Wyoming Marine & RV

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***, Good morning! This is a response regarding the complaint letter we received on March 14, ID
# ***. This unit was purchased on 9-2-The unit was brought in for repair on 11-9-The chief complaints were the brakes, converter, and torn carpeting There was also a broken piece of trim by the stove slide, a broken piece of trim by the fifth wheel hitch, and an external piece of trim by the bedroom that needed to be addressed We advised customer that we were in the middle of winterizing boats and campers, and asked if it would be okay to fix these things after thatHe agreed Sometime in late November, we tested the brakes and converter, and found them to be in working order and we started to order the parts needed for the trim, and provided *** *** with an estimate for the carpet repair*** ***’s parts program does not show the correct parts via photo, just various possible parts numbers, which *** *** admits toThey obviously have a parts issueOur parts person, started keeping track of e-mail conversations with *** *** to get the correct parts shipped to usWe finally received authorization to fix the carpet issue on 1-25-We had the carpet repaired immediately, and paid the repair person ourselvesWe have never received payment for the carpet repair from *** ***We still continued to pursue the trim board needed to make the repair by the stove*** *** would not send it to us because they had our account on some kind of an unwarranted hold They don’t even know whyWe do not owe them moneyIn fact, they owe us warranty repair fundsAfter getting that resolved, we were assured we would receive the necessary parts asap Again, they dropped the ball, and didn’t ship themThey told us they were on their shipping dockWe later found that to be falseWe were assured again, that the parts would be expedited, which took working days to doWe received the part on 3-18-We are currently re-visiting all the issues, and we have found that the brakes work off of our shop truck, the battery charges by the shop truck, or The trim pieces are being installed, the carpet has been repairedWe totally understand this customer’s frustration and anger, however, we feel that his anger is directed to the wrong peopleWe have over e-mails, numerous phone calls, and excessive time and effort involved with this projectWe feel that we have done our level best to resolve this for the customerIf *** *** would have held up their end of this warranty claim, this would have all been resolved in December, as projected. Anita W***Wyoming MarineConestoga DriveGillette, WY 82718***

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[redacted], Good morning! This is a response regarding the complaint letter we received on...

March 14, 2016. ID # [redacted]. This unit was purchased on 9-2-2015. The unit was brought in for repair on 11-9-2015. The chief complaints were the brakes, converter, and torn carpeting.  There was also a broken piece of trim by the stove slide, a broken piece of trim by the fifth wheel hitch, and an external piece of trim by the bedroom that needed to be addressed.  We advised customer that we were in the middle of winterizing boats and campers, and asked if it would be okay to fix these things after that. He agreed.  Sometime in late November, we tested the brakes and converter, and found them to be in working order and we started to order the parts needed for the trim, and provided [redacted] with an estimate for the carpet repair. [redacted]’s parts program does not show the correct parts via photo, just various possible parts numbers, which [redacted] admits to. They obviously have a parts issue. Our parts person, started keeping track of e-mail conversations with [redacted] to get the correct parts shipped to us. We finally received authorization to fix the carpet issue on 1-25-2016. We had the carpet repaired immediately, and paid the repair person ourselves. We have never received payment for the carpet repair from [redacted]. We still continued to pursue the trim board needed to make the repair by the stove. [redacted] would not send it to us because they had our account on some kind of an unwarranted hold.  They don’t even know why. We do not owe them money. In fact, they owe us warranty repair funds. After getting that resolved, we were assured we would receive the necessary parts asap.  Again, they dropped the ball, and didn’t ship them. They told us they were on their shipping dock. We later found that to be false. We were assured again, that the parts would be expedited, which took 8 working days to do. We received the part on 3-18-2016. We are currently re-visiting all the issues, and we have found that the brakes work off of our shop truck, the battery charges by the shop truck, or 110. The trim pieces are being installed, the carpet has been repaired. We totally understand this customer’s frustration and anger, however, we feel that his anger is directed to the wrong people. We have over 15 e-mails, numerous phone calls, and excessive time and effort involved with this project. We feel that we have done our level best to resolve this for the customer. If [redacted] would have held up their end of this warranty claim, this would have all been resolved in December, as projected. Anita W[redacted]Wyoming Marine3100 Conestoga DriveGillette, WY 82718[redacted]