WARRANTY POLICY: We process Extended Warranty & RV Appliance Warranty Claims (AC, Furnace, Water Heater, Levelers, Slides, Awnings, Refrigerators, etc.) The RV owner must sign a service agreement to ensure payment of any charges not authorized by the warranty provider.
WE DO NOT work with the OEMs (Original Equipment Manufacturer) or selling dealers. We have learned from experience how many hours of un-compensated office time it takes to process claims which get authorized but rarely paid. If an RV has an OEM warranty, the RV owner is the customer. Each trip it takes to complete repairs is billed at time of service. When all issues are resolved, we provide a PAID invoice with all the required warranty information. It is up to the RV owner to seek reimbursement from the selling dealer or the OEM.
EXTENDED WARRANTY POLICY: The contract you signed with your Extended Warranty Provider dictates the type of coverage you have and the deductible. Extended Warranty providers do not pay shipping or disposal fees, nor do they pay the convenience fee for a credit card payment. They often cap what they will pay in regards to labor rate and part prices. We bill our labor rate and parts at retail price regardless of what the warranty provider authorizes. We also pass the convenience fee for the credit card payment on to the customer balance due. If your policy has service call coverage, providers typically only pay one trip per claim. If your policy does not include service calls, all trip fees will be out of pocket expense to the RV owner.
Besides the deductible, the customer is responsible to pay ALL CHARGES not paid by the provider. Due to the extra office time for warranty claims, our labor rate for an extended warranty claim is higher. Two-tech jobs are billed for the extra man, even if not paid by warranty. Once the job is complete, your signature is needed to attach to the claim. Some warranty providers require a call from the RV owner to verify the work is completed to satisfaction before they will pay the claim.
ESTIMATE REQUESTS: We provide estimates for insurance companies and RV owners. There are so many requests for estimates that it could provide a full time job for one person. At Quality Matters, we work as a team. Once the technician has the damage report in hand, the office staff continues the process by locating and pricing parts and materials, writing up the estimate and prepping photos to submit with the estimate. All our team members get a paycheck, therefore, estimates are not free.
Please note that estimates are a process. Phone calls to Vendors have long wait times, or we wait a long time for a callback after leaving a voicemail message. Our estimate fee is based on travel distance, diagnostic labor time, off site labor to research parts, etc. The diagnostic trip must be paid before the estimate process begins.
INSURANCE ESTIMATES: We will submit estimates and supporting photos to Insurance providers. Our estimate includes the diagnostic trip and any temporary repairs that were made. Typically, the only out of pocket expense to the RV owner is the deductible and any depreciation calculated by the insurance provider. The diagnostic trip must be paid before the estimate process begins.
Once the claim is approved by the insurance provider, the RV owner is to pay the deductible, all parts, and half of the labor in advance. The balance will be billed upon completion and a final invoice will be provided. If unexpected issues are discovered after the job is started, the insurance company will be contacted and a supplement will be submitted. If the provider denies the supplement, the RV owner is responsible to pay for the additional charges.