Complaints

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We took our camper to Triad RV because one side was not raising properly. When we returned home with the camper the side raised slightly, but not enough to properly allow the camper to be secure nor allow the door to close. We immediately called this company to let them know. They told us to place wood on the outside of each corner and strap it with bungee straps, which we did. When we returned home from the camping trip and went to raise the camper for clean out, one side would not go up again. We immediately called and Triad RV told us to bring it back (we would, however, be put back at the bottom of the line since they were backed up). Today we received a message that said a cable is broken and it will be at least $1800 additional dollars to fix the problem. I spoke to the owner of the company, who said they “fixed what it was brought in for,” and “they weren’t told the side didn’t go up high enough.” But it did not go up high enough AFTER we took it to them for that very repair, and paid for it. I simply asked for the return of the LABOR for ONLY the first repair completed on the canopy. Not anything additional. We would pay parts for that portion of the original problem. Their repair did not result in a proper resolution to our first issue, and now we are going to be out even more money. We believe that asking them to simply return the labor portion, not the parts or anything additional, or that first repair is not asking more than should be required for a business that values both its reputation and superb service to their customers.

  

  Business response

  02/07/2023

  This unit was brought to us with a complaint originally that the roof would only raise on one side of the trailer. The technicians diagnosed the problem to be a broken eyelet at the end of a 47 year old cable system. All of the eyelets were replaced, the roof raised properly on both sides as it should, and the camper was returned repaired. At no point in time during the initial drop off or assessment were we ever told the door would not sit correctly in the track or that the roof needed to be adjusted. The complaint was simply that the roof would only raise on one side, so the repairs that took place reflected such. The original invoices date was 10/5/22.
  

  After calling us and telling us there was a problem, the customer was informed to bring it back and that we would see what could be done to correct the problem but they were warned that this was a 47 year old camper and that adjustments may be minimal. The customer chose to continue to use the camper and did not return with it until 1/2/23, nearly 3 months after the initial repair. Our technicians diagnosed the issue as quickly as they could with the work load they had, and the customer was contacted promptly on 2/7/23 with the findings. The roof will not raise because one of the 47 year old cables has snapped. This is not something our company had anything to do with nor is this a result of any of our repairs. 
  

  Attached to this response is a picture of the eyelets we replaced along with a picture of the cable that was snapped and brought back to us. Our company will not refund money for labor on items or damages caused out of our control and outside of the scope of our repair. 

  Customer response

  02/08/2023

   I am rejecting this response because:
  
  The request made by us had absolutely nothing to do with the new problem diagnosed by the company.  The statement that the roof raised properly after the initial fix is completely inaccurate.  The roof did not raise high enough to allow the camper to properly be used.  The statement that this was never told to the company is ludicrous, since we could have never known it was a problem until we actually raised the camper again after their repairs.  The company never even checked the camper to ensure it would raise to the correct height before releasing it back to us.  We would expect that the company, who specializes in this type of repairs, to check the product before returning it back to the customer.  All we asked for was a break in the price for the $1800 repair, which we would have allowed this company to do, since we had already paid that labor and got back home without a working camper.  I SPECIFICALLY told the owner in my phone call on February 7 that we DID NOT BELIEVE they broke the cable.  We were simply asking for a price break due to the initial problem not being corrected with a properly working product.  In reviewing the receipt for the initial repair, that amount would have only been approximately $200.  This would have been a drop in the bucket in a bill that would have likely been over $2000 if they had continued with this new repair.  Instead, the owner continued to say it was not their problem.  

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