[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by The Cleaning Authority regarding complaint ID Regards, [redacted] ***
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by The Cleaning Authority regarding complaint ID...
Initial Business Response /* (1000, 8, 2015/10/02) */
Contact Name and Title: Joe [redacted], CFO
Contact Phone: 574.825.9518
Contact Email: [redacted]@rctrailers.com
RC Trailers is the premier builder of custom, enclosed cargo trailers and all trailers are sold through an independent dealer network. ...
The design and order for a custom trailer is a collaborative process between the retail customer, the dealer and the manufacturer where drawings and the order are ultimately approved and signed off by the dealer prior to build. A custom trailer typically goes through several iterations of drawings and specification changes before being finalized and this process can take several weeks or even months. Although complainant did present the original, tentative order to the dealer in mid-June, final changes and signoff didn't occur until late July. The trailer was built to the specifications and drawings approved by the customer and shipped 7 weeks from order date.
By nature, a custom trailer is just that: custom. The experienced crew building these trailers possesses the knowledge and skill to build these unique, one-of-a-kind trailers. As frequently happens, this customer visited the factory while the trailer was being manufactured. They were very pleased with the trailer and asked for a few minor modifications which were made free of charge.
Subsequent to both the contract date and the manufacturing start date of this trailer, the complainant brought a trailer load of their personal equipment to the factory and asked that we install such equipment. To ensure the safety of our customers and proper warranty coverage, we turned down this request. RC only installs equipment purchased from RC. RC did not charge for or receive payment for the installation of any customer-owned equipment.
RC provides the best customer service and warranty in the industry. To date, we have no record of a warranty claim on this trailer. We highly encourage all customers, especially the complainant, to utilize our warranty process to resolve any quality or manufacturing defects.
OFFER:
RC encourages the consumer to contact its warranty department regarding any necessary repairs.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not accurately reflect what occurred and does not address the nature of the initial complaint made. As indicated in our original comments, our visit to the factory was to pick up a completed trailer, not to visit while it was being manufactured, and were not "very pleased" to find out that it was not completed as we were told (after we drove 17 hours to pick it up).
As we indicated, the trailer was not completed according to the drawings and specifications that were a part of our contract, and a great deal that was done was done very poorly and needed to be fixed. The warranty process was not used for those repairs, as we do not trust the manufacturer to complete the repairs correctly based on our experience with them.
We have been considering legal action against RC Trailers and their dealer, CTS Trailers, but that is an expensive process that should not have to be pursued. The manufacturer should take responsibility for the fact that they did not fulfill the contract and delivered an incomplete, poorly manufactured product and refund the 30% we requested.
[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by The Cleaning Authority regarding complaint ID Regards, [redacted] ***
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by The Cleaning Authority regarding complaint ID...
12459260.
Regards,
[redacted]
Initial Business Response /* (1000, 8, 2015/10/02) */
Contact Name and Title: Joe [redacted], CFO
Contact Phone: 574.825.9518
Contact Email: [redacted]@rctrailers.com
RC Trailers is the premier builder of custom, enclosed cargo trailers and all trailers are sold through an independent dealer network. ...
The design and order for a custom trailer is a collaborative process between the retail customer, the dealer and the manufacturer where drawings and the order are ultimately approved and signed off by the dealer prior to build. A custom trailer typically goes through several iterations of drawings and specification changes before being finalized and this process can take several weeks or even months. Although complainant did present the original, tentative order to the dealer in mid-June, final changes and signoff didn't occur until late July. The trailer was built to the specifications and drawings approved by the customer and shipped 7 weeks from order date.
By nature, a custom trailer is just that: custom. The experienced crew building these trailers possesses the knowledge and skill to build these unique, one-of-a-kind trailers. As frequently happens, this customer visited the factory while the trailer was being manufactured. They were very pleased with the trailer and asked for a few minor modifications which were made free of charge.
Subsequent to both the contract date and the manufacturing start date of this trailer, the complainant brought a trailer load of their personal equipment to the factory and asked that we install such equipment. To ensure the safety of our customers and proper warranty coverage, we turned down this request. RC only installs equipment purchased from RC. RC did not charge for or receive payment for the installation of any customer-owned equipment.
RC provides the best customer service and warranty in the industry. To date, we have no record of a warranty claim on this trailer. We highly encourage all customers, especially the complainant, to utilize our warranty process to resolve any quality or manufacturing defects.
OFFER:
RC encourages the consumer to contact its warranty department regarding any necessary repairs.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not accurately reflect what occurred and does not address the nature of the initial complaint made. As indicated in our original comments, our visit to the factory was to pick up a completed trailer, not to visit while it was being manufactured, and were not "very pleased" to find out that it was not completed as we were told (after we drove 17 hours to pick it up).
As we indicated, the trailer was not completed according to the drawings and specifications that were a part of our contract, and a great deal that was done was done very poorly and needed to be fixed. The warranty process was not used for those repairs, as we do not trust the manufacturer to complete the repairs correctly based on our experience with them.
We have been considering legal action against RC Trailers and their dealer, CTS Trailers, but that is an expensive process that should not have to be pursued. The manufacturer should take responsibility for the fact that they did not fulfill the contract and delivered an incomplete, poorly manufactured product and refund the 30% we requested.