Initial Business Response /* (1000, 5, 2014/09/16) */
I must say I am surprised by your letterI have not been directly involved in the handling of Mr*** concern as I was off on holidays when it was brought to our attentionI have looked into the matter though and here is what I
have found outMr *** couch has a few spots on the front edge of the couch cushionHe was explained to that the defect would be submitted to warranty and he would be looked afterWhen this was submitted to the Manufacture of the trailer, they denied the warranty repairThe Owner/GM and my shop foreman call Mr*** on Aug /and informed him of his optionsWarranty was not willing to cover the repair but Mcgoverns RV wouldTo replace the cushion cover on Mr*** sofa would cost around $Changing fabrics is always a bit of a concern that fabrics fade at different rates so the coloring may seem a little brighter to start withAnytime we are going to repair or replace something at Mcgoverns expense, we offer the customer an option, repair the defect or take an in store creditLots of people prefer not to change minor imperfections and take the in store discountMr *** stated that he would rather have the sofa cover changed so we ordered the fabric replacement and are waiting for it to arriveI believed this was "rectifying the problem"
I will reach out to Mr *** and see if there is anything I can do to address his concerns further
If there is any other info the Revdex.com needs from us or will help in your resolve, please feel free to contact me at any time
Thanks
*** ***
Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On our walk through we had cancelled the fabric order because we are not satisfied with the result, We do not choose to have the cushion fabric replaced with a chance of it not matchingWe also do not want a store creditWe would like the couch replaced as promise the day of purchaseI would also like to add that *** *** did not reach out and contact us about any other concerns
Thank you
*** ***
Initial Business Response /* (1000, 8, 2015/09/29) */
Sorry for the late response Cordell, the person that receives these was out of the country
I have been in contact with Mr*** both in person and on the phone over the recent sewer
issues so this letter come as a bit of a
surpriseTo address Mr*** initial remarks, when he
purchased the trailer we installed a 5th wheel hitch into his truckMr*** had a headache rack on
the truck and it was explained that it should come off and he declinedMr*** had a prior
appointment elsewhere so I agreed to have our driver take both his truck and trailer out to his location
for him free of chargeThe driver thought he had enough clearance and when he crossed the tracks and
the headache rack made contact with his front capI apologized and covered the repair for that
His fridge issue was an intermittent problem that we were unable to duplicateI sent a
Technician out to his location twice to test and diagnose the problem and nothing was foundWe
appealed to the fridge manufacture and they agreed to replace a part free of charge but the
manufacture would send the replacement part and there would be a 3-days wait
***
Now for the most recent complaint, Mr*** had his sewer tank rupture back in march of
as he statedAfter inspection of the tank back then, it was thought that the Customer had hooked
city water pressure to his "sani flush" causing his tank to over pressure and the tank to ruptureThe
customer claimed this was not the case back then so we checked venting and reinforced the new tank as
per his request*** covered this repair as goodwill
On Aug of the customer brought in his unit with the same problemHe stated "while his
Brother was using his trailer he got a phone call stating that his brother heard a loud bang and sewer
was running out the bottom of his trailer"In our inspection, we found that the top was blown up off
the sewer tank again and there were several gallons of sewage throughout the underbelly of the trailer
In talking to Mr*** I explained that the only way there could be so much sewage
throughout the underbelly was if water was addedMr*** disagreed with the diagnoses claiming
"no one would have hooked water to his trailer"I reminded him of the reinforcing that we had done
We explained that we would contact extended warranty and see if it would be coveredIn the
meantime, I had a rep from his insurance company show up to take pictures of his trailer and get a claim
goingThe rep stated that Mr*** wishes to put it through his insurance now and the insurance
company will be in contactTherefore, we terminated the extended warranty claim and suspended the
work order until we were notified by insurance
When this letter arrived I made contact with Mr*** to see what was going on and who was
covering the repairs and he stated "he was still hoping extended warranty but had not heard back from
anyone yet"I explained that this process would be way quicker if he quit phoning everyone and let us
handle it though the proper channels but after that conversation I received a call from the Manufacturer
of the coach inquiring what was going onThe process is taking so long to get resolved because every
time Mr*** contacts another outlet, they require time to process it and investigate itThe insurance
claim has been cancelled once and Extend Warranty claim have been canceled twice
We will gladly continue to work with Mr*** to get this issue resolved
Yours truly,
Kevin S***
Service Manager
Initial Business Response /* (1000, 5, 2014/09/16) */
I must say I am surprised by your letterI have not been directly involved in the handling of Mr*** concern as I was off on holidays when it was brought to our attentionI have looked into the matter though and here is what I
have found outMr *** couch has a few spots on the front edge of the couch cushionHe was explained to that the defect would be submitted to warranty and he would be looked afterWhen this was submitted to the Manufacture of the trailer, they denied the warranty repairThe Owner/GM and my shop foreman call Mr*** on Aug /and informed him of his optionsWarranty was not willing to cover the repair but Mcgoverns RV wouldTo replace the cushion cover on Mr*** sofa would cost around $Changing fabrics is always a bit of a concern that fabrics fade at different rates so the coloring may seem a little brighter to start withAnytime we are going to repair or replace something at Mcgoverns expense, we offer the customer an option, repair the defect or take an in store creditLots of people prefer not to change minor imperfections and take the in store discountMr *** stated that he would rather have the sofa cover changed so we ordered the fabric replacement and are waiting for it to arriveI believed this was "rectifying the problem"
I will reach out to Mr *** and see if there is anything I can do to address his concerns further
If there is any other info the Revdex.com needs from us or will help in your resolve, please feel free to contact me at any time
Thanks
*** ***
Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On our walk through we had cancelled the fabric order because we are not satisfied with the result, We do not choose to have the cushion fabric replaced with a chance of it not matchingWe also do not want a store creditWe would like the couch replaced as promise the day of purchaseI would also like to add that *** *** did not reach out and contact us about any other concerns
Thank you
*** ***
Initial Business Response /* (1000, 8, 2015/09/29) */
Sorry for the late response Cordell, the person that receives these was out of the country
I have been in contact with Mr*** both in person and on the phone over the recent sewer
issues so this letter come as a bit of a
surpriseTo address Mr*** initial remarks, when he
purchased the trailer we installed a 5th wheel hitch into his truckMr*** had a headache rack on
the truck and it was explained that it should come off and he declinedMr*** had a prior
appointment elsewhere so I agreed to have our driver take both his truck and trailer out to his location
for him free of chargeThe driver thought he had enough clearance and when he crossed the tracks and
the headache rack made contact with his front capI apologized and covered the repair for that
His fridge issue was an intermittent problem that we were unable to duplicateI sent a
Technician out to his location twice to test and diagnose the problem and nothing was foundWe
appealed to the fridge manufacture and they agreed to replace a part free of charge but the
manufacture would send the replacement part and there would be a 3-days wait
***
Now for the most recent complaint, Mr*** had his sewer tank rupture back in march of
as he statedAfter inspection of the tank back then, it was thought that the Customer had hooked
city water pressure to his "sani flush" causing his tank to over pressure and the tank to ruptureThe
customer claimed this was not the case back then so we checked venting and reinforced the new tank as
per his request*** covered this repair as goodwill
On Aug of the customer brought in his unit with the same problemHe stated "while his
Brother was using his trailer he got a phone call stating that his brother heard a loud bang and sewer
was running out the bottom of his trailer"In our inspection, we found that the top was blown up off
the sewer tank again and there were several gallons of sewage throughout the underbelly of the trailer
In talking to Mr*** I explained that the only way there could be so much sewage
throughout the underbelly was if water was addedMr*** disagreed with the diagnoses claiming
"no one would have hooked water to his trailer"I reminded him of the reinforcing that we had done
We explained that we would contact extended warranty and see if it would be coveredIn the
meantime, I had a rep from his insurance company show up to take pictures of his trailer and get a claim
goingThe rep stated that Mr*** wishes to put it through his insurance now and the insurance
company will be in contactTherefore, we terminated the extended warranty claim and suspended the
work order until we were notified by insurance
When this letter arrived I made contact with Mr*** to see what was going on and who was
covering the repairs and he stated "he was still hoping extended warranty but had not heard back from
anyone yet"I explained that this process would be way quicker if he quit phoning everyone and let us
handle it though the proper channels but after that conversation I received a call from the Manufacturer
of the coach inquiring what was going onThe process is taking so long to get resolved because every
time Mr*** contacts another outlet, they require time to process it and investigate itThe insurance
claim has been cancelled once and Extend Warranty claim have been canceled twice
We will gladly continue to work with Mr*** to get this issue resolved
Yours truly,
Kevin S***
Service Manager