Kaweah Lift

Dear ***:

This letter is in response to the complaint that was filed against our company, Kaweah Lift Inc, by Mr. ***. Mr. first brought us his Bobcat on February 12, 2020 because his unit was still leaking after he had taken it to a different shop to have the leak repaired. We informed Mr. that since this was our first time repairing his unit we would like to do an inspection first and quote him for any items we found needed to be repaired. Our hourly rate is cleared posted on the wall and it was communicated to him that we do charge for the inspection. He said to go ahead and let him know everything we found wrong with the unit. We notified Mr. of all the recommended repairs including the issue with the persistent leak being that the last shop installed the seals in the drive motors backwards which was why that specific leak was still present. Mr. decided he only wanted the drive motor seals addressed at that time and he wanted to provide us with the parts and we would just do the labor.

On March 5-6, 2020 we changed out the parts that the customer provided to us, notified the customer the unit was ready for pickup and what the total due was. He brought a check in for payment that was $99.65 less then what was owed. He stated the check was written for the amount he was given over the phone and that was all he was going to pay. Instead of making it an issue I adjusted off the short pay and accepted his payment in full. He took his unit and left on March 30, 2020.

On April 1, 2020 Mr. showed back up at our shop with his Bobcat unit and spoke to our shop foreman explaining that the unit now had an ACS light on and the unit would shut off when trying to operate. He said he thought there might be an electrical issue. It was explained that we would have to inspect the electrical system to diagnose it and he instructed our foreman to do the inspection and tell him what was wrong with it so he could fix it himself.

On April 6, 2020 we had 1 tech spend 4 hours doing a complete electrical/wiring system inspection with no discovery of any electrical issues. We then had our foreman spend an additional 2 hours looking the electrical over and researching the code(since we are not a Bobcat dealer). It was discovered that the code could mean restricted flow to the hydraulic filter and there was an issue with the inlet pressure switch as well. We recommended both items be replaced. We discussed the needed repairs with the customer and the charge for the inspection of 3 hours only(half the amount of time we had in it) and then with his son in law, Frank ***. Both argued that they should not have to pay us for anything because we just had the unit and this was the same problem as before which is an incorrect statement. Especially being that we were only authorized to change the parts provided by the customer the first time we had his unit. We explained we were only charging 3 hours of time even though we had more then that into the job and if they wanted we could change the hydraulic filter since we had it in stock. Frank said he would approve the filter if we charged no additional labor for it and we agreed to that.

When the customer came in to pay the bill and pick up his unit we thought everything had been settled, but he refused to pay us saying Frank was not the owner of Goodmorning concrete and he wasn’t allowed to make those decisions. Please make note that Mr. put us in touch with Mr.. Our service manager said she was not going to release his unit until the bill was settled. Mr. returned to his truck and drove it to the back of our private yard while he had Mr. contact us again and argue the bill for over 30 minutes on

the phone. Finally I personally informed Mr. that Mr. was more then welcome to come test drive the unit with our techs in the yard and if the light was now gone and the unit wasn’t stalling anymore then the bill must be paid. Mr. proceeded to stay in his truck at the back of our yard for another 20 minutes

while our techs test drove the unit for him around the yard. He finally came in to the office and said the bill would be settled by Mr. over the phone and he was filing a complaint against us and left refusing to sign for taking his unit. Our foreman walked with him to his truck while he loaded it and then Mr. left.

I received another call 10 minutes later from Mr. yelling at me that Mr. called him and told him the unit was not running and he couldn’t even load it on his trailer from our yard. This was a completely false statement as we watched Mr. load it with no issues and he had already left our yard when I received this phone call. Mr. seemed confused at that statement. I told Mr. to please stop calling when he wasn’t even present during the entire transaction to see how the unit was functioning and that is where the conversation ended.

It is important to note that Mr.’s Bobcat is in very rough shape and he has had multiple shops work on different items as well as doing repairs himself. We recommended additional repairs to him both times the unit was in our shop and were refused. The 2 issues that we were allowed to address were 2 separate issues, it was not us repairing the same item twice. We have been in business since 1981 and take our reputation very seriously. We tried to be fair with Mr. and Mr. by writing off time both times his unit was in our shop, but it became clear that nothing short of working for him for free was going to make him happy. We will no longer do any business with Mr. or Mr..

Sincerely,

***

Controller

***@kaweahequipment.com