Thank you troubledwaters, that's our thinking too. But we get stuck between the customer (who has often been a very satisfied customer for years) and this crazy adjustor. We just can't hang our good customers out to dry. The current situation is a new customer, but he's so great to work with we'd hate to lose his future business.
This one adjustor is just a problem every time we deal with him, which is frequently. The customers can't stand him and he makes everything so difficult. We just shipped a repair this week that we did our original estimate in June 2017 (!). The adjustor got stuck on something about a vacuum-bonded rear wall. He contacted the RV manufacturer, and anybody else who might back him up, but got nowhere. Yet he still insisted it needed a vacuum-bonded wall (he was sure it was cheaper than the way our estimate stated). We've never heard of a vacuum-bonded wall. The customer did raise hell with him, and with his supervisor, but got nowhere. In the end we did the repairs exactly as stated on our June 2017 estimate.
The adjustor also doesn't care if it's a 20 year old RV or a brand new one (the one that just left was a 2017 model). He wants to go cheap.
Your opinion is the common sense approach, and that's the approach we take. But it's a sticking point that we truly care about both our work product and our customers. Appreciate your reply!
