McVay's McRopin', Inc.

Initial Business Response /* (1000, 5, 2015/11/19) */
Contact Name and Title: [redacted] / President
Contact Phone: 775-358-6390
Contact Email: [redacted]
On 9/9/15 we invoiced [redacted] $926.95 (Inv #[redacted]) for installation of a Pacbrake on her 1995 Safari 35ft motorhome which...

was a replacement of a previously installed Pacbrake that was no longer operational. There are 2 components to an engine brake; the brake itself and a compressor which feeds the brake. We ONLY replaced the brake. We did not replace the compressor. On the day of installation, [redacted] oversaw the work throughout the entire process. My technician, once installed, took the motorhome on a test drive WITH [redacted] to ensure everything was working properly. [redacted] stated everything was working correctly but it was my technician who disagreed. Upon returning to the shop from the test drive, my Technician made a phone call to tech support for the Pacbrake manufacturer. After confirming and answering various questions from tech support, it was their opinion, based on answers to various questions, our installation was correct and the problem appeared to be in the transmission. We then referred her to [redacted] (a customer/vendor of ours, which we have a rapport with and refer work to) [redacted], the General Manager contacted [redacted] (several times) upon receiving [redacted]s email dated 9/29/15 to investigate the allegations stated in the email as we received no documentation showing the work done by [redacted] or the amount paid. The repairs stated in [redacted]s email are in no way a direct relation to our installation. Per [redacted]'s technician, the insufficient ground was in regard to the compressor which was not touched by our installation. The clamps on the exhaust being loose again was not in relation to our installation as well as they were not loose but in need of adjustment which entails untightening a couple bolts, twisted the clamps and retightening the bolts. The air horn being inoperable again was not something touched by our installation. The replacement of the compressor was done by [redacted] on [redacted]s 2nd visit to them. This may explain the air horn being inoperable as the compressor feeds the air horn. Once [redacted] discussed the repairs with [redacted], he did make a phone call to [redacted] to replay his findings.
We charged [redacted] 1.5 hours installation. My technician spent 5-6 hours on this job to ensure all aspects of our installation were correct, even making several calls to tech support to verify proper installation. I feel we went above and beyond by spending the extra time without charging her for that extra time as well as making several phones calls to ensure we did our job correctly. As I have not seen the invoice from [redacted], I cannot comment on the charges she incurred.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate [redacted] quick response to my complaint.
I do not agree with [redacted] responses, as we all are aware there are two sides to every story.
My disagreements to her responses are:
1. When the technician,[redacted], did a test ride to ensure everything was working properly, he did tell me that the Pac brake was not working, even though the light went on and the air horn worked.
2. When he checked the compressor with an electrical tester directly from the relay to the compressor, it worked. When he began testing the wiring, relay and solenoid that is when the fuses blew. We replaced a fuse in the line and also a fuse in the main box. Still did not work.
As that time, it appeared that the tech not only was nervous, frustrated, bothered by the wiring clumps, blowing the fuses, not using his reading glasses to plug in the relay, but his general knowledge of replacing the Pac Brake on my coach. He left my coach to work on another project, had lunch and came back later that afternoon. Both the tech and I made several calls to Pac Brake technicians in Canada. I was told there aren't too many things that can go wrong on an installation.
3. When the tech returned, after checking out the wiring again, he told me he could not do anymore and since he talked with Pac Brake, he said it is the transmission. Frustrated he said, "we know it worked, even though we can't get electricity to it, and it is the transmission." Believing the tech, I went in and paid the bill, and asked where Allison was located.
4. Washoe Metal DID NOT refer me to [redacted], as they didn't know where Allison was located, I was brushed off and left to find it on my own.
I went to [redacted] on September 9 and waited until 3 p.m. on Friday, September 11, 2015, for a technician to be able to check out the Pac brake.
(I had to go back to Washoe Metal to get the instructions for the new Pac brake, as I had not received them when I paid my bill.)
The [redacted] technician found more blown fuses, air compressor working, installation with insufficient ground, and no function from the exhaust brake solenoid. We went on a test run and everything worked, except a major exhaust leak. The technician was planning to do extra work to cover the leak when he found the clamps extremely loose.
5. [redacted] response to the clamps being loose, was not true. It was an important part of the installation.
At that time,[redacted], general manager at [redacted], offered to call [redacted] at Washoe Metal, and I told him I would appreciate his time. [redacted] made two calls on my behalf, and I know [redacted] called once.
6. I know it is my word against [redacted], but when another general manager calls her general manager, I would look deeper into the complaint.
When I left [redacted] on September 11, 2015, I had a working Pac brake, compressor and air horn .After traveling for nearly two weeks, I found the Pac Brake would work, but sometimes intermittent. I called[redacted] for an appointment on September 29, 2015, to have a test run. After the test run, the compressor was ordered.
7. The compressor was working when I arrived at Washoe Metal on September 9, 2015, and again, when [redacted] tested it after I left Washoe Metal. That was not the problem when the new Pac Brake was ordered on August 31, 2015.
I have lived full time in my 1995 Safari Serengeti for over 20 years. I bought it new in 1995. I have kept a record of every repair and replacement on my motorhome. It is important to me, to stay with the coach when it is worked on, as if the technician has a question, I can give him the background, location or repair previously done in that area.
I feel if Washoe Metal and/or the technician did not feel they could install the Pac brake correctly, they should have referred me elsewhere.

[redacted] told me," Wish you had called us to install the Pac Brake." I wish I had done so too.

Pac Brake had referred me to Washoe Metal, and I have written to them to please refer clients to [redacted] when in Northern Nevada as they are friendly, competent and an excellent service orientated business.
Sincere thanks for your time and effort spent on my complaint.