Tooele RV and Auto Repair

In response to the preposterous allegation made by Tony *
S[redacted], I have provided detailed documentation and evidence that everything in
his comments is a lie.  I guess he
doesn’t realize I have 13 HD security cameras (several with audio), photos, recorded
phone calls, saved e-mails,...

signed invoices, work orders from the technician and
have several witnesses to work done. In essence, due to this complaint, I have
already backed up video footage, audio, calls, photo’s, etc., and if I find any
record, digital or otherwise, of any further lies on his smear campaign, I will
not hesitate to seek compensation and pursue a lawsuit for slander as all my
evidence will clearly illustrate the facts I am about to convey below.  This document should permanently end this
fairytale claim in this very lengthy explanation of the facts.  It is spoiled people like this with a
distorted sense of reality and an ungrateful entitled nature that makes me
wonder why I ever became an entrepreneur. 
Furthermore, events like this slowly remove the motivation to go above
and beyond to help those in need when it is expected and unappreciated.  Attached is the signed invoice from what was actually
paid and the work order created by the technician that performed the work.  
Opening
& Closing Statement and Summary of Facts:
1.     I
originally offered to fit in only 2 hours of work due to his last minute
request during the busiest week of the year. 
We worked well beyond that as other requested repairs were made.
 
2.     On the Revdex.com complaint,
Tony stated “I was told on several occasions that my RV would be ready. When I
finally went on Friday he said it wasn't quite finished”. First of all this is
another lie, but if it were, and if Tony * S[redacted] did not order the wrong parts
that were not compatible or had did not have a so called electrician
incorrectly and partially hook it up prior to arriving, then the job would have
been complete.  All of information was
not even known until Tuesday (see below).
 
3.     On the Revdex.com complaint,
Tony stated that we did “not do any of
the work.” and “charged me $600 to
not do any work”.  Again another lie.
 Not only do we have a signed invoice for
work completed, the technicians work order from doing the work, an e-mail, and
a recorded phone conversation authorizing the water system repair, we have
surveillance video inside and outside which shows the technician doing the job. 
 
4.     On the Revdex.com complaint,
Tony stated the purchase price was $694.23 and is disputing $361.50.  I am not sure how he came up with that since
he only paid $609.70. Yet but another lie. The only labor charges for the AC
portion of the bill was only $190 plus the brand new in box thermostat for $124
that I offered to keep it and not charge him. 
Also have video clear video showing the actually cash paid.  Again, his overall bill was less than what he
agreed to pay for work already completed prior attempting to install any parts.
 
5.     On the Revdex.com complaint, Tony
stated, “I left to run errands and then
when I returned he said he would not continue working on it until I squared
away the bill”.  Another lie.  The reason the last portion of my report is
so detailed including the time, is to prove this accusation is not true.  He paid me nothing after running his errands
and I have video to prove it.  
On Monday, July 20th,
Tony S[redacted] called and explained he has a new roof mounted Dometic Air
Conditioner that he purchased and installed. 
He also stated that he had hired an electrician to connect all the
wiring and it still did not work.  He
asked if we could take a look at his air conditioner to see if we could get it
going.  I told him due the State Holiday
on Friday, this particular is the busiest week of the year.  I further stated that I would not be able to
work on it for at least 2 weeks.  He then
said that he has a vacation planned for the upcoming weekend and asked if I
could just look at it.  I told him I
could spare 2 hours to help him out and take a look at it. 
Later that day he brought the trailer down and I told him
that it would be at least 2 days before we could look at it.  We both agreed on 2 hours to diagnose and
possibly repair his air conditioner and made note in front of him in the
appointment book (surveillance video available). He seemed to understand and
expressed his gratitude for fitting him in front of the other 15 - 20 customer
jobs that had already been here for 1-3 weeks prior that were due by Thursday.  After we agreed on the 2 hours, I asked if
his AC unit is ducted and used a wall thermostat. He said his old one did, but
decided to purchase a lower control box with controls on it to make easier to
install.  Just before he left, he asked
if I could fix his faulty bathroom shower and repair the water lines that he
had previously cut and plugged under the trailer so he could have water
throughout the trailer and did not have time to install a replacement.  I said we would do our best but do have many
other obligations.  I also told him that
obviously that the invoice would clearly exceed the 2 hours and he said, of
course. He thanked me again and left.
Tuesday,
July 21st, I had a small window of opportunity to fit
Mr. S[redacted] in a day early. My lead technician, Mike (Dometic Factory Trained),
had asked if I (Also Dometic Factory Trained) would come take a look at the
inside the customers trailer and see the absolute mess hanging from the
ceiling.  The roof AC was secured to the
ceiling with a piece wood, the lower control unit was dangling from countless
wires, the control box / circuit board from the last air conditioner was also
hanging from the ceiling with around 15 wires connected to it with massive
amounts of tape, some wires were connected and others were not.  Needless to say it was going to take some time
to put together the back story as there was no installation manuals anywhere in
the trailer for the upper or lower unit (maybe the electrician had them?).  We first had to identify the exact model and
product number for the upper AC unit and the lower control assembly dangling
from the wires, and the old control board. After finding generic schematics
(cover multiple units) in our shop, the technician started unwiring the
previously incorrect terminated wires and connecting wires that were identified
on the schematic. After spending just over a total of 2 hours of assessing the
situation, decoding wires, and discovering that there were too many wires that
didn’t match up, the technician asked for my assistance.  After looking it over, the new lower control
unit and the upper AC unit did not seem compatible.  I researched Dometic’s sales catalog to view
the control options for the customer’s upper unit and the literature did not
mention any option for a manual lower control box and only had only one
compatible option which was a multi-zone wall mounted thermostat that used a
telephone type connection at both the thermostat and AC unit.  Since incompatibility did not seem likely,
especially since the customer spent so much money on the most expensive consumer
AC unit available and assumed he researched it, I had the technician call
Dometic Technical support to confirm my results.  After 20 minutes on hold, Tech support
confirmed that it is impossible to use the partially connected manual control
unit the customer had dangling from the ceiling and that the Multi-Zone
Programmable thermostat must be purchased along with a regular air distribution
box for a ducted system in order to use the expensive upper unit (Penguin II)
that the customer purchased.
I called Mr. S[redacted] to tell him the dilemma, and authorized
the purchase for the thermostat and lower control unit which had to be ordered
from the factory and would to take 2 days. 
Keep in mind that the original time that I said I would be able to spare
(2 hours) was already fulfilled.  I told
him since the trailer is already set up for work, we would proceed with repair
the water system and installing a replacement tub / shower valve.  Although he seemed frustrated about his
incompatible parts that he purchased on the internet, he expressed his gratitude
for moving forward with the water system and ordering the parts.  He then asked if I think it will get done by
Friday morning.  I clarified the parts
would arrive on Thursday late afternoon and I would be willing to sacrifice my
personal time and work as late as possible to try and accomplish this task for
him.  He did not seem surprised that I
was willing to do this, in fact it sounded like he expected it.  I had absolutely no intentions of charging
any kind of premium labor to complete this task after work on my personal time
and never brought it up.  I then
proceeded to purchase the parts factory direct.
The technician asked me for clarification regarding the
water system repair (water lines cut, etc) as it was not straightforward.  Mr. S[redacted] was apparently using the tub /
shower for storage and was filled with clothes. 
After removing all of Mr. S[redacted]’s mess, finding where the lines were cut
under the trailer and repairing them, the tech realized that he did not have
adequate access to replace the faucet.  The technician asked if I would call the
customer and ask permission to install an access port in the wall to make the
repair.  I called and he approved the
port install.  He also apologized about
the large stack of clothes.  The
technician was able to swiftly remove the stop valves from the water lines
under the trailer, reconnect the water lines, remove and replace all of the
clothes in the tub, cut a access hole in the wall behind the shower, install an
access port, and replace the faucet all within 1-1/2 hours which is all he was
charged for these tasks which is beyond fair. 
We thought it was odd that there was a bathroom sink faucet installed on
the wall of the shower, which if turned on would just spray the wall but didn’t
bring it up until the customer picked up the trailer.
Thursday,
July 23rd, the parts arrived late afternoon as
communicated.  I spoke with Mr. S[redacted] on
the phone and I told him that there is another trailer that had been here for
weeks that was due today and would be completing that prior to starting on
his.  I also mentioned that obviously
that I did not have any documented authorization other than the 2 hours for AC
diagnostics and merely requesting repair of the water system as previously
mentioned. So I told him that I would be sending him an e-mail of the current
running invoice for work already completed and parts ordered in the amount of $694.23. 
Send the e-mail for authorization at 5pm and he responded within 10
minutes.  He asked if I thought his would
get done and I told him that I hope so. 
The other customer’s trailer was completed around 10pm and picked up
around 10:30pm. I proceeded to pull Mr. S[redacted]’s trailer and started working on
it around 11pm.  I unpacked the ADB lower
unit and the multi-zone thermostat only to find that there were no installation
instructions.  I logged onto Dometic’s
Dealer Services website to download the installation manuals for the new
components but there website was down.  I
figured I would start removing the other incompatible parts installed by the
customer as well as parts from the previous AC unit in the mean time and try
again later. While removing the incompatible parts, I noticed that currently
installed wall thermostat used a 12 conductor wire harness and would present
some challenges to convert or update since the new thermostat used a telephone
type connector and wire for serial communication instead of inputs and outputs.
 I was finally able to log in around 1am
and spent an hour locating the proper documents and printing them.  Now that it was 2:00 am and exhausted, I knew
there was no chance of finishing and would have to try again tomorrow.
Friday,
July 24th, although many local businesses are closed
today due to the local holiday, coupled with all of my employees were off
except for a high school kid for summer help, I planned to stay open at least
half of the day. My S[redacted] arrived in my store at 9:57am to inquire about the outcome of the job last night.  I told him that I was unable to spend the
time that I wanted due to the very late start and the lack of installation
documents required to complete the task. 
To him that the only thing that was visually evident is the removal of
the unneeded components.  I also said
that I would continue to work on it today when I didn’t have customers or my
intended closing time at 1pm.  He asked
if he could install some parts from my store on his RV inside my shop.  Although I never let customers perform any
type of work on the premises, especially my shop, I decided to allow him to
save him some time. He did not leave to “run errands” like he claimed. He came
back into my store from inside my shop after 50 minutes at 10:47am and accused me of not doing any work.  I reminded him that not only was he not being
charged for anything that was done the previous night but I had already
explained what was done and why it was not complete.  He continued to express his frustration and
said that I promised it would be done in the morning.  I told him I don’t even use that word, not
even to my own family. I tried to reason with him by reminding him the original
agreed amount of time that I could spare this week was 2 hours and had already
gone above and beyond what we agreed.  I
mentioned that if he had originally ordered the proper parts to complete the
task, the job would have already been done. 
He then obsessively side that I kept telling him lie after lie after lie
after lie.  Clearly my dedication and
sacrifice of my personal time as well as putting him in front of others was not
appreciated.  He also said he was going
to tell everyone he knows that I am a liar. 
Despite his unreasonable state of mind I still told him that I was
planning on closing in 2 hours and working on it, again on my personal time.  He insisted on paying off his bill of $694.23 that was previously approved
via e-mail the day before as mentioned above, for work that was already
completed, parts included.  At this point
Mr. S[redacted] was so irate, unreasonable, belligerent, and ungrateful, I lost
interest in going out of my way to help him any longer.  Although I have a phone recording of him
authorizing the special order of the parts needed, I offered to remove the
parts from his bill and send them back without any restocking 20% fee that I
will have to pay.  He wanted to only keep
the programmable thermostat ($124) plus shipping at $22.90 which was left on
his trailer table in his presence.  This
brought his bill down to $603.33 and
then we put the parts he grabbed off the store wall and brought the grand total
up to $609.70 which is far less than
what he should have been charged for completed work ($694.23).  After
paying only $609.70 and NOT what he claimed on his Revdex.com complaint which
was the $694.23, he left to run some errands at 11:07am. After he left I prepared his trailer for removal from my
shop and pulled it out at 11:29am and was intercepted by a mob of customers
before I could park it.  While helping
the room full of customers, Mr. S[redacted] showed up at 11:46am and asked if I could
move his trailer on more level ground.  I
apologized for getting interrupted before parking it but I was the only one
available to tend to the customers.  I
asked for a few minutes, although he did not apologize for his extremely rude
and irate behavior, he was much calmer. 
I moved the trailer for him and he drove off of the property for good at
12:04pm.
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