Sundowner Of Aiken - Rick Poor repair work and did NOT complete all work as promised, but charged for it. Aiken South Carolina
After talking with Rick on the phone, I assumed he sounded like a reasonable business man and would do repairs to my Sundowner 777 series horse trailer. (The trailer had less than 5000 miles and only a couple years old). Repairs described and I wrote down for him included, replacing fender on road side, re-adjusting loading lights to match, repair seals in windows (in dressing room and trailer section), check back doors for leaks (some how water getting in back of trailer), check all lights, fix head divider in horse part of trailer. I was told would take about two weeks. It really took a month. After several calls (all of which were not returned, you have to keep calling and hopefully get him on the phone by blocking your number) my trailer was ready. I told him I would be there that Saturday to get my trailer, but he said I could not because he had a horse show to go to. I then scheduled for the following Friday (almost two weeks notice) and he agreed that would be fine for me to get anytime that day. I told him it would be around lunch time when I got there. He said ok.
I showed up that Friday, to no one at the shop for Sundowner. Another man that was in the office called his number (after her did not answer my call) and then put him on hold and gave me the phone. I said, "Hi, this is... and we agreed I could get my trailer today". He said he was at a horse show with his wife and could not come up to the shop. I told him I was not driving three hours back home to come back another day, etc. He told me I could take my trailer and he would send me the bill. It took another month for him to get me the bill, appears he lost my home address. Even the man that knows him well told me that day that he does not know how he stays in business and he does a very poor job at it. Needless to say, I did finally get the bill and it included labor for numerous things that were never completed. I asked to have the trailer cleaned as well, but he told me he did not have time for it and did not do it. At least I was not charged for that. But I was charged labor for adjusting loading lights, fixing windows seals, adjusting head divider, etc. which were all never touched and I have the pictures to prove it. The two things that were done, new fender and new brake away cable were done poorly. The finder was just attached, the lights around it were not insulated back or anything. The new cable is about six foot long!! How am I suppose to use that??? The welding work was only half done and very poor looking. I will not ever do business with Rick or Sundowner of Aiken again. He has no intentions of fixing this situation or making it better. He is very unprofessional and rude and I will drive a few extra hours and go to Covington Ga next time I need a trailer worked on.
Jm
Moncks Corner, South Carolina
U.S.A.
2 Updates & Rebuttals
Sundowner of Aiken
Aiken,South Carolina,
USA
Report Dispute
#3REBUTTAL Individual responds
Wed, September 30, 2009
I would like to say that Sundowner of Aiken stands behind and warranties its work. JM's trailer was repaired on time and under budget. There is a lot of incorrect information within this complaint. If anyone reading this would like a list of references I will happily provide them.
1.) JM had no complaints when she picked the trailer up, when I spoke to her on the phone, nor when I called her for payment.
2.) The load lights and head divider are items on horse trailers that will need to be adjusted from time to time, the load lights in particular are often knocked out of adjustment by low limbs. I adjusted the load light and head divider which I did not charge her for; because it took less than 30 seconds to do. The load lights are on a swivel base that to adjust all you do is turn the light, no tools required, in the direction you want it to shine. The latch on the head divider is an aluminum bar that needed to be bent out a little to stay in the cradle. If you move the head divider you may need to bend the bar back out if it does not seat properly in the cradle which was explained to her when she dropped off the trailer.
3.) There was no mention of back doors leaking on her hand written repair request. I will gladly have a look at the doors.
4.) She asked me to remove some of the sealant from her dress room window which was done. If there is anything else that needs to be addressed I will happily have a look at it.
5.) All lights were checked and 2 clearance lights were repaired. The switch on the porch light was replaced, all at no charge.
6.) The trailer was dropped off and I was told she did not need the trailer any time soon because she would be out of town on assignment for a long period of time. The trailer was completed within the time frame she agreed to.
7.) Due to the nature of my business I am required to do a lot of traveling and deal with many people on a daily basis. I simply cannot answer every single call as it comes in. If you need to speak to me directly, and you don't get me you have to leave a message or e-mail me so I will know to get in touch with you. Most calls are returned within 24 hours. Most people understand.
8.) Lunch time is 12:00PM not 3:00PM. As I told you on the phone, I was helping my wife unload a horse at a show 3 miles away and I would be back shortly.
9.) The bill did not list clearance lights and porch light repairs that were made. The listed items, adjusting the head divider and adjusting the load light did not incur a charge. All work was completed for less than the customer was quoted just for the fender repair.
10.) The fender was replaced to meet or exceed factory specs. No welding was performed nor required to replace the bolt on fender. If there is a problem with the fender installation or quality of workmanship again I stand behind my work and I will happily make it right.
11.) Most people use a snap hook to loop the cable to the tow vehicle and hook it to itself. If you do not to do that we will happily adjust the length to fit your tow vehicle.
12.) I told you the detail shop was on a 4 week waiting list, and that you could run it thru a truck wash on your way back home you said for me not to worry about cleaning it.
13.) I will be happy to make any and all repairs even the ones you did not mention when you dropped off the trailer. I stand by my work 100%.
Rick
Sundowner of Aiken
Sundowner of Aiken
Aiken,South Carolina,
USA
Report Dispute
#3REBUTTAL Individual responds
Wed, September 30, 2009
I would like to say that Sundowner of Aiken stands behind and warranties its work. JM's trailer was repaired on time and under budget. There is a lot of incorrect information within this complaint. If anyone reading this would like a list of references across the country I will happily provide them.
1.) JM had no complaints when she picked the trailer up, when I spoke to her on the phone, nor when I called her for payment.
2.) The load lights and head divider are items on horse trailers that will need to be adjusted from time to time, the load lights in particular are often knocked out of adjustment by low limbs. I adjusted the load light and head divider which I did not charge her for; because it took less than 30 seconds to do. The load lights are on a swivel base that to adjust all you do is turn the light, no tools required, in the direction you want it to shine. The latch on the head divider is an aluminum bar that needed to be bent out a little to stay in the cradle. If you move the head divider you may need to bend the bar back out if it does not seat properly in the cradle which was explained to her when she dropped off the trailer.
3.) There was no mention of back doors leaking on her hand written repair request. I will gladly have a look at the doors.
4.) She asked me to remove some of the sealant from her dress room window which was done. If there is anything else that needs to be addressed I will happily have a look at it.
5.) All lights were checked and 2 clearance lights were repaired. The switch on the porch light was replaced, all at no charge.
6.) The trailer was dropped off and I was told she did not need the trailer any time soon because she would be out of town on assignment for a long period of time. The trailer was completed within the time frame she agreed to.
7.) Due to the nature of my business I am required to do a lot of traveling and deal with many people on a daily basis. I simply cannot answer every single call as it comes in. If you need to speak to me directly, and you don't get me you have to leave a message or e-mail me so I will know to get in touch with you. Most calls are returned within 24 hours. Most people understand.
8.) Lunch time is 12:00PM not 3:00PM. As I told you on the phone, I was helping my wife unload a horse at a show 3 miles away and I would be back shortly.
9.) The bill did not list clearance lights and porch light repairs that were made. The listed items, adjusting the head divider and adjusting the load light did not incur a charge. All work was completed for less than the customer was quoted just for the fender repair.
10.) The fender was replaced to meet or exceed factory specs. No welding was performed nor required to replace the bolt on fender. If there is a problem with the fender installation or quality of workmanship again I stand behind my work and I will happily make it right.
11.) Most people use a snap hook to loop the cable to the tow vehicle and hook it to itself. If you do not to do that we will happily adjust the length to fit your tow vehicle.
12.) I told you the detail shop was on a 4 week waiting list, and that you could run it thru a truck wash on your way back home you said for me not to worry about cleaning it.
13.) I will be happy to make any and all repairs even the ones you did not mention when you dropped off the trailer. I stand by my work 100%.
Rick
Sundowner of Aiken