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  • F
    As you read the emails below (starting at the bottom) I?d also like you to know about the response I received from the owner, Mr. Carson. Nothing. He did not return my calls or respond to my email. And, even though the contract terms for the rental call for a return of my deposit ($1000) within 5 business days, the credit to my Amex card did not happen until I sent multiple emails, made multiple phone calls, and ultimately filed a dispute for the charge with Amex. By the 13th business day after returning the coach, my $1000 deposit was finally credited.

    Letter sent to the owner of this business follows.

    Mr. Michael Carson
    Owner/President
    Can Am RV 5130 Portage Avenue
    Headingley, Manitoba R4H 1E1 

    Dear Mr. Carson,  
    As a fellow business owner who has worked for years developing organizations that strive to meet and exceed customer expectations, I believe that you?ll want to know about the experience I had with your Jordon Minnesota location. ?Because helping every customer have a great RV experience has been your No. 1 goal since 1983!? and because my family?s experience is far from that, I?m taking the time to write you. I intend to reach you by telephone for a conversation as well, but thought that an email for your reference was in order.  

    I?ve included original emails sent from the road while renting a motorhome from your Jordon location, and a few photos of some of the items mentioned in the forwarded email below. More important than the list in the email, however, is the response by the staff at Can Am. I?ll share more with you when we have a chance to speak on the phone, but here are a few things that I heard from the salesman, and the manager, when I returned the coach.
    • Electronics in RVs are junk ? and not expected to work. They [manufacturers] charge $400 for something that is worth $50 ? Manager
    • The swivel chair was like that when new. If not, they get like that the first time you sit in them ? Salesman
    • Don?t talk to me about inconveniences ? I?m only concerned with safety issues ? Manager
    • Yes we?ll send a coach out with a taped broken vent cover, a TV not working, or door shocks broken ? Manager
    • The roof ladder coming loose is not an issue ? customers should not have a reason to go on the roof ? Manager
    More issues were discovered on our trip home than are on the original list. One such item was the microwave oven. By the time we arrived in Jordon, only one screw was holding it in place, and it was hanging out as much as an inch from its cabinet. 

    I will try to reach you by phone yet this week. I?m in New York until late Wednesday, so it is likely to be toward the end of the week. Original email follows my contact information.  

    Regards.

    To the dealership:

    I?m sending this email in advance of our return on Friday so that you can confer with the owners and management of Can Am to consider what might be fair compensation for our family?s inconvenience due to the condition of the coach you provided.  

    As a former owner of several RVs (a class C, two class A?s, and trailers), a lessor of the Class C, and a lessee of class A?s from Rent and Travel in Shoreview, I am surprised and very dismayed about the condition of this rental unit. I?m sure that the list below is not complete. If we did a thorough inspection of the coach, and if we attempted to use all of the equipment and features, I?d expect the list to be longer. We did not use the oven, shower, awning, or most of the compartments.  

    To net it out, this coach was not in rentable condition when we drove away from your lot. If Can Am has been maintaining this unit as part of its fleet, or if you are maintaining it under management for an owner, it has been very poorly maintained to the point of neglect.   We will arrive by 11:00 a.m. Friday as scheduled. 

    List of issues with rental unit 1034: 
    1. Windshield seal is broken causing major wind noise at highway speed.
    2. Chip in windshield.
    3. Windshield wiper driver side went off the window to the left on first use.
    4. Driver side mirror doesn't stay positioned more than 30 miles.
    5. 12 volt outlets in dash not functional resulting in not being able to use our navigation system or charge phones while driving.
    6. Camera 2 - passenger side displays no video on monitor when right turn signal activated.
    7. Rear thermostat system off/cool switch intermittent contact.
    8. Main roof vent cover broken. Pieces lying in screen. Had been taped with duct tape so long ago that the tape was now transparent and flapping as we traveled down the highway adding more noise to the cabin.
    9. Ladder to roof has broken rivets/mount. This was discovered by campground repairman who got on roof to re-tape the broken and leaking vent cover as a storm approached. He reported that the vent cover was taped to the roof and that the tape was too weathered to offer protection. Temporarily covered with aluminum tape.
    10.  DVD player in rear TV does not work.
    11. Driver seat has broken mount/springs/support and leans right. Very uncomfortable driving position.
    12. Swivel rocker has broken seat ? absolutely no support and pressure on legs from front bar. Not usable.
    13. Right kitchen sink leaked and out from under cabinet to floor. Obviously a recurring problem since wood shows water damage and pipe dope accumulation on drain screw. Was able to tighten enough that it would not leak if we did not use the sink to hold water.
    14. Curtain missing on bottom bunk.
    15. Lift mount on compartment door left of entrance stripped not secure.
    16. Tear in rubber seal Living Room slide behind driver.
    17. Patio light burnt out or not working.
    18. TV/Video selector does not work at all for either TV. DVD only is available on main TV. We could not get over the air TV to the main TV, and the kids could not watch DVDs from the bunks.
    19. In-dash CD player has intermittent noise/static when playing standard CDs.
    20. 50 amp plug not secured by harness/cable clamp. This is dangerous.
    21. Gas shocks on rear bed for storage area broken and lying on floor.
    22. No kitchen/dish towels in standard kit.
    23. Most bedding sets would include 2 sheets and a blanket or comforter. The standard kit had only on sheet.
    24. Very dirty drawers, food found under sleeper sofa mattress.
    25. Running light missing rear passenger side
    26. Large rip in leather on driver's seat back curb side.
    - Raymond D.
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