Tillman's Van & Truck Accessories, Inc.

Response to Revdex.com Complaint Customer: *** *** *** ** *** *** *** ** *** On 3/14/2017, Mr*** had a scheduled appointment at Tillman's Indianapolis location (Old National Road) in order to address a concern involving a leak in his
recently purchased ARE DCU (Deluxe Contractor's Unit) camper shell According to Mr***, the unit appeared to have a leak around the front window (closest to the cab of the truck) and at one screw hole. The appointment was made for Tillman's to assess and correct the leaks. Upon arrival and after inspection by our staff, it was noted that Mr*** has made several modifications to the interior of his DCU. These include adding insulation and screwing lauan boards to the interior framing system of the DCU. The customer's modifications were significant and covered the entire interior of the DCU After inspection, Mr*** was advised that either there would be a labor charge associated with removing the modifications he had installed or he could remove them himself and reschedule an appointment for Tillman's to assess and rectify any leaks that were not caused by any user-installed modifications. Mr*** was quoted $for our technician to remove the modifications that Mr*** had installed Please also note, in the customer complaint, Mr*** states that Tillman's implied the leaks he is experiencing were caused by his modifications. Tillman's did not imply this, rather he was advised that there is no way of fully assessing the issue until the modifications are removed. At this point in the discussion, according to our Indianapolis branch employees, Mr*** became upset and ultimately chose to leave without any work being completed on his DCU. Also, as of this date, Mr*** has not called to reschedule a time for the leak issues he has reported to be rectified, even though Tillman's has advised that ARE stands behind the product and will rectify any issues that are not caused by user-installed modifications As a useful analogy, if we consider an HVAC contractor may install an outdoor unit next to a house. If, subsequently, the homeowner builds a deck over the unit and then the unit has an issue, the HVAC contractor will first advise the homeowner that the deck must be removed before the unit can be serviced In conclusion, Tillman's and ARE absolutely stand behind this product and, as previously stated, will rectify any issues involving the DCU that are not directly caused by customer modifications or misuse. Mr*** contention that Tillman's should bear the cost of removing his modifications in order to address any issues with the DCU does not make sense because we did not design nor install these modifications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Before I ever purchased this unit I discussed in detail with Jarod exactly what I intended to use this unit for and all of the modifications I intended to makeThat would have been the time to caution me to wait before making those modifications if leaks are a common eventIt is only reasonable that I would not anticipate any such problems on a brand new unitThe problems did not show until we got some rainIt started as only a small leak in the front window area, heavier rain showed the leak from the roofThe most recent rain has now exposed leaking from the rear windowI have to wonder how long before I find a fourth leak, etcA business that cares about It's customers will do what is right to solve problems which are no fault of that customerThere is nothing to indicate that my actions in any way caused these leaksThe most recent one is in an area where I made no modificationsIf Tillmans requires payment in order to repair these leaks they should shoulder that cost and recoupe it from A.R.EThey are the ones who have a working relationship with that companyI am only the one who got what appears to be a badly defective productMy time and effort has value just the same as tillmanns mechanicAs far as quotes are concerned I was only told I would have to pay to remove the insulationI see that as an attempt to extort more money from me because they consider me to be in a vulnerable positionRegardless of who says what it was implied that that leaks were caused by meThe comment was something along the lines of "we don't know what you've done
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

Tillman’s Response to Complaint ID *** Tillman’s received and reviewed the latest response from our customer relating to Revdex.com complaint ID *** To reiterate, both Tillman’s and ARE stand behind the DCU (Deluxe Contractor’s Unit) product that the customer purchasedAnd, as noted, any issues relating to that product, which are not related to any modifications done to the product by the customer, will be rectified Leaks are not common in ARE products, however in general truck beds and truck bed caps are not leak-proof or water-tight. Rather they are water-resistant. There are numerous potential areas for water to get into a truck bed. The leak the customer has reported experiencing around the front window may be related to the window seal. This is an easily rectified issue once access can be gained to the area. Further, the customer reported a leak that may be related to one of the top-side screws which secures the outer aluminum skin to the inner aluminum frame. This, too, is an easily rectified issue. The rear door issue reported by the customer would need to be checked at Tillman’s facility to determine what the issue is. In general, rear doors on truck caps are an area for potential leaks as there are gaps in the tailgate (manufacturer’s design) as well as potential gaps where the rear door of the truck cap meets the top of the tailgate Further, irrespective of the fact that the customer advised Tillman’s that he would be making interior modifications, which is certainly his right, the fact that any servicing or repairs that may be required to a product after the modifications are made necessarily dictate that said modifications must be removed before the servicing or repair can be complete. There is no possible way to complete servicing or repair when modifications prohibit access. Charging a nominal fee ($42) for removal of customer-added modifications is both reasonable and industry standard. However, in order to satisfy this customer, Tillman’s will remove the customer-installed modifications in order to affect any necessary repairs. In addition, Tillman’s can perform a rear-door leak test to determine if any adjustments need to be made