RV action line

Since running a story in this column (November 1998) on Custom Cover Company and its representative, Jan Lopez, we have received a profusion of letters from readers who likewise experienced difficulties with this outfit. In brief, Custom Cover, which retails vehicle covers at RV shows and from its office in Woodland Hills, California, received a landslide of complaints from customers for lack of timely delivery.

Following is a representative example of the letters we received since the original alert was printed.

In your November 1998 column, entitled `Cover Controversy, you really hit home. I, too, was a victim of Ms. Jan Lopez, who owns Custom Cover.

On April 13, 1998, I personally drove to Custom Cover's office to place my order. I even provided the company with my old cover so it would have the proper measurements for the new one.

Additionally, I ordered extras for the replacement cover such as special padding. I made a 60-percent cash deposit of $353.72 and was assured my cover would be delivered in four to six weeks.

After six weeks had passed, I called Jan to find out where my cover was. She advised me that the manufacturer (Covercraft Industries) was three months behind infilling her orders. called many times after that and was told repeatedly my cover would arrive in seven to ten days. Nothing happened, but Lopez did have my credit card charged for the $267.28 balance owed on the undelivered cover

When my coverfinally arrived 5 1/2 months later it was not only too small, but the entrance door cutout was 53 inches off alignment. Besides that, none of the extras I had ordered had been included. Fortunately, there was a packing slip included from Covercraft, the manufacturer.

I called the company and was helped by a very cooperative and understanding representative. Not only did she arrange for a UPS pick up of the wrong cover (at Covercraft's expense), she also had the correct cover shipped to me within seven business days.

The new cover is perfect in every way, and I cannot thank the people at Covercraft enough. The quality of its covers is simply awesome.

The reason I am writing is that I want everyone to know the manufacturer is the good guy in this situation. Jan Lopez has discredited this fine, 33-year-old company with her self-serving motives and inability to manage her own company's financial matters. She has used the money of trusting people like me to keep her afloat. What was Lopez doing with my payment during the months I was waiting for my order to be filled?

I now believe that Custom Cover took advantage of me and many other people in the worst way. Luckily however, Iam now a happy camper, thanks to Covercraft Industries.

TEMPLE CITY CALIFORNIA

After the original story broke regarding Custom Cover's problems, "RV Action Line" also received a letter from Covercraft Industries to set the record straight. We wish to apologize to Covercraft for unwittingly printing questionable assertions made against it by Jan Lopez.

With all the correspondence addressed to "RV Action Line," we accept the information that is provided as correct unless blatantly untrue or subsequently proven otherwise. The following is Covercraft's letter to explain its side of the story.

We are very proud of our 33-year reputation for quality and service and would like to respond to your November 1998 column. We ask that you publish this response.

Covercraft Industries is the world's largest manufacturer of custom car, truck and RV covers and supplies many mail-order and retail suppliers ON TIME. Because Custom Cover's payment record with us was so bad, we were forced to demand payment from them in advance before their orders were filled. Due to this, waiting for them to pay delayed their shipments substantially.

For some time now, we have attempted without success to contact Custom Cover However their fax and telephone numbers are no longer in service. We are sorry that some of your readers have had problems. If you will provide us with copies of their letters, we would like to contact them in order to help where we can.

ROBERTS. LICHTMANN

CHAIRMAN

COVERCRAFT INDUSTRIES

WEST HILLS, CALIFORNIA

YOU REPLACED WHAT?

Charged for work he did not authorize, a reader contacted "RV Action Line" for help in getting things straightened out.

I took my Award trailer into Mark's RV Sales in Indianapolis, Indiana, for rather extensive repairs. I am satisfied with all work done except a light on the refrigerator control panel.

Instead of fixing the light, the company replaced the refrigerator's igniter and flame indicator, which I did not need and did not authorize. These components worked perfectly when tested the day before I took the trailer in for service. Since I got the unit back, a bench test of the old igniter shows that it still functions perfectly.

A most elementary diagnosis should have shown that it was the panel light that needed replacement. I believe I am due a refund of around $140 for the unnecessary work that was neither warranted nor asked for.

HENRY H. GRAY

BLOOMINGTON, INDIANA

We fired off a quick letter to Mark's RV Sales to see if we could get some relief for Gray. We apparently got someone's atntion there, for we received the followIg letter from Gray.

I recently returned from a trip of several eeks. Not only did If nd your letter of June f, but also a letter from Mark's RV Sales lated)une 24. Inside was a check for full refund of the amount in question. I understand that "RV Action Line" generally gets action; however, I was surprised that it was o sudden. Many thanks.

H.H.G.

TANK TURMoIL

Believing there should De warranty coverage after experiencing problems with an aftermarket fuel tank, a reader wrote the following:

One year ago, I purchased a new Weather Guard diesel fuel tank, which also came with a two-year warranty. When I noticed a stress crack in the tank's side and large amounts of rust caught in my fuel filters, I contacted Knaack Manufacturing, which made the tank

I expressed by concerns to a Knaack representative, who performed an inspection. I told him so much rust was trapped after each fuel transfer that both the strainer and bulk filter were essentially plugged. Instead of honoring its warranty, Knaack Manufacturing wrote back that my warranty was void because I did not use the tank for its intended purpose. I believe I was using the tank appropriately and do not feel it is proper to void all warranty considerations on this basis.

JOSEPH R. DONNELLY

HENDERSON, NEVADA

We sent Donnelly's complaint to Knaack Manufacturing for its version of the dispute. From past experience, we have found that if a customer does something that violates a provision of a manufacturer's warranty, it's pretty tough to get that company to cover problems which it believes to be of the consumer's own doing. Knaack responded:

Mounting specifications and user information is not only outlined in our catalogs, but is also included on our instruction sheets. We categorically deny warranty if we believe one of our transfer tanks is inappropriatel used.

As I am sure you are aware, the U.S. Department of Transportation mandates very strong guidelines regarding the design and use of fuel systems in motor vehicles. In years past, a siphon system was used that moved fuel from the reservoir to the engine. Today, fuel is constantly recirculated by an inside pump. It is also monitored constantly by the engine's very sophisticated, onboard computer. All auto makers recommend that this system not be tampered with.

What part this played in Donnelly's case is unknown, but I am sure it was a big contributor to the problem he had with the fuel transfer system. We make it very clear in our instructions that our tanks are not to be hooked up to the main fuel system. Therefore, we have no option but to deny the warranty on this claim. We are very cautious with such issues when they involve inappropriately installed equipment. This is a vivid example of such misuse.

KENNETH E WEGER JR.

VICE PRESIDENT OF PRODUCTION

KNAACK MANUFACTURING COMPANY

CRYSTAL LAKE, ILLINOIS

DooR DR,EMMA

Unable to get attention for service he needed from an appliance manufacturer, a reader wrote:

During the last trip we took with our 1996 trailer we entered the coach to find the lower door of our refrigerator on the floor along with all its contents. We determined that the upper hinge on the unit (Dometic Model RM 4872) had broken, releasing the door and food. I used epoxy glue to temporarily repair the hinge and wefinished our trip.

I later checked with my dealer about the hinge failure; he suggested I contact the refrigerator's manufacturer directly since it was beyond the trailer's warranty period. He also advised that to fix the situation, a new door would have to be ordered and the cost could run as high as $200.

I called several numbers for Dometic and was referred to several different departments before ending up with a recording that advised me how important I was to their business and to please hold the line. Although I made several long-distance calls tn thic numher and waited in tn five minutes each time, I was never able to connect with an actual company representative.

"RV Action Line" is my last hope. I believe Dometic shares a portion of the responsibility in this matter Structural failure of hinges should be covered under the material portion of its warranty. While I don't believe the company is obliged to pay for a new door, I do feel that a portion of the $200 cost should be theirs. Anything you can do to help will be appreciated.

STEPHEN F FRIEL

OREM, UTAH

After receiving Friel's request for assistance, we sent Dometic Corporation a note advising that Friel had been unsuccessfully trying to reach the company. A Dometic representative called to advise us that Friel's difficulties had been taken care of Friel, himself, sent the following letter advising of the same:

Just a note to thank your for your help. Once I was able to speak with a Dometic agent, the company was very gracious and accommodating. A new door has been received and installed in our trailer

If feel that just saying "thank you" is not enough. At the time I wrote my original complaint letter, I believed there was no other way to solve my problem. With your assistance, this has all changed, and my wife and I appreciate the help very much.

TRAILER TRAVAILS

It is not uncommon to experience a few minor defects or adjustment needs when taking delivery of a new RV However, believing that their unit had more than its fair share of these pesky issues, an unhappy couple wrote:

In November 1997, we took delivery of a new 1998 Cardinal 27-foot fifth-wheel trailer Almost from the time we pulled out of the dealer, we experienced problems: The lights shorted out on both truck and trailer, the furnace and water heater didn't work and the television was unwatchable because of a problem with the antenna booster

We phoned the manufacturer and were told to take it to an authorized service center The company said all problems would be covered by warranty. After repairs were made, we experienced more difficulties on a subsequent trip, including a variety of electricalrelated issues. For one thing, we kept blowing circuit breakers at shore-power hookups.

After many more trips for repairs with still no final resolution, we are very unhappy. Does any of this sound normal to you? Although Forest River's representative keeps telling us to just get things fixed, and our warranty will cover whatever it takes, we, as well as the service people in our area, are at a loss for what to do next.

At this point, we have no confidence whatsoever that this unit will ever be reliably pleasant to use. We have driven more than 1,000 miles to and from service centers for repairs without any permanent resolutions.

MIKE & KATHY TOWNs

ARCADIA, LOUISIANA

Our letter to Forest River on behalf of the Towns brought the following reply: I have received your correspondence regarding the Townses and their Cardinal fifth-wheel trailer I appreciate this opportunity to respond.

I have received additional information from and have spoken to Mr. Towns regarding the issues raised in their letter to you. I am happy to report that the discrepancies they described have been resolved. Additionally, a check has been forwarded to Mr. & Mrs. Towns representing reimbursement for expenses they have incurred in completing necessary repairs.

PAUL PIERCE

DIRECTOR OF PARTS, SERVICE & WARRANTY

FOREST RIVER INC.

GOSHEN, INDIANA TL

Copyright T L Enterprises, Inc. Mar 1999
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