Hello. Has anyone had issues with warranty work denied when found on initial walk-through?
Short story...
Rough patches on countertops found (videoed) on walk-through. Dealer says warranty will replace. Covid-19 hits. Dealer goes out of business. GD wont cover countertops.
Full Story...
We bought our 2020 Reflection 312BHTS at the end of February. Took delivery on March 12th. We did do some video taping of spots throughout the walk-through. In the walk-through it was noticed that on the island countertop and the front cross counter top there was a spot that the finish had been taken off. Almost like someone used a harsh chemical to clean something off of it. Run your hand along it and the top is smooth until you hit those spots and definitely rough. Service man was brought in and decided to just write it up, since new, to get new countertops. We take it home and wait for call for service call to make an appointment and also add to the list things found after taking it home. A week goes by and our State ,Oregon, starts the Covid-19 shutdown. Our dealer was in Salem, 60 miles, so it had a high case rate and extended "closed" period. Tried calling several times but only got full voice mailboxes. Finally, end of May I check website and it says dealer open. Salem area is below Covid numbers and set to "re-open" so I plan to go on my day off to find out what the heck is going on. Check the address on day off only to see the dealer is now "Permanately Closed" Went to another dealer and they said that they would handle Warranty issues and that they had just heard that day as well that the Dealer had closed business and were actually trying to get ahold of their GD stock. I go home and bring trailer to them since they had an opening later that week and start a list of issues. I get a call a couple weeks later that GD will not cover the counter tops. They would not cover what a dealer promised because it wasn't on the dealer write up when the dealer took delivery. I was given a GD service number to call and they explained the 30 period where a dealer has to write things up like that to be replaced etc... I explained the dealer is now closed because of the Covid-19 issue. I told them we have a video of the walkthrough showing the problem with the countertops. We were told that they couldn't cover a dealer promise and basically we were out of luck. The main reason we picked GD was because we heard so much how well they back the customer and help even with "issues" outside the norm. We love the trailer. Just feeling very "lost" and hung out. Very frustrating because the problem was found on initial walk-through, on video, and through no fault of its own, Dealer has to close doors. Does anybody have ideas on who next to contact?
Short story...
Rough patches on countertops found (videoed) on walk-through. Dealer says warranty will replace. Covid-19 hits. Dealer goes out of business. GD wont cover countertops.
Full Story...
We bought our 2020 Reflection 312BHTS at the end of February. Took delivery on March 12th. We did do some video taping of spots throughout the walk-through. In the walk-through it was noticed that on the island countertop and the front cross counter top there was a spot that the finish had been taken off. Almost like someone used a harsh chemical to clean something off of it. Run your hand along it and the top is smooth until you hit those spots and definitely rough. Service man was brought in and decided to just write it up, since new, to get new countertops. We take it home and wait for call for service call to make an appointment and also add to the list things found after taking it home. A week goes by and our State ,Oregon, starts the Covid-19 shutdown. Our dealer was in Salem, 60 miles, so it had a high case rate and extended "closed" period. Tried calling several times but only got full voice mailboxes. Finally, end of May I check website and it says dealer open. Salem area is below Covid numbers and set to "re-open" so I plan to go on my day off to find out what the heck is going on. Check the address on day off only to see the dealer is now "Permanately Closed" Went to another dealer and they said that they would handle Warranty issues and that they had just heard that day as well that the Dealer had closed business and were actually trying to get ahold of their GD stock. I go home and bring trailer to them since they had an opening later that week and start a list of issues. I get a call a couple weeks later that GD will not cover the counter tops. They would not cover what a dealer promised because it wasn't on the dealer write up when the dealer took delivery. I was given a GD service number to call and they explained the 30 period where a dealer has to write things up like that to be replaced etc... I explained the dealer is now closed because of the Covid-19 issue. I told them we have a video of the walkthrough showing the problem with the countertops. We were told that they couldn't cover a dealer promise and basically we were out of luck. The main reason we picked GD was because we heard so much how well they back the customer and help even with "issues" outside the norm. We love the trailer. Just feeling very "lost" and hung out. Very frustrating because the problem was found on initial walk-through, on video, and through no fault of its own, Dealer has to close doors. Does anybody have ideas on who next to contact?
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