Affordable Homes of Greeley, Inc

Revdex.com:
After reviewing the response and considering our options, we have decided to accept the $cash settlement as we do not care to do business there again.
*** & *** ***

Hello,
I understand your frustration of not seeing the damage when you dropped off the camper and then picking it up, seeing it and assuming it was something we had done. As mentioned before, I don't think there is anyway that we could have caused the damage but we do want to take our best shot at resolving this for you.
Depending on if we can repair the damage or if we have to replace the fiberglass it will cost $700-$2,000 to fix or replace. We can try to fix first and then move on to replace if need be. We would be willing to cover half of the bill for you. We would also be willing to do a cash settlement of $350 if that is more appealing. I think you might feel differently if you took me up on understanding how that fiberglass gets “dents”. I do care about you and what you think about us which is why I want you to understand the fiberglass can't dent like your camper is dented with an exterior hit to it.
The fiberglass has a thin sheet of plywood called luan behind it. Just like a normal sheet of thin wood paneling, it tends to crack or warp instead of denting. If condensation or water got behind that wall/roof at some point, the wood could have been compromised and over time it could warp or rot. If you look on top of your roof, you'll notice new sealant on top of old sealant where it had to be resealed back in that area at one point. If that was because of a leak, that could also explain why there are two areas that look warped or “dented”. It could have been a bad install as well but it's difficult to tell unless we peel it back.
Whether I did a good enough job explaining why it's not possible for that to have happened from us applying force to the outside, we will still extend our offer to you of either giving you $350 or giving you half off on the repair bill as good will.

The dents are located on the fiberglass where it bends onto the roof. The two dents are difficult to notice from the ground unless you step back from the camper which is why they weren't on our check in sheet. The only work we did on the camper was down on the ground by the...

tires. There wasn't a reason to go on the roof nor did we go on the roof. The customer acknowledged that there were no scratches to accommodate the dent which he agreed rules out us backing into something.
I'll address the conversation had by [redacted] and [redacted] with the customer. They did go and look at the customer's camper. [redacted] is our office manager in charge of scheduling customers. [redacted] is our parts manager. Neither of them is our service manager. [redacted] and [redacted] said they indicated to the customer we would bring his camper in and take a look to make a determination what happened and if we determined the damage was cause by us, we would take care of it.
The customer thought one possibility was we put an elbow on those locations to cause the dents. We also pointed out to the customer that fiberglass doesn't dent when a force is applied to it abruptly, instead it cracks. This is yet another evidence that we didn't cause the damage. I would be happy to take a piece of fiberglass and demonstrate this if that would convince them.
I did have our shop foreman take a look at it who has over 20 years experience working in the factories and in RV service departments. He said the dents happen during installation of the fiberglass either at the factory or if someone replaces a wall. When you put the screws in too far apart and don't keep the fiberglass flat, it causes what looks like dents. The curves (or dents) will continue to get larger over time with temperature changes. This is a common issue on campers. I offered to show [redacted] our used campers in our inventory that we have at our dealership that have the same issue but he wasn't interested.
In conclusion, upon inspection, the determination was made that there was no way we are responsible for the two dents in the fiberglass. We have this stance because we weren't working on the roof, there was no indication we had backed into anything, and don't have anything at our dealership that would cause this accidentally.  We have also seen this problem as a fairly common occurrence on this type of rv siding which requires no damage whatsoever to be present.  We do not believe any damage to the customer's rv took place while in our care, nor do we believe we have any responsibility to cover the cost of a repair. However, in order to take care of our customers, we would be willing to resolve the issue with the RV at a significantly reduced cost to the customer which can be further discussed as one possible solution. We understand the customer's frustration and would like to work together in order to resolve the issue in a way that is fair to both parties.

Complaint: [redacted]
I am rejecting this response because:
 There are several issues we would like to clarify.
            What is the purpose of the Customer Check-In Sheet if not to protect the consumer and [redacted]?  The dents were not on the trailer when we took it there, so it would have made no difference how far back the inspector was from the trailer.  We had hand washed the trailer about three weeks before the incident and there were no dents.  They indicate that this is a fairly common occurrence on this type of RV siding.  If this is the case, why is this not noted on their check-in sheet?  This is a 2008 trailer that has been in service for six years.  If their theory is correct, it doesn't seem reasonable that these dents would show up during the two months it was at their facility. 
            When [redacted] and [redacted] came to our home to look at the damage they did identify themselves as service managers.  How were we to know they weren't when we were never given a business card and had no evidence to indicate otherwise?  Their description of what was said by [redacted] and [redacted] is completely inaccurate.  They both said “Bring it back over and we will take care of it.”  We had no idea that this would not happen until the following day when [redacted] called.
            We understand they were not working on the roof but have no idea what could have happened during the two months they had the trailer.
            For us to make a decision, we would like to know what our significantly reduced cost would be to have the repair work completed.  We would also consider a cash settlement to resolve this issue so we can all move past this dispute.
Regards,
[redacted] & [redacted]