We can certainly understand the customer’s frustration with needing repairs on an RV that they planned to use to travel the country with their kids (And we certainly appreciate their public service in their chosen professions, as a teacher and firefighter.) There do seem to be some discrepancies between the details in their story and the records we have, but regardless, we are extremely sympathetic to their frustration We’d like nothing more than to fix the motorhome according to the manufacturer’s specifications and get our customer back on the roadOur service records indicate that on July 22, the roof air was continually tested and that it cooled the unit to degrees below the outside temperature Jayco, the manufacturer, holds that this level of cooling constitutes the unit operating as designed and declined to authorize a repair or replacementUnfortunately we have no record of any customer complaint regarding the radio, CD player or GPS And we do not show a second complaint about the air conditioner during the February 11, service visit for the slide out issue Also, we have no record of any complaint a month later But we do know that the unit was taken to an outside repair facility at one point, which may be causing some of this confusion We have no idea what might or might not have been performed at that facility, or whether those attempted repairs might be contributing to these problems Because of that, we are having a significant amount of difficulty reconciling some of the items noted here by the customer, because the issues are very different than what we have in our service recordsFor the most recent visit, the unit was dropped off at our facility on February 3, Although the unit was out of its warranty period, we worked resolutely with Jayco and finally succeeded in getting them to approve the requested repairs as a gesture of customer goodwill The repairs are in excess of $10,and Jayco agreed to completely take care of the repair for the customer This happened before we were ever made aware of this Revdex.com complaint Since the coach was dropped off, we have been attempting to make all requested repairs in order to satisfy the customer, but unfortunately many of the repairs require custom stained cabinetry and other wood products One complicating factor that has extended the timeline is the fact that we have received parts three times (including last week) from the manufacturer that were incorrect or deficient or did not match, and so have had to wait additional weeks for new parts from the factory The manufacturer has told us to expect parts this week (again) and as long as they are correct when they arrive, we will complete the repairs just as soon as we feasibly can and return the unit to the customer (hopefully within a few days)We do feel that the request to repurchase or replace the vehicle is unreasonable We will do everything we can to repair the coach timely, and have been successful at getting multiple additional repairs approved past the warranty period We are truly sorry that the customer is unhappy, and would also be glad to have a member of our management or ownership team converse with them if that would help in any way Beyond that, we are unfortunately limited in how much is even possible given the circumstances
We can certainly understand the customer’s frustration with needing repairs on an RV that they planned to use to travel the country with their kids (And we certainly appreciate their public service in their chosen professions, as a teacher and firefighter.) There do seem to be some discrepancies between the details in their story and the records we have, but regardless, we are extremely sympathetic to their frustration We’d like nothing more than to fix the motorhome according to the manufacturer’s specifications and get our customer back on the roadOur service records indicate that on July 22, the roof air was continually tested and that it cooled the unit to degrees below the outside temperature Jayco, the manufacturer, holds that this level of cooling constitutes the unit operating as designed and declined to authorize a repair or replacementUnfortunately we have no record of any customer complaint regarding the radio, CD player or GPS And we do not show a second complaint about the air conditioner during the February 11, service visit for the slide out issue Also, we have no record of any complaint a month later But we do know that the unit was taken to an outside repair facility at one point, which may be causing some of this confusion We have no idea what might or might not have been performed at that facility, or whether those attempted repairs might be contributing to these problems Because of that, we are having a significant amount of difficulty reconciling some of the items noted here by the customer, because the issues are very different than what we have in our service recordsFor the most recent visit, the unit was dropped off at our facility on February 3, Although the unit was out of its warranty period, we worked resolutely with Jayco and finally succeeded in getting them to approve the requested repairs as a gesture of customer goodwill The repairs are in excess of $10,and Jayco agreed to completely take care of the repair for the customer This happened before we were ever made aware of this Revdex.com complaint Since the coach was dropped off, we have been attempting to make all requested repairs in order to satisfy the customer, but unfortunately many of the repairs require custom stained cabinetry and other wood products One complicating factor that has extended the timeline is the fact that we have received parts three times (including last week) from the manufacturer that were incorrect or deficient or did not match, and so have had to wait additional weeks for new parts from the factory The manufacturer has told us to expect parts this week (again) and as long as they are correct when they arrive, we will complete the repairs just as soon as we feasibly can and return the unit to the customer (hopefully within a few days)We do feel that the request to repurchase or replace the vehicle is unreasonable We will do everything we can to repair the coach timely, and have been successful at getting multiple additional repairs approved past the warranty period We are truly sorry that the customer is unhappy, and would also be glad to have a member of our management or ownership team converse with them if that would help in any way Beyond that, we are unfortunately limited in how much is even possible given the circumstances