Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] Sent: Wednesday, August 24, 2016 4:40 PM [redacted]
Subject: Complaint # [redacted] Good afternoon, The customer first came to our shop in January 2016. They complained of a roof leak --stating it was wet in...
the bedroom slide and thought it might be leaking around the slide out seal. Additionally, the A/C was rattling. They wanted the sofa removed and for us to check the water heater indicating the pilot light goes out during the night. The technician indicated the roof needed to be resealed. Resealing a roof is standard maintenance and should be checked every year if not sooner if the unit is exposed to the weather. If the roof did not need a roof reseal--we would not recommend it. Our labor rate is $105.00 per hour--which is appropriate and reasonable in the RV industry. It usually takes 10-12 hours depending on the unit and components on the roof. This is our standard charge. The customer was informed of the charge prior to resealing the roof. The customer gave approval prior to repairs--which is our standard procedure. A standard cost of $600.00-- I have not heard of and would expect that a customer might research this prior to giving approval for repairs? Additionally, the slide out seal was cut too short and was shrinking which was or would cause the customer water issues/damage. We recommended replacing the slide out seals. Again, the customer was notified of labor time and material pricing prior to completing the repair. Like the roof reseal--if there was not an issue with the slide out seal we would not recommend replacing it. We checked their AC unit and determined the compressor is noisy--an amp draw was taken --12.5amps with an outside temperature of 61 degrees. The customer was not charged for checking their ac unit. The sofa was removed and the customer was charged 0.7 of an hour as it did take that amount of time to remove the sofa. Again the customer approved the charge prior to removal. We found the water heater needed an air adjustment and charged 0.3 of an hour. We tested further and did not have an issue with the pilot at the shop. If the unit has been sitting a spider web can cause an issue--however, the customer did not mention an issue with the water heater when they brought their unit to the shop for the second time. The customer returned March 21st 2016-stating they still had water in the unit in the bedroom. We water tested the roof and found no leaks. There were no leaks in any of the places the customer has claimed. The customer's plumbing was tested and no leaks were found. The customer did not indicate the water leak was an issue when under pressure from the city water fill but stated it was from the roof. We did later find a leak at the control box when connected to the city water fill. The customer was charged four hours labor. The technician removed their control box--repaired all their leaking fittings--tightened--retested--found no leaks with pressure for three consecutive days--reinstalled the control box and sealed. At this time the customer did not mention anything about any other issues addressed in their previous visit. They were charged at this time as it took time and did not pertain to their roof reseal or slide out seal. Again these items needed to be addressed or we would not have recommended or repaired. The customer called late June indicating they still had some concerns in regards to their unit. I informed they were welcome to bring their unit in any time and we would be happy to take a look at it. We stand behind our work %100. The customer refused to bring their motor home in for assessment. We have been in business for sixteen years and have never had a complaint through the Revdex.com. Again, all repairs made were approved prior to completion. We have a 90 day labor warranty. If the customer refuses to bring the unit back we are not able to address their concerns. We do not think any refund is warranted in this case. Thank you for your time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] Sent: Wednesday, August 24, 2016 4:40 PM [redacted]
Subject: Complaint # [redacted] Good afternoon, The customer first came to our shop in January 2016. They complained of a roof leak --stating it was wet in...
the bedroom slide and thought it might be leaking around the slide out seal. Additionally, the A/C was rattling. They wanted the sofa removed and for us to check the water heater indicating the pilot light goes out during the night. The technician indicated the roof needed to be resealed. Resealing a roof is standard maintenance and should be checked every year if not sooner if the unit is exposed to the weather. If the roof did not need a roof reseal--we would not recommend it. Our labor rate is $105.00 per hour--which is appropriate and reasonable in the RV industry. It usually takes 10-12 hours depending on the unit and components on the roof. This is our standard charge. The customer was informed of the charge prior to resealing the roof. The customer gave approval prior to repairs--which is our standard procedure. A standard cost of $600.00-- I have not heard of and would expect that a customer might research this prior to giving approval for repairs? Additionally, the slide out seal was cut too short and was shrinking which was or would cause the customer water issues/damage. We recommended replacing the slide out seals. Again, the customer was notified of labor time and material pricing prior to completing the repair. Like the roof reseal--if there was not an issue with the slide out seal we would not recommend replacing it. We checked their AC unit and determined the compressor is noisy--an amp draw was taken --12.5amps with an outside temperature of 61 degrees. The customer was not charged for checking their ac unit. The sofa was removed and the customer was charged 0.7 of an hour as it did take that amount of time to remove the sofa. Again the customer approved the charge prior to removal. We found the water heater needed an air adjustment and charged 0.3 of an hour. We tested further and did not have an issue with the pilot at the shop. If the unit has been sitting a spider web can cause an issue--however, the customer did not mention an issue with the water heater when they brought their unit to the shop for the second time. The customer returned March 21st 2016-stating they still had water in the unit in the bedroom. We water tested the roof and found no leaks. There were no leaks in any of the places the customer has claimed. The customer's plumbing was tested and no leaks were found. The customer did not indicate the water leak was an issue when under pressure from the city water fill but stated it was from the roof. We did later find a leak at the control box when connected to the city water fill. The customer was charged four hours labor. The technician removed their control box--repaired all their leaking fittings--tightened--retested--found no leaks with pressure for three consecutive days--reinstalled the control box and sealed. At this time the customer did not mention anything about any other issues addressed in their previous visit. They were charged at this time as it took time and did not pertain to their roof reseal or slide out seal. Again these items needed to be addressed or we would not have recommended or repaired. The customer called late June indicating they still had some concerns in regards to their unit. I informed they were welcome to bring their unit in any time and we would be happy to take a look at it. We stand behind our work %100. The customer refused to bring their motor home in for assessment. We have been in business for sixteen years and have never had a complaint through the Revdex.com. Again, all repairs made were approved prior to completion. We have a 90 day labor warranty. If the customer refuses to bring the unit back we are not able to address their concerns. We do not think any refund is warranted in this case. Thank you for your time.