David Daily Home Improvement

We have taken a few days to interview our staff involved with this project We have learned that the person that inspected the complaint on March 9, was actually a salesperson (not a supervisor) This particular salesperson was actually trained through our Repair Division and intended to come back and make the repair himself versus submitting to our Repair Division This is why there was not a work order in our system The salesman let this slip from his schedule and didn’t make it back This is not our standard system of managing a complaint and a work order should have been recorded in the system This is our fault and we offer our apologies for “dropping the ball”Now, since Mr/ Ms [redacted] have had the problem repaired, Red River will refund the prior cost of the repair Hopefully we will receive another opportunity to show the ***’s the quality of our service in the future

Mr *** did come to L&D Suzuki on 2/17/to have his Swingarm,Wheels, Kickstand,Pegs and Brackets all chromedWith chrome parts we send them to California to get the parts chromed and then they get shipped back to us here in Delaware so it is a long processWhen Mr *** dropped off the
motorcycle for the work the fairing was already melting as you commonly see with the aftermarket fairings because of the low quality of the fairings and lack of heat shield between the fairing and exhaustUnfortunately there was problem with one on of Mr*** fairings getting cracked while it was here being worked onWe did call Mr*** and inform him of the issue with the fairing and let him know we did send it out to get repaired at an Auto Body ShopHe understood and said it would not be a problem.The fairing came back repaired and looked new and we put Mr*** fairing and the rest of the chrome parts on the motorcycle and called him to come pick it upWhen Mr*** came to pick up his motorcycle he inspected all of the work and signed off on the repair order that all of the work was completed and to his satisfactionI know that there is four employees and from L&D that can vouch that the fairing was melting when it came in for the repair as well as the Auto Body shop that completed the workMr*** came back a few days later with a complaint about the exhaust melting stating that it has become worse and *** *** the Parts Manager explained to him that with the aftermarket fairings that Mr*** had installed somewhere else instead of the original fairings it's going to continue to become worse. He was not satisfied with that as an answer and requested to speak with me (*** ***)I went outside to speak with Mr*** and tried explaining the situation to him just as Josh did and Mr*** became irateI told him if cursing and yelling at me is all he is going to do we are done with the conversation and have a nice day and walked back into the store.About a week later Mr.*** walked into the showroom here at L&D and I walked up to him and said how can I help you sirI was asked if he could speak with the owner of L&D and I told Mr*** that is not how it works I am the General Manager I handle any problems that arise he cannot have the owners phone number, He became irate again as I tried to explain to him the situation with his melting fairing that with the low quality and lack of heat shield it is just going to continue to get worse and worseHe then went on to tell me that he had pictures from when the fairings went on the motorcycle and that I could not prove that they were not melted before he came in and he was going to sue L&D for his fairingsI then told Mr.*** if that is the route he is taking again we are done with our conversation and have a nice dayI then walked away from Mr*** and back to my office and he left

Complaint: ***
I am rejecting this response because:I request a full refund to include the siding and the pipe bootThe work order stated "move rain collar down over HVAC pipe boot on west roof next to bumpout, seal around top of rain collar"Since the siding was not done properly and the rain collar was not repaired; I must assume the flashing around the bumpout was not done eitherSo I am requesting the complete repair cost of $
Sincerely,
*** ***

We have attached images of the work order showing that work was completed around the siding, rain collar, and bumpout as requestedWe will stand by our offer of a $refund as a measure of good faith because our account manager did fail to account for the work order properly and to respond to you in a reasonable amount of time

We have taken a few days to interview our staff involved with this project.  We have learned that the person that inspected the complaint on March 9, 2018 was actually a salesperson (not a supervisor).  This particular salesperson was actually trained through our Repair Division and...

intended to come back and make the repair himself versus submitting to our Repair Division.  This is why there was not a work order in our system.  The salesman let this slip from his schedule and didn’t make it back.  This is not our standard system of managing a complaint and a work order should have been recorded in the system.  This is our fault and we offer our apologies for “dropping the ball”. Now, since Mr. / Ms. [redacted] have had the problem repaired, Red River will refund the prior cost of the repair.  Hopefully we will receive another opportunity to show the [redacted]’s the quality of our service in the future.