Signature Construction Company

Below is Root’s RV & Sales, Incresponse to a complaint ID#*** that was received on May 23, On June 18, the customer purchased a new Cherokee 294BH travel trailerDuring the customer walk thru of the trailer at the time of the purchase, items were discovered;
delaminating of wood veneer on a rounded drawer front and a hot water heater switch was reversed, the unit worked as intended but the ON/OFF switch was reversedThe customer was fully aware of the items but requested to take the trailer as inspected with repairs needed; with the understanding that the items would be repaired at a later date as a warranted repairThe customer had an upcoming trip plannedOn July 18, the customer brought the trailer in for the warranted repairs listed above along with the awning rail that was reported leaking on July 18, The delaminating and awning was repaired as a warranted repair and a leveler was installed on the trailer at no charge to the customerOur service department had the unit for a weekOn November 13, the customer brought the trailer in for an estimate on damages to the roof from a tree falling on the trailerWe presented the customer and his insurance company with an estimate and patched the roof with rubber roof to prevent any further damage until the repair could be doneOn November 27, 2015, we received the approval from the customer and his insurance company to repair the roof damageThe customer stated that the trailer had been winterized and he would not need the trailer until March of The parts were ordered and the trailer was put in winter storage with no charge to the customerOn February 11, 2016, the roof repairs had been completed and the trailer was ready for the customer to piwith a $deductible due at the time of pick-upDuring this time we had also repaired a broken shower head, a non-warranted repair at no charge to the customer and reversed the ON/OFF switch on the hot water heater and touched up the delaminating on the drawer front as a warranted repairThe trailer was picked up in March and the deductable was not paidPayment of the $deductable was not made until May 20, over the phoneThe customer left a message on the answering machine after hours on Sunday, May 22, demanding that we come out to his home to repair his leaking toiletOn May 23, the owner called the customer in regards to the leaking toilet and left a messageThe customer returned the owners call and demanded again that Root’s RV & Sales come to his home and repair the leaky toiletThe owner stated we couldn’t come to his home and asked him to bring the trailer in to the service departmentThe customer refused and asked for another Forest River dealer in the area as he would not be doing business with us againThe owner told him IndianapolisOn May 24, the customer called and apologized for his conduct the day before and asked again about the toilet repairThe customer asked to bring the toilet inHe was told yes if he could bring it in that day by 4:30, that the service department would repair it at that time ahead of other scheduled service repairsA discussion of winterization of the trailer was asked by the owner and the customer stated again that he had winterized the trailerThe owner explained that if the trailer hadn’t been properly winterized and the leak was caused due to the improper winterization, it would not be covered under the warranty and there would be a charge for the repairThe customer brought the toilet in for the repairThe leak was due to a busted valve, which was caused by improper winterization, which is not covered under the warrantyThe customer was presented with a bill of $for the repair and became irate and refused to pay the billThe owner waived the bill and asked the customer to leave and not come backIn summary Root’s RV & Sales, Inchas repaired minor items, delaminating wood veneer on a drawer, reversed the ON/OFF switch on the hot water heater and sealed a leaking awning rail which were all warranted repairs and installed a leveler and repaired a broken shower head and repaired a leaking toilet due to improper winterization, all at no charge to the customer and repaired a damaged roof caused by a fallen tree covered by the customers insurance minus the deductableWe are apologetic for the customer’s unsatisfactory experience with us but we know we can’t please 100% of our customers 100% of the time; we can strive for that goal, howeverPlease feel free to contact me if you have any further questions or concerns regarding this issue Best Regards, Larry R*** Root’s RV & Sales, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While very detailed in their response there is some misinformation to this as follows;June 22nd not July 18th this unit was taken into R***s Rv for service and at that time the shower head had already broken and was requested to be replaced, this was a warranted item as you will see in the attached paperworkI picked the unit up from repair on August 29th at which time I spoke with Larry about my dissatisfaction with the repair performed on the cabinets and explained to him that we had additional camping trips planned for the fall and I would bring it back in at the completion of the camping season to which Larry replied "If you're not happy I'm not happy, we'll take care of it for you"I dropped the camper off for service in November of with a list of needed repairs which included water heater switch, leaking awning, and repair cabinet from delamination which was a carry over from August, the unit had also sustained damage from a tree at this time which was to the front of the unit, R***s took the unit in for repair at this time and the service manager told me "I'll call you when it's done". There is no storage fee due to the fact that R***s has an open gravel lot and once I got approval from insurance that they could fix it R***s had already ordered parts for the repair and told me to leave it thereI was informed the camper was repaired in March of and when I went to pick the unit up I was given a signed copy of the receipt from the receptionist with no charge noted on my account. I then received a bill from r***s in late April of in the amount of $500, I then called and asked what the bill was for and they stated for my deductible which they offered to take over the phoneOn May 24th I called to get my toilet fixed after having a heated conversation with Larry R*** the day before, I asked "can I just bring the toilet itself in instead of the entire camper? this won't void my warranty will it"? Larry R*** replied "No, if you can get it here before 4:we will take care of it for you".In summary what root's may consider to be minor repairs cost my family months of enjoyment from an RV unit that we bought NEW, the minimum amount of time Root's had my RV during these service dealings was weeks and that was during the span of June to August, during which time I had to call several times to check on this unit. Their service is sub par and their owner doesn't care about the customer once he has his money
Regards,
*** ***