Mr. [redacted]'s trailer was ready when he was scheduled to pick up the trailer. We in no way rushed the walk through for the customer. Per policy we take as much time as needed with each of our clients when they pick up their toy hauler, as every client has a different level of...
understanding when it comes to RV's. In fact, knowing that this customer was a first time owner, we took an extra amount of time walking through every step of the process. His sales guy rode along with him after the walk through to make sure he knew how to turn, use brakes, and tow his trailer properly. This walk thru was extremely thorough. Anything on the contrary is simply false.Our customer did call us after getting his trailer home and informed us of a few missing parts. They consisted of a sink plug, inserts for the feet of the dinette, and 1 missing dinette skirt and power cord. The parts were an oversight and as soon as the parts arrived they were sent promptly. As for the warranty work, the ramp door. We found Tom's RV to provide an estimate on the warranty work to be done. Tom's provided an estimate but much of the estimate was for personal preference items they were NOT warranty items. Tom's can attest to this after dealing with this customer. We submitted the estimate to the manufacturer and they approved the work, which in their estimation, with the remedy they recommended would take 3 hours. The manufacturer and Tom's RV have agreed on a suitable option to fix the warranty items. This solution in no way is considered substandard and is exactly how the manufacturer would fix the problem if the RV was brought back to them. We have worked diligently with the RV repair center to get this work done, however, the client continues to deny the work the manufacturer has approved. The last thing we would want would be substandard work done on one of our RV's as this would just cause additional warranty claims to be filed.
Mr. [redacted]'s trailer was ready when he was scheduled to pick up the trailer. We in no way rushed the walk through for the customer. Per policy we take as much time as needed with each of our clients when they pick up their toy hauler, as every client has a different level of...
understanding when it comes to RV's. In fact, knowing that this customer was a first time owner, we took an extra amount of time walking through every step of the process. His sales guy rode along with him after the walk through to make sure he knew how to turn, use brakes, and tow his trailer properly. This walk thru was extremely thorough. Anything on the contrary is simply false.Our customer did call us after getting his trailer home and informed us of a few missing parts. They consisted of a sink plug, inserts for the feet of the dinette, and 1 missing dinette skirt and power cord. The parts were an oversight and as soon as the parts arrived they were sent promptly. As for the warranty work, the ramp door. We found Tom's RV to provide an estimate on the warranty work to be done. Tom's provided an estimate but much of the estimate was for personal preference items they were NOT warranty items. Tom's can attest to this after dealing with this customer. We submitted the estimate to the manufacturer and they approved the work, which in their estimation, with the remedy they recommended would take 3 hours. The manufacturer and Tom's RV have agreed on a suitable option to fix the warranty items. This solution in no way is considered substandard and is exactly how the manufacturer would fix the problem if the RV was brought back to them. We have worked diligently with the RV repair center to get this work done, however, the client continues to deny the work the manufacturer has approved. The last thing we would want would be substandard work done on one of our RV's as this would just cause additional warranty claims to be filed.