To the best of my knowledge, the trailer has not been taken to a Sundowner repair facilitySundowner representatives from our sales department and warranty repair department have discussed this issue by phone and email with the the trailer owner The most probable causes and possible remedies were discussed with the ownerSundowner's recommendation was for the owner to bring the trailer in for evaluation and performance of any warranty repairs The owner felt that he could perform the repair himself and chose not to bring the trailer to us He asked that we send the part directly to him, which we didWhile it is impossible to say without having seen the trailer, the described problem sounds like it would almost certainly be covered under warranty I would encourage the owner to contact our warranty department to arrange a time to bring the trailer in for evaluation and correction of that or any other issues that fall under the warranty
Complaint: [redacted] I am rejecting this response because:The only respone through this system says "See attached", but there appears to be no attachment.Someone from Sundowner did contact my husband by phone, but the response was essentially "Sorry that your dealer made a mistake"So our dealer is saying it's Sundowner's fault, Sundowner is saying it's the dealers fault, and we are stuck in the middle with a $44,000+ mistake that we will be paying off for the next years.No attempt has been made to service the customer in the middle, it's just finger-pointingMy husband and I did everything right, carefully coming up with the floor plan and design choices that we wantedWe are the ones that are inevitably punished for what appears to be a serious breakdown in either process or communicationThis has been a very disappointing experience, and we cannot in good conscience recommend that anyone do business with this company Sincerely, [redacted]
Sundowner representatives have been in contact with the customer After these conversations, I believe repair of warranty issues reported by the customer have been completed at this timeWith regards to the level of insulation in the cargo area, a review of the original trailer order paperwork shows that this trailer was built to order specifications, however, the customer has expressed concerns with the temperature level they have been able to maintain in the cargo portion of the trailerThe trailer will be coming back to the factory to increase the insulation (enhance the R-value) in the cargo area If I can be of further assistance, please feel free to contact meRegards, [redacted] Sundowner Trailers, Inc [redacted] ***
Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX ***
Contact Email: ***@sundownertrailers.net
If possible, I would like to have some additional information regarding this matterIt would be helpful to have the
following:
digit Vehicle Identification Number of trailer
Trailer model
Date of purchase and who it was purchased from
To the best of my knowledge, the trailer has not been taken to a Sundowner repair facility. Sundowner representatives from our sales department and warranty repair department have discussed this issue by phone and email with the the trailer owner. The most probable causes and possible...
remedies were discussed with the owner. Sundowner's recommendation was for the owner to bring the trailer in for evaluation and performance of any warranty repairs. The owner felt that he could perform the repair himself and chose not to bring the trailer to us. He asked that we send the part directly to him, which we did. While it is impossible to say without having seen the trailer, the described problem sounds like it would almost certainly be covered under warranty. I would encourage the owner to contact our warranty department to arrange a time to bring the trailer in for evaluation and correction of that or any other issues that fall under the warranty.
Sundowner representatives have been in contact with the customer. After these conversations, I believe repair of warranty issues reported by the customer have been completed at this time. With regards to the level of insulation in the cargo area, a review of the original trailer order...
paperwork shows that this trailer was built to order specifications, however, the customer has expressed concerns with the temperature level they have been able to maintain in the cargo portion of the trailer. The trailer will be coming back to the factory to increase the insulation (enhance the R-value) in the cargo area. If I can be of further assistance, please feel free to contact me. Regards, [redacted] Sundowner Trailers, Inc. [redacted]
Complaint: [redacted]
I am rejecting this response because:The only respone through this system says "See attached", but there appears to be no attachment.Someone from Sundowner did contact my husband by phone, but the response was essentially "Sorry that your dealer made a...
mistake". So our dealer is saying it's Sundowner's fault, Sundowner is saying it's the dealers fault, and we are stuck in the middle with a $44,000+ mistake that we will be paying off for the next 15 years.No attempt has been made to service the customer in the middle, it's just finger-pointing. My husband and I did everything right, carefully coming up with the floor plan and design choices that we wanted. We are the ones that are inevitably punished for what appears to be a serious breakdown in either process or communication. This has been a very disappointing experience, and we cannot in good conscience recommend that anyone do business with this company.
Sincerely,
[redacted]
To the best of my knowledge, the trailer has not been taken to a Sundowner repair facilitySundowner representatives from our sales department and warranty repair department have discussed this issue by phone and email with the the trailer owner The most probable causes and possible remedies were discussed with the ownerSundowner's recommendation was for the owner to bring the trailer in for evaluation and performance of any warranty repairs The owner felt that he could perform the repair himself and chose not to bring the trailer to us He asked that we send the part directly to him, which we didWhile it is impossible to say without having seen the trailer, the described problem sounds like it would almost certainly be covered under warranty I would encourage the owner to contact our warranty department to arrange a time to bring the trailer in for evaluation and correction of that or any other issues that fall under the warranty
Complaint: [redacted] I am rejecting this response because:The only respone through this system says "See attached", but there appears to be no attachment.Someone from Sundowner did contact my husband by phone, but the response was essentially "Sorry that your dealer made a mistake"So our dealer is saying it's Sundowner's fault, Sundowner is saying it's the dealers fault, and we are stuck in the middle with a $44,000+ mistake that we will be paying off for the next years.No attempt has been made to service the customer in the middle, it's just finger-pointingMy husband and I did everything right, carefully coming up with the floor plan and design choices that we wantedWe are the ones that are inevitably punished for what appears to be a serious breakdown in either process or communicationThis has been a very disappointing experience, and we cannot in good conscience recommend that anyone do business with this company Sincerely, [redacted]
Sundowner representatives have been in contact with the customer After these conversations, I believe repair of warranty issues reported by the customer have been completed at this timeWith regards to the level of insulation in the cargo area, a review of the original trailer order paperwork shows that this trailer was built to order specifications, however, the customer has expressed concerns with the temperature level they have been able to maintain in the cargo portion of the trailerThe trailer will be coming back to the factory to increase the insulation (enhance the R-value) in the cargo area If I can be of further assistance, please feel free to contact meRegards, [redacted] Sundowner Trailers, Inc [redacted] ***
Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX ***
Contact Email: ***@sundownertrailers.net
If possible, I would like to have some additional information regarding this matterIt would be helpful to have the
following:
digit Vehicle Identification Number of trailer
Trailer model
Date of purchase and who it was purchased from
To the best of my knowledge, the trailer has not been taken to a Sundowner repair facility. Sundowner representatives from our sales department and warranty repair department have discussed this issue by phone and email with the the trailer owner. The most probable causes and possible...
remedies were discussed with the owner. Sundowner's recommendation was for the owner to bring the trailer in for evaluation and performance of any warranty repairs. The owner felt that he could perform the repair himself and chose not to bring the trailer to us. He asked that we send the part directly to him, which we did. While it is impossible to say without having seen the trailer, the described problem sounds like it would almost certainly be covered under warranty. I would encourage the owner to contact our warranty department to arrange a time to bring the trailer in for evaluation and correction of that or any other issues that fall under the warranty.
Sundowner representatives have been in contact with the customer. After these conversations, I believe repair of warranty issues reported by the customer have been completed at this time. With regards to the level of insulation in the cargo area, a review of the original trailer order...
paperwork shows that this trailer was built to order specifications, however, the customer has expressed concerns with the temperature level they have been able to maintain in the cargo portion of the trailer. The trailer will be coming back to the factory to increase the insulation (enhance the R-value) in the cargo area. If I can be of further assistance, please feel free to contact me. Regards, [redacted] Sundowner Trailers, Inc. [redacted]
Complaint: [redacted]
I am rejecting this response because:The only respone through this system says "See attached", but there appears to be no attachment.Someone from Sundowner did contact my husband by phone, but the response was essentially "Sorry that your dealer made a...
mistake". So our dealer is saying it's Sundowner's fault, Sundowner is saying it's the dealers fault, and we are stuck in the middle with a $44,000+ mistake that we will be paying off for the next 15 years.No attempt has been made to service the customer in the middle, it's just finger-pointing. My husband and I did everything right, carefully coming up with the floor plan and design choices that we wanted. We are the ones that are inevitably punished for what appears to be a serious breakdown in either process or communication. This has been a very disappointing experience, and we cannot in good conscience recommend that anyone do business with this company.
Sincerely,
[redacted]
[redacted]See Attached[redacted]