Tri City RV

"The following information is in regards to a written complaint pertaining to rendered services by Tri City RV. Early in the week of 8-13-12, we received a phone call from the Customer inquiring on pricing for a fifth wheel hitch installation. She questioned the verbal quote of $192.00 + parts, because she said she had seen an ad on Craigslist and said the ad read a $60.00 install. My customer service rep explained to her that the price she was seeing in the ad was on a travel trailer hitch install. The Customer seemed quite disappointed and demanded that a manager call her back. Per her request, Jon the service manager called the Customer back, confirmed the same information about the ad, quoted her a price of $648.18 out the door, and asked her if she was still interested in having the work done. Jon wrote the quote on the scheduling calendar when the Customer verbally accepted the price quoted and scheduled her appointment for 9:00am on Friday, 8-17-12. On the morning of Friday, 8-17-12, the Customer called because she was running late for her 9:00am appointment. When she arrived we accommodated her by driving her to the local shopping center while we performed her service work, which was to take approximately 3 hours. When the service was completed she was notified her vehicle was all set to go. When the Customer arrived to pick up her vehicle, she was given her total of $648.18 and immediately questioned the price. She stated she only had $600.00 cash. I asked her if she wanted to pay the balance with a credit card, and she said that was the only money that she had. She then asked to speak with the guy she talked to on the phone, which was Jon, to discuss the bill further. When Jon came to the counter, he confirmed with her that he had repeated the price over the phone at least 2 times before even scheduling the appointment. In front of a number of other customers and staff, the Customer then began to raise her voice stating we were trying to charge her more than quoted. Jon tried to reassure her that wasn’t true, but she continued to argue with him. After several minutes back and forth with the Customer, Jon suggested that if she didn’t have enough money then he would go ahead and remove the hitch. She handed him the keys so he proceeded outside to move her vehicle back in the garage. Within a few minutes the Customer had made a phone call to a family member to pay for the balance of the bill. After receiving the full payment of $648.18, I apologized for any misunderstandings but she was still upset. She walked out and slammed the door behind her. After sitting in her vehicle for several minutes, Jon went out to her vehicle and showed her exactly how to operate the new hitch and shook her hand. This complaint does come to us as a surprise because she acted like everything was fine when she left. The Customer has to know that she received an exceptionally good deal. It is unfortunate she has hard feelings towards our business. If there are any further questions pertaining to this ordeal, please don’t hesitate to call us @ 989-684-3123."