Sundowner of Aiken
Aiken,#2REBUTTAL 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,#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