Double Dutch RV Storage

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ Contact Name and Title: Jack B [redacted] Contact Phone: [redacted] Contact Email: [redacted] has been a customer of ours for several years and we had winterized her RV in the past without any problems [redacted] [redacted] First of all, it needs to be understood that we are talking about a winterizing request that dates to winter of The weather, to date of complaint, has not been cold enough to cause the kind of damage she is mentioning [redacted] Second of all, when she requested winterizing in 2014, it was at a late date when we had already had several nights of significant freezingWe told her at the time that she was probably too late and that damage might have already occurredShe acknowledged that and asked none the less to do the best we couldWe do not have an indoor facility available to let RV's thaw which means that when lines have frozen plugs of ice in them, I can not pump anti freeze into the lines as no displacement can occurI took several things apart and tried to do the best I could and charged her for the work doneAs the lines were frozen, there was also no way to assess the damage that might have happened already As explained before, there was little we could do under the circumstances and any anti freeze would have leaked out through areas that were broken so it is logical that there is no trace of anti freeze We did inform her of the situation after and told her that she should be prepared to deal with the consequences of her late requestEmail is attached as confirmation [redacted] I would like to personally have the opportunity to examine the extensive damage she claims before it gets fixed because I believe I can find proof of our position on this issue [redacted] Communication records and email attached

My name is JackI am the person responsible for the work performed in the pastSylvia went over and above in trying to make this lady happyHer request for extreme detail are over the top and no RV service center would ever provide thatWe are not a regular RV service center but provide RV storage onlyHowever, if customers request repair services, I occasionally do repairs and perform service to their RVWe do not stock parts so when repairs require parts, I have to buy them at retail price and we also charge mileageA service bill is simple (like any other shop or service center)It states work done (in broad strokes), labour, parts and in this case mileage.No shop provides a detailed account on kilometers driven, where and whenNo details are given on all the specific parts including receipts and this customer is not questioning the hours.In short, her request for extreme detail and break down is unreasonableSylvia made the mistake of trying to please her and answer all her questions when all she should have done is explain that no service center (including us) will provide such detailI was the one that did the work and told Sylvia what to charge this customerHer lack of knowledge on the details is because I did not provide the details to Sylvia.The bottom line is thisExcellent quality service was provided as requestedThis customer was satisfied with the service provided and paid the bill in full [redacted] We consider this matter closed and no further requests for information will be answered

Initial Business Response /* (1000, 5, 2015/08/28) */
Mrs.*** is correct in all she claims except she leaves out one very important point that allowed us to deposit this cheque (which she will not get refunded)Indeed, she stored the trailer starting September 15, but according to our
records, she reserved the spot for storage weeks priorThe rent charge started at that date, not from the date she stored as we kept the spot vacant for herShe decided not to store until Sept which is her choice but she still owes as of weeks priorYes we talked about the first of the month but she should actually consider August 23, as the start of her storage (date of reservation)She chose to make the first cheque out for September which was actually due on August We did not mind, as we are easy going and were receiving monthly paymentsThe 15th is within the month's payment periodIt was our mistake not to inform her that the first (and subsequent) cheque should have been written for the 23rd of August
We are a very good company, providing RV storage services to over satisfied customers over the years we have been in business
We find it sad that this misunderstanding has to be addressed in this way and hope that upon reflection, she realizes her mistake
Initial Consumer Rebuttal /* (3000, 8, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statements provided above are falseThe agreement was for the storage to start on OctThe fact that the space was vacant prior to that does not make it my responsibility to pay for it regardless of when we spoke, which in fact was during the week prior to our bringing the trailer out*** Plus, we paid $towards your security system which we will never get back, and for which you will probably charge the next person for as well
According to your statement above, you would owe me at least half a months storageI would like to start by getting that back, and the two remaining cheques in your possession
***

Initial Business Response /* (1000, 5, 2015/10/23) */
Contact Name and Title: Jack B[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
[redacted] has been a customer of ours for several years and we had winterized her RV in the past without any...

problems[redacted]. [redacted]
First of all, it needs to be understood that we are talking about a winterizing request that dates to winter of 2014. The weather, to date of complaint, has not been cold enough to cause the kind of damage she is mentioning. [redacted]
Second of all, when she requested winterizing in 2014, it was at a late date when we had already had several nights of significant freezing. We told her at the time that she was probably too late and that damage might have already occurred. She acknowledged that and asked none the less to do the best we could. We do not have an indoor facility available to let RV's thaw which means that when lines have frozen plugs of ice in them, I can not pump anti freeze into the lines as no displacement can occur. I took several things apart and tried to do the best I could and charged her for the work done. As the lines were frozen, there was also no way to assess the damage that might have happened already.
As explained before, there was little we could do under the circumstances and any anti freeze would have leaked out through areas that were broken so it is logical that there is no trace of anti freeze
We did inform her of the situation after and told her that she should be prepared to deal with the consequences of her late request. Email is attached as confirmation.
[redacted]
I would like to personally have the opportunity to examine the extensive damage she claims before it gets fixed because I believe I can find proof of our position on this issue.
[redacted]
Communication records and email attached.

My name is Jack. I am the person responsible for the work performed in the past. Sylvia went over and above in trying to make this lady happy. Her request for extreme detail are over the top and no RV service center would ever provide that. We are not a regular RV service center but provide RV...

storage only. However, if customers request repair services, I occasionally do repairs and perform service to their RV. We do not stock parts so when repairs require parts, I have to buy them at retail price and we also charge mileage. A service bill is simple (like any other shop or service center). It states work done (in broad strokes), labour, parts and in this case mileage.No shop provides a detailed account on kilometers driven, where and when. No details are given on all the specific parts including receipts and this customer is not questioning the hours.In short, her request for extreme detail and break down is unreasonable. Sylvia made the mistake of trying to please her and answer all her questions when all she should have done is explain that no service center (including us) will provide such detail. I was the one that did the work and told Sylvia what to charge this customer. Her lack of knowledge on the details is because I did not provide the details to Sylvia.The bottom line is this. Excellent quality service was provided as requested. This customer was satisfied with the service provided and paid the bill in full. [redacted] We consider this matter closed and no further requests for information will be answered.

Complaint: [redacted]
I am rejecting this response because:1) cost/km - I do not see this as either unreasonable or extreme as this should be a standard charge for all your customers. 2) Why is asking if all your customers are charged $130/hr unreasonable. This is a top hourly charge for any service center and even higher than some3) why did you not answer my question as to how much I was charged/per month for storage. Certainly not an unreasonable or extreme detail question.[redacted]    
Sincerely,
[redacted]