RV Repair Shop Issue

So I have a question on how all of you would have handled an issue I encountered this afternoon.

I own a 2013 TrailManor 2720. I took it in to a TrailManor dealer for warranty work (I had a small leak). Upon picking up my trailer this afternoon I did my usual walk around and noticed about 1/2 inch crease in the rear side panel about at waist level right above the safety latch.

I care my trailmanor meticulously. I'm an accountant...a perfectionist...so I'm aware of every little scratch on that thing and this is quite noticeable. I'm 99% sure it wasn't there when I dropped it off.

Upon finding it the technician called the owner at and she immediately lit into me and said there was no way it could have happened at her shop..yadda yadda....after about 5 minutes of heated discussion with me mostly listening...she says we'll fix it, but we're not happy about it and we don't want you back as a customer....I continue to make conversation in attempt to try to calm her down...she again agrees to fix the issue. I tell her that I'm impressed with the work that they've done in the past and their attention to detail and I'm surprised by this response. I tell her that I want to be able to bring my trailer back for service, etc. She calms down and states that everything will be okay and she's had bad day...she says its a small business and she can't afford to pay for these sorts of things...etc. etc.

I came away feeling guilty for pointing out such a small dent / scratch, but I'm a perfectionist and it was frustrating to me knowing that I didn't put the dent on the trailer.

Curious if I handled this properly by not backing down, even though I wasn't 100% sure I didn't cause the damage...I'm probably 90% sure it wasn't there.

Now I wait hoping they don't do anything to sabotage me..haha.

[hillbillyhotel]

My op,
you was right on spot to hold them acc. For what you paid for a 2013 tm,
lol i would bet it will be the last ding they cause to you. Bet it will be treated with more care the next time it is in.
Also there is power in numbers , if they treat you bad ,do they want that being said about them?

Each situation is different, and how they are handled may also be different.

Only suggestion I have for the future is either:

- take a range of pictures using a camera with a date stamp. Offer to show them to the service manager or representative, as a documentation of the condition of the trailer.

- do a walk around with the service rep, and document on a basic diagram any existing defects or damage, similar to the inspections performed when renting a car. Date the inspection and have your and the service dept signatures on it as a representation of its condition.

I had a dealer scratch both front chrome wheels on my truck during tire changes, then claimed I brought the truck in that way and called me a liar to my face. Needless to say, I no longer do business with them. No one will take the same care you do with your stuff. I also suspect the fine print on the service agreement you signed will say the dealer is not liable for incidental damage to your trailer. They very likely had the legal right to tell you to go away, regardless of the customer relations impact.

[scrubjaysnest]

When I worked at an auto radio shop years ago we were required to go over the customers vehicle before starting work. If anything was noted, it was brought to the customers attention before the job was started.