TAG West

I am rejecting this response because: I have been dealing with my Century dealer formonths The dealer, [redacted] ***, has been a pleasure to deal with***seems willing to do anything that the manufacturer, TAG West, authorizesI have taken the shell to the dealer for inspection and I provided photosas evidence of the misalignment Below is the text of my most recent emailcommunications with *** The last communication, dated Oct 13, statesthat TAG West feels that the tracks are within "their" tolerancesThe emails, and my conversations with ***, indicate that [redacted] has talkedto TAG West about the TAG West region manager inspecting the shell To myknowledge, the region manager has not inspected the shell I am willing to have the shell inspected by theregion manager If the region managerfinds that the tracks are installed as required by Thule installationinstructions, I will drop my complaintIf not, I would like TAG West to authorize a full refund so that I canpurchase a shell from a different manufacturerEmail communications-most recent first: [redacted] *** [email protected] on everything they've seen and heardthey believe the tracks are within their tolerance for thatshell.I haven't heard but I don't think they've decided if / when to look atitI'll followup today [redacted] ***Truck ToyzDavis St.San Leandro, CA 945771-510-382-0800http://[email protected]: [redacted] To: [redacted] *** Sent: Monday, October 13, 10:AMSubject: Re: UPDATE : High C CamperShell-Rack Tracks Any word from the regional manager?Thanks, [redacted] *** On Sep 25, 2014, at 2:PM, [redacted] *** wrote:Thanks ***, I'm not sure this is going toprovide any additional usable evidence as it's a but difficult to read andwe'realso having to consider the length of the tape canisterI never includethe canister unless were approximating.for installation of these tracks it hasto be exactLets just wait until I can arrange for the westernregion mgr to evaluate it*** [redacted] ***Truck ToyzDavis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c***las To: [redacted] *** Sent: Thursday, September 25, 11:AMSubject: Re: UPDATE : High C CamperShell-Rack Tracks ***,A picture is worth a thousand words Theblue foam is on the front of the shell; the black is on the rear Photosare detailed enough to enlarge.Nice talking to you yesterday and best of luck[redacted] *** On Monday, September 15, 5:PM, [redacted] *** wrote: OKSee you then.Thanks,*** Truck ToyzDavis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c***las To: [redacted] *** Sent: Monday, September 15, 5:PMSubject: Re: UPDATE : High C CamperShell-Rack Tracks ***,I got a ladder and did an did a close measurementon the alignment of of the tracks The distance between the front of thetracks and the distance between the rear of the tracks is only +/- 7/of aninch I made an appointment with Mary forWednesday, 9/24, next week[redacted] *** On Tuesday, September 9, 11:AM, [redacted] *** wrote: ***,Too much going on with those tracksPleasebring the truck in so Alfonso canmeasure the tracks to see...how far they areout of alignment, whether or notit's causing a problem, and how much additionallength we can get by replacing 'the tracks.If in fact they are out of alignment and if infact that is preventing the racksfrom proper use 'll contact Century again andsee if they want the shell backfor proper installation of the tracksThereturns for repair typically take aboutweeksHOWEVER, if they are slightlyout of alignment we can make adjustmentsto bring the rear bar back as far as itwill go, though it will not easily slide forwardwhen necessary.So please bring it in so we can do an assessmentof the real problem [redacted] ***Truck ToyzDavis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c***las To: [redacted] *** Cc: "***@truckgroup.com" Sent: Monday, September 8, 7:PMSubject: Re: UPDATE : High C CamperShell-Rack Tracks ***,Thanks for making this happen I did some checking regarding the fit issue withmy Yak racks I found that the tracks on the shell do not appear tobe parallel By my measurements, the distance between the tracks is7/on one end and 7/on the other end Thule installationinstructions state that the tracks must beparallel Yakima documentation requires parallel within 1/ofan inch In re-examining the racks and tracks on myshell, not being parallel appears to be the problem Thetowers and bars also will not slide evenly without being loosened andreadjusted Yak and Thule otherwise appear compatible I will haveyou double check my measurements next weekI should have no problem getting the truck toyour shop next week I will be back late Saturday and will call toschedule on Monday I have a backup vehicle so I can be very flexible onthe scheduling and how long you need the shellI will be checking email about this time the restof the week.Thanks, [redacted] *** End of email communicationsThank you for the opportunity to provide this additionalinformation***las ***

[redacted] ,Thank you for the follow up phone call regarding TAG West and my complaint. Last week, I received a telephone call from Dave [redacted] of TAG West (###-###-####). Mr. [redacted] is familiar with my complaint regarding my Century camper shell and my claim that the cargo tracks are mounted improperly. He told me to return the shell to the selling dealer on Friday Dec.12. He agreed that TAG West will build a new shell with properly mounted tracks to my specifications. All other hardware from my shell will be used in the new shell. I returned the shell to the dealer on Friday. The dealer removed the shell and agreed to hold it until TAG West picks it up. This BBB complaint can be closed as resolved at this time. Based on past communication from TAG West, I do not anticipate any further direct communication with them. The Century dealer is very professional and responsive. I will contact BBB when the dealer returns my shell to me.Thanks to you and BBB for facilitating communication with TAG West and resolution of this issue. [redacted] ***

We regret that Mr*** is unhappy with his new Century canopyOn several occasions we have tried to help Mr*** realize that his communication needs to be directed to the authorized retail agentTAG Western Division (TAG West) is a fiberglass and aluminum manufacturing facilityTAG West is not
a retailerTAG West uses a network of dealers for retail sales, who are also responsible for the installation and subsequent service of our product, including warranty serviceMr*** has been instructed to work with our dealer representative to resolve the issues he has with his Century canopyBased on the measurement that Mr*** has provided, the Thule tracks may not meet the manufacturer’s specificationsThe dealer is prepared to analyze, repair and/or return unsatisfactory materialTAG offers a lifetime limited warranty and is well prepared to fulfill any and all warranty requests, through our authorized dealer

I am rejecting this response because: I have been dealing with my Century dealer formonths.  The dealer, [redacted], has been a pleasure to deal with. [redacted]seems willing to do anything that the manufacturer, TAG West, authorizes. I have taken the shell to the dealer for inspection and I provided photosas evidence of the misalignment.   Below is the text of my most recent emailcommunications with [redacted].  The last communication, dated Oct 13, statesthat TAG West feels that the tracks are within "their" tolerances. The emails, and my conversations with [redacted], indicate that [redacted] has talkedto TAG West about the TAG West region manager inspecting the shell.  To myknowledge, the region manager has not inspected the shell.   I am willing to have the shell inspected by theregion manager.  If the region managerfinds that the tracks are installed as required by Thule installationinstructions, I will drop my complaint. If not, I would like TAG West to authorize a full refund so that I canpurchase a shell from a different manufacturer. Email communications-most recent first: [redacted] [email protected] on everything they've seen and heardthey believe the tracks are within their tolerance for thatshell.I haven't heard but I don't think they've decided if / when to look atit. I'll followup today.  [redacted]Truck Toyz2368 Davis St.San Leandro, CA 945771-510-382-0800http://[email protected]: [redacte...⇄ <c[redacted]@yahoo.com>To: [redacted]<[email protected]...⇄ October 13, 2014 10:04 AMSubject: Re: UPDATE : High C CamperShell-Rack Tracks Any word from the regional manager?Thanks,[redacted]  On Sep 25, 2014, at 2:47 PM, [redacted]<[email protected]> wrote:Thanks [redacted], I'm not sure this is going toprovide any additional usable evidence as it's a but difficult to read andwe'realso having to consider the length of the tape canister. I never includethe canister unless were approximating.for installation of these tracks it hasto be exact. Lets just wait until I can arrange for the westernregion mgr to evaluate it. [redacted] [redacted]Truck Toyz2368 Davis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c[redac...⇄ <c[redacted]@yahoo.com>To: [redacted]<[email protected]...⇄ September 25, 2014 11:11 AMSubject: Re: UPDATE : High C CamperShell-Rack Tracks [redacted],A picture is worth a thousand words.  Theblue foam is on the front of the shell; the black is on the rear.  Photosare detailed enough to enlarge.Nice talking to you yesterday and best of luck.[redacted]   On Monday, September 15, 2014 5:27 PM, [redacted]<[email protected]> wrote:   OK. See you then.Thanks,[redacted] Truck Toyz2368 Davis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c[redac...⇄ <c[redacted]@yahoo.com>To: [redacted]<[email protected]...⇄ September 15, 2014 5:00 PMSubject: Re: UPDATE : High C CamperShell-Rack Tracks [redacted],I got a ladder and did an did a close measurementon the alignment of of the tracks.  The distance between the front of thetracks and the distance between the rear of the tracks is only +/- 7/16 of aninch.   I made an appointment with Mary forWednesday, 9/24, next week.[redacted]    On Tuesday, September 9, 2014 11:19 AM, [redacted]<[email protected]> wrote:  [redacted],Too much going on with those tracks. Pleasebring the truck in so Alfonso canmeasure the tracks to see...how far they areout of alignment, whether or notit's causing a problem, and how much additionallength we can get by replacing 'the tracks.If in fact they are out of alignment and if infact that is preventing the racksfrom proper use 'll contact Century again andsee if they want the shell backfor proper installation of the tracks. Thereturns for repair typically take about3 weeks. HOWEVER, if they are slightlyout of alignment we can make adjustmentsto bring the rear bar back as far as itwill go, though it will not easily slide forwardwhen necessary.So please bring it in so we can do an assessmentof the real problem.  [redacted]Truck Toyz2368 Davis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c[redac...⇄ <c[redacted]@yahoo.com>To: [redacted]<[email protected]...⇄ September 8, 2014 7:55 PMSubject: Re: UPDATE : High C CamperShell-Rack Tracks [redacted],Thanks for making this happen.   I did some checking regarding the fit issue withmy Yak racks.  I found that the tracks on the shell do not appear tobe  parallel.  By my measurements, the distance between the tracks is34 7/8 on one end and 35 7/8 on the other end.  Thule installationinstructions state that the tracks must beparallel.  Yakima documentation requires parallel within 1/8 ofan inch.   In re-examining the racks and tracks on myshell,  not being parallel appears to be the problem.   Thetowers and bars also will not slide evenly without being loosened andreadjusted.  Yak and Thule otherwise appear compatible.  I will haveyou double check my measurements next week. I should have no problem getting the truck toyour shop next week.  I will be back late Saturday and will call toschedule on Monday.  I have a backup vehicle so I can be very flexible onthe scheduling and how long you need the shell. I will be checking email about this time the restof the week.Thanks,[redacted] End of email communications. Thank you for the opportunity to provide this additionalinformation. [redacted]las [redacted]

[redacted],Thank you for the follow up phone call regarding TAG West and my complaint.  Last week, I received a telephone call from Dave [redacted] of TAG West (###-###-####).  Mr. [redacted] is familiar with my complaint regarding my Century camper shell and my claim that the cargo tracks are mounted improperly.  He told me to return the shell to the selling dealer on Friday Dec.12. He agreed that TAG West will build a new shell with properly mounted tracks to my specifications.  All other hardware from my shell will be used in the new shell.  I returned the shell to the dealer on Friday.  The dealer removed the shell and agreed to hold it until TAG West picks it up. This Revdex.com complaint can be closed as resolved at this time.  Based on past communication from TAG West, I do not anticipate any further direct communication with them.  The Century dealer is very professional and responsive.  I will contact Revdex.com when the dealer returns my shell to me.Thanks to you and Revdex.com for facilitating communication with TAG West and resolution of this issue.[redacted]

Review: In June 2014 I purchased a Century camper shell from a Century dealer. The manufacturer is Truck Accessories Group West (TAG West) in Woodland, CA. The Century website states, " From the moment you step foot on one of our professional Century dealerships, until you drive away with a color-matched, perfectly fitting Century product on your truck (and many years down the road) - we're going to be there for you. No phone number for Century Customer Support is listed on the website. I located the telephone number for Century in Indiana. I explained my issue. I was given a telephone number and was told to contact the factory in Woodland, California (TAG West). I contacted the factory in Woodland. The person I spoke with told me that I was not supposed to call, and my only communication with Century would be through my dealer. Despite the dealers sincere efforts the issue was not resolved. I made another call to TAG West and spoke to the same person. Once again I was told to contact my dealer. I have photos, which I provided to my dealer, that clearly show the track misalignment.The latest response from my dealer is an email, which states, Based on everything they've (TAG West) seen and heard they believe the tracks are within their tolerance for that shell.I haven't heard but I don't think they've decided if / when to look at it. I'll followup today.The specific issue with my camper shell is that the cargo tracks (for attaching cargo racks) are not parallel. The tracks are .491 inch wider on the rear of the camper shell than on the front. The result is that the rear cargo rack has to be forced onto the track. Once attached, the rear track cannot be moved forward for normal adjustments.The track manufacturer, Thule, has provided installation instructions that state the tracks must be parallel. The instructions do not provide for any tolerance.Desired Settlement: I would like to return the camper shell and be issued a full refund. I feel that a factory error resulted in the Thule tracks not being properly installed. The improper installation prevents proper function of the tracks. TAG West's refusal to provide direct customer service has left me with absolutely no desire to own a Century product.

Business

Response:

We regret that Mr. [redacted] is unhappy with his new Century canopy. On several occasions we have tried to help Mr. [redacted] realize that his communication needs to be directed to the authorized retail agent. TAG Western Division (TAG West) is a fiberglass and aluminum manufacturing facility. TAG West is not a retailer. TAG West uses a network of dealers for retail sales, who are also responsible for the installation and subsequent service of our product, including warranty service. Mr. [redacted] has been instructed to work with our dealer representative to resolve the issues he has with his Century canopy. Based on the measurement that Mr. [redacted] has provided, the Thule tracks may not meet the manufacturer’s specifications. The dealer is prepared to analyze, repair and/or return unsatisfactory material. TAG offers a lifetime limited warranty and is well prepared to fulfill any and all warranty requests, through our authorized dealer.

Consumer

Response:

I am rejecting this response because: I have been dealing with my Century dealer formonths. The dealer, [redacted], has been a pleasure to deal with. [redacted]seems willing to do anything that the manufacturer, TAG West, authorizes. I have taken the shell to the dealer for inspection and I provided photosas evidence of the misalignment. Below is the text of my most recent emailcommunications with [redacted]. The last communication, dated Oct 13, statesthat TAG West feels that the tracks are within "their" tolerances. The emails, and my conversations with [redacted], indicate that [redacted] has talkedto TAG West about the TAG West region manager inspecting the shell. To myknowledge, the region manager has not inspected the shell. I am willing to have the shell inspected by theregion manager. If the region managerfinds that the tracks are installed as required by Thule installationinstructions, I will drop my complaint. If not, I would like TAG West to authorize a full refund so that I canpurchase a shell from a different manufacturer. Email communications-most recent first: [redacted] [email protected] on everything they've seen and heardthey believe the tracks are within their tolerance for thatshell.I haven't heard but I don't think they've decided if / when to look atit. I'll followup today. [redacted]Truck Toyz2368 Davis St.San Leandro, CA 945771-510-382-0800http://[email protected]: [redacted] <c[redacted]@yahoo.com>To: [redacted]<[email protected]> Sent: Monday, October 13, 2014 10:04 AMSubject: Re: UPDATE : High C CamperShell-Rack Tracks Any word from the regional manager?Thanks,[redacted] On Sep 25, 2014, at 2:47 PM, [redacted]<[email protected]> wrote:Thanks [redacted], I'm not sure this is going toprovide any additional usable evidence as it's a but difficult to read andwe'realso having to consider the length of the tape canister. I never includethe canister unless were approximating.for installation of these tracks it hasto be exact. Lets just wait until I can arrange for the westernregion mgr to evaluate it. [redacted]Truck Toyz2368 Davis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c[redacted]las <c[redacted]@yahoo.com>To: [redacted]<[email protected]> Sent: Thursday, September 25, 2014 11:11 AMSubject: Re: UPDATE : High C CamperShell-Rack Tracks [redacted],A picture is worth a thousand words. Theblue foam is on the front of the shell; the black is on the rear. Photosare detailed enough to enlarge.Nice talking to you yesterday and best of luck.[redacted] On Monday, September 15, 2014 5:27 PM, [redacted]<[email protected]> wrote: OK. See you then.Thanks,[redacted] Truck Toyz2368 Davis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c[redacted]las <c[redacted]@yahoo.com>To: [redacted]<[email protected]> Sent: Monday, September 15, 2014 5:00 PMSubject: Re: UPDATE : High C CamperShell-Rack Tracks [redacted],I got a ladder and did an did a close measurementon the alignment of of the tracks. The distance between the front of thetracks and the distance between the rear of the tracks is only +/- 7/16 of aninch. I made an appointment with Mary forWednesday, 9/24, next week.[redacted] On Tuesday, September 9, 2014 11:19 AM, [redacted]<[email protected]> wrote: [redacted],Too much going on with those tracks. Pleasebring the truck in so Alfonso canmeasure the tracks to see...how far they areout of alignment, whether or notit's causing a problem, and how much additionallength we can get by replacing 'the tracks.If in fact they are out of alignment and if infact that is preventing the racksfrom proper use 'll contact Century again andsee if they want the shell backfor proper installation of the tracks. Thereturns for repair typically take about3 weeks. HOWEVER, if they are slightlyout of alignment we can make adjustmentsto bring the rear bar back as far as itwill go, though it will not easily slide forwardwhen necessary.So please bring it in so we can do an assessmentof the real problem. [redacted]Truck Toyz2368 Davis St.San Leandro, CA 945771-510-382-0800http://www.mytrucktoyz.com/[email protected]: c[redacted]las <c[redacted]@yahoo.com>To: [redacted]<[email protected]> Cc: "[redacted]@truckgroup.com"<[redacted]@truckgroup.com> Sent: Monday, September 8, 2014 7:55 PMSubject: Re: UPDATE : High C CamperShell-Rack Tracks [redacted],Thanks for making this happen. I did some checking regarding the fit issue withmy Yak racks. I found that the tracks on the shell do not appear tobe parallel. By my measurements, the distance between the tracks is34 7/8 on one end and 35 7/8 on the other end. Thule installationinstructions state that the tracks must beparallel. Yakima documentation requires parallel within 1/8 ofan inch. In re-examining the racks and tracks on myshell, not being parallel appears to be the problem. Thetowers and bars also will not slide evenly without being loosened andreadjusted. Yak and Thule otherwise appear compatible. I will haveyou double check my measurements next week. I should have no problem getting the truck toyour shop next week. I will be back late Saturday and will call toschedule on Monday. I have a backup vehicle so I can be very flexible onthe scheduling and how long you need the shell. I will be checking email about this time the restof the week.Thanks,[redacted] End of email communications. Thank you for the opportunity to provide this additionalinformation. [redacted]las [redacted]

Consumer

Response:

[redacted],