Burdette Camping Center

The above referenced travel trailer was purchased on 02.11.17, (see attached) The customer states the refrigerator in the outside kitchen was not operating and reported it to us in October of The *** ***r manufacturer warranty that comes with this unit clearly specifies, warranty
performance can only be obtained at warrantor's authorized dealers and service centersOur service department is open Monday thru Friday 9am to 5pm and on Saturdays 9am to 4pmIf for some reason a unit cannot be dropped off during business hours we try to accommodate customers by utilizing a storage facility located next door to the dealershipWe do our best to go above and beyond to work with our customers schedulesThe customer states that they are unable to bring unit in due to her husband's work schedule and her having children at homePlease realize that an outside kitchen refrigerator not working could be a number of thingsThere could be a power issue within the trailerIt could be something as simple as a tripped ground fault receptacleThere also could be a malfunction with the refrigerator itselfWe always prefer to have the trailer here so a clear diagnosis can be made and correct parts orderedRegardless of these procedures, our service writer made the decision to order the partOur service writer did not realize that there are two different size refrigerators in the outside kitchen of this Brand of trailerOnce part was received our service writer once again broke our standard procedure in an effort to accommodate this customers schedule and shipped the refrigerator UPS in lieu of customer returning defective unit and picking up replacementThe refrigerator was delivered on March 1, at 12:55pmWhen the customer received the part, she contacted her salesperson and stated the refrigerator was half the size of the one in her trailerShe was told by her salesperson that we would correct this situationHe contacted our service department and the correct refrigerator was orderedThe customer also contacted our service writer and explained to her the problemAt that time, our service writer told customer correct part would be ordered and as a courtesy informed her that her warranty forever coverage was about to expireThis specific coverage comes with every new travel trailer sold at our dealershipIn order to keep this coverage the unit needs to be inspected yearly by a certified RV service departmentIf you surpass your anniversary date of purchase by days the coverage is voidThe customer was provided this information in an effort to keep this valuable coverage on the trailerShe declined and stated she would not return to dealershipThe correct refrigerator is on order and we expect it to arrive approximately March At that time we will contact the customer and let them know part is here for pick up and return of defective part and incorrect partI do apologize for the length of time to resolve this issueThis could have been avoided if trailer would have been brought in for service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]nd have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received a phone call at 4:29 on March 15, 2018 from a [redacted] who is an employee of Burdette camping. He said he had a refrigerator for me and I said you do and he said yes. He spoke about if I wanted to travel two hours to the [redacted] store and bring the other refrigerator they would exchange it. I asked could he ship the mini refrigerator as he had the other one and the ups could then pick up the other one. He stated they would not ship this one and that was all the company was going to do and they also knew about the Revdex.com complaint and they didnt appreciate it and if I wanted the refrigerator I needed to make the Revdex.com complaint disappear how ever I needed to do that. I response and saying well yes I also received your company response and I spoke the truth and worked since Oct. and never complained until you told me in Feb. After I called you about exchange the refrigerator because it was wrong you told me you could do nothing else for me unless I brought the camper in and purchase another year of a warranty which had nothing to do with my Oct. Claim oof the mini refrigerator and I tryed to resolve the situation and you told me there was nothing else could be done. I then said I would see what day I could make it up to the [redacted] store and would call you back on a date. You replied it has to be with 2  weeks I said ok and goodbye. After I got off the phone I thought he was rude to me and kind of threatening with his response to making the Revdex.com complaint to disappear as a condition to exchange the refrigerator and I felt that was wrong and I didn't feel it was right how the company as a whole has treated me and felt it was my right as a consumer to do what I did when I felt I was wronged in this situation and nothing was going to be resolved. So I call [redacted] back and told him I thought about it and I really have not appreciated the way I have been done in this whole situation and how they lied and if they would of treated me right I wouldn't of file the complaint but if they wanted to shipped the refrigerator and pick this one up I would appreciated it. He response and said the refrigerator is here and the offer still stands but that was the only way to receive it. I said I didn't expect that the company was going to do the right thing and I felt it was my right to file a complaint and obviously the situation wasn't going to be resolved and to have a nice day and goodbye. 
Regards,
[redacted]

The above referenced complaint can be resolved by customer returning refrigerator and picking up correct replacement.I spoke to the customer's sales person and was told that the conversation did not happen as stated. He did state he would like to get this taken care of in two weeks, He also offered to meet customer half way if customer would give him an idea of when they could meet.At no time have we tried to force customer to purchase another warranty. As stated in previous response we offer a lifetime warranty on new units purchased from us. An inspection of unit needs to be done within a year of purchase date to keep this warranty active. This was for her information only.The correct replacement part is here and the customer is free to pick up at our [redacted] store. Obviously it was not to far to come and purchase unit. It should not be to far to bring unit back for service or pick up refrigerator.Thank you,[redacted]Burdette Camping Center