Good Time RV

Complaint: ***
I am rejecting this response because: There are so many lies and and excuses in this reply that I had never even heard of. I know it has come down to "he said, she said" and the only way it could ever be solved is for someone to come look at the motor home and go over all of the paper work that I have to know that he has done none of the work and that he has kept all of the money. I don't even know what he was talking about when he was saying that the insurance checks had to be converted to cashier checks - I never heard anything about this. No mention of mice was ever made, until we had the coach at home and after being at his lot for 2-1/years it was full of mice. I can't argue anymore because he obviously is satisfied with taking the money and not doing the work, so I will have to go on with my life. The only thing in this entire answer that was true is that I was not nice to the lady that makes his appointments and works with the customer. She told me no less than times over a period of at least a year and a half that everything was done but the floor. I have a copy of an email that she sent me that everything was done except the catch on the closet door and the toilet seat replacement. I listened to these lies for so long that yes, I lost my temper and let her have it. When he says that I received a detailed invoice outlining all of the labor hours and parts purchased - what I have is an invoice saying hours @ 105.00, hours @ and hours at per hour for a total of $11,and parts $1,244.70. There is no detail as to what was repaired with all of those hours. Except for one light fixture being replaced, any person could see that absolutely nothing else was done. I am not complaining about the money spent on the parts. The only way I will ever get the truth to come out is to take this to trial, but he knows that the attorney costs would by far outweigh the $11,that was taken, so I guess he wins
Regards,
*** ***

5-18-2015This letter is in
response to a complaint filed against us by Ms. [redacted] regarding her RV repair.
While we understand her position we must provide the information as it actually
is. As to her claim for the $11,00.00, and the statement that NO work had been
performed let me respond...

by saying this. When we originally looked at the RV we
wrote an "Estimate" for repairing what was visible. We also performed
an Extended Warranty repair that was seperate from the water damage estimate.
The Extended Warranty repair was completed within two weeks of authorization
and Ms. [redacted] paid her portion of the repairs not covered by her warranty. As
for the water damage repairs, we wrote an "estimate" for what was
visibly damaged at the time we inspected it. Upon receiving the RV to the shop
we had numerous difficulties with the RV itself, non related to what we saw
when we inspected the RV originally, that slowed down the process of repairs.
When we received the RV the starting batteries were weak and unable to start
the RV without assistance or charging for several hours. Additionally, there
were minor electric problems, unrelated to the water damage, that delayed the
start of repairs as well as the rear slideout that had severe problems
preventing us from gaining access to the area we were trying to repair.When we agreed to take the RV for repair her
daughter, [redacted], asked to negotiate the deductibles by doing trade-out
work on our website which she does for a living. Reluctantly we agreed but
informed her that in that case we would proceed with repairs and status and
expected the same status updates on our website. Needless to say we got NO
response or progress on the website services, but we proceeded with repairs
anyway and paid her for the services she billed us for. When we originally took
the RV in Ms. [redacted] provided the checks from the insurance company,
unfortunately they were written in such a way that our bank would not accept
them. We informed Ms [redacted] that the checks would have to be corrected before we
proceeded to insure that when the work was completed we would be able to
deposit the checks. The resolution to the issue, from the Insurance company,
was to take the checks to an issuing bank and have them converted to cashier
checks. Ms. [redacted] did NOT want to drive to the shop to pickup the checks and
take them to a Wells Fargo branch and have them converted to cashiers checks.
We took the checks and had them converted to cashiers checks, however, the
checks were only good for 60 days so we deposited them into our account to
avoid them from expiring. The repair was difficult in that the RV had other
problems, not related to the water damage, that slowed down our progress and
when we discovered there was additional damage to the RV that we could not see
until we began the repairs we contacted the insurance company only to discover
that they would not pay for additional repairs since the previous checks had
been deposited. Ms. [redacted]' daughter, [redacted], advised us NOT to call Ms. [redacted]
with updates and instead direct ALL comunication to her. Upon reviewing the
circumstances we informed the daughter, as instructed by her, that there was
additional damage and that the insurance company refused to pay for. At this
point we explained the options and agreed to complete the repairs but would
have to do so in our spare time. We informed her of this because our
technicians are paid by the job hour, not the clock hour, and it would be
unfair for them to perform work in a normal work week and not be paid so the
work would be done by myself and a helper. As a GM and active technician I have
little spare time and did not want to have any of the repairs performed by an
un-certified technician. Consequently the repairs took an unusually long time
and when contacting her daughter with status reports were assured that this was
not a major deal and to proceed as needed.Before we realized how long the RV had been at our location Ms. [redacted]
became extremely angry with us and demanded answers. We did as we were advised
and gave her as little information as needed in hopes that it would satisfy
her. Unfortunately it did not and she became verbally abusive to my office
staff and anyone who answered the phone. During the time we had the RV we had
some unfortunate circumstances happen to family members of the company and Ms.
[redacted] had ZERO sympathy for them, even stating " that's not my problem,
people die all the time", to which I took perosnal offense to.
Nevertheless, when she reached the point of being so verbally abusive that no
one could talk to her I suggested that she just come pick the RV up and take it
elsewhere. She demanded a complete refund and I informed her that we would
gladly refund ANY unused amounts to her. After reviewing her paperwork and file
we found that we had already exceeded the amount the insurance company had
paid. We offered to complete the work on a set timeline for her, at no
addditional cost, and she refused. So, in response to her complaint about
nothing being done, she has no idea of the supplemental work performed that was
not on the original estimate as well as the constant work we were forced to do
just to put the RV in a position to make the repairs along with the usual
maintenance necessary to keep up with. In response to her claim the tires and
fuel on the RV were ruined as a result, I disagree. We moved the RV regualarly
and added fuel additives to ensure the fuel was safe. When Ms [redacted] came to get
the RV it was running fine and in fact she attached her tow car and drove home
with it successfully. She also signed a release stating that she was aware that
the RV was NOT complete and was taking it out of our shop by her own decision.
Regardless of the fact that she has filed this complaint let me say that we,
the RV Industry, use a rating scale for evaluating the condition of an RV in
respect to maintenance issues with 1 being "no maintenance" and a 10
being "well maintained" and Ms [redacted]' RV was a 2 when it arrived at
our shop. Additionally, shortly after the RV was dropped off we discovered that
it had a mouse infestation. To avoid the spread of these destructive little
rodents we were forced to place the RV outside for several weeks and attempt to
rid the RV of the infestation. Unfortunately some of the rodents escaped into
our shop forcing us to have an exterminator make multiple trips to extinguish
in an effort to avoid any of these rodents getting into other customers RV's,
at our expense. I am sympathetic to Ms [redacted]' complaints and would have welcomed
the opportunity to complete the repairs but we will NOT be verbally abused or
insulted by anyone, especially with the circumstances involved. Ms. [redacted] was
fully aware of her actions when she chose to remove the RV from our shop and
was explained to on several occassions that there was more unseen damage than
we expected so for her to make this complaint is totally unexpected. Ms [redacted]
was also given a detailed invoice outlining ALL of the labor hours and parts
purchased with respect to her RV and I have all the phone logs, emails and
letters to support our case if needed, I had just hoped that it would not have
come to this as I really do not wish to impose legal action against her for
making unsupported allegations against us. I can say though that we performed
more work on the RV than her daughter did on our website, and while that
agreement made between us and her daughter is somewhat irrelevant I believe it
is wothy of notng.Respectfully,[redacted] GMGOOD TIME RV