Pacific Coachworks, Inc.

Pacific Coachworks products offer a month warranty to protect against any manufacturer’s defects beginning with the original date of purchasePacific Coachworks willfully and proudly honors its stated warranty but as you can see from Mr***’s complaint the month factory warranty would
have expired in August of or more than a year agoThank

Good Afternoon, Please know that the OEM of the axles and drums as included on *** *** trailer do not warranty brakes which is commonAlso, it’s worth noting that the stated manufacturer’s warranty on *** *** trailer had expired but again brakes are not covered regardlessHowever, ***
*** called PCW stating that he had fallen on financial hardship due to some health reasons and asked if we would assist him financially with getting his brakes replaced? As a goodwill gesture I agreed to work with *** *** in an effort to get this matter resolved in a satisfactory mannerUnfortunately, *** *** did not do any of the items as requested by PCW when getting his trailer repaired*** *** arranged to have his brakes repaired without any prior authorization or approval by a non authorized repair centerAfter *** *** had the repairs made to his trailer he simply passed the bill onto PCW and demanded that payment be madeHowever unreasonable this request is and knowing that no other manufacturer would reimburse *** *** considering the circumstances Pacific Coachworks did comply and to my knowledge *** *** has been fully reimbursed for the cost of this repair Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12449974, and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 10, 2016/06/14) */
Contact Name and Title: [redacted]
Contact Phone: 951.686.7294
Contact Email: [redacted]@pacificcoachworks.com
Hello and thank you for contacting me today in regard to the [redacted]'s [redacted] toy hauler.
Here are the facts as described to me...On...

May 23, 2016 Pacific Coachworks was contacted by the service department selected by Mr. [redacted] as he chose not to return to his selling dealer for service. [redacted] from PCW did issue an authorization for the work to be done on that very same day of May the 23rd. However, the service center did not place the parts order needed for the repair until June 7th, 2016 which was unfortunately incomplete. Additional information has been requested and parts will be provided as soon as we confirm what is needed. It's worth noting that the service department commented that Mr. [redacted] came in with a rather lengthy list of items that he wanted addressed but the service department determined that only 20% of the items were legitimate. Pacific Coachworks stands behind its products and is glad to work with Mr. [redacted] as well as the service department until such time that this matter has been resolved. Thank you.
Initial Consumer Rebuttal /* (3000, 12, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some of the items on the list were repaired, but we are still waiting for parts. The items not repaired would have to have the trailer returned to Pacific Coast for repair, such as the crooked Windows , all of the decals would have to be replaced. There is no fix for the heater door. It is just crappy engineering. A lot of the items on the list were put there so that the company would know how bad of a trailer, that it is. The reason the trailer was not returned to dealer purchased from was the fact that I would have to tow the trailer an hour to the other side of town, for them to not fix it.
Mr [redacted], have you seen tHe list? I don't think so. If you would like a copy of the list I can forward it to you when I send a copy to my lawyer for they review.

Initial Business Response /* (1000, 12, 2016/02/26) */
Other than the unit being 18 months out of warranty I cannot lend any additional insight at this time. If there is indeed a crack in the exterior fiberglass we of course would need to determine the cause whether it be user error or otherwise?...

As in all cases I am always glad to speak with the customer and offer any assistance possible but again the stated manufacturer's warranty on this unit expired 18 months ago.
Initial Consumer Rebuttal /* (3000, 14, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, the unit is out of warranty that does not explain why the 5th wheel is falling apart. This repair has been repair by Pacific Coach three times. Two were within warranty the last repair we paid the company $835.00 cash May 11, 2015, invoice number XXXXX. Therefore I do not understand why it would be user error. If the same issue has been brought to your attention three times out of one of those times a determining factor should have been addressed. The bottom flooring is falling away from the framing, is this also user error? A lemon is a lemon by no other name. I have not had the pleasure of any return phone calls left messages and only one responds from an email which I sent the VIN number and the number of the invoice of the last repair of said crack which was fixed and again we paid for that repair which again is not fixed.
Crack first reported on invoice number XXXXX, 11 Sept 2013
Phone dates with no response left messages.
30 Nov 15
4 Dec 15
11 Dec 15
13 Dec 15
17 Dec 15
Email message
17 Dec 15 responded with request for VIN number no further response
Email messages no response
29 Dec 15
14 Jan 16

Contact Name and Title: [redacted] VP
Contact Phone: ###-###-####
Contact Email: [redacted]@pacificcoachworks.com
All parts have been provided as ordered and the labor to complete the scope of work have been approved all at no charge to the customer. All work was performed in a timely manner enabling...

the Avery's to leave on time for their trip as planned. Although the manufacturer's stated warranty for the Avery's RV has expired, Pacific Coachworks has also agreed to perform additional service work including transportation from Washington to southern California at no charge to the Avery's as a goodwill gesture.

This should remain open.  As of original complaint, more damage has transpired due to previously documented issues during warranty period that were not resolved.  Mr. [redacted] refused to Authorize warranty repair or any repair unless we allowed his manufacturer facility in Perris CA to inspect and repair our RV.  As Mr.  [redacted] states as he just recieved the unit the day of his Revdex.com response he has not inspected our RV and is not at a place to comment on resolutuon or repairs.  As to date we have not recieved followup emails or telephone conference regarding repairs. Even though Mr. [redacted] has stated in other Revdex.com consumer complaints that his facility is not a service facility.  Currently this is still unresolved, unsatisfied matter.

I am rejecting this response because:Pacific Coachworks continues to stand by a one year manufacturer's warranty as a reason that they do not need to address the faulty roof work or labor, performed by them, at their California manufacturing facility for the roof on our 2015 Ragen 10ex toy hauler.  The issue is that we have a card, provided by Pacific Coachworks, in their sales packet of materials, that expressly states (titled Brite-Ply Limited Warranty for Recreational Vehicles by Dicor products) "Carlisle SynTec Systems, Division of Carlisle Corporation, Seller offers a twelve year Brite Ply membrane material warranty and a five year labor warranty to the original purchaser against premature deterioration to the point of failure because of weathering if properly maintained."  We are the original purchaser and this purchase was made on October 9th, 2014 at [redacted]'s [redacted] in Surprise, Arizona.  This is well within the five year labor warranty on the roof and a 12 year warranty for the material.  This is plain and simple-we have a card in our possession that guarantees a 12 year warranty on the roofing material and a 5 year warranty on the roofing labor.  This has nothing to do with the 1 year manufacturer's warranty.I noticed in the response by [redacted] at Pacific Coachworks that he made it seem like he has been waiting on information from us.  First off, our VIN number was provided in our complaint to the Revdex.com. Second, my husband just received a call from him yesterday, June 21, requesting the VIN for our trailer.  I called in the VIN this same day to Mr. [redacted]'s voice mail and I emailed the information to Pacific Coachworks.  I have proof of my email.  In addition, Mr. [redacted] was notified by us back in early May (I will provide the date if need be) to call ON THE ROAD AGAIN RV SERVICE AND REPAIR in Glendale, Arizona, and to speak to Jarod, the owner, about authorizing repairs for our trailer under the Roofing Warranty. Mr. [redacted] never followed through.  We left our toy hauler with the repair facility for several weeks and Jarod was never contacted by Pacific Coachworks. Jarod does have the estimates and pictures to verify what malfunctioned with roof work on our trailer.  The only issue was that Jarod was hesitant to start any work on the trailer until he heard from [redacted] at Pacific Coachworks.  Jarod has had previous bad experiences with Mr. [redacted] with calls not being returned and repairs never being authorized.  All that we asked is that Mr. [redacted] contact Jarod about being willing to look at the pictures and give our trailer consideration under the Roof Warranty.  Mr. [redacted] refused.  He did say he was willing to look at the pictures and information submitted, but that it was not likely they would honor the Roof Warranty.  This, once again, put us in a catch 22. Mr. [redacted] insists on receiving pictures and estimates, or in other words, committing the time and resources of a repair shop without indicating he would seriously consider the information he was receiving.  In addition, if it turns out this is a material issue only, Mr. [redacted] made no attempt to assist us with how to get the material covered under warranty.  He admitted to and it is logical that Pacific Coachworks did do the labor on the roof, still covered under a 5 year warranty.  It is a flimsy and dishonest excuse to state that they only look at a 1 year manufacturer's warrant.  This is a 5 year warranty for labor on the roof of our 2015 Ragen 19ex.As a matter of fact, having taken our toy hauler to ON THE ROAD AGAIN RV REPAIR AND SERVICE, it was their expertise opinion that the roof membrane of our trailer was inappropriately stretched too thin and not stretched appropriately over the sides of the roof to prevent water leakage.We will give Pacific Coachworks one more chance to respond appropriately to our complaint and our request for roof repair under that five year labor warranty, and then our next step will be to contact an attorney.  In addition, we have contacted the California District's Attorney's Office with this same complaint against Pacific Coachworks.  It is shameful to have a company scam hard working and paying cus[redacted]ers, and to disregard a Roof Warranty card that clearly lays out the terms of roof coverage.

Good Afternoon,   Upon review of all items pertaining to this unit file I have no record nor recollection of being contacted by either Mr. or Mrs. [redacted]. However, our service manager [redacted] does which he and I both reviewed today. First, Pacific Coachworks has a 12 month manufacturer’s...

warranty  to help protect against manufacturer’s defects which is clearly stated in addition to being industry standard. In this case, the manufacturer’s warranty for the [redacted]’s trailer expired nearly twenty (20) months prior to them contacting Pacific Coachworks. Regardless, in an effort to try and assist the cus[redacted]er [redacted] did ask for unit information including but not limited to the vehicle identification number to which he has yet to receive. Also, PCW has not received a request for warranty work from an authorized dealer or service center for this matter. Correct, [redacted] did notify the [redacted]’s that the manufacturer’s warranty on their Rage’n 19EX had expired which is true and accurate. This is a matter for the [redacted]’s, their selling dealer and if necessary the manufacturer of the roof membrane as we are a manufacturer of the RV with a 12 month warranty. As such, the trailer has not been in our possession since it was shipped to the dealer in August 2014 making it impossible for us to know if the roof was damaged or just simply neglected?   Thank you.

Hi [redacted],   Thank you for taking the time to contact me re Mr. [redacted] and his trailer. Below is a brief email chain between Mr. [redacted] and I in which you will see that I did respond to the customer in a timely manner. Please note that the stated 12 month manufacturer’s warranty for this unit...

expired in March 2015 or more than two years ago. In addition, without seeing the trailer it’s impossible to determine the cause of the “water leaks”? It is possible that it’s something as simple as a loose fitting or just a lack of the recommended maintenance? We did offer a free inspection of the trailer at our facility but the customer has declined our offer. At this time there is nothing else that we can do for Mr. [redacted].   Thank you,   [redacted]

This unit is indeed out of warranty. In addition, we as the manufacturer had not been given the opportunity to inspect the unit or issue in question. However, we were told by the customer that they store their off-road vehicle inside their trailer permanently when it's not in use which is not...

recommended.
Our service manager has since met with the customer and we've agreed to try to assist them with the repair of their trailer. We will inspect again after the first of the year per the customers request as they want to use their trailer for the holidays.

To the contrary, Pacific Coachworks has been very responsive and have worked diligently to meet the need of this customer. Also, PCW has made a payment to Ms. [redacted] in the past to help with her monthly payment. We also replaced her damaged awning as a goodwill gesture as she either she hit...

something or simply didn’t secure it properly after her first trip in her new trailer. In addition, the customer dropped off her trailer at the selling dealer but we were not notified until quite sometime later. Upon hearing from the customer I immediately responded which included the transportation of the trailer to and from the dealer to our manufacturing facility at no cost to the customer. This is yet another act of goodwill by PCW to which we were under no obligation to do but chose to as a way to assist our customer. PCW has gone above and beyond in assisting this customer as we do for all of our customers. Thank you.