Barberton Brookside Country Club

Complaint: [redacted] I am rejecting this response I would like to say we did have the trailer in her shop for weeks as per the reguest of the warranty department we also waited a year as per their reguest so all parts would be in an no warranty items were fixed a defected water heater was replaced an item was attempted to be fixed an was damanged also a leak in the ice maker was not fully completed wet insulation had to be fixed on our site that was all that was done in weeks I have no confidence in their shop.A previous tech damanged a propane door that took visits to complete, a fender that was replaced took visits to replace because on visits he did not have the right tools, the tv is taking visits because the he did not have the mounting screws so yes we are min away but her techs are costing her more money not usThe refrigerator did seal however the one door was warped at the top an was not flush with the other door the warranty department took so long to corrected the problem that is why Dina had to buy the door her employees again dropped the ball.We were scheduled last tuesday for a visit my husband took that day off no one from her office called me that monday to cancel tuesday my husband lost a days pay,Dina has told me I will handle things so you guys wont fight any more does this sound like she is handling things.Hopefully tuesday is the end of this if so I will be in to order the washer/dryer hopefully it will fitSincerely [redacted] ***

We are sorry that [redacted] is not satisfied with our response, we realize the importance of satisfied happy customers and do strive to make that happen.   In response to the road service technician and damages that happened as a result of repairs made and not made, parts on the truck or not on the truck, it is impossible to predict every possible part needed for a repair that happens in the field even with planning and preparation. In response to the damaged propane door , the door was ordered, brought to the site, measured for accuracy and fit and had to be taken back for custom paint.  This repair took two visits to complete due to custom paint. On occasion several trips may be necessary to accomplish a completed repair, parts must be ordered, measurements taken etc.  This is the nature of the business.   We do apologize for the missed appointment and [redacted] missing a day of work, that was a miscommunication on our part and again, we apologize for that.  Please be assured that we are doing our very best to satisfy [redacted] service needs, although it has taken us some time and we’ve had some obstacles to overcome in the repair of her trailer, we are trying and have made changes in our service department with hope to resolve these issues more efficiently in the future.   We value our relationship with this customer, we appreciate their patience with us and look forward to a better relationship in the future.

Complaint: [redacted]
I am rejecting this response I would like to say we did have the trailer in her shop for 2 weeks as per the reguest of the warranty department we also waited a year as per their reguest so all parts would be in an no warranty items were fixed a defected water heater was replaced an 1 item was attempted to be fixed an was damanged also a leak in the ice maker was not fully completed wet insulation had to be fixed on our site that was all that was done in 2 weeks I have no confidence in their shop.A previous tech damanged a propane door that took 2 visits to complete, a fender that was replaced took 3 visits to replace because on 2 visits he did not have the right tools, the tv is taking 2 visits because the he did not have the mounting screws so yes we are 45 min away but her techs are costing her more money not us. The refrigerator did seal however the one door was warped at the top an was not flush with the other door the warranty department took so long to corrected the problem that is why Dina had to buy the door her employees again dropped the ball.We were scheduled last tuesday for a visit my husband took that day off no one from her office called me that monday to cancel tuesday my husband lost a days pay,Dina has told me I will handle things so you guys wont fight any more does this sound like she is handling things.Hopefully tuesday is the end of this if so I will be in to order the washer/dryer hopefully it will fit. Sincerely [redacted]

The customer did purchase  the trailer in May 2015 and there were warranty issues and most have been addressed.  A lot of the issues we are working on are not from back in 2015, they were added.  There have been ongoing issues with the trailer and again most of those have...

been addressed.  As of the date of the customers letter to you there were a few issues left to resolve, we went to the customer and finished all but 2  issues on her list and those will be finished on April 5th.  When my tech went to their trailer to replace a piece of metal he had to remove a piece of trim and that trim was brittle and did crack, he also brought back to the shop a TV that wasn't working and when we checked it it had a back connector, we are replacing it with a new TV at my expense. The trailer  came from the manufacturer pre prepped for a washer and dryer but no washer or dryer came with the trailer.   The customer came to us last year and stated that a washer and dryer won't fit.  First we called the manufacturer and they stated there should not be a problem.  The problem started with this when the customer went to buy a washer from another dealer and they told her it would not fit.  That was probably right for that unit that she was looking at from them but there are units that will work.  My parts manager spoke with the customer and gave her the measurements for a washer and dryer that will fit in the trailer and the customer said she would stop in but has not just yet.  Our tech actually measured the area in concern on the customers trailer and measured a washer we had here at our store and it will work.Some of the issues the manufacturer of the trailer and in the case of the refrigerator the manufacturer of the refrigerator went to the customers trailer and they said there is no issue.  Since the customer insisted there was a rproblem I purchased a new door for the refrigerator at my expense and replaced it.  The trailer is located in a campground that is an hour from our location, under normal circumstances we would be charging a call fee to the customer, I never once asked for that from them, I again was trying to have a happy customer.  We have contacted the customer and she said she is happy with the work done last week and we will call her again after he finishes up with her tomorrow.  Unless additional items get added to the workorder we should be complete.  Once the customer comes in a picks out a washer and dryer that will fit in their trailer we can take care of that as well.   Dina H[redacted]president