Crossroads RV

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Contact Name and Title: Mark [redacted] Customer Advi Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @crossroadsrv.com Spoke with Mr [redacted] on 12/2/regarding missing seal on slide room of trailerMr [redacted] stated that he was going to be in Panama City Fland asked if the repairs could be completed at a dealership thereTold Mr [redacted] that would be fine and stated that I would make the call to the dealer and let them know that he was coming contacted a representative from said dealer in Panama City and explained situationAsked dealer rep to start authorization process and order needed parts Authorization for repairs was submitted on 12/and parts were ordered on 12/Parts were shipped same day and have a scheduled delivery date of 12/ OFFER: Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Will see if the work gets done it's been going on long than the date describe but if going to have some one come out and fix soon will be happy Final Consumer Response / [redacted] (4200, 15, 2016/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thursday, January 21, First of all I would like to thank [redacted] for getting part of the work done...As we had told Corporate HQ and [redacted] about our trouble with our 29' RS Cruiser Aire 5th wheel we are still waiting for other parts to come in, which was supposed to be shipped from the company, and that all parts were in Wrong all the parts were not in and now will have to go back again I have told the sales manager at [redacted] at least a dozen time's about our problem with the camper and HQ sales manager several time about our problem which started with 1.Light over chair Unresolved 2.Cabinet door in bedroom Unresolved 3.Outside oven Vent Unresolved 4.Kitchen Table Unresolved 5.Outside seal on bedroom slide-outResolved 6.Inverter not workingResolved 7.Circuit board behind refrigerator brokenResolved 8.Replace battery Resolved 9.Loose faucetResolved 10.Bedroom draw rail brokenResolved 11.Bedroom slide door lockResolved 12.Cargo door lock broken Resolved 13.Screen door out of aliment Resolved 14.Water leak Resolved 15.5th wheel hitch brokenResolved 16.Seal on bedroom slide outResolved 17.Outside seal on windowResolved Now after months of back and forth with [redacted] , countless phone calls to [redacted] , and [redacted] HQ we have more issues with the camper which we have told [redacted] service manage that our stove burner is not lighting, and most Critical was we could not put the rear stabilizer jack up to get the camper ready to go to get fixedThe camper was picked up by [redacted] employee which gave no assistance in hooking up upon arrival or when he returned with the camper We have called [redacted] sale person to give us a price in buying back our camper, and it will be up to HQ according to the sales person, we have had it with this RV and looking forward to getting out from under all the troubles we have experienced with this unit Sincerely; [redacted] Final Business Response / [redacted] (4000, 13, 2016/01/21) */ Contact Name and Title: Mark [redacted] Customer Advi Our records show that all parts needed to complete the repairs show delivered to the [redacted] in Panama City FlI have spoken with the service manager at the dealership and they are going out to pick up unit and complete repairs As of 1/21/received a message for dealership that unit had been picked up from customer and was at shop for the repairs OFFER: Crossroads will partner with the dealership to help make all warrantable repairs to customers unit

Initial Business Response / [redacted] (1000, 7, 2017/03/10) */ Thank you for contacting us regarding Mr [redacted] 's complaintTo date all warrantable claims for this customer have been approved for repairsThe current claims relayed by Mr [redacted] have not been submitted to us through an authorized dealer For consideration and as stipulated in Mr [redacted] 's warranty, he will need to proceed to an authorized dealer and should the items submitted be deemed warrantable, allow time for the repairs to take place Initial Consumer Rebuttal / [redacted] (3000, 15, 2017/05/04) */ Consumer contacted our office indicating his trailer has been sent to Camping World, within a month and a half they have not made any repairs, alleging everything is okConsumer indicated there is a lengthy punch list, and Crossroads RV is not paying for repairsThe trailer was removed from one dealer to Camping World because Crossroads RV is not paying for the repairs Consumer indicated this is his home, and he can no longer pay for hotel Consumer is requesting communication, approving of the repairs that are needed, and payment to the dealer so repairs can be done promptly Final Business Response / [redacted] (4000, 17, 2017/05/11) */ Thank you for the additional contactTo date, all warrantable repairs submitted to Crossroads have been approved and completedMr [redacted] 's representative will continue to work with Camping World to determine if warranty defects indeed exist and if so, they will also be addressed as stipulated in our warranty

Initial Business Response / [redacted] (1000, 8, 2016/02/22) */ Contact Name and Title: [redacted] Lead Retail Adviser Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @crossroadsrv.com We are working with the service center, and The owner of the unit to resolve the current issue under the terms of the warrantyWe have been in contact with the owner and the service centerOur service Manager is currently working with the service center in order to get the issue resolvedThe current issues are two slide outs have a half dollar sized drop of water on the roof only after a very heavy rain (horizontal rain) again we are working with the owner and the service center to get the issue resolved OFFER: To repair the unit under the terms of the warranty Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is been going on for over a years and it has not been fixed yet today datetrailer is been out of service for one year , if you add up the time that is been in the shops months in one shop .back to the factory and has been another shop since the weekend after ThanksgivingPlus all the time I lost driving back and forth from Long Island to Connecticut to the repair shop ,and emptying all my stuff out of the trailer for it to go back to the factory Final Business Response / [redacted] (4000, 25, 2016/08/08) */ Emailed [redacted] the following: [redacted] if you are still having issues with the slide out please get it to a dealer or service center for inspection so they can report their findings to us Final Consumer Response / [redacted] (4200, 27, 2016/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted local RV repair shop that put slide tops onthey have not returned my call I have the feeling that they do not want to deal with this issueThis is something they should've fixed at factory..It looks like mold in ac duct

Initial Business Response /* (1000, 5, 2017/11/17) */
Thank you for contacting Keystone RV regarding a complaint received by Ms***If within her warranty period, Ms*** will simply need to proceed to an authorized dealer to determine if a defect is present

Initial Business Response /* (1000, 5, 2017/07/24) */
Thank you for contacting Crossroads regarding a complaint received by Mr***We have agreed to address any and all warrantable concerns as stipulated in our warranty and will continue to do soWe do thank you for bringing this matter to
our attention
Initial Consumer Rebuttal /* (3000, 7, 2017/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept the responseWe do not see in the warranty where it covers that the camper is manufactured to cool down efficiently, even if the air conditioner is working properlyAt this point we cannot use or stay in the camper safely without becoming sick or overheatedThe warranty doesn't cover the poor insulation in the walls, floor, & ceiling that prevents it from cooling down
Final Business Response /* (4000, 9, 2017/07/31) */
Thank you for the additional information however this does not negate the warranty processAs relayed, we will address any warranty defectsDissatisfaction with materials used or floor plans unfortunately is not a warrantable item

Initial Business Response /* (1000, 8, 2015/09/08) */
Contact Name and Title: John ***
Contact Phone: XXX-XXX-XXXX
Contact Email: jwoodcox@crossroads RV
Crossroads RV is in discussion with the retail regarding her concerns and reviewing her previous communication with our company to
determine warranty eligibilityOnce a final determination is made, the retail will be informed of our decision
OFFER:
Initial Consumer Rebuttal /* (3000, 15, 2015/10/12) */
To date we still haven't rec'd any information from Croaaroads other than from Mr John *** who asked me to be patient with him while he looks into the matterIt is October 8, and after a phone msg from him Sept 22nd that they would have an answer for me over two weeks ago, there is still no reply from CrossraodsI have sent three emails to Mr *** for a reply and reminding him that their rep here in Winnipeg Canada stated that this issue was a mfg defect and a warrenty issueHe has not respondedI will call him on Monday October 12th to see if they have come to a decision
Respectfully *** Winniepg Canada
Final Business Response /* (4000, 31, 2015/11/04) */
Maria
I apologizeWe sent the customer a request for information and did not get a response on Friday (see attachment)
Sorry for the confusion and thank you,
Michael ***
Retail Manager
Email: ***@crossroadsrv.com
Phone: XXX-XXX-XXXX
Hawpatch Dr
Topeka, IN XXXXX
www.crossroadsrv.com
Final Consumer Response /* (4200, 34, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Michael *** has refused to speak to me or respond by eamilI keep getting a response from Thomas *** by email, who keeps stating that the warranty has expired
This is so disrespectful and unbusiness likeWe have provided information and dates, the new rep GNR has confirmed that the issue is a manufactoring defect which Crossroads has never acknowledgedThey are playing games with dates and this is totally unfair as they are the ones who kept changing empoloyees at Crossraods and delaying things, we promptly reported the issue to Lapointe when we picked it up the camper in May and when we didn't get a response from Lapointe we pursued things further, that is why we are dealing with the United States, not like many others who lost out because Lapoint went out of business and Crossroads played the game of warrenty has expiredWe are being held responsible for Lapointe going out of business when we were the ones to acutally contact Crossroads in the states to check on the status of our claimHow can that be called neglect on our partI realize this isn't an easy fix like cushions that were replaced two years later, but this goes to show that we have been responsible and followed up on our issues with this camperThey need to honor this warrenty that was part of the purchase of an expensive 5th wheel camper

Initial Business Response /* (1000, 9, 2017/04/18) */
Thank you for contacting us regarding a complaint received by Ms***To date we have attempted to resolve through an authorized dealer however Ms*** has not allowed the opportunity as the unit will have to be taken to an authorized
dealer for inspection and repairs of any deemed defectsIn Ms***' owner's manual , under the heading "Owner's Responsibilities" it states, Returning your vehicle to an authorized dealer for any warranty repairs or service that is requiredPlease understand that Keystone has not denied any defect presented, however we, respectfully, will not pursue an idea or theory that has not been substantiated by an authorized dealershipKeystone stands ready to assist if and when a defect is presented by an authorized dealership
Initial Consumer Rebuttal /* (3000, 12, 2017/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No contact has been made with me regarding these issues and the unit has been taken to the dealer we purchased it from numerous times you fix issuesAs soon as one things get fixed something else breaks
Final Business Response /* (4000, 14, 2017/04/19) */
Thank you for the additional informationOur records indicate contact with Ms*** on 3/10/Her dealership reached out on 3/14/and we left additional voicemails for return calls with the most current date being this morningUnfortunately, we cannot make a determination on repairs needed until the unit is delivered to an authorized dealer as stated in Ms***'s owners manual

Initial Business Response /* (1000, 7, 2017/03/24) */
Thank you for contacting us regarding Mr***'s complaint on his Crossroads SunsetRepairs have been completed previous and we have relayed to Mr*** that although the warranty on his unit expired in June of we will review his
complaint once he has had the unit inspected by an authorized dealerThank you for bringing this matter to our attention
Initial Consumer Rebuttal /* (3000, 9, 2017/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a BS responseThey have not approved any repairs to the floor and none have been madeThey did not tell me to have it inspected again as I already have by the dealer where I bought the unit which I would assume is "authorized" dealer you know given that they sell the unitsThat dealer has reached out to them and filed a claim (in October or November of 2016) which they deniedSo I can have the dealer resubmit the claim but if they are going to continue to deny it again then that is not a resolutionIf they want a new claim I can have the dealer do that but if they deny it again I will file another complaint
Final Business Response /* (4000, 11, 2017/03/30) */
The repairs deemed warranty that were submitted within the timeframe of this warranty were approved, to be more specificI will have an advisor follow up with Mr*** directly regarding this matter

Initial Business Response /* (1000, 8, 2016/06/02) */
Crossroads contacted the consumer directly on 5/20/Advised the customer that the warranty expired 5/2/and that Crossroads RV cannot assist with repairCustomer stated that she would contact the repair center to resolve

Initial Business Response /* (1000, 6, 2017/07/03) */
Thank you for contacting us regarding a complaint received by Mr***A member of Keystone management is currently working with both Mr*** and his dealershipOur goal is to resolve any determined manufacturer defects that may be
presently pendingThank you for bringing this matter to our attention
Initial Consumer Rebuttal /* (3000, 8, 2017/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Keystone is 100% UNACCEPTABLE!! Keystone has had 7+ months to "work with" me for a resolution
I just got off of the phone with a Keystone representativeIt has now been weeks since one of their representatives inspected the camper and there is NO NEW INFORMATION!!! I repeat, TWO AND A HALF WEEKS since they first and last inspected itIt took SEVEN MONTHS for them to inspect it the first timeAnd since that first inspection, they have not done a follinspection!!!!
The sales lot (which I imagine is authorized by Keystone to make repairs to Keystone products), which the unit has been sitting on since just before Thanksgiving, has not been able to determine what is wrong with itLippert (who is the company Keystone hires to build their unit) has done repairs on the unitThese repairs were unsuccessful in resolving the issueThat was all in the first months
Throughout that entire time, Keystone has been aware of the issues with the unit but have trusted their authorized repair shop and builder to determine the faultiness and fix the issue and did not offer to have their own representative inspect itBut months later they finally decide that maybe possibly they should go ahead and get involvedBut that is it!! They go out there only ONCE and don't know what is wrong with the unitSince that inspection, they have not gone back out for a follvisit to confirm their findings of the first visit or to try different tests
If they do know what is wrong with the unit, they are refusing to inform their customer who made an investment into their business
Again, their response is completely unacceptable
Final Business Response /* (4000, 10, 2017/07/14) */
Thank you for the additional contactThere has been a Keystone inspection on site regarding the allegationsIt has been determined that is not a confirmed Keystone issue relative to this claimDue to this, we do not have a claim to participate with

Initial Business Response /* (1000, 5, 2017/10/06) */
Thank you for contacting Keystone RV regarding a complaint received from Mrs***While a full release was in fact voluntarily signed by the ***, this unit was already outside the manufacturer warranty at the time of signing by both Mr
and Mrs***Keystone respectfully declines demands placed by Mrs*** at this timeWe do thank you for reaching out on this matter
Initial Consumer Rebuttal /* (3000, 7, 2017/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Warranty issue is an ongoing problem that was reported prior to warranty expiration and is therefore still covered by warrantyThis is documentedCrossroads/Keystone is simply ignoring our complaint...again
Final Business Response /* (4000, 9, 2017/10/10) */
The customers willingly signed a full, legally binding, release of claims on this unitConsideration of any claims would not be honored by Keystone

Initial Business Response /* (1000, 5, 2015/09/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@crossroads RV
We are in discussion with the customer and have offered a resolution and are awaiting his decision.
OFFER:
Initial...

Consumer Rebuttal /* (3000, 7, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in discussions with them but I am only partially satisfied with their resolution. I am also awaiting a response from the dealer and that has a bearing on whether I accept their resolution. If the dealer responds with what I am seeking then the second half of the resolution would not be needed. In short I am not willing to agree to the current offer. I have met them more than half way in my consolation to the issue. I will not compromise any further. I was just informed that my trailer was ready last week because of new issues created by the dealer.
Final Consumer Response /* (2000, 15, 2015/11/09) */
I created this compliant and have since settled with Crossroads on the issue.

Initial Business Response /* (1000, 8, 2016/07/26) */
Contact Name and Title: [redacted] Customer Se
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@crossroadsrv.com
We can repair the unit under the terms of the warranty , if there are warranty items that need to be taken care of you...

would just need to get it to a Crossroads Dealer so they can be taken care of.

Initial Business Response /* (1000, 5, 2017/12/05) */
Thank you for contacting Keystone RV regarding a complaint received from Mr. [redacted]. While bubbling under the roof membrane is going to be a normal occurrence, Keystone has already approved for factory standard repairs to be completed. This work...

was completed by Mr. [redacted]'s dealer in October. Please note, minor bubbling under the roof membrane is again a normal occurrence and does not effect the structural integrity of the RV. We do thank you for reaching out.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The works done by the dealer [redacted] from Moncton wasn't a good job at all.They can't do something without permission from Crossroad.They just do camouflage on this issue .Pine acres and Crossroad just wait for the waranty to end (next august).
When I show the roof to person who repair rv,they tell me Pine acres have done a very poor job and the spot on the corner of the roof is a very very weak spot........
Final Business Response /* (4000, 9, 2017/12/12) */
Thank you for the additional information. Should Mr. [redacted] believe repairs were done incorrectly, he would need to contact the company that completed repairs. At this point though, through our review, there is not further repairs required.

Initial Business Response /* (1000, 5, 2015/12/22) */
Contact Name and Title: Mark [redacted] Customer Advi
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@crossroadsrv.com
Spoke with Mr. [redacted] on 12/2/15 regarding missing seal on slide room of trailer. Mr. [redacted] stated that he was going to be in...

Panama City Fl. and asked if the repairs could be completed at a dealership there. Told Mr. [redacted] that would be fine and stated that I would make the call to the dealer and let them know that he was coming.
contacted a representative from said dealer in Panama City and explained situation. Asked dealer rep to start authorization process and order needed parts.
Authorization for repairs was submitted on 12/16 and parts were ordered on 12/17. Parts were shipped same day and have a scheduled delivery date of 12/21.
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will see if the work gets done it's been going on long than the date describe but if going to have some one come out and fix soon will be happy.
Final Consumer Response /* (4200, 15, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thursday, January 21, 2016
First of all I would like to thank [redacted] for getting part of the work done...As we had told Corporate HQ and [redacted] about our trouble with our 2016 29' RS Cruiser Aire 5th wheel we are still waiting for other parts to come in, which was supposed to be shipped from the company, and that all parts were in Wrong all the parts were not in and now will have to go back again.
I have told the sales manager at [redacted] at least a dozen time's about our problem with the camper and HQ sales manager several time about our problem which started with.
1.Light over chair.
Unresolved
2.Cabinet door in bedroom Unresolved
3.Outside oven Vent.
Unresolved
4.Kitchen Table
Unresolved
5.Outside seal on bedroom slide-out. Resolved
6.Inverter not working. Resolved
7.Circuit board behind refrigerator broken. Resolved
8.Replace battery Resolved
9.Loose faucet. Resolved
10.Bedroom draw rail broken. Resolved
11.Bedroom slide door lock. Resolved
12.Cargo door lock broken Resolved
13.Screen door out of aliment
Resolved
14.Water leak Resolved
15.5th wheel hitch broken. Resolved
16.Seal on bedroom slide out. Resolved
17.Outside seal on window. Resolved
Now after 7 months of back and forth with [redacted], countless phone calls to [redacted], and [redacted] HQ we have more issues with the camper which we have told [redacted] service manage that our stove burner is not lighting, and most Critical was we could not put the rear stabilizer jack up to get the camper ready to go to get fixed. The camper was picked up by [redacted] employee which gave no assistance in hooking up upon arrival or when he returned with the camper.

We have called [redacted] sale person to give us a price in buying back our camper, and it will be up to HQ according to the sales person, we have had it with this RV and looking forward to getting out from under all the troubles we have experienced with this unit.
Sincerely;
[redacted]
Final Business Response /* (4000, 13, 2016/01/21) */
Contact Name and Title: Mark [redacted] Customer Advi
Our records show that all parts needed to complete the repairs show delivered to the [redacted] in Panama City Fl. I have spoken with the service manager at the dealership and they are going out to pick up unit and complete repairs.
As of 1/21/16 received a message for dealership that unit had been picked up from customer and was at shop for the repairs
OFFER:
Crossroads will partner with the dealership to help make all warrantable repairs to customers unit.

Initial Business Response /* (1000, 7, 2017/03/10) */
Thank you for contacting us regarding Mr. [redacted]'s complaint. To date all warrantable claims for this customer have been approved for repairs. The current claims relayed by Mr. [redacted] have not been submitted to us through an authorized dealer....

For consideration and as stipulated in Mr. [redacted]'s warranty, he will need to proceed to an authorized dealer and should the items submitted be deemed warrantable, allow time for the repairs to take place.
Initial Consumer Rebuttal /* (3000, 15, 2017/05/04) */
Consumer contacted our office indicating his trailer has been sent to Camping World, within a month and a half they have not made any repairs, alleging everything is ok. Consumer indicated there is a lengthy punch list, and Crossroads RV is not paying for repairs. The trailer was removed from one dealer to Camping World because Crossroads RV is not paying for the repairs.
Consumer indicated this is his home, and he can no longer pay for hotel.
Consumer is requesting communication, approving of the repairs that are needed, and payment to the dealer so repairs can be done promptly.
Final Business Response /* (4000, 17, 2017/05/11) */
Thank you for the additional contact. To date, all warrantable repairs submitted to Crossroads have been approved and completed. Mr. [redacted]'s representative will continue to work with Camping World to determine if warranty defects indeed exist and if so, they will also be addressed as stipulated in our warranty.

Initial Business Response /* (1000, 8, 2016/02/22) */
Contact Name and Title: [redacted] Lead Retail Adviser
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@crossroadsrv.com
We are working with the service center, and The owner of the unit to resolve the current issue under the terms of the...

warranty. We have been in contact with the owner and the service center. Our service Manager is currently working with the service center in order to get the issue resolved. The current issues are two slide outs have a half dollar sized drop of water on the roof only after a very heavy rain (horizontal rain) again we are working with the owner and the service center to get the issue resolved.
OFFER:
To repair the unit under the terms of the warranty.
Initial Consumer Rebuttal /* (3000, 10, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is been going on for over a years and it has not been fixed yet today date. trailer is been out of service for one year , if you add up the time that is been in the shops 9 months in one shop .back to the factory and has been another shop since the weekend after Thanksgiving. Plus all the time I lost driving back and forth from Long Island to Connecticut to the repair shop ,and emptying all my stuff out of the trailer for it to go back to the factory
Final Business Response /* (4000, 25, 2016/08/08) */
Emailed [redacted] the following:
[redacted] if you are still having issues with the slide out please get it to a dealer or service center for inspection so they can report their findings to us.
Final Consumer Response /* (4200, 27, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted local RV repair shop that put slide tops on. they have not returned my call I have the feeling that they do not want to deal with this issue. This is something they should've fixed at factory..It looks like mold in ac duct.

Initial Business Response /* (1000, 5, 2016/04/21) */
This issue was submitted on a warranty claim (with pictures)by the dealer. The issues has been reviewed by Crossroads dealer tech department and has been deemed damage due to the jacks being over loaded or having too much pressure placed on...

them. These jacks are designed for stabilization only and will not support the full weight of the camper. Crossroads warranty coverage extends to manufactures defects in material or workmanship but does not warranty damage.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A 'Crossroads dealer tech' deemed the damage to be due to overloading or too much pressure (from looking at photos). The tech was not present when the defective materials could not hold an average load and buckled. An engineer and a technician on my end have looked at the actual damage and determined that the jacks were manufactured with defective material that should not have passed quality inspection. This is a 'he said she said' type of situation that should just be covered under warranty since the trailer is less than 9 months old. Crossroads continues to speculate which does not support denial of a warranty claim. To deny any possibility that the material could have been defective is absurd.
Final Business Response /* (4000, 9, 2016/05/05) */
The decision that was reached was not done so on speculation, but through a review by the manufacturer of the component in question. The photographs are consistent with a history of cases of overloading. We stand behind the decision not to cover this item under the terms of the limited warranty