Susquehanna Valley RV Sales & Service

November 6, To whom this may concern:In regards to [redacted] ’s [redacted] [redacted] dropped his [redacted] off on September 19th to have some warranty concerns taken care ofWe had it scheduled to come into the shop on October 2ndThe customers concerns that were scheduled ahead of theirs took longer in the shop than first anticipated which in turn pushed the work out on the [redacted] ’s [redacted] .Wayne B

April 23, Dear ** [redacted] :We appreciate the opportunity to respond to *** [redacted] 's complaint letter dated April 15, While we strive for 100% customer satisfaction, we realize that this goal is sometimes not metWhen the customer experiences incidental malfunctions, It Is our opportunity to show them we care about service after the saleWe also understand this is what builds a reputation and creates longevity.Unfortunately, in the RV Industry, delays become the norm as we are vulnerable to our manufacturer for timely warranty approvals and parts shipmentsAs *** [redacted] explained, they brought their camper to us in October after using it for the summer; overlooking the imperfections and enjoying the experience of their first RVAt that time, ** [redacted] explained that they had no plans to use it until the following spring (2014)He also stated that they would prefer to sell It or allow us to buy it back from them as they were experiencing non-related difficulties and were not confident about opportunities for camping In the futureThis statement, more often than not, tends to result in claims of dissatisfaction assuming the customer still possesses what could then be considered an "unnecessary item" for them.Due to these statements, *** [redacted] 's claims of the non-repair and delay were taken as a no-rush situation with a Spring target of completionUnfortunately, ** [redacted] was told the work was complete and when he came to Inspect, It was not finishedAt that time, he was assured with apologies and most respect that all items would be resolved under the warranty guidelinesWe have every intention to honor our obligation to the [redacted] s and make all necessary warrantable repairsAs of today, the manufacturer has shipped most of the required partsUnfortunately, some arrived Incorrectly and we are awaiting arrival of the correct shipmentWhen all correct parts are In our possession, we can promise a 2-week completion date.Once again, thank you for your attention to this matterWe appreciate the opportunity to serve our customer with complete satisfaction under the guidelines set forth as part of their purchase and to restore the confidence and trust they placed in usSincerely

July 19, Dear [redacted] ,We appreciate the opportunity to respond to *** [redacted] 's complaint dated on 7/7/When the [redacted] 's called stating that the slide out was leaking right after purchasing this unit on 8/3/the unit was brought to the [redacted] location and our service technician completed a water test on the unit to include heavy water to the area in which the [redacted] s state the leak is coming from and we could not duplicate the problemOur technician also resealed the area in which the [redacted] s said was leaking for customer peace of mind.The [redacted] s then brought the unit to us in November: with the understanding that the service technicians would not be able to look at the unit until the weather is warmerThe [redacted] s understood that with the cold weather this would be done in the Spring of We stored their unit at our [redacted] location for their convenience.In May after receiving a call from ** [redacted] statlrg the camper was leaking, I contacted [redacted] RVs warranty person, [redacted] for assistanceWe have completed all the water tests with no leak reproduction [redacted] at [redacted] sent an email showing us what to look for after I explained what the [redacted] s were stating was happeningAt that time my service technician went to the campground approximately 90-minutes away from [redacted] to as what the [redacted] s are saying is happeningSince we were unable to find the leak In the past we wanted second opinion so we picked up their camper and delivered it to our [redacted] location approximately minutes from [redacted] In the opposite direction from the [redacted] s location.The service technician in [redacted] did a complete water test for over hours and then their camper was at the [redacted] location through rain storms in which the service technician was not able to find any water or a leakAfter a total of over hours the technician in [redacted] was unsuccessful of finding any water leaking inside the camperAt that point, my service technician from [redacted] drove to [redacted] to pick up the camper and then drove it back to the [redacted] s homeWhen the [redacted] s called the [redacted] location on 7/7/and spoke to Marnie, the Service/Warranty customer service representative, Marnie called to the [redacted] location to see if she could help them but with it being worked on last in [redacted] felt it was better for the [redacted] s to call the [redacted] location and discuss what was done with their Service/Warranty customer service representative, Anytime the [redacted] s called the [redacted] location during business hours, they spoke to myself or Mamie if I was not availableMarnie was hired as we at Susquehanna RV are aware that there was a strong need for another person to complete the role of Service/Warranty customer service representativeThe [redacted] s have stated that their one year manufactures warranty is about to endBoth Marnie and myself explained that we have done anything we could to help them thus far and would continue to do so under the guidelines of their manufactures warrantyI would like to offer to have a non bias third party service facility take a look at their camper since both of our locations were unable to reproduce a leak [redacted] RV is also aware of their situation and are willing to repair the problem if a leak can be found, we are more than willing to help them I think that It Is best if we have another set of eyes take a look at the camper and the labor involved will be covered under the manufactures warranty as is part of their purchase.Thank you for your attention to this matter, We appreciate the opportunity to service our customers with complete satisfaction under the guidelines set forth as part of their purchase.SincerelyTim S General Manager