe the company intends to send me the Pre-Luber or refund my money. Clearly, they have misrepresented themselves and continue to do so.

JONATHAN R. NoYEs GARDEN GROVE, CALIFORNIA

"It's in the mail" just didn't seem to be helping our reader settle his account with Sales Professionals Inc. Marketing Consultants in King of Prussia, Pennsylvania. It should also be noted, as it has been in previous issues, that the mere presence of advertising in this magazine does not imply an endorsement or recommendation of an advertiser's product.

Furthermore, an advertiser will be removed if it comes to light that the advertiser is misrepresenting its products or purposely defrauding its customers. Without proof, however, Trailer Life assumes all advertisers are honest.

In the case at hand, neither "RV Action Line" nor the reader received any correspondence from the marketers of the Pre-Luber in relation to the reader's refund. However, we did get the following positive note from the reader. We can't be sure, but maybe our missive to the company shook something loose.

I want to thank you for writing a letter on our behalf to Sales Professionals Inc. While we have had no communication (written or verbal)from this company, our account has been credited the full $396.

J.R.N.

HASTY REPAIRS

Automotive repairs obtained in unfamiliar surroundings can sometimes become an aggravating situation. Experiencing such repair problems, which appear to have been complicated by the haste under which they were secured, two readers wrote:

On a trip east, we had a water pump replaced in Amarillo, Texas, at Custom RV Inc. Our situation was complicated further by the fact that our repairs were made on the Friday before Labor Day, and that Custom RV was the only shop in town who could take our business.

After the repairs were completed, we proceeded back to camp, hitched up our fifthwheel trailer and headed down the road. Within 25 miles, however we found that we had no air conditioning anymore. Furthermore, we discovered that the electric control for the trailer brake had been smashed.

Since we knew the holiday weekend was upon us and Custom RV was now closed, we continued on our trip. We have written to them and sent a copy of our air conditioning repair bill of $236. To this date, we have not received any word from them. Any help you can give us would be appreciated.

BOB & DoRis ROHRS CANOGA PARK, CALIFORNIA

We explained the Rohrs' complaint via a letter to Custom RV in Amarillo. Their response to the reader was so acrimonious, it left us scratching our heads as to just what transpired.

Being in business since 1978, all complaints have been preceded by a telephone call asking for assistance if a problem has arisen. In your case, you demanded a payment for something we had no control over

We did not turn on your air conditioner when we pulled the truck into our shop, nor did we work in the area of your brake controller The more letters you write talking about radiator seams leaking indicates your truck is falling apart due to lack of maintenance.

We are not in the business of rebuilding someone's junk for free after doing ajob we did not want to do in the first place. On a day before a holiday, we had no time to thoroughly check out your entire situation.

CUSTOM RV INC. AMARILLO, TEXAS

PINCHED WINCH

Subsequent to a visit to a tire store for repair of a defective tire, a reader believed his vehicle suffered collateral damage as a result. He wrote:

I experienced a vibration in my Dodge pickup truck while pulling our 30-foot trailer Further inspection revealed a bubble on the tire under the tread, and we drove to a Penske Auto Center in Klamath Falls, Oregon, for repairs.

In the process of removing the spare tire and replacing it under the truck's bed, Penske's personnel overtightened my spare tire winch and sheared a pin on its shaft.

As of this date, I have only received a telephone call from one of their representatives in Troy, Michigan, who informed me right off that they would not reimburse me for the damage. Perhaps you can persuade Penske Auto Centers to compensate me for the cost of having this damage corrected.

TED STONE PLAINVIEW TEXAS

We petitioned Penske Auto Centers to take one more look at Stone's complaint. The company responded with the following letter.

Mr. Stone, we are taking this opportunity to apologize for the unsatisfactory service you received at our location in Klamath Falls, Oregon. As you stated, you were unsatisfied with the quality of our service.

At Penske Auto Centers, it is our goal to provide customers with products and services that exceed their expectations. We realize that we fell short of this goal during your visit and we sincerely apologize. We are, therefore, refunding you the exact amount you requested of $108.51. Please accept this refund and we hope you give us another opportunity to be your first choice in all your automotive repair needs. RONALD PRIMEAU, DISTRICT MANAGER

PENSKE AUTO CENTERS TROY, MICHIGAN

NO GRANDFATHER CLAUSE

RV manufacturers often use special promotions to attract buyers. However, these offers usually have fairly specific time frames of applicability. After being denied inclusion into just such a promotion, a reader wrote:

I purchased a 1997 Tahoe fifth-wheel on October 12, 1996. At that time, the salespeople were unaware of any extended warranties. I later found an RV magazine article that described a 2-year structural and component warranty on all new Thor RVs.

When I notified Thor that I would like to be included in this program, since my trailer was a 1997, they refused my request. Their explanation was that only RVs purchased after January 1, 1997, were eligible. Although the dealer indicated that Thor should honor my request, they said there was nothing they could do about it.

BARBARA POST DEMING, NEW MExico

Thor did not quite see things in the same way that Post did.

I discussed the misunderstanding with Barbara Post concerning her eligibility for Thor's exclusive 2-Year Structural Plus 2-Year Component Warranty Although she was disappointed, I believe she now understands how eligibility is determined. As previously mentioned, this warranty only became available to our buyers as of January 1,1997.

It took Thor over a year to prepare for this industry-first program through many negotiations with our component suppliers. We are proud to have it. However, we had to start somewhere and could not go backward due to agreements with the suppliers.

TOM POWELL, PRESIDENT THOR CALIFORNIA MORENO VALLEY, CALIFORNIA TL

Copyright T L Enterprises, Inc. May 1998
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