ComplaintsforH L Enterprise, Inc.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased trailer, paid 100% up front and is not ADA ********** After 6 months, have nothing - no trailer.

  

  Business response

  10/24/2023

  ********************** reported some issues to his purchasing dealer. We sent a repair person to the purchasing facility (****** *******- AZ) to make cosmetic repairs to ********************** unit. At this time, it was determined there was an issue with the frame built by *******. At that time, we sent the warranty request to ******* to repair the frame. They sent a service tech to the purchasing dealers' facility to look at the frame. It was determined by their field tech that the unit could not be repaired properly in the field. Our warranty policy states all repairs to be made at an authorized dealer or returned to the factory for repair with transport cost at the owner's expense. We paid for transport back to our facility where ******* picked the unit up to take to their facility for repair. We have no control over the time frame ******* needs to make the necessary repairs. Once ******* completes their repairs, we will complete all necessary in-house work. While we understand ********************** frustration, this does take time. H L Enterprise *** has never claimed to be ADA ********** We build handicap accessible trailers to RVIA standards.
  

  Customer response

  10/24/2023

   I am rejecting this response because: spent $98k for a trailer that has been "in the shop" from our first and only trip as an ADA ****** could not get in/out of the trailer without a "non-ADA" ******s assistance.  We haven't had the trailer for 5 months after spending $98k in December 2022 up front with delivery in late March 2023.  Response, on HL's part, to corrections has been terrible.  Been misinformed about what was wrong, status of repair, etc.
  
  
  

  

  Business response

  10/27/2023

  The unit in question has been in the shop as customer has stated since 7/13/23 with H L working diligently to make the necessary repairs to this unit as per the warranty process (which can be found on our wedsite at: www.hlenterpriesinc.com/fileadmin/media/general/owner-manual-01.pdf ). H L has been updating the dealership with its progress and next steps as the customer has been threatening a lawsuit and demanding a refund from the beginning. He is unwilling to give us the opportunity to make the corrections necessary. Once all necessary repairs are made and the unit functions as it is supposed to it will be returned to the dealership for the customer to take procession.

  
  Timeline
  
  12/27/22 Order was received by H L We were closed for the holidays as is customary in the ** industry. We returned to operations on 1/9/23.
  
  2/9/23 Unit was put online. We only build to order therefore the customers order went onto the production schedule in the next available slot.
  
  2/22/23 Unit completed and offline.
  
  3/7/23 Unit was shipped from our facility to dealership.
  
  3/31/23 Customer took procession of unit.
  
  4/24/23 Customer brought unit back to dealership for some adjustments. Customer picked unit up same day.Adjustments to units are common after first use as things wiggle loose with movement down the road.
  
  7/13/23 Customer brought unit back to dealership for more adjustments. Doors and windows were sticking, and the ramp was not folding up properly. At this time Customer demanded to the dealership he have his unit back in two weeks.
  
  7/17/23 Dealership began making adjustments and it was determined at that time that the unit had an issue with the frame which was beyond the scope of the dealership. The dealership called H L and we in turn called the manufacturer of the frame. They stated that the soonest they could have a field tech to the dealership was 8/22/23.
  
  8/28/23 received report from field tech.  Field Tech determined there was a camber issue in the frame and it would need to be returned to the factory for repair. It could not be repaired in the field. Once the Camber issue is repaired the doors, windows and lift can be adjusted.
  
  8/29/23 H L began looking for a transporter to bring the unit back to factory.
  
  9/8/23 Unit was picked up from dealership to be returned to factory.
  
  9/11/23 The transporter reported their truck broke down and they would proceed once repairs were completed.
  
  9/18/23 Transporter reported their truck was repaired and they were proceeding with the unit for delivery to the factory.
  
  9/25/23 The unit finally arrived at the factory and Frame manufacturer was contacted to come inspect the unit.
  
  9/26/23 Frame manufacturer came out and inspected the unit and sent H L Service Tech the report. It appears the frame is off 2 inches from one side to the other side. ******** said Frame manufacturer stated they would manufacturer a new frame.
  
  Between 9/27/23 and 10/8/23 there were several phone conversations between H L and Frame manufacturer about best way to repair the Frame. The Frame Manufacturer inspector from 9/26/23 did not have authority to authorize a new frame, H L was concerned about the safety of removing the existing frame and replacing it with new frame. After several conversations frame manufacturer decided to send out Director of Sales and Director of Engineering
  
  10/9/23 Frame manufacturer (Director of Sales) and Frame Manufacturer (Director of Engineering) came to the shop and went over the frame issues. They will get back with us.
  
  10/12/23 Frame manufacturer picked up unit and took it back to their shop for Camber repair.
  
  10/13/23 HL employees went to frame manufacturers facility to assist with removal of parts for access to framing where needed.
  
  10/19/23 H L went over to Frame manufacturers facility and put the items back together previously removed to allow access and brought the unit back to our shop.
  
  10/20/23 Frame manufacturer was contacted that the frame still had a camber issue and that they need to send repair techs to our facility to repair.
  
  10/20/23 10/23/23 H L disassembled parts of the unit to allow frame manufacturer access to the frame.
  
  10/23/23 Frame manufacturer came to H L and worked on the frame.
  
  10/24/23 Frame Manufacturer reported to H L to complete frame repair. The frame manufacturer released the frame as completed.
  
  10/25/23 H L has begun to reassemble the unit and make all necessary adjustments to make the coach operational. 

  Customer response

  11/03/2023

   I am rejecting this response because:
  
  

  My apologies.  I do not wish for this to be closed.  Upon doing further research, HL Enterprise manufacturers Harbor View trailers for disabled individuals.  They have an NMEDA logo on their brochure and are not a member.  We have retained a lawyer for breach of contract to recoup our funds.  Advise if the existing case can be "reopened" or I initiate a new complaint.

   

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