ComplaintsforReimann and Georger Corp.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 02/12/2020 we entered into an agreement with RGC Marine distributor and installation contractor ****** ************ ******** (***) owned and operated by ******* ******* Fast forward to 09/05/2023 the welds holding one of the dock sections together broke. We immediately contacted *** to have them come see the damage, file a warranty claim, and coordinate with RGC Marine to get the necessary hardware to repair the dock. Due to lack of action on the part of ***, we contacted RGC Marine directly and spoke with Peter K******** and explained the situation. Peter agreed to contact the RGC Marine warranty coordinator and have him reach out to us. Scott ? did reach out on 9/15/2023 and told us *** would be out in the next day or two to look at the damage. On 9/25/2023 we spoke to Scott again and he referred us back to Peter. We continued to email ******* at *** for status updates. *** did reach out to RGC and also followed up on 10/06/2023 with an email to Patrick G******* Ann Marie G********* and Tim P***** We had no responses from either *** or RGC for several months. On 01/20/2024 we had a telephone conversation with Peter again explaining the situation and that we were concerned their Distributor (***) was not communicating. On 3/14/2024 we emailed Peter as we still had not received any response. Peter responded and had spoken with *** at the end of January and was told it would be approximately 8 weeks before *** could get the work started. He also advised that we could find another contractor if needed to do the work and we could pick up the parts from ***. This is an RGC Marine dock, warranty and RGC is responsible for the repair if their initial distributor is not available or willing to complete the work. We paid $43,000 for an RGC Heavy Duty Dock for use in a high-traffic and high wake area. The dock did not hold up which is very disappointing. At this point we are asking RGC to honor its pledge and get the dock repaired or refund us our money so we can work with another company to install a new dock. We had to remove the boat lift and pay for offsite storage of our pontoon.

  Business response

  05/23/2024

      RGC strives to satisfy our customers at every turn in our company, and through our 78 years in business, we have always stood behind our product. When RGC was made aware of the situation, RGC worked with *** to resolve the issue.  RGC shipped out to *** a completely new dock sectionand all of the parts for *** to complete the repair.  RGC engineering worked with *** to provide drawings and suggestions for the repair.  RGC then worked with the end user and *** to schedule the work to be done.  *** indicated that work would be completed by approximately the second to third week in May of 2024.*** completed the repairs on schedule as indicated.  *** is planning to make any necessary adjustments if the fluctuation of the water levels in the lake affect the piles.   

  Customer response

  05/30/2024

   RGC strives to satisfy our customers at every turn in our company, and through our 78 years in business, we have always stood 
  behind our product.   

  RESPONSE: Our dock broke on 9/5/23, as of today (5/29/24) the warranty repair work has not been fully completed. 

  When RGC was made aware of the situation, RGC worked with *** to resolve the issue.  RGC shipped out to *** a completely new dock section and all of the parts for *** to complete the repair.  RGC engineering worked with *** to provide drawings and suggestions for the repair. 

  RESPONSE:  RGC was made aware of the broken dock system in September 2023.  Per RGC, the warranty does cover the necessary replacement and repair of the affected sections.  

  RGC then worked with the end user and *** to schedule the work to be done.  *** indicated that work would be completed by approximately the second to third week in May of 2024.
  *** completed the repairs on schedule as indicated.  *** is planning to make any necessary adjustments if the fluctuation of the water levels in the lake affect the piles. 

  RESPONSE:  On 5/8/24 RGC agreed to complete 6 items to finish up the repair.  There has been no communication from either RGC or *** since then and our dock is still not useable as the missing framework bolts have not been installed, correct installation of the bolts on the hinges needs finished (with proper torque and usage of anti seize per RGC installation manual, the pipe piles, bent during initial attempt to repair the dock have not been repaired, hinges are required at all joint locations and wheels on required on the ramp.

  Finally a Quality Control inspection is requested.  If RGC stands behind their product (and has agreed to get these items completed) then get it done.  No where in the warranty document does it say it will take 9 months to get the work completed.  

   

   

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