Business ProfileforWindish RV Center Inc

-The unit in question had a small scratch and dime size dent in a rear molding. Upon our pre delivery inspection this was noted and the parts where ordered. Unfortunately, the information was not relayed from service to sales to notify the customer.  The customer came back to have service items addressed and was told that we had the parts for this issue and replaced them. The damage was so minor that it had not been noted by the customer at any point until the service advisor let them know we had noted it and had the oem parts to repair back to new condition.

-(statement of refused to fix issues that almost cost us our lives)Approximately 2-4 weeks from purchase our sales Manager got a call from ***************************** on a Saturday when service was closed stating he had an issue where the brakes locked up on the way home from a trip while driving. Our sales manager immediately communicated to the service staff that he was approving to get parts coming to take care of the customer prior to inspection or warranty authorization as there was an incident that happened where the brakes locked up and unsecured items went flying in the toy hauler area. Chair and linoleum were noted as damaged, but there was no mention to us at that time about a break away cable causing this incident. Once we received all the parts, we got the customer set up for a service appointment to have the items noted addressed. The customer came in and the items that were noted on the work order where addressed and this is when we learned about the claim of the brake away cable falling out. We inspected the emergency brake away cable that the customer initially stated just fell out. The first account we heard was that the breakaway cable was barely inserted into the brake away and that it just fell out. The story then changed to the cable loop end of the emergency brake away cable was pushed in to the slot. Basic understanding of an emergency trailer brake away cable will confirm that the customers account and statements of this incident where inaccurate and cannot be true.  If it where even to be possible for the cable to be partially inserted and still operational this issue would have occurred on the drive home from purchase or drive to campsite. Regardless Windish Rv took care of getting these items resolved.

While in for service we noted that the roof was damaged. We asked the customer if they would like to have repaired and file an insurance claim. The answer was yes. We started the prosses in working with the customers insurance company while completing the customers other lists of concerns. The customers insurance company did not want to pay our shops labor rate so he will be responsible for the additional $2,200 dollars the insurance company did not want to pay. As soon as I told him that he then stated he should not be responsible for that amount because this incident occurred due the break away cable falling out and him having to do an emergency pull over under some trees. This was never mentioned or brought up in any form when we first discussed the roof damage.  I worked with ***** on this. I agreed to split the cost difference, patch his roof for free so he could use the unit, and not charge him any deposit for ordering parts for the unit. ***** agreed to this and we set a date in October to do roof repairs.

We completed all repairs listed on the work order and ordered parts for the insurance work. The customer picked up. The first time the customer went into his trailer once he got it home he sent an email stating we did not repair everything. We repaired everything on the work order but there were some items that didnt make it on his work order. So I replied to him that even though these items were not listed we would ***** and address when he returned for the roof job.
These where the items and what we stated we would do:
Cabinet door handle- is the handle broken? I can get one on order if so.
Sink chip will ***** and can repair when you come in for roof job.
Scuff- should be able to remove marks on wall. Will ***** when doing roof replacement.
3 seasons door- can be adjusted when you bring unit back for roof replacement
Tank valve handle- If I give you a new handle do you believe you could still open in close the valve until end of season or is it bad enough where it will not operate?
I sent him parts for the tank handle at no charge to him.
***** appointment came up and he did not show. From that point we made a total of 7 phone calls, left messages, multiple text messages and emails to both known numbers. We even called the insurance company to confirm they still had the trailer and policy.After not hearing back from the customers we assumed that they did not want to have the work performed. We sent emails and text and voicemails letting the customer know if we did not hear back by a certain date we would return the parts we could, charge insurance for the parts we could not, and return the funds received for the insurance work back to the insurance company. It was not until April 24th that I received a call back from the Archuletas asking to schedule a appointment to come back in as they had an ac issue that they now stated had been a problem since day 1.  I told them I would be willing to look at their Ac and that they are now out of manufacture warranty.As they did not note Ac issues with us at any point withing that time they would have to go through the extended warranty that they had purchased. I explained to them that I had not heard anything back so we would not be doing the roof. That's when I was met with hostility and decided that it would be best to not continue the business relationship with the Archuletas. I explained that their extended warranty policy was valid at any reputable rv repair shop. Since then, there has been no attempt from the customer to speak/ contact ****************** **. None of the concerns with the Rv that were listed on our repair order ever prevented the customer from using the Rv. ****************** ** attempted to resolve all issues with the ** until the customer became hostile.

This is from my Service Manager who worked directly with the customer. His name is ***************************.