Competition Recreational Inc

Initial Business Response /* (1000, 5, 2015/11/10) */
The customer contacted Competition Recreational Mid August 2015 to get an estimate to repair his coach that he had run over a tree/rock damaging the entry steps and surrounding area. Competition Rec emailed the estimate to the insurance company...

on August 25 2015. The customer wanted us to go ahead and repair the coach by August 31 2015 as he was leaving town to go home. I informed him on August 25 that the new Kwikee entry step was on back order from the manufacture and it would be approx. 3 weeks before the step would be in stock. The customer at that point on August 25 2105 said that he could not wait that long he had to leave town on August 31. The customer then called back on August 26 2015 and said to go ahead and order the step that the insurance company wanted him to get the unit repaired before he left. Competition Rec then ordered the step on August 26 2015. The customer called each week after that asking if the step had arrived yet. I informed him each week the step is on back order from the manufacture and I would call as soon as the part arrived. The part arrived mid September and the customer was scheduled on September XX XXXX to have the new step installed and the body repair done. Competition Recreational service schedule was completely full and we squeezed him in so he could get on the road to go home. We installed the new step and started the bodywork. The customer came by the shop on Wednesday September XX XXXX to check on the progress and to retrieve some items from his motorhome as he lived in it. At that time he brought us paint that he insisted we use to paint the trim we had repaired. The technician and myself (owner of the business) both told him the color was too dark and would not match. The technician showed him the color we had purchased that was a very close match and he still insisted that we use his paint. While he was in the shop that day he was in and out of his coach several times using the new steps and never said a word about the step being the wrong ones. He opened and closed the entry door several times to confirm that the electric steps were working correctly. The customer came Thursday September 17 and picked up his unit and again I explained to him that the paint color he brought us to use was darker than the original. He told me that was his choice and would find a way to lighten it up. The next week (Week of September 21st) the customer called and was very disrespectful - saying that the step was wrong and he didn't understand why the paint did not match. I explained to him that the Kwikee step was the current replacement for his 15 year old coach. The customer's coach required a double 24" electric step and that was what was installed on his coach. I again reminded that he instructed us to use his paint. I told him that I would be happy to repaint his coach but he would have to pay the labor time and we would use the paint that we purchased to use originally. He was also told that next available appointment was approx. 3-4 weeks out for paintwork. I was not able to squeeze him in again as I had customers units in for repair that had had appointments for approx. 4 weeks. He made several more harassing calls to Competition Recreational in the next several weeks and he even called using false names to make an appointment. Competition Recreational has made every effort to accommodate this customer to be best of our ability in a very busy service season.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern;
This matter has definitely not been resolved.
I have read the Comp Rec response to my complaint and how they are trying to make me look guilty of rushing the completion of my motor coach. Well, regardless of whether I did or not should not be grounds for me having to accept work that is unacceptable.
This matter is not about my character it's about my home not being completed fully and properly.
So, in order to resolve this matter I require the steps to be replaced with a match of my old steps. Comp Rec ([redacted] the manager) tried to explain that there is a different company manufacturing them now so that is why they are 3 in. higher up than the originals. What? I called Kwikee Step and they said this is simply not true. Now I believe it after reading all the lies she told about me in her response. Now lets get down to business: according to my owners manual, there are several different replacement options for my coaches steps. It's not my expertise to figure this out (not my job either) but it looks to me like the Series 22 double tread; 24" wide measuring 10" tall in retracted position (motor assembly #XXXXXXXXX) could be the right ones because there is also a series 32 double tread; 24" wide measuring 7 1/8" tall in retracted position. Same motor assembly #XXXXXXXXX. It looks like there are other options to choose from in the 24" style so I understand the confusion but once again, not my job. On 9/21/2015 or thereabouts I called [redacted] and asked her to please go and look at the old steps and get the number or series off them so we could double check and make sure we ordered the right ones. NO RESPONSE. I would think this is Bad business practice not returning your customers calls. This was the second time she neglected to return my call. The first was when I asked her to reschedule to redo the paint color. (which we shall get to later) So, how do we get a proper match without the old steps? Not my problem. Go ahead and order the other option and see if they fit? I don't know but something must be done about these steps as I will not accept these improper fitting ones. If you can somehow prove to me that these are the ONLY steps in the US to fit my home and an exact match DOESN'T exist then I will drop the matter of the steps. Now on to the matter of the paint: You know (to whom it may concern), this whole bad experience began the day of the sixteenth of September, this year. This is why I tell you that this woman ([redacted]) feels she must lie to win this case. She said I came by on the 16th to check on the progress and pick up items to take with me out of my coach. NO! sHE CALLED TO TELL ME TO COME AND PICK UP MY COACH BECAUSE IT WAS COMPLETE!!!!! That's why I didn't notice the steps were 3 inches higher at the time because I was a little upset. Also, I did not see any paint color at this time because Jose the body man was stiil straightening a side panel. That is when I told him I had a match from the paint store up the street that I planned on using for touch ups. He said ok as long as you bring it by 8 am and I agreed. I did not however insist they use my paint. (this is when [redacted] showed up) What I said was: "If my paint is a better match then please use it". I only even mentioned the paint to him because he said they couldn't find an exact match for my rig. What? A body shop doesnt have paint??? So I brought him mine at 8;00 am. Gosh, I sure wish I had looked in that can! The paint store got it wrong and a whole nother story there! So, now, I leave and trust Hose' has it handled. Who would begin spraying dark gray paint on a light silver, nice, beautiful motor home and not stop and call the customer????? And why would the customer insist that a dark gray paint be sprayed all over his light silver, nice, beautiful motorhome??? It doesn't make any sense. I'm not color blind and I'm not stupid. I just neglected to open the paint can. Excuse me! I didn't know I had to be specific and tell him if it doesn't match don't use it. That's common sense! Isn't it? Okay, I can go back and explain the other wrongs I committed but like I said it's not my character on trial here is it? Evenif I was rude, a legitimate business
should be able to deal with rude customers in a way to satisfy all involved. But come to think of it, why would the customer be rude in the first place if there wasn't a reason? Alright then, to satisfy the paint problem, I would like to set up an appointment for mid-may in 2016 to get the paint changed and also I will like to add a fourth panel that should have been repaired at the time. I know, [redacted], I said I would take care of that but I have now officially changed my mind. You can add a panel later, my insurance company said, with no problem. They will pay. So, then, please let me know something about the steps when you find something out, will you? We can make the appointment on the same day as the paint job, please. If you see something I wrote here that is unreasonable or wrong will you let me know why and what for, [redacted] so that we can wrap this up? I'm not having fun with this either. I'm sorry it happened but we must make it right. My coach isn't 15 years old it's 13 years old. And one last thing, I did not harass you people. you might want to change the wording and the use of a different name? Yes I did that. So you would come to the phone.
Final Consumer Response /* (4200, 11, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
TWIMC, my issues have not been met to my satisfaction because this is a dangerous situation with my steps being three inches too high. I'm afraid if there would happen to be an unfortunate accident and someone got hurt there would be a lawsuit and would come down to: why weren't the proper steps put on this coach? So, I'm asking, is the business owner absolutely sure the series 32 is the one that was previously on the coach? Could it have possibly been the series 22? according to the Kwikee Electric Steps Owners Manual I have in my hands says that the 22 has double tread, 24" width like the series 32 but is 10" in retracted position unlike the 32 which is 7 1/8" tall in retracted position. This would make up the three inch difference in my stairwell. Does the Business Owner think this might be our solution? Will these series 22 fit on my coach? If unsure, could we have them ordered to find out for sure?
Final Business Response /* (4000, 13, 2015/12/28) */
Again to address the issue with the step the Series 22 mounting area is over an inch longer than the Series 32 step that we installed and barely fit in the mounting space. At this point the customer will need to make an appointment for when he is back in Colorado and we will address the issue with the steps. I will need to have the coach back here to address any further measurement issues and verify the installation of the steps. The only way to get this resolved is the have the coach back here so we can take exact measurements and assure the customer that the proper steps were installed Please have the customer call at his earliest convenience to get an appointment as May is one of your busiest months.