Workhorse Warranty Issue

[Bobg43]

I am looking for some advise on how to appeal a warranty claim denial from Workhorse.
We left for a trip to Florida on 1/7. Two and a half hours into our trip (no stops, driving at highway speeds), we had warning lights go off indicating that our brake system was failing. We were on Rt 75 south of Atlanta in Jackson, Georgia and had the unit towed to Sagon RV in Jackson. It was determined that our parking brake, sensors and drum became defective and would have to be replaced. After over a week waiting for parts, it was also determined that the clutch was also defective and would have to be replaced. Everything was fixed/replaced as of yesterday and I was informed by Sagon that Workhorse had denied the claim because they think that we drove the unit with the parking brake on which we did not. I also contend that even if the brake was left on, we could not have driven on the highway for over two hours without noticing something was wrong. It also seems to me that we should have not been able to drive it in the first place with the brake on.
I am not sure that I am getting the straight story from Sagon but will have to go there today and pay for the repairs (@ $1100)so that I can pick up my RV.
Does any know who would be the best person to contact at Workhorse to file an appeal.

Thanks

SP in title

[Bobg43]

I am looking for some advise on how to appeal a warranty claim denial from Workhorse.
We left for a trip to Florida on 1/7. Two and a half hours into our trip (no stops, driving at highway speeds), we had warning lights go off indicating that our brake system was failing. We were on Rt 75 south of Atlanta in Jackson, Georgia and had the unit towed to Sagon RV in Jackson. It was determined that our parking brake, sensors and drum became defective and would have to be replaced. After over a week waiting for parts, it was also determined that the clutch was also defective and would have to be replaced. Everything was fixed/replaced as of yesterday and I was informed by Sagon that Workhorse had denied the claim because they think that we drove the unit with the parking brake on which we did not. I also contend that even if the brake was left on, we could not have driven on the highway for over two hours without noticing something was wrong. It also seems to me that we should have not been able to drive it in the first place with the brake on.
I am not sure that I am getting the straight story from Sagon but will have to go there today and pay for the repairs (@ $1100)so that I can pick up my RV.
Does any know who would be the best person to contact at Workhorse to file an appeal.

Thanks

SP in title

[Bobg43]

Not sure what happened but I have been contacted by Workhorse and the work will be covered under warrenty. If someone did something after reading this post - Thanks

[MtManLee]

Glad to hear they took care of your problem. Its always a bit of a pain when we have to pay for repairs out of our own pockets.

[DonavonP]

Good for you Bobg43!!!

It's always good to know "they're" out there. We tried to kill the messenger on another thread but we must have only "winged" 'em.

[Spoonman]

DonovanP, You are correct, we do tend to pile on at times but he seems to be the only target in town. We don`t always agree but sure glad he`s here to help.

[knebrdr]

Hello,
What everyone must realize is that the warranty division of any vehicle manufacturer has a budget they must operate under. Often a warranty repair is denied because this periods (monthly, quarterly, or whatever that manufacturer chooses) budget has been spent and they are just manipulating the dates to get into the next budget period and will then approve a repair. The same thing occurs with "goodwill" repairs. Request goodwill at the end of a budget period and it will most likely be declined. Request the same goodwill repair at the beginning of a budget period and guess what, Happy Customer.
Randy

[Corkey]

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by knebrdr:
Hello,
What everyone must realize is that the warranty division of any vehicle manufacturer has a budget they must operate under. Often a warranty repair is denied because this periods (monthly, quarterly, or whatever that manufacturer chooses) budget has been spent and they are just manipulating the dates to get into the next budget period and will then approve a repair. The same thing occurs with "goodwill" repairs. Request goodwill at the end of a budget period and it will most likely be declined. Request the same goodwill repair at the beginning of a budget period and guess what, Happy Customer.
Randy </div></BLOCKQUOTE>Okay I'll bite.

Randy, is this first hand knowledge or speculation?

I'm no youngster, and have never been refused warranty work regardless of the time of month or accounting cycle. Dealers can adjust billing to suit most any schedule, so your claim is somewhat confusing. I have had a few high cost item which required authorization prior to repairs, but have not had or have heard of conflicts of accounting cycles.

Maybe I'm missing something, just don't know what it is.

[jdsr]

bob, please report to nhtsa if your mh is a w22/20/24. Im glad you got help with your problem but if your problem is related the nhtsa needs to get a true picture of what is going on if anything
Posted January 19, 2008 12:32 AM Hide Post
quote:
Originally posted by oemtech:
They have closed the original investigation (PE07032)and opened a new engineering evaluation.
NHTSA Action Number : EA07016 NHTSA Recall Campaign Number : N/A
Make / Models : Model/Build Years:
WORKHORSE / W20 2000-2005
WORKHORSE / W22 2000-2005
WORKHORSE / W24 2004-2005
Manufacturer : WORKHORSE CUSTOM CHASSIS
Component :
SERVICE BRAKES, HYDRAULIC
Date Investigation Opened : November 16, 2007
Date Investigation Closed : Open


I thought the narative summary of the current NHTSA report was interesting to show the scope and depth of the investigation.
Here is a copy of the text (I changed all upper case to all lower case to make it easier to read):

Summary:
"On june 25, 2007, the office of defects investigation (odi) opened a preliminary evaluation to investigate alleged overheating disc brake calipers and poor brake performance in model year (my) 2000-2005 workhorse chassis recreational vehicles. To date, odi is aware of 651 non-duplicative complaints on the subject vehicles combining both odi and workhorse's complaint population. During the pe, odi discovered that the problem is most pronounced on the w20 and w22 chassis, both equipped with bosch hydraulic brake systems. The w24 chassis uses a different brake system and is being examined as a peer to the complaint vehicles. Odi's analysis of the warranty and complaint data supplied by workhorse during the pe indicates a dramatic drop in brake related complaints on vehicles built after may 2004. At that time workhorse added in production zerk fittings and grease lubrication to the brake master cylinder's bell crank linkage. Odi is aware of 3,782 unique warranty counts related to the allege defect for the subject population. Of those claims, 88 were submitted on vehicles produced after the may 2004 production change. During the engineering analysis, odi and vrtc will conduct a vehicle testing program to inspect complaint vehicles and evaluate various mechanical functions of the vehicle's brake system. Attempts will be made to duplicate the braking problems being alleged and to determine the root cause. Accordingly, this investigation has been upgraded to an engineering analysis to further study the frequency and scope of the alleged defect."

this is the toll free # to nhtsa #888-327-4236. you can report on line if you wish.

2004 adventurer/22.5 workhorse

2004 adventurer/22.5 workhorse
Posts: 210 | Registered: December 02, 2001

[knebrdr]

Corkey,
35 years at the automotive dealership level. It happened all the time but was usually just resubmitted and approved. When you look at the volume difference in the MH industry compared to the automotive side, the dealer is not going to gamble on the claim payment being made. It is easier to say no and let the manufacturer take the grief.
No one is ever going to admit to this but if the budget is gone the budget is gone.
Also, a large portion of new vehicles (car) price increases is directly related to the previous years warranty costs not necessarily design changes.
Randy

[jdsr]

bob, can you give us more info on your mh, year make , model etc. thanks

[Corkey]

Randy

Thanks for the explanation. I know there are no days off at a vehicle service facility, so the dealers do a good job of "masking" accounting issues.

Corkey

[Fred and Bonnie]

jdsr, what am I missing, you quoted the information on the service brake issues, Bob's issue was the "Parking Brake".

fred

[DriVer]

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by Fred and Bonnie:
jdsr, what am I missing, you quoted the information on the service brake issues, Bob's issue was the "Parking Brake". </div></BLOCKQUOTE>Fred, Your observation is correct.