Magic Touch, Inc.

Initial Business Response /* (1000, 8, 2015/05/21) */
Response to Case #XXXXXXXX May 21, 2015
January 22, 2015 a "Due Bill" was generated for the sale of the 2005 Raptor toy-hauler. The due bill instructed the Service Dept. to do a complete check-out, to install a plug in the bed...

of the truck, install a used 5th wheel hitch, install 3 new tires, and give the customer a starter kit. The customer signed the due bill at the time it was generated.
Every vehicle sold here goes through a thorough check-out to make sure all appliances work properly, LP system works properly without leaks, 12-volt system works properly, and the fresh water and waste water systems operate properly without leaks.
The fuel pump operation was checked during the PDI. A fuel leak was found, therefore a seal kit needed to be installed in the fuel pump. We could not get the seal kit in time to make the necessary repair before the trailer was to go out. The customer was made aware of the situation and he took delivery of the trailer. He stated he would pick up the pump and install it himself when it was ready. The fuel pump was re-built and given to the customer.
The customer complained we sold the trailer with dead batteries. We check the batteries at the time of check-out. The batteries of every RV will drain in a few days due to the constant draw by the LP detector. The LP detector has no on-off switch so it runs continually.
The furnace worked fine at the time the customer took delivery. The sales dept. said he stated it worked for him for a while and quit working suddenly. He brought the trailer back to us on a Saturday when the service dept. is not here, and told the sales dept. the two issues he was having. We prefer our customers drop off their vehicles for service Monday through Friday when the service dept. is open and our service personnel can discuss any problem with the customer. The furnace was removed, cleaned thoroughly and bench-tested. It was re-installed and continued to work fine. The second time he dropped the trailer off, again on a Saturday, he stated it worked for a while and then would not ignite. It worked fine when examined here. We changed out the switch and it continued to work fine and for an extended length of time throughout the day.
The customer complained the trailer has spent more time in our possession than his. Both times the trailer was dropped off, it was worked into our busy schedule as quickly as we could, and the problems resolved in a timely manner. The first time it was dropped off on Saturday, work completed by Wednesday. The second time he dropped off on Saturday, the part was ordered, delivered, and the work was completed Thursday. The generator started fine during the PDI and walk-through. The wiring was checked, and a minor adjustment was made to the stove-pipe which allowed it to start more easily in cold weather. After the adjustment it did start every time, and continued to start and run normally multiple times throughout the day.
The customer was given a walk-through on January 30, 2015 at which time he was given the starter kit. At the beginning of the walk-through the generator was started, then the customer stated he was in a hurry and already knew most of it and there was no need to go further with the walk-through.
The cargo area of the trailer is covered with linoleum so the subfloor is not visible. There are many variables why the tie-down pulled out of the flooring. We have repaired several brand new units because of over-tightening, or the toys they were tying down were too heavy for the tie-downs, or a sudden stop can cause it to pull out. We have not seen the trailer and the resulting damage to the floor to determine if wood rot is present. Reading about this issue in the Revdex.com complaint is the first time we have heard about it. The customer has not contacted us about the floor issue at any time or sent us pictures. We value our customers and are certainly willing to see if we can help and examine the flooring if the customer wants to bring the trailer in.