Quality Matters technicians are certified by the
Recreational Vehicle Industry Association (RVIA) and the
Recreational Vehicle Dealers Association (RVDA)

Quality Matters technicians are qualified to do all warranty work.

EXTENDED WARRANTY POLICIES

Providers do not pay shipping or disposal fees. They also often cap the labor time they will cover, the labor rate, and often the service call rate. They normally refuse to pay any return trip service call fees. Besides the customer deductible, the customer is responsible to pay anything not paid by the extended warranty provider. Due to the extra office time to process paperwork and get authorization, our labor rate for extended warranty claims is $95.00 per hour for one-tech jobs and $125.00 per hour for two-tech jobs, regardless of whether the extended warranty company pays this amount. Warranty providers base their rates on shop work, where a 2nd technician is readily available for the time it takes to install the part. As a mobile service, we must have a 2nd man on the truck all day to do two-tech jobs, and pay for his travel time as well.

In order to process an extended warranty, the customer needs to provide us with:

• Name, address, phone number and contract or policy number
• Name and phone number of the extended warranty provider
• VIN number (17 digit number also known as vehicle serial number)
• Mileage if RV is a motor home,
• Customer Signature. If customer will not be present at time of service, this signature must be faxed or mailed to the office ASAP.
• Customer Credit Card number is mandatory to schedule service request.

WARRANTY POLICY for Appliances, Awnings & other Components:

Warranty companies pay a flat rate labor allowance based on which part is being replaced according to “In Shop” time codes. They do not pay any service calls or travel fees. They pay repair labor only, not diagnostic labor. A customer who requests on site service for a warranty issue will have out of pocket expenses. A credit card number is mandatory to schedule a warranty service request. The customer must pay any balance due after the warranty provider has paid the claim.

WARRANTY POLICY for RV MANUFACTURERS and DEALERS

Due to lack of manpower in our office, we can not manage the excessive or time consuming phone calls it takes to get authorization or to process warranty paperwork for the manufacturer or the dealer. For this reason, the RV owner is our customer, not the Dealer or the Manufacturer. The customer is responsible for obtaining authorization required by the dealer or the manufacturer, and to have the necessary parts shipped to us. After repairs are completed, the invoice is submitted to the RV owner. The invoice is due upon receipt. It is the customer’s responsibility to submit the PAID invoice to the dealer or to the manufacturer for reimbursement. It has been our experience that the hassle to get parts from dealers or manufacturers and the long wait for payment not only makes this type of warranty work non profitable for us, but reduces our capability to provide the high quality service that is expected from us.

The invoice from Quality Matters will include all the information that our experience has shown will be necessary for the customer to get reimbursement from the warranty provider. To do this we need the following information from you to put on the invoice:

• Date of Purchase (DOP)
• Year, Make and Model of RV & VIN # ( 17 digits )
• Mileage if your RV is a motorhome
• Customer address and phone number

The following information will be on the invoice, provided by our technicians.

• Brand, Model # ; Serial # & Product # of appliance or item
• Detailed description of problem and diagnostic information from technician

Defective parts will be left on site for the customer to return to manufacturer or dealer.

INSURANCE ESTIMATE REQUESTS: When we submit an estimate to your insurance company, it includes the service call and diagnostic labor to inventory damages and get information for parts and materials. If temporary repairs are made on the diagnostic trip, the labor and materials are also on the estimate. Customer out-of-pocket expense for an insurance job is typically the deductible and sometimes depreciation, applied by the insurance company. We require a $200.00 check or credit card payment before releasing the estimate to the customer or to the insurance company. We apply the $200.00 payment as a credit to the final invoice when the job is completed. If the customer chooses to make their own repairs or hire any other service provider, the $200.00 diagnostic fee is not refundable.

CUSTOMER ESTIMATE REQUESTS: We do non-insurance related estimates for the customer without charging a diagnostic fee, but we do not make a special trip to the site to get the information. We get the information the first chance possible when a technician is in the campground for other jobs. If an RV is stored at a location that is not in a campground or an area that we frequent, then we must charge for the service call and diagnostic labor to get the information for the estimate.

EMERGENCY RATES AND AVAILABILTY: We do our best to schedule same day service for all emergency service requests. As our technicians progress through their pre-scheduled jobs, they will weave your emergency request into their day if your location is within the territory they are working in. If not, your request will be added on to the end of the day. Most of the time, this puts our technician into overtime. If we can fit your request into the work day without putting the technician into overtime status, you will be charged our regular rates. If adding your request to the schedule puts the tech into overtime, you will be charged our emergency rates. If your request is submitted by using the after hour emergency number, you will automatically be charged the emergency rates. Rates are as follows:

• Service Call is $100.00
• Labor Rate is $100.00 with a one hour minimum