after returning with the coach following service at featherlite coach in sanford florida and many phone calls i wrote and delivered this letter to the customer service rep and the shop manager.
David – I have not been able to get a response from you. i didn’t hear from you Friday after you said you would get back to me. I have been calling you and never getting calls back. It’s your work that needs repaired and I have paid my bill so I should not have to call you every day trying to get the problems solved. I should not be engaged in troubleshooting the coach and photographing the wiring you did (and which is completely un-labeled). I went into the coach yesterday and it stunk, just like when I arrived at your shop to take delivery. The battery monitor does not work, as you know because I told you. It is clear that at best the work was done badly and never checked, at worst expensive new parts were installed unnecessarily and incorrectly without addressing an underlying fault and are now being damaged. The first and most important repair contracted was the electrical system. It had baked the battery bank. That was the reason I came to the Featherlite factory. It still isn’t working and I am concerned that the very expensive bank of new batteries you sold me has now been damaged. Nobody even did so much as to look at the display of the battery monitor system you sold me to see what it read. If they had they would have seen the lack of any display on two of the six parameters. I very much doubt anyone took the coach for a test drive to check it out. Nobody completed the repair of the drivers seat or even sat in it and checked the controls that I paid to have repaired. Nobody looked to see if the waste line you cut had been capped until I complained of the smell in the coach and in the plumbing bay. It hadn’t been capped and now it smells like some other gaps were left in the plumbing, and/or the vents are mis-aligned, and/or the batteries are cooking. Nobody tested the freeze monitor. In fact the freeze monitor didn’t work. I found the lead clumsily tied up and disconnected in the plumbing bay, something I would never have known if I hadn’t tracked it down myself. The damage that would have been caused in a freeze might have been more than the coach is worth.
I waited a long time for the work and paid my bills. I may not be as wealthy as some of your other clients but I deserve a completed job. I was patient with the many delays but the work was never completed. $50k may not mean too much in your business but it meant something to me. I spent money on the work and a lot of time going back and forth to your shop only to find that none of the systems installed were working. After a months notice of my arrival I had to stay in hotels for a week because of faulty and incomplete work. You had the coach for the entire winter. I have since spent a part of each day on the phone with you and the employees you handed me off to trying diagnose the problems from 1200 miles away. I am not qualified to diagnose the coach or I wouldn’t have contracted your company to do the work. My business has been delayed months with no end in sight. The delays in my business are costing me and creating financial damages as well as delaying the other work that needs to be done on and in the coach. The coach stinks inside and I can’t tell if it is your plumbing or electrical work or something else I don’t have the knowledge or experience to diagnose. The charging system does not work and the monitoring system also doesn’t work. The coach smells alternately and intermittently of sewage and sulphur. The other work you did was the removal of couches. A simple job, but the four expensive leather cushions that I explicitly asked you to be careful with were either lost or stolen. I was compensated for two. Now I’m writing you because this has gone beyond understandable. I should be getting calls from you explaining how you are going to make this right, not calling and calling being handed off. I want to speak to the owner and I want this coach repaired properly and quickly and without further cost to me.