Independent Appraisal Service

Hello, Mrand Mrs [redacted] vehicle did catch on fire at our facility We immediately had our Insurance Company get with the [redacted] and work with them to resolve the situationUnfortunately, the vehicle was classified as a Total Loss by the Insurance company, and the [redacted] accepted that They settled the Claim with our Insurance company as well as cashed the check The situation at that point was resolved Any concerns or dissatisfaction that the [redacted] had should have been addressed with the Insurance Company prior to them settling the claim and cashing the check At this point, any further concerns, on the part of the [redacted] , should be addressed with the insurance company and not DeMontrond® We are extremely sorry that the accident occurredHowever, all further concerns must be addressed with the insurance company that the [redacted] settled with

In response to complaint # [redacted] Thank you so much for taking the time to speak with our service director Dana [redacted] yesterday late afternoon As you discussed with Dana, we were, unfortunately, unaware of this situation prior to receiving this complaint; we understand, as per our request, that you will be sending us contact information for the Dealership that now has your vehicle, photos of the discussed damage as well as documentation to support the cause of the damage We will wait to receive this information from youSincerely,Diva ***E Commerce Executive DirectorDeMontrond Texas City

I have forwarded you an email with clarificationSent: Friday, September 16, 9:AMSubject: Damaged Caused by Demontrond Good morning,This email is in response to your message stating more Documentation from [redacted] stating the damages were caused by previous repair.The following email was from [redacted] , the technician that worked on my vehicle at [redacted] When asked why we had to replace the steering shaft, he replied that Demontrond had to remove the intermediate shaft to fix the driver side mount and they left the bolt loose Please refer to the email I forwarded along with this message [redacted] From: [redacted] , *** Sent: Wednesday, August 24, 8:AM Subject: RE: THEY HAD REMOVER THE INTERMEDIATE SHAFT TO DO THE DRIVE SIDE MOUNT AND LEFT THE BOLT LOOSE From: [redacted] , [redacted] Sent: Wednesday, August 24, 8:AM To: [redacted] , [redacted] Subject: Good Morning,Could you please explain to me about the reason we had to replace the steering shaft on my son’s avalanche??? I was trying to understand how Demontrond screwed up installing the motor mounts?? He is wanting to understand also.Thanks so much for your help ***

Ms [redacted] - We appreciate the time you have taken to speak with our Service VP Joe *** It is our understanding that he is working with you directly to resolve your concernsWe are confident that he will do everything in his power to assist you going forwardPlease do not hesitate to reach out in the future should you need additional assistanceThanks,DeMontrond Texas City RV