Reimbursement Remedy

Dear Action Line:

On or about June 26, 2010, I took delivery of a used 2002 Endeavor motorhome from Holiday World of Houston in Katy, Texas. When I started moving into the coach, the front A/C quit working. Technicians took it into the shop and got it working again. However, in less than a month, it quit working again. I took it to a dealer in Amarillo, Texas, who checked it out and found that it was beyond repair. Due to a delay in delivery of a replacement, it was not replaced until October 22, 2010, at a cost of $1303.90.

I called Darrell Joyce, salesman, at the same time and told him of this and some additional problems that had been discovered as follows:

1. A new washer-dryer was installed because the one in the coach was not working. A service manager called, and I told him that one of the rear feet on the washer was missing and it wobbled when in use. He sent me a new foot. On closer inspection I found that not only was the foot missing but the mount for the foot was broken and bent and, when it was installed, a block of wood was stuck under it in place of the foot causing it to vibrate and slide around. Cost of repair was $180.

2. A couple of days after delivery, we found that the kitchen faucet was leaking water anytime pressure was on the line and dripping under the sink. I had to replace the faucet myself at a cost of $112.72.

3. A few more days and we found water leaking from the flush mechanism of the toilet. The whole mechanism was corroded and had lime deposits all around every joint on it. This should have been noticed by the service people when they made sure everything was in top working order before delivery. A mobile RV repairman replaced the toilet while I wasstaying at a Colorado campground. Cost was $444.79.

Mr. Joyce told me that he would have a service manager call me immediately. Instead, a service writer called me, and she said she would have a service manager call me. This never happened. Finally, on August 10, I wrote a letter to the general manager of Holiday World detailing the problems. About two weeks later, the general manager, C. Powers, called me, and we discussed the problem. I was told to have the work completed and send copies of invoices and I would be reimbursed.

I sent copies of the invoices on October 22, 2010, after I had the air conditioner replaced. A few days later, after more e-mail correspondence, I received a check for $1303.90, which was the exact amount of the A/C replacement. There was no mention of the other items.

I have called Fred Fortin, the service manager, and left messages several times. He has not returned my calls. I also wrote e-mails to him, which still remain unanswered.

Finally on January 5, 2011, I wrote a letter to Holiday World of Houston, Attn: General Manager, 28909 Katy Freeway, Katy, TX 77494, outlining the problem. A person by the name of Manny called in answer and told me he would have the general manager call me. I have had no response.

I am still waiting for the reimbursement promised for the other three items in the amount of $737.41. Copies of all invoices are attached. Any help that Action Line can give would be appreciated. Thank you.

Harold Josefy, Loveland, Oklahoma

Response:

I called and spoke with Mr. Josefy this morning and apologized for not sending the second reimbursement check promptly. I told Mr. Josefy that a check in the amount of $737.41 will be mailed today.

I also accepted full responsibility for my failure to follow up in a timely manner in order to get this problem resolved.

My hope is that Mr. Josefy will return to our store in the future and give us the opportunity to regain his confidence once again and that we may share a successful relationship for years to come.

Mr. Josefy indicated on the phone that he accepts my apology and looks forward to receiving the check.

Respectfully,
Fred Fortin
Service Manager
Holiday World of Houston

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