The [redacted] 's were provided with a retail estimate for the installation of a secondary batteryThe customer left the dealership with full knowledge that they owed for this serviceour Service department made follow calls in an effort to collect payment and the customer refused to payGiant will turn this matter over to a collection agency.The terms of the warranty by the manufacture clearly state that the warranty work on new products must be performed by an authorized dealer Mike Murphy
Hi this is [redacted] VP of sales I have spoken to Mrs *** we have gone over her concerns and have addressed them as follows the perma plate has been refunded back to the financial institutionbecause its not a cash dealit was financed the service manager and myself have contacted mrs [redacted] and have her rv in the service dept getting fixed asap she is the owner of the RV and we are not doing business with her father who likes to come in and tell us what to dohe does not own the rv so its against factory warranty to speak to someone who does not own the RV any other questions you can call me at anytime thanks again [redacted]
With regards to the rejection response dated November 2nd 2017 The statement from the customer is correct with regards to the exact same problem, yes the power converter had failed on both occasions. The power converter component had failed on the original visit dated September 6th 2016 and again on the August 23rd 2017 visit. Giant RV written warranty for this repair is 90 days. The intermittent problem in question would have been re addressed had the unit been brought back to be reevaluated, the second failed component may have been found. The warranty and subsequent warranty payments are provided by the coach manufacturer Forest River Inc. The customer feels strongly the second component failure should be covered by the manufacturer warranty and contacted the manufacturer service employee who agreed to provide a part only and no labor, the customer did not contact the warranty manager for Forest River . Giant RV offered a discount for the installation of the part Forest River was willing to supply to the customer. Had the power converter we installed failed due to being defective Giant RV warranty would cover the replacement part and labor costs associated with the repair as stated in our written warranty. The first service repair order dated September 6th 2017 did not mention this was related to ambient temperatures. The original BBB complaint did not mention an email was sent stating to test the trailer on a hot day outside. After further review we found an email October 10th 2016 from the customer to [redacted] the service advisor stating this. [redacted] verifies all repairs the repairs a unit is brought in for are repaired and tested and operational prior to return to the customer. The fact this was an intermittent problem creates challenges for anyone trying to locate and repair something that is operational. Had it been non-operational at anytime while being checked it would have been found as additional component failure and submitted to Forest River for additional warranty approval. The only failure found was the converter internal fan had failed and caused the converter to overheat, which was submitted to the manufacturer and was approved by Forest River warranty and replaced. There are components in the trailer that are 120 volt and require 12 volt to operate. The conclusion with the use of a solar panel you could discard the power converter could be presented to the coach manufacturer who can confirm or deny this statement, I can say they are installed in thousands of the coaches built by Forest River. Giant RV does not accept responsibility for damages that both the owner and Giant RV employee concluded a walk around prior to the release of the unit. With regard to offensive comments, the manufacturer pays the warranty and the request to send a technician to the customers house for further repairs was declined by Forest River. The customer requested to remain on hold knowing I was on another call and not knowing the content or the length of the call, I advised our service employee several times to please take a message, I was told “ she will not hang up”. The choice to remain on hold until eventually leaving a message was hers. The conclusions of being on hold, my lunch and when I returned her call are all speculation and not factual. [redacted] does not order parts or work for the parts department and can only relay information given to her by our parts department. The call was returned later that day as my time allowed. The conversation with the customer was not pleasant and ended with her using obscene and lewd comments to which I ended the conversation.
Good Morning [redacted] , We have read over Mr [redacted] statement on concerns, Unfortunately Giant RV does not exchange out units as we obligated to follow the manufacture warranty policy & procedures Giant RV will be more than Happy to schedule an appointment at any of our locations to address his warranty concerns Please see the following locations and phone numbers to schedule an appointment for service repairs, Giant RV [redacted] AVE MONTCLAIR, CA [redacted] ###-###-#### GIANT RV [redacted] ESANTO [redacted] DRCOLTON, CA [redacted] ###-###-#### GIANT RV [redacted] WALNUT STWILDOMAR, CA [redacted] Thank you, [redacted] ***
the consumer has supplied the info require for Giant to complete the reg process and plates should be received from DMV shortlyIn response to the tire concern, the vehicle was sold AS IS with full disclosure
I am rejecting this response because: Salesman described that tires would be right or made right before delivery - Cannot see dry rot through consumer view of tiresThis is a SAFETY ISSUEThis is a Lemon Law issue that will be brought up with the California Deptof Justice/California Attorney Generals OfficeGiant RV can resolve this EQUITABLY or we will see them in court
The [redacted] 's were provided with a retail estimate for the installation of a secondary batteryThe customer left the dealership with full knowledge that they owed for this serviceour Service department made follow calls in an effort to collect payment and the customer refused to payGiant will turn this matter over to a collection agency.The terms of the warranty by the manufacture clearly state that the warranty work on new products must be performed by an authorized dealer Mike Murphy
Hi this is [redacted] VP of sales I have spoken to Mrs *** we have gone over her concerns and have addressed them as follows the perma plate has been refunded back to the financial institutionbecause its not a cash dealit was financed the service manager and myself have contacted mrs [redacted] and have her rv in the service dept getting fixed asap she is the owner of the RV and we are not doing business with her father who likes to come in and tell us what to dohe does not own the rv so its against factory warranty to speak to someone who does not own the RV any other questions you can call me at anytime thanks again [redacted]
With regards to the rejection response dated November 2nd 2017 The statement from the customer is correct with regards to the exact same problem, yes the power converter had failed on both occasions. The power converter component had failed on the original visit dated September 6th 2016 and again on the August 23rd 2017 visit. Giant RV written warranty for this repair is 90 days. The intermittent problem in question would have been re addressed had the unit been brought back to be reevaluated, the second failed component may have been found. The warranty and subsequent warranty payments are provided by the coach manufacturer Forest River Inc. The customer feels strongly the second component failure should be covered by the manufacturer warranty and contacted the manufacturer service employee who agreed to provide a part only and no labor, the customer did not contact the warranty manager for Forest River . Giant RV offered a discount for the installation of the part Forest River was willing to supply to the customer. Had the power converter we installed failed due to being defective Giant RV warranty would cover the replacement part and labor costs associated with the repair as stated in our written warranty. The first service repair order dated September 6th 2017 did not mention this was related to ambient temperatures. The original BBB complaint did not mention an email was sent stating to test the trailer on a hot day outside. After further review we found an email October 10th 2016 from the customer to [redacted] the service advisor stating this. [redacted] verifies all repairs the repairs a unit is brought in for are repaired and tested and operational prior to return to the customer. The fact this was an intermittent problem creates challenges for anyone trying to locate and repair something that is operational. Had it been non-operational at anytime while being checked it would have been found as additional component failure and submitted to Forest River for additional warranty approval. The only failure found was the converter internal fan had failed and caused the converter to overheat, which was submitted to the manufacturer and was approved by Forest River warranty and replaced. There are components in the trailer that are 120 volt and require 12 volt to operate. The conclusion with the use of a solar panel you could discard the power converter could be presented to the coach manufacturer who can confirm or deny this statement, I can say they are installed in thousands of the coaches built by Forest River. Giant RV does not accept responsibility for damages that both the owner and Giant RV employee concluded a walk around prior to the release of the unit. With regard to offensive comments, the manufacturer pays the warranty and the request to send a technician to the customers house for further repairs was declined by Forest River. The customer requested to remain on hold knowing I was on another call and not knowing the content or the length of the call, I advised our service employee several times to please take a message, I was told “ she will not hang up”. The choice to remain on hold until eventually leaving a message was hers. The conclusions of being on hold, my lunch and when I returned her call are all speculation and not factual. [redacted] does not order parts or work for the parts department and can only relay information given to her by our parts department. The call was returned later that day as my time allowed. The conversation with the customer was not pleasant and ended with her using obscene and lewd comments to which I ended the conversation.
Good Morning [redacted] , We have read over Mr [redacted] statement on concerns, Unfortunately Giant RV does not exchange out units as we obligated to follow the manufacture warranty policy & procedures Giant RV will be more than Happy to schedule an appointment at any of our locations to address his warranty concerns Please see the following locations and phone numbers to schedule an appointment for service repairs, Giant RV [redacted] AVE MONTCLAIR, CA [redacted] ###-###-#### GIANT RV [redacted] ESANTO [redacted] DRCOLTON, CA [redacted] ###-###-#### GIANT RV [redacted] WALNUT STWILDOMAR, CA [redacted] Thank you, [redacted] ***
the consumer has supplied the info require for Giant to complete the reg process and plates should be received from DMV shortlyIn response to the tire concern, the vehicle was sold AS IS with full disclosure
I am rejecting this response because: Salesman described that tires would be right or made right before delivery - Cannot see dry rot through consumer view of tiresThis is a SAFETY ISSUEThis is a Lemon Law issue that will be brought up with the California Deptof Justice/California Attorney Generals OfficeGiant RV can resolve this EQUITABLY or we will see them in court