Thank you for giving us the chance to respond to the complaint made by the [redacted]'s. I will address each point in their complaint.First of all, we never rush or hurry anyone off of our lot, especially one who had just spent $800.00 in repair cost. Our technician, as well as our service...
manager, spent at least 30 minutes with the [redacted]'s outside of their trailer explaining what repairs we completed and our findings. In addition, the [redacted]'s spent about the same amount of time in our parts room discussing the situation with the owner and parts manager. Before they ever saw their trailer, they were asking for us to cut the cost of repairs.On May 15, the [redacted]'s dropped off the trailer to be worked on. They had several tasks they wanted to have completed on this trailer. One of the task was to pack the wheel bearings and check the brakes. The [redacted]'s had purchased the trailer used from an individual. The trailer was pulled up to our shop on the 18th of June to begin repairs. The technician pulled the wheels and removed the hub assembly's, removed the bearings, cleaned the bearings and checked the brakes. A phone call was made to the [redacted]'s that day to inform them of our findings. A message was left on their voicemail, and Mr. [redacted] returned the call later that morning. We informed him of the repairs needed and the prices involved. Mr. [redacted] authorized the repairs. The repairs were completed on June 25th, the [redacted]'s were notified, and they picked the trailer up on June 29th. One of our technicians assisted the [redacted]'s with the hookup with the trailer, and talked with him about the repairs made. At NO point was he rushed or hurried off of our lot. Mr. [redacted] returned with the trailer 1/2 hour later, because the brakes were hot and smoking. We immediately pulled the trailer up to the shop bay to check for the problem. Two technicians worked together. One pulled the wheels and the started checking the wiring. When no problem was detected with the trailer, we asked Mr. [redacted] if he had a brake control in his vehicle. He said no. We asked if we could check the wiring in his vehicle. He agreed, and we found that the wiring in his vehicle was done incorrectly. We had nothing to do with that wiring. We asked who did the wiring and he advised us that a company by the name of [redacted] had. We advised him that he needed to return to them for reimbursement of the wiring job. We advised him that he needed a brake controller in his vehicle, and he declined. In essence, he was pulling his trailer without brakes. This was a problem he was aware of when he left our lot for the final time.?
Thank you for giving us the chance to respond to the complaint made by the [redacted]'s. I will address each point in their complaint.First of all, we never rush or hurry anyone off of our lot, especially one who had just spent $800.00 in repair cost. Our technician, as well as our service...
manager, spent at least 30 minutes with the [redacted]'s outside of their trailer explaining what repairs we completed and our findings. In addition, the [redacted]'s spent about the same amount of time in our parts room discussing the situation with the owner and parts manager. Before they ever saw their trailer, they were asking for us to cut the cost of repairs.On May 15, the [redacted]'s dropped off the trailer to be worked on. They had several tasks they wanted to have completed on this trailer. One of the task was to pack the wheel bearings and check the brakes. The [redacted]'s had purchased the trailer used from an individual. The trailer was pulled up to our shop on the 18th of June to begin repairs. The technician pulled the wheels and removed the hub assembly's, removed the bearings, cleaned the bearings and checked the brakes. A phone call was made to the [redacted]'s that day to inform them of our findings. A message was left on their voicemail, and Mr. [redacted] returned the call later that morning. We informed him of the repairs needed and the prices involved. Mr. [redacted] authorized the repairs. The repairs were completed on June 25th, the [redacted]'s were notified, and they picked the trailer up on June 29th. One of our technicians assisted the [redacted]'s with the hookup with the trailer, and talked with him about the repairs made. At NO point was he rushed or hurried off of our lot. Mr. [redacted] returned with the trailer 1/2 hour later, because the brakes were hot and smoking. We immediately pulled the trailer up to the shop bay to check for the problem. Two technicians worked together. One pulled the wheels and the started checking the wiring. When no problem was detected with the trailer, we asked Mr. [redacted] if he had a brake control in his vehicle. He said no. We asked if we could check the wiring in his vehicle. He agreed, and we found that the wiring in his vehicle was done incorrectly. We had nothing to do with that wiring. We asked who did the wiring and he advised us that a company by the name of [redacted] had. We advised him that he needed to return to them for reimbursement of the wiring job. We advised him that he needed a brake controller in his vehicle, and he declined. In essence, he was pulling his trailer without brakes. This was a problem he was aware of when he left our lot for the final time.?