Initial Business Response /* (1000, 5, 2016/05/12) */
Contact Name and Title: John Thompson-President
Contact Phone: ***
Contact Email: ***
The title is currently in processWe will notify the customer as well as Revdex.com upon completion
Initial Consumer
Rebuttal /* (2000, 7, 2016/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally received title for trailer I purchased after months
Initial Business Response /* (1000, 5, 2015/08/24) */
When the customer called she had stated she had a problem with the ramp door cables, which is usually an adjustment, and the cost is $ to repair
The trailer was dropped off and placed inside to protect the equipment the customer had
inside of their trailerUpon examination of the trailer, there was far more wrong with the trailer than just the ramp door cables needing an adjustment
1)"Ramp Door Hinges were Frozen" (Customer claims otherwise)
2)Ramp Door Cables were off of the Trolley
3)"Ramp Door Springs were Bad" (Customer claims otherwise)
Since they have been "Good Customers" and we knew they were working out of the trailer, we went ahead and made the necessary repairsWe should have contacted them first and explained what was wrong, and we did not, and that was our mistakeBut had we called prior to making the repairs, per their own statement, " If John/Don had called and said hey look this is going bad or whatever needs to be replacedWe would have said yes because this trailer is our lively hood for our catering businessespecially for that kind of money", they clearly stated they would have authorized the work, and we wouldn't be having this dispute
But, because of the lack of a phone call, the customers have now questioned our integrity, accused us of making unnecessary repairs and made derogatory inaccurate comments regarding our business and employeesThe customer also stated they had contacted other service facilities, but since they hadn't accurately described the problems, as in our case with the original phone conversation, they certainly weren't going to get an accurate estimate of repair costs
The customer also failed to mention that they created quite a scene in our store regarding their bill when they came to pick up the trailer and as a result, the bill was renegotiated to $instead of paying the entire amount due of $
The bottom line is $ worth of necessary work was performed and done in good faith for whom we thought was a "Good Customer"But since we didn't contact them first, and we should have, (and which they stated in their complaint they would have approved the repairs), they now feel they should only have to pay $ 80.00, and justify this by questioning our integrity
We do feel an apology is owed, but be will agree to disagree as to who owes itIn regards to the request for the refund of $ 210.00, we have already adjusted their bill by $ and aren't willing to make any further reductions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we did take our trailer there to be fixed (Cable adjustment) As I have stated before the door was not frozenWe just used it the day before at a job site and our springs weren't badBut I guess this has come down to a he said she said when we dropped off trailer with expectations of an maybe alittle higher with tax and what notTo get hit with a dollar bill that is more than a shock! Why when I called on Monday to return his call that trailer was ready I informed him we would pick up on tuesday did he not say Oh by the way we had to do more than expected and this is the amountbut not one word was said about thatI wish I had pictures of before and after but this is a lesson to be learned and an experience not soon forgotten
Final Business Response /* (4000, 9, 2015/09/08) */
We have appreciated their business over the years, and have always tried in good faith to provide quality service, and are certainly saddened by this whole situationWe have not denied that we should have communicated better with the customer, but we most certainly did not make any unnecessary repairs, as we are being accused
The customers clearly expressed their dissatisfaction with their initial bill at the time of pickup, which was then adjusted and agreed uponUnfortunately, we are unable to make any further adjustments
Initial Business Response /* (1000, 5, 2016/05/01) */
Contact Name and Title: John Thompson-President
Contact Phone: ***
Contact Email: ***
The items charged to the customer's credit card after the initial purchase of $1,were done in error on our part and
we are sincerely sorry for the mistakeThe customer's husband stated that he still wanted the original item purchased and we have made full restitution to the customers for the remaining balance of $ 7,in cash with a signed receipt from the customer for the erroneous chargesThey have been loyal customers for many years, and we have certainly always appreciated their business and hope that going forward, we will be given the opportunity to earn their trust once again
Initial Consumer Rebuttal /* (2000, 7, 2016/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate MrThompson's restitution of unauthorized charges made to our checking account It does not negate the fact that our checking account was accessed times for unauthorized chargesThis is not acceptable from any companyWe ordered the awning April 6th and we have yet to see this awningIf we don't receive it by 5-13, 2016, I will cancel my order and expect full reimbursement of payment made
Initial Business Response /* (1000, 5, 2015/07/06) */
In response to the complaint filed:
1)There was a delay in installation on our part because of shipping damage done by the common carrier to the replacement awning we ordered prior to the delivery to our dealership, thus requiring the...
awning to be returned and reordered. We have also had an extremely wet spring this year which has caused delays for everyone.
2)This trailer was originally equipped with an awning, so the awning we installed was a replacement, not a new accessory which the customers were not familiar with.
3)As for the comments pertaining to the installation, the "customers" modified the position of the bracket for the support legs by attaching them to the outside of their deck. The location of the brackets the customer installed would have clearly caused the problems they have expressed.
4)The awning has clearly been left open during strong storms, which we've had numerous ones this year. This would have caused the canvas to fill with water and thus cause it to stretch and bend the roller tube.
"RV Awnings are supposed to be rolled up during storms", they're designed to provide shade, not withstand torrential rain. The fact that the customers altered the installation by our dealership, as well as left it down during extremely inclimate weather, has voided any warranty pertaining to this awning. The damage to this awning was not caused by a manufacturer's defect or improper installation by our dealership. It was clearly caused by the modifications made by the "customer", and "improper use".
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The awning was never left opened during storms and the brackets were moved after the damage already occured due to a no show on companies part. When awnine was installed they installed it without us being presant and left us no warranty book or no directions
Final Business Response /* (4000, 9, 2015/07/16) */
In response to the customer stating "The awning was never left opened during storms", unfortunately the photographs and the customers own comments in the initial complaint speak for themselves, "We had a few bad storms and since then the awning keeps gathering watering and stretched the vinyl". The customer also stated when they contacted us for a service call on June 13 that "water pools in the awning and doesn't seem to stretch out tight". This would happen as a result of the awning being left down during heavy rain and or storms.
In regards to the comment "When awnine was installed they installed it without us being presant and left us no warranty book or no directions", the customer continues to fail to address the fact that this was a "replacement awning", so they certainly would have had a working knowledge as to how it is operated, as well as the fact that they felt they had the ability to alter the installation, then claiming "the brackets were moved after the damage already occurred due to a no show on companies part". Please Note: The brackets they moved would have eliminated the ability to roll the awning up. So their claim that it wasn't left down during storms wouldn't be an accurate statement.
We are guilty of not having the awning installed in the time frame we had originally stated, but beyond that, we have no control as to how the customer "claims" they're using their awning, causing the damage they "claim" was a result of improper installation. The bottom line is "You can't stretch awning fabric that is rolled up around an aluminum tube, if in the closed position during heavy rain and or storms". Therefore, after careful consideration, and conflicting statements made by the customer, we question the validity of their claim and are unwilling to provide any further service/warranty work for this customer in regards to this matter. They can feel free to contact the manufacturer of their awning, and we'll be happy to forward a copy of this complaint and the photographs taken, should they choose to do so. The awning manufacturer is:
[redacted]
[redacted]
Initial Business Response /* (1000, 6, 2016/07/08) */
Contact Name and Title: John Thompson-President
Contact Phone: [redacted]
Contact Email: [redacted]
The title was attached to the Purchase Agreement and filed in error. The title for the 1990 Sunline Travel Trailer has been...
transferred to the customer on 7/8/16 and was mailed by Priority Express Mail Tracking # [redacted] US to the customer on 7/8/16. We apologize for the error. A copy of the title #[redacted] issued in the customers name along with a copy of the Priority Express Label will be emailed directly to the customer.
Initial Consumer Rebuttal /* (2000, 9, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/05/12) */
Contact Name and Title: John Thompson-President
Contact Phone: ***
Contact Email: ***
The title is currently in processWe will notify the customer as well as Revdex.com upon completion
Initial Consumer
Rebuttal /* (2000, 7, 2016/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally received title for trailer I purchased after months
Initial Business Response /* (1000, 5, 2015/08/24) */
When the customer called she had stated she had a problem with the ramp door cables, which is usually an adjustment, and the cost is $ to repair
The trailer was dropped off and placed inside to protect the equipment the customer had
inside of their trailerUpon examination of the trailer, there was far more wrong with the trailer than just the ramp door cables needing an adjustment
1)"Ramp Door Hinges were Frozen" (Customer claims otherwise)
2)Ramp Door Cables were off of the Trolley
3)"Ramp Door Springs were Bad" (Customer claims otherwise)
Since they have been "Good Customers" and we knew they were working out of the trailer, we went ahead and made the necessary repairsWe should have contacted them first and explained what was wrong, and we did not, and that was our mistakeBut had we called prior to making the repairs, per their own statement, " If John/Don had called and said hey look this is going bad or whatever needs to be replacedWe would have said yes because this trailer is our lively hood for our catering businessespecially for that kind of money", they clearly stated they would have authorized the work, and we wouldn't be having this dispute
But, because of the lack of a phone call, the customers have now questioned our integrity, accused us of making unnecessary repairs and made derogatory inaccurate comments regarding our business and employeesThe customer also stated they had contacted other service facilities, but since they hadn't accurately described the problems, as in our case with the original phone conversation, they certainly weren't going to get an accurate estimate of repair costs
The customer also failed to mention that they created quite a scene in our store regarding their bill when they came to pick up the trailer and as a result, the bill was renegotiated to $instead of paying the entire amount due of $
The bottom line is $ worth of necessary work was performed and done in good faith for whom we thought was a "Good Customer"But since we didn't contact them first, and we should have, (and which they stated in their complaint they would have approved the repairs), they now feel they should only have to pay $ 80.00, and justify this by questioning our integrity
We do feel an apology is owed, but be will agree to disagree as to who owes itIn regards to the request for the refund of $ 210.00, we have already adjusted their bill by $ and aren't willing to make any further reductions
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we did take our trailer there to be fixed (Cable adjustment) As I have stated before the door was not frozenWe just used it the day before at a job site and our springs weren't badBut I guess this has come down to a he said she said when we dropped off trailer with expectations of an maybe alittle higher with tax and what notTo get hit with a dollar bill that is more than a shock! Why when I called on Monday to return his call that trailer was ready I informed him we would pick up on tuesday did he not say Oh by the way we had to do more than expected and this is the amountbut not one word was said about thatI wish I had pictures of before and after but this is a lesson to be learned and an experience not soon forgotten
Final Business Response /* (4000, 9, 2015/09/08) */
We have appreciated their business over the years, and have always tried in good faith to provide quality service, and are certainly saddened by this whole situationWe have not denied that we should have communicated better with the customer, but we most certainly did not make any unnecessary repairs, as we are being accused
The customers clearly expressed their dissatisfaction with their initial bill at the time of pickup, which was then adjusted and agreed uponUnfortunately, we are unable to make any further adjustments
Initial Business Response /* (1000, 5, 2016/05/01) */
Contact Name and Title: John Thompson-President
Contact Phone: ***
Contact Email: ***
The items charged to the customer's credit card after the initial purchase of $1,were done in error on our part and
we are sincerely sorry for the mistakeThe customer's husband stated that he still wanted the original item purchased and we have made full restitution to the customers for the remaining balance of $ 7,in cash with a signed receipt from the customer for the erroneous chargesThey have been loyal customers for many years, and we have certainly always appreciated their business and hope that going forward, we will be given the opportunity to earn their trust once again
Initial Consumer Rebuttal /* (2000, 7, 2016/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate MrThompson's restitution of unauthorized charges made to our checking account It does not negate the fact that our checking account was accessed times for unauthorized chargesThis is not acceptable from any companyWe ordered the awning April 6th and we have yet to see this awningIf we don't receive it by 5-13, 2016, I will cancel my order and expect full reimbursement of payment made
Initial Business Response /* (1000, 5, 2015/07/06) */
In response to the complaint filed:
1)There was a delay in installation on our part because of shipping damage done by the common carrier to the replacement awning we ordered prior to the delivery to our dealership, thus requiring the...
awning to be returned and reordered. We have also had an extremely wet spring this year which has caused delays for everyone.
2)This trailer was originally equipped with an awning, so the awning we installed was a replacement, not a new accessory which the customers were not familiar with.
3)As for the comments pertaining to the installation, the "customers" modified the position of the bracket for the support legs by attaching them to the outside of their deck. The location of the brackets the customer installed would have clearly caused the problems they have expressed.
4)The awning has clearly been left open during strong storms, which we've had numerous ones this year. This would have caused the canvas to fill with water and thus cause it to stretch and bend the roller tube.
"RV Awnings are supposed to be rolled up during storms", they're designed to provide shade, not withstand torrential rain. The fact that the customers altered the installation by our dealership, as well as left it down during extremely inclimate weather, has voided any warranty pertaining to this awning. The damage to this awning was not caused by a manufacturer's defect or improper installation by our dealership. It was clearly caused by the modifications made by the "customer", and "improper use".
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The awning was never left opened during storms and the brackets were moved after the damage already occured due to a no show on companies part. When awnine was installed they installed it without us being presant and left us no warranty book or no directions
Final Business Response /* (4000, 9, 2015/07/16) */
In response to the customer stating "The awning was never left opened during storms", unfortunately the photographs and the customers own comments in the initial complaint speak for themselves, "We had a few bad storms and since then the awning keeps gathering watering and stretched the vinyl". The customer also stated when they contacted us for a service call on June 13 that "water pools in the awning and doesn't seem to stretch out tight". This would happen as a result of the awning being left down during heavy rain and or storms.
In regards to the comment "When awnine was installed they installed it without us being presant and left us no warranty book or no directions", the customer continues to fail to address the fact that this was a "replacement awning", so they certainly would have had a working knowledge as to how it is operated, as well as the fact that they felt they had the ability to alter the installation, then claiming "the brackets were moved after the damage already occurred due to a no show on companies part". Please Note: The brackets they moved would have eliminated the ability to roll the awning up. So their claim that it wasn't left down during storms wouldn't be an accurate statement.
We are guilty of not having the awning installed in the time frame we had originally stated, but beyond that, we have no control as to how the customer "claims" they're using their awning, causing the damage they "claim" was a result of improper installation. The bottom line is "You can't stretch awning fabric that is rolled up around an aluminum tube, if in the closed position during heavy rain and or storms". Therefore, after careful consideration, and conflicting statements made by the customer, we question the validity of their claim and are unwilling to provide any further service/warranty work for this customer in regards to this matter. They can feel free to contact the manufacturer of their awning, and we'll be happy to forward a copy of this complaint and the photographs taken, should they choose to do so. The awning manufacturer is:
[redacted]
[redacted]
Initial Business Response /* (1000, 6, 2016/07/08) */
Contact Name and Title: John Thompson-President
Contact Phone: [redacted]
Contact Email: [redacted]
The title was attached to the Purchase Agreement and filed in error. The title for the 1990 Sunline Travel Trailer has been...
transferred to the customer on 7/8/16 and was mailed by Priority Express Mail Tracking # [redacted] US to the customer on 7/8/16. We apologize for the error. A copy of the title #[redacted] issued in the customers name along with a copy of the Priority Express Label will be emailed directly to the customer.
Initial Consumer Rebuttal /* (2000, 9, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)