Classic Restorations

TeI thank you for the opportunity to respond to the issues for this client, Mr [redacted] I'll address the two issues that the client has commented onFirstly, the brake issueMrR [redacted] did inform us that his brakes locked up after he took delivery of his trailer, we then examined the brakes and braking system, no fault was foundWe did notice that due to the brakes locking up, as screw had come loose which we addressed immediatelyAfter MrR [redacted] took the trailer back apparently it happened againThis time we took the following measures: We picked up the trailer at his residents and brought the trailer here to determine the problemOur mechanics tested all components and found no faultAt this point we connected MrR [redacted] trailer to our vehicle and tested drove the trailerNo issues where found until we increased the sensitivity of our brake controller to the highest level and the brakes did lock up as they shouldThis indicated to us that there may be an issue with MrR [redacted] brake controller installed by his independent dealerIt is true that MrR [redacted] was told by Mr [redacted] A [redacted] , that the particular unit that he purchased did come with a *** Mattress, this was an error on his part, but he did tell the customer thatOnce informed, I told MrR [redacted] that I would order a NEW mattress for him, delivery was approximently 4-weeksThe new mattress arrived and I told MrR [redacted] thatWe again took the step of retrieving the trailer from his home because he could not get the trailer here during business hoursMrR [redacted] had a cracked vent aswell which we handled at the same timeMrR [redacted] contends that he received a used mattress because the bag it arrived in was openI personally opened the box to the NEW mattress to ensure that it was the right one and the right size (short queen)We have all the documentation from the manufacturer and shipping company showing that it was a new mattress, not a used one as contended by MrR***I thank you for the opportunity to respond to this incidentShould any further clarification be required, I would be glad to provide it to any and all parties involvedRegards [redacted] GM Leisure Days ll us why here

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @leisuredaysrv.ca We are in the process of contacting this customerWe we unable to find record of a couch being ordered last year and the staff that would have looked after that are no longer with usWe do have the delivery receipt were it was noted that the couch was damagedWe will be replacing the couch for this customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because: I feel it very important to note that despite what the manager of the business is saying in his response, We were sold a unit with a certain mattress in it and the company removed it without our knowledge after the saleAnd although other issues have been looked after because of there obligationswe still feel strongly that the mattress is not newThe customer service by this company is below standard and the poor way we have been treated should be addressedThey point out that they went above regular service by picking up my trailer and taking it back to there shop for service. I'm sure this was in hopes that we would not expose the issuesThis may have been true if the manger was not so rude and ignorant to us

Initial Business Response /* (1000, 5, 2015/06/04) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@leisuredaysrv.ca
We are in the process of contacting this customer. We we unable to find record of a couch being ordered last year and the staff that...

would have looked after that are no longer with us. We do have the delivery receipt were it was noted that the couch was damaged. We will be replacing the couch for this customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

TeI thank you for the opportunity to respond to the issues for this client, Mr. [redacted] I'll address the two issues that the client has commented on. Firstly, the brake issue. Mr. R[redacted] did inform us that his brakes locked up after he took delivery of his trailer, we then examined the brakes and...

braking system, no fault was found. We did notice that due to the brakes locking up, as screw had come loose which we addressed immediately. After Mr. R[redacted] took the trailer back apparently it happened again. This time we took the following measures: We picked up the trailer at his residents and brought the trailer here to determine the problem. Our mechanics tested all components and found no fault. At this point we connected Mr. R[redacted] trailer to our vehicle and tested drove the trailer. No issues where found until we increased the sensitivity of our brake controller to the highest level and the brakes did lock up as they should. This indicated to us that there may be an issue with Mr. R[redacted] brake controller installed by his independent dealer. It is true that Mr. R[redacted] was told by Mr. [redacted], that the particular unit that he purchased did come with a [redacted] Mattress, this was an error on his part, but he did tell the customer that. Once informed, I told Mr. R[redacted] that I would order a NEW mattress for him, delivery was approximently 4-6 weeks. The new mattress arrived and I told Mr. R[redacted] that. We again took the step of retrieving the trailer from his home because he could not get the trailer here during business hours. Mr. R[redacted] had a cracked vent aswell which we handled at the same time. Mr. R[redacted] contends that he received a used mattress because the bag it arrived in was open. I personally opened the box to the NEW mattress to ensure that it was the right one and the right size (short queen). We have all the documentation from the manufacturer and shipping company showing that it was a new mattress, not a used one as contended by Mr. R[redacted]. I thank you for the opportunity to respond to this incident. Should any further clarification be required, I would be glad to provide it to any and all parties involved. Regards [redacted] GM Leisure Days ll us why here...