Initial Business Response /* (1000, 18, 2016/02/24) */
Please accept our deepest apologies for the delay in responding to this complaint and for any diminished customer service you may have experienced while in our service facility.
We believe that we have since rectified your service issues, but...
if you feel there is an item still unresolved, please come back and see us with your RV and we will be glad to discuss the matter further.
Earlier this week we sent out a check to your address in the amount of $93.47. To improve customer service, Brambillas is working more closely with the warranty department to ensure better results during claim processing.
We appreciate your business and we do take these matters very serious. Brambillas realizes that the situation could have been handled differently and we apologize. We hope to gain your trust and traction on a great relationship going forward.
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (2000, 20, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was resolved only under pressure from Winnebego corporate. To get my warranty work done I had to take my motor home to Iowa. Brambillas did send me a check but three months after they promised corporate Winnebego they would resolve the matter. My advice to motor home buyers is first never do business with Brambillas and second go directly to Winnebego corporate with your issues.
August 16, 2016 Dear Ms. [redacted], Mr. [redacted] and Mr. [redacted] rented a 35' Sunova Class A RV from Brambilla's for the week of June 22-29, 2016. On Monday, June 27th, at approximately 4:00PM, Mr. [redacted] called us regarding a blown tire. They were on I-80 near Kimball, Nebraska. We...
explained to him that we would call tire companies in that area or as close as possible to assist ASAP, get the tire changed and they could finish their trip home. After about 45 minutes of phone calls, we found a possible repair service in Cheyenne, Wyoming. The repair service was located about 67 miles away. We also learned that the specialized tire needed to be shipped from Denver. We informed the tire service of the urgency of the situation and they were able to have the tire delivered to them by 11:30 AM the following morning and had the tire changed by approximately 1:30PM that day. On June 27, Mr. [redacted] and his family checked into the Days Inn in Kimball. They checked in at 6:26PM and checked out the following day at 12:31PM. We have the receipts showing the time period that they were at the motel. They were not "stranded in 100-degree heat"!We asked the repairman if he could pinpoint the reason for the tire blowing, such as, something being hit, excessive wear, etc. He could not determine, nor could we determine why the damage occurred. we paid for the tire, $528.85, we paid for the labor to change, $306.00, and we paid the mileage, $201.00 to Art;s Truck Repair; all so that our customer was able to continue the trip and when they returned, we could evaluate any damage. The repairman indicated that there was significant damage, but nothing that would stop them from driving the unit. Mr [redacted] said they "rigged" one headlight back into place and also shut off the propane tank. We have not asked Mr. [redacted] for any payment regarding the tire or service. We spoke with Mr. [redacted] after the tire repair was complete and he stated that he was happy with the time frame things were accomplished considering their location when this happened. We explained that they could take their time returning and that there would be no late return fees. Upon Mr. [redacted]'s return, we discussed any damage to the RV and indicated to him that we would be contacting involved insurance companies to determine how to move forward. After assessing all the damage, as with any damage that is considered an "accident" and not due to anything controllable by either of the parties, we submitted a claim to Mr. [redacted]'s insurance company. Mr. [redacted] continued to exaggerate the issue and be dishonest to his own insurance company and as a result his own insurance company denied the claim in the amount of $5,504.09. We then needed to file a claim with our insurance company, prove that the tires were not worn and include a maintenance record on the vehicle. We filed the completed claim, minus a $1,000 deductible, and the claim was paid on August 2, 2016. That meant that Mr. [redacted] was responsible for the deductible and that was taken from his damage deposit. When the insurance claim is settled, we then complete the customer's contract and determine the amount of final charges. Mr. [redacted] owed $146.60for 73.3 hours of generator use, $146.30 to fill the fuel tank, $7.70 for propane fuel, and $11.81 for miles in excess of original estimated miles, for a total charged to his credit card $312.41.We did not bill anyone, including Mr. [redacted], for $1,100.00 for the tire and repair!We have not asked or billed Mr. [redacted] for an additional $5,000.00 for damages!We have been engaged and apologetic for the incident and have handled it as any unfortunate accident would be handled!We hope and believe that this, our response, will resolve this case. Sincerely, BRAMBILLA'S, INC. [redacted] Brambilla, President
Initial Business Response /* (1000, 18, 2016/02/24) */
Please accept our deepest apologies for the delay in responding to this complaint and for any diminished customer service you may have experienced while in our service facility.
We believe that we have since rectified your service issues, but...
if you feel there is an item still unresolved, please come back and see us with your RV and we will be glad to discuss the matter further.
Earlier this week we sent out a check to your address in the amount of $93.47. To improve customer service, Brambillas is working more closely with the warranty department to ensure better results during claim processing.
We appreciate your business and we do take these matters very serious. Brambillas realizes that the situation could have been handled differently and we apologize. We hope to gain your trust and traction on a great relationship going forward.
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (2000, 20, 2016/02/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was resolved only under pressure from Winnebego corporate. To get my warranty work done I had to take my motor home to Iowa. Brambillas did send me a check but three months after they promised corporate Winnebego they would resolve the matter. My advice to motor home buyers is first never do business with Brambillas and second go directly to Winnebego corporate with your issues.
August 16, 2016 Dear Ms. [redacted], Mr. [redacted] and Mr. [redacted] rented a 35' Sunova Class A RV from Brambilla's for the week of June 22-29, 2016. On Monday, June 27th, at approximately 4:00PM, Mr. [redacted] called us regarding a blown tire. They were on I-80 near Kimball, Nebraska. We...
explained to him that we would call tire companies in that area or as close as possible to assist ASAP, get the tire changed and they could finish their trip home. After about 45 minutes of phone calls, we found a possible repair service in Cheyenne, Wyoming. The repair service was located about 67 miles away. We also learned that the specialized tire needed to be shipped from Denver. We informed the tire service of the urgency of the situation and they were able to have the tire delivered to them by 11:30 AM the following morning and had the tire changed by approximately 1:30PM that day. On June 27, Mr. [redacted] and his family checked into the Days Inn in Kimball. They checked in at 6:26PM and checked out the following day at 12:31PM. We have the receipts showing the time period that they were at the motel. They were not "stranded in 100-degree heat"!We asked the repairman if he could pinpoint the reason for the tire blowing, such as, something being hit, excessive wear, etc. He could not determine, nor could we determine why the damage occurred. we paid for the tire, $528.85, we paid for the labor to change, $306.00, and we paid the mileage, $201.00 to Art;s Truck Repair; all so that our customer was able to continue the trip and when they returned, we could evaluate any damage. The repairman indicated that there was significant damage, but nothing that would stop them from driving the unit. Mr [redacted] said they "rigged" one headlight back into place and also shut off the propane tank. We have not asked Mr. [redacted] for any payment regarding the tire or service. We spoke with Mr. [redacted] after the tire repair was complete and he stated that he was happy with the time frame things were accomplished considering their location when this happened. We explained that they could take their time returning and that there would be no late return fees. Upon Mr. [redacted]'s return, we discussed any damage to the RV and indicated to him that we would be contacting involved insurance companies to determine how to move forward. After assessing all the damage, as with any damage that is considered an "accident" and not due to anything controllable by either of the parties, we submitted a claim to Mr. [redacted]'s insurance company. Mr. [redacted] continued to exaggerate the issue and be dishonest to his own insurance company and as a result his own insurance company denied the claim in the amount of $5,504.09. We then needed to file a claim with our insurance company, prove that the tires were not worn and include a maintenance record on the vehicle. We filed the completed claim, minus a $1,000 deductible, and the claim was paid on August 2, 2016. That meant that Mr. [redacted] was responsible for the deductible and that was taken from his damage deposit. When the insurance claim is settled, we then complete the customer's contract and determine the amount of final charges. Mr. [redacted] owed $146.60for 73.3 hours of generator use, $146.30 to fill the fuel tank, $7.70 for propane fuel, and $11.81 for miles in excess of original estimated miles, for a total charged to his credit card $312.41.We did not bill anyone, including Mr. [redacted], for $1,100.00 for the tire and repair!We have not asked or billed Mr. [redacted] for an additional $5,000.00 for damages!We have been engaged and apologetic for the incident and have handled it as any unfortunate accident would be handled!We hope and believe that this, our response, will resolve this case. Sincerely, BRAMBILLA'S, INC. [redacted] Brambilla, President