All Star RV

Initial Business Response /* (1000, 13, 2015/12/18) */
To summarize, at this time unfortunately with the service advisor who has been dealing with Mr*** on medical leave, I am unable to provide documentation of exact dates and communications with Mr***
What I can tell you is
communications with Mr*** began April 27, and we were in contact with the manufacturer the same dayAfter numerous communications with the manufacturer they provided us a form to be filled out for a frame inspectionWe are not a frame inspection company, therefore the work had to be performed elsewhereWe had forwarded Mr***
the necessary form to be filled out by a recognized frame inspection company on June On July 14, we received the forms back but they were filled out by Mr*** himself, not a recognized frame inspection company
Unfortunately, this is not acceptable to the manufacturerUntil we have the necessary measurements supplied to us by a reputable company I can assist Mr*** no further with his possible warranty claimThis has been expressed to Mr*** numerous times
Recently I had a phone conversation with Mr*** on December and told him once again that we require the form and measurements to be completed by a certified company that performs frame inspectionsOur position on this issue has never wavered, once this information is provided to us, we will make every effort to assist Mr*** with his potential frame issue
During our phone conversation on December 15, Mr*** stated he would have the inspection completed by a reputable company and will have the results sent to meFrom there we can begin the claim process once again
All Star RV will make every effort to assist Mr***, our commitment to our customers has always been, and always will be, our top priority
Hopefully, Mr*** can provide us the necessary information to proceed with this claim, at which point we will make every effort to do so, but until we receive that information, there is nothing further we can do to assist Mr***
Initial Consumer Rebuttal /* (3000, 15, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will get a licensed company to confirm the measurements found on the supplied form from the manufacturerThis still boggles my mind that I am responsible to find and pay for a third party company to determine if a unit sold from a dealership falls under the warranty criteria? This is why we purchase a warranty to have the dealer take care of the items covered under the warranty until such day the items are repaired or warranty issues are no longer present
***

Initial Business Response /* (1000, 6, 2016/06/06) */
In response to Mr***s claims, I would like to assure everyone involved that every effort was made to make the repairs to Mr***s issues as quickly as possibleThis included communicating with the manufacturer at the highest level
possible, the General Manager
Mr***s wall issue was initially brought to my attention June 29, At that time we had received a wall from the manufacturer that had come in damagedImmediately upon receiving Mr***s email, I had my Parts Manager order a new wall and was confirming with the Parts personnel at ***, as per the attached email dated July 9,
The wall had arrived at our Lloydminster location and to my knowledge the situation was handled, as per my email communication with Mr*** dated September 15,
Our stores close every December-January for the Christmas season and the Lloydminster location was closed until January The employees for the Lloydminster location were terminated due to lack of performance in November
In February, I learned that Mr***s unit was still not completedI transferred the unit to our Sherwood Park location where I have more technicians to complete the sidewall repair
I did not hear from Mr*** again until March 21, I referred him to the Service writer handling his file, CaitlynWe immediately brought his unit in to the shop for the repair work and we learned at that time the manufacturer had sent us the wrong wall components and decalsThese items were crated as the last section came in damaged and we did not wish to risk the wall being damaged againWe did a visual inspection and the wall was damage free, so we had crated it back up until the unit was ready for the wall replacementWe did not know they had sent the wrong size until we had attempted to complete the repair
Once we had determined that the decals and sidewall we had received from Lloydminster were wrong, we had to reorder the wall and decals once againThis was done March 23,
On a side note, parts from the manufacturer take 6-weeks to arrive from date of order
Unfortunately, we are at the mercy of the manufacturer supplying us the correct parts, damage free when parts have been orderedThis is OUT of All Star RV's control
This information was communicated to Mr*** on March 28,
I followed up on the parts order on April 13, and again on April 26,asking for an ETA
Parts were shipped from manufacturer on April 27, but the wall did not arrive at the same time as the decals, which was May 6, This information was forwarded to Mr*** the same day
I contacted the General Manager of ***, *** ***, the same day to expedite the shipping of the wallHe had the *** Parts Manager, ***, contact my Parts and Service Manager, Arnold M***, to communicate the status of the wall
I did not receive an answer by May 9, 2016, so I reached out to *** *** again
I finally received an answer on May 18, that the wall had shipped that day
On May 19, I received a shipping tracking number from ***, which I promptly forwarded to Mr***
The parts arrived on May 26, 2016, at which point the unit went into the shop for the installation of the parts, and also the additional items Mr*** had requested
The unit was completed on Friday June 3, 2016, at which point it was transferred back to our Lloydminster location, which was at Mr***s request
I have also addressed every concern on Mr***s numerous emails, refunded him for the amount he spent on winterizing, which was $118.84, not the $he had claimedWe provided extra water filters, replaced sewage tank handles, even washed and applied paint protection on the unit for him again
In short, Mr*** was treated with respect throughout this process, *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Since our communications first resumed March 21, 2016, Mr*** was very well informed throughout this process as the chain of emails I am sending will clearly illustrate