Pacific Coachworks

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

This unit is indeed out of warrantyIn addition, we as the manufacturer had not been given the opportunity to inspect the unit or issue in questionHowever, 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 trailerWe will inspect again after the first of the year per the customers request as they want to use their trailer for the holidays

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 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, at ***'s [redacted] in Surprise, Arizona This is well within the five year labor warranty on the roof and a year warranty for the material This is plain and simphave a card in our possession that guarantees a year warranty on the roofing material and a year warranty on the roofing labor This has nothing to do with the 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.comSecond, 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 WarrantyMr [redacted] never followed through We left our toy hauler with the repair facility for several weeks and Jarod was never contacted by Pacific CoachworksJarod 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 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 year warranty It is a flimsy and dishonest excuse to state that they only look at a year manufacturer's warrant This is a year warranty for labor on the roof of our 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***ers, and to disregard a Roof Warranty card that clearly lays out the terms of roof coverage

Initial Business Response / [redacted] (1000, 12, 2016/02/26) */ Other than the unit being months out of warranty I cannot lend any additional insight at this timeIf 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 months ago Initial Consumer Rebuttal / [redacted] (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 apartThis repair has been repair by Pacific Coach three timesTwo were within warranty the last repair we paid the company $cash May 11, 2015, invoice number XXXXXTherefore I do not understand why it would be user errorIf the same issue has been brought to your attention three times out of one of those times a determining factor should have been addressedThe bottom flooring is falling away from the framing, is this also user error? A lemon is a lemon by no other nameI 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, Sept Phone dates with no response left messages Nov Dec Dec Dec Dec Email message Dec responded with request for VIN number no further response Email messages no response Dec Jan

Hi [redacted] , Thank you for taking the time to contact me re Mr [redacted] and his trailerBelow 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 mannerPlease note that the stated month manufacturer’s warranty for this unit expired in March or more than two years agoIn 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 offerAt this time there is nothing else that we can do for Mr [redacted] Thank you, ***

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 repairsEven 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

To the contrary, Pacific Coachworks has been very responsive and have worked diligently to meet the need of this customerAlso, PCW has made a payment to Ms [redacted] in the past to help with her monthly paymentWe 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 trailerIn addition, the customer dropped off her trailer at the selling dealer but we were not notified until quite sometime laterUpon 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 customerThis 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 customerPCW has gone above and beyond in assisting this customer as we do for all of our customersThank you