Wagner Sod, Landscaping & Irrigation

Our goal at Sherrod RV Center, Incis to do our best to sell quality products to customers who we hope will have enjoyable times with their recreational vehicles Unfortunately, there are times when problems occur with these trailers We try to take care of customer complaints in a
timely manner.At this time of delivery of this trailer the door was indeed broken Of course this was not done on purpose but by accident We did make apologies for this and assured the customer that we would take care of this problem for them It did take longer than we anticipated and we certainly are remorseful for that situation To our knowledge, this problem has since been repaired.Every customer is made aware that our dealership is not equipped with a mobile service It is recommended not only by our dealership but every manufacturer that we represent that a travel trailer is indeed mobile and just like a car or truck, would be required to be brought back to our dealership for any repairs There are notices posted in our dealership about this policy and also, every customer is required to sign a document acknowledging this policy A copy of this form is kept in the customer's file along with all other documents regarding their purchase.We have (against company policy) made more than one visit to this customer's residence to make repairs on this trailer When the customer complained that the A/C was not working, we made a trip to check on the A/C to see if a repair was needed The fan on the A/C was in the low position and the temperature was at degrees These two together was causing the A/C to freeze up on the internal coils This is not a defect or problem with A/C but instead an operator error The customer was advised to run the fan on Hi and not to bottom out the thermostat because this would continue to cause the A/C to freeze.It is true that for most A/C repairs, these travel trailers are to be brought in for the repair If in event that this A/C needed to be replaced with another A/C, it would be impossible for our technician to climb a standard ladder with a pound air conditioner on his back in order to get it to the roof for the replacement Then to carry the other pound A/C back down the ladder to get if off of the roof We use lift devices at the shop for these types of repairs for the health and safety of our technicians That is the reason for "in shop"repairs on A/C's.We are more than willing to make any necessary repairs to this customer trailer as long as the customer chooses to bring the trailer to our dealership as per our company policy.Thank you,*** ***, Office Manager

Mr***,When you called and talked with me about the problem you were having with your trailer you were upset because the dealership
that you took it to was taking a long time to fix the trailerI called and verified that the dealership did have your part on order and that is when I recommended you keep your trailer at that dealership, because you had already waited a while for them to get the part in and we did not have the part in stock and we would also have to order it, making you have to wait even longer to get the partSherrod I-RV never knew about the problem originally and did not recommend the dealership where you took it.You did not ask us to find someone to send out, your trailer was at a dealership being worked on. I would be glad to find someone to come out and work on your unit, although it is best on slide-out issues to take them into a certified dealership to have someone work on itAn on the road service tech usually won't address an issue such as that.Sherrod I-RV felt like since you had your trailer at another Jayco dealer and they were trying to help you, then that is where you needed to leave it so they could continue to work on it.Issues do occur and we are sorry for the problems. *** *** Sherrod I-RV Sales, LLC

Complaint:
I am rejecting this response because:A simple phone call would be nice not me having to call numerous times to be put on hold and ignored and not called back now the floor is tore and the awning broke so I guess I'll have to fix that myself to
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10742682, and find that this resolution is satisfactory to me
Sincerely,
***

Additional response from the consumer to business:I want them to send somebody out with the parts to fix it as soon as they can. I will pay the service charge.

We are once again sorry that Mr. [redacted] has rejected our response to his complaint. It is not uncommon at all to wait several weeks and even a month or two for parts coming from the factory. We do apologize once again and would like to offer our assistance to him in any way we can!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11559713, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]