Good afternoon:I just received and responded to Mrs. [redacted] today. Below, please see both her email and my response. This is in response to her complaint, Case Number [redacted] I received in the mail today. I have broken it down as best I could,...
line by line.Re: winterizing without permission not covered by warranty. Mr. [redacted] brought his unit to us on January 4, 2016. He was told we could not store his RV inside as we have too many units on our lot to store them inside during the winter. We told him we would not be held responsible for any frozen pipes if he didn't want to have his unit winterized. He authorized us to winterize the unit. We did so. Re: used their toilet after customer had emptied it. This is simply a falsehood. We have been in business for 32 years. Our technicians value their jobs more than to use a bathroom in an RV, not to mention the fact, we have three very nice bathrooms in our facility for our usage. Our customers comment on how nice they are regularly.Re: the "stinch" ... I assume she means "stench". Black water tanks need not only to be emptied but also cleaned before they are stored. Evidently, Mr. nor Mrs. [redacted] cleaned their black water tank. We do not clean them unless there is a line item on the ticket. We were not asked to do so. I imagine the stench was overwhelming if she stored her camper without cleaning the black water tank.Re: cleaned the toilets. We do not clean toilets unless there is a line item on the ticket to clean the unit. We were not asked to do so. Re: put water down the toilet after winterization. It would undo the winterization process. The purpose of putting the antifreeze in the lines is so they will not burst. If you ran water in and flushed the antifreeze through then you have negated the winterization.Re: left antifreeze all over. The faucets are left open and there is antifreeze left in the lines. Jostling the unit as a result of running it down the road can cause the antifreeze to drip down and sling around the camper. Re: stains from antifreeze. In 32 years, I have never heard of the RV antifreeze permanently staining anything. As you can see from my [redacted] to Mrs. [redacted], I have asked for her to provide pictures. Re: mold around toilet bowl. RV antifreeze does not cause mold. We do not use anything else while winterizing except antifreeze. I can only assume this was caused by the toilet bowl not being cleaned before storage.Re: being inefficient, sloppy, and disrespectful. I can only say none of these are points are valid. There is someone acting disrespectfully; however, it was no one at RV Service of Virginia. Please reference Mrs. [redacted] below. I would point out if this complaint had any merit at all, the attorney would have happily brought a suit. Lastly, I have [redacted] in a copy of a release Mr. [redacted] signed when he picked up his camper. The release clearly states he performed a visual inspection of the camper. He did not mention the antifreeze being a problem when he picked it up. Furthermore, he picked up his camper on 2/3/16. The first communication we have received from them was 4/1. This is two months after they picked up the camper. I have attached a copy of the release signed by Mr. [redacted]. Please advise me if you need further information.My best,[redacted]
I have just spoken with someone at the Richmond Revdex.com office and was given your name as the person who is handling this complaint. Please see the attachments which include our response to Mr. [redacted] complaint. I shall have to send you the scanned copies of the open tickets. For some...
reason, this email will not accept them. We received Revdex.com Case# [redacted]. Here is our response. If you read Mr. [redacted] complaint, it sounds as if we had done nothing on his unit for three and a half months. Here are the facts. On 9/7/16, he brought his unit in originally. The work for the original ticket ([redacted]) was completed on 10/5/16 in the amount of $[redacted]. We opened a second ticket ([redacted]) on his unit on 10/12/16. That work was completed on 12/21/16 in the amount of $[redacted]. For clarification, neither of these work orders have been paid and remain open in our system. I have included copies of the completed orders. On 1/10/17, we faxed [redacted] with the insurance company the estimate for the remaining repairs to be done. On 1/17/17, the insurance company hired a 3rd party appraiser to look at the job. On 1/20/17, we called the insurance company to see if the work had been approved and were told it was. On 1/23/17, we contacted Mr. [redacted] and told him we needed an email granting us permission to order the parts to complete the work. On 1/24/17, we received the OK to order the parts. Mr. [redacted] unit has been in line to get his work done for 66 days. We are a small business with a limited number of technicians that are able to do this type work. We currently have five estimates ahead of him and cannot tell him when we will be able to get to complete all the repairs to his unit. It is still two or three weeks away. We are guilty of not calling Mr. [redacted] on a regular basis to tell him we have NO idea when we are going to be able to get to his unit. For this, we apologize. We are extremely busy and let our customers know this when they drop off their unit. Most of our customers wait weeks before they get an appointment and understand they then get in line to get the work completed. We understand if Mr. [redacted] cannot wait on our schedule. If not, we think it would best if Mr. [redacted] came, picked up his unit, and paid us for the work we have completed. We have included on this email Mr. [redacted] so he has all the information we are sending you. We await his answer. Please contact me if you need any further information.My thanks,Shelley R[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The form from when the RV was dropped off does not indicate that there was a request for the RV to be winterized. I have not seen anything about the weatherization except on the final bill. The tank had been emptied and well rinsed before it was dropped off so I don't understand how it was used if the workers did not do it.The sinks were splashed and had the antifreeze in the sinks and on the counters. I cleaned the areas and the toilets that had antifreeze in them. I tried to get the stains out, I will send a picture. Your service people were sloppy and did not care about the RV, and they NEVER cleaned up after themselves.We want the money that was charged for the winterization back.
Regards,
[redacted]
Good afternoon:I just received and responded to Mrs. [redacted] today. Below, please see both her email and my response. This is in response to her complaint, Case Number [redacted] I received in the mail today. I have broken it down as best I could,...
line by line.Re: winterizing without permission not covered by warranty. Mr. [redacted] brought his unit to us on January 4, 2016. He was told we could not store his RV inside as we have too many units on our lot to store them inside during the winter. We told him we would not be held responsible for any frozen pipes if he didn't want to have his unit winterized. He authorized us to winterize the unit. We did so. Re: used their toilet after customer had emptied it. This is simply a falsehood. We have been in business for 32 years. Our technicians value their jobs more than to use a bathroom in an RV, not to mention the fact, we have three very nice bathrooms in our facility for our usage. Our customers comment on how nice they are regularly.Re: the "stinch" ... I assume she means "stench". Black water tanks need not only to be emptied but also cleaned before they are stored. Evidently, Mr. nor Mrs. [redacted] cleaned their black water tank. We do not clean them unless there is a line item on the ticket. We were not asked to do so. I imagine the stench was overwhelming if she stored her camper without cleaning the black water tank.Re: cleaned the toilets. We do not clean toilets unless there is a line item on the ticket to clean the unit. We were not asked to do so. Re: put water down the toilet after winterization. It would undo the winterization process. The purpose of putting the antifreeze in the lines is so they will not burst. If you ran water in and flushed the antifreeze through then you have negated the winterization.Re: left antifreeze all over. The faucets are left open and there is antifreeze left in the lines. Jostling the unit as a result of running it down the road can cause the antifreeze to drip down and sling around the camper. Re: stains from antifreeze. In 32 years, I have never heard of the RV antifreeze permanently staining anything. As you can see from my [redacted] to Mrs. [redacted], I have asked for her to provide pictures. Re: mold around toilet bowl. RV antifreeze does not cause mold. We do not use anything else while winterizing except antifreeze. I can only assume this was caused by the toilet bowl not being cleaned before storage.Re: being inefficient, sloppy, and disrespectful. I can only say none of these are points are valid. There is someone acting disrespectfully; however, it was no one at RV Service of Virginia. Please reference Mrs. [redacted] below. I would point out if this complaint had any merit at all, the attorney would have happily brought a suit. Lastly, I have [redacted] in a copy of a release Mr. [redacted] signed when he picked up his camper. The release clearly states he performed a visual inspection of the camper. He did not mention the antifreeze being a problem when he picked it up. Furthermore, he picked up his camper on 2/3/16. The first communication we have received from them was 4/1. This is two months after they picked up the camper. I have attached a copy of the release signed by Mr. [redacted]. Please advise me if you need further information.My best,[redacted]
I have just spoken with someone at the Richmond Revdex.com office and was given your name as the person who is handling this complaint. Please see the attachments which include our response to Mr. [redacted] complaint. I shall have to send you the scanned copies of the open tickets. For some...
reason, this email will not accept them. We received Revdex.com Case# [redacted]. Here is our response. If you read Mr. [redacted] complaint, it sounds as if we had done nothing on his unit for three and a half months. Here are the facts. On 9/7/16, he brought his unit in originally. The work for the original ticket ([redacted]) was completed on 10/5/16 in the amount of $[redacted]. We opened a second ticket ([redacted]) on his unit on 10/12/16. That work was completed on 12/21/16 in the amount of $[redacted]. For clarification, neither of these work orders have been paid and remain open in our system. I have included copies of the completed orders. On 1/10/17, we faxed [redacted] with the insurance company the estimate for the remaining repairs to be done. On 1/17/17, the insurance company hired a 3rd party appraiser to look at the job. On 1/20/17, we called the insurance company to see if the work had been approved and were told it was. On 1/23/17, we contacted Mr. [redacted] and told him we needed an email granting us permission to order the parts to complete the work. On 1/24/17, we received the OK to order the parts. Mr. [redacted] unit has been in line to get his work done for 66 days. We are a small business with a limited number of technicians that are able to do this type work. We currently have five estimates ahead of him and cannot tell him when we will be able to get to complete all the repairs to his unit. It is still two or three weeks away. We are guilty of not calling Mr. [redacted] on a regular basis to tell him we have NO idea when we are going to be able to get to his unit. For this, we apologize. We are extremely busy and let our customers know this when they drop off their unit. Most of our customers wait weeks before they get an appointment and understand they then get in line to get the work completed. We understand if Mr. [redacted] cannot wait on our schedule. If not, we think it would best if Mr. [redacted] came, picked up his unit, and paid us for the work we have completed. We have included on this email Mr. [redacted] so he has all the information we are sending you. We await his answer. Please contact me if you need any further information.My thanks,Shelley R[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The form from when the RV was dropped off does not indicate that there was a request for the RV to be winterized. I have not seen anything about the weatherization except on the final bill. The tank had been emptied and well rinsed before it was dropped off so I don't understand how it was used if the workers did not do it.The sinks were splashed and had the antifreeze in the sinks and on the counters. I cleaned the areas and the toilets that had antifreeze in them. I tried to get the stains out, I will send a picture. Your service people were sloppy and did not care about the RV, and they NEVER cleaned up after themselves.We want the money that was charged for the winterization back.
Regards,
[redacted]